Demand Management

Managing IT

Demand management is the interface between the business as a customer and IT as a service. The successful use of IT tools in a company strongly depends on the interaction of both areas. Without optimised processes and well-defined roles, inefficiencies will occur and continue throughout the entire process.  

Demand management controls all activities for IT alignment and corresponds to company needs. It targets the assessment of the IT products and services required and the necessary quantities.

IT portfolio management assures prioritising requirements and project proposals in the right order and budgeting appropriately. On the one hand, it is critical to assess demands according to their benefit and value. On the other hand, IT organisation requires efficient resource management to make projects manageable.


A further aspect of demand management concerns the activities involving customer relationships. Creating processes and establishing open panels ensures good communication with clients and supports speedy decision-making processes. Professionalising the customer interface creates an IT organisation that focusses on meeting customer needs.

Therefore, the IndiTango approach considers demand management from two aspects:

  • Managing IT product and service demands and determining optimal quantities accordingly (demand/ IT portfolio management)
  • Managing the customers of an IT service provider (key account management)

Requirements management / Portfolio mangement

From idea to product

To support the business and the strategic orientation of the company, the best possible choice of demands should be made. The benefits of each IT project are assessed, targeting potentials in line with company goals, and subsequently maximizing the value proposition of IT.

Using a standardised process to capture ideas, evaluate and transfer them to project proposals, guarantees that procedures are transparent and objective for all involved parties. Well-defined tasks and responsibilities should be assigned to everyone included in the process to reduce efforts and avoid unstructured processing. Providing expert advice from the outset increases the content-related quality of demands and, ultimately, it also affects the quality of performance. This includes eliminating demands that do not meet the business requirements.

Efficient resource management ensures that sufficient skilled resources are available to service all prioritised demands. Planning resources at an early stage is essential to recognise and avoid personnel bottlenecks in time. Besides planning resources, suitable project methods for qualifying staff are critical to support implementation of the established demands.

IndiTango supports you with:

  • Aligning demands to IT business
  • Assessing and prioritizing demands after cost/benefit analyses
  • Planning resources and organising qualification projects

Consumption / Planning

Planning future consumption and demand is a core task of demand management. Customer demands for products and quantities in future planning periods should be carefully coordinated. However, demand management must also make sure that IT organisation can provide the required services

Comprehensive consumption reports measure volume and costs of IT services and compare them with customer demands. Deviations can quickly be recognised and hidden cost factors adjusted.

Key Account Management

Involving customers

The way IT service providers see their role and performance, particularly in-house service providers, often differs from the customer perspective. Besides lacking jointly agreed strategic IT approaches, the delivered performances are often not promoted sufficiently. Therefore, the value propositions of IT should always be visible. This kind of communication requires logging and evaluating information consistently, e.g. through customer surveys or assessment of the financial benefits of IT projects.

Often, decisions concerning demands are not made on operational levels. Instead, committees or boards support decision-finding processes. In this case, roles and responsibilities should be clearly defined to avoid risking any further, unnecessary costs through decisions possibly made by IT service providers or customers as this could lead to dissatisfied customers, causing additional costs on a short-term and bad business in general.

Demand management supports IT service providers to reduce the objective and subjective problems in close cooperation with customers.

IndiTango supports you to:

  • Improve communication
  • Reduce unnecessary expenses and follow-up costs
  • Improve the IT image

IndiTango approach

Positioning yourself appropriately

For optimization efforts to develop their full potential, introduction and optimization of demand management should consider the effects on the features and interfaces of all areas connected.

The IndiTango approach synchronises five elements to ensure successful demand management:

  • IT products and services
  • Processes
  • Roles and responsibilities
  • Organisation
  • Tools
  • References
Approach Demand Management
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