Demand Management

Gather, analyze, prioritize and track all demands on IT resources

Demand Management is an important step toward a comprehensive approach to managing the business of IT. Managing requests for IT resources and services, however, can be daunting--unless you have solid, automated, information-rich processes designed to handle them.

Organizational demands almost always exceed IT resource capacity. Although only 25 percent of IT budget and resources are dedicated to projects, 75 percent of service requests to a typical IT organization are fundamental to ongoing operations--requiring immediate attention and effort. Compuware Changepoint provides demand management capabilities that allow you to manage all the demand on IT.

Gain control over IT requests

Changepoint's comprehensive web-based client portal creates a standard "front door" through which all IT requests are gathered, evaluated, categorized and prioritized according to your organization's business objectives. Using Changepoint, demand types are configured to support your business model, and you can gain greater control over information that contributes to deciding which work is worthy of consideration.

Typically, demand is for new strategic projects, which become governed by your Portfolio and Investment Planning process, or it is planned and scheduled work that can be assessed, prioritized, assigned and acted on accordingly. Configurable workflow capabilities allow you to automate your demand management processes, ensuring effective use of IT resources in responding to customer needs.

Within Changepoint, surveys can be used to collect critical information to assess client demand, assist line-of-business clients to reach consensus on planning priorities, and help IT organizations focus their responses to those areas of greatest client concern.

Improve visibility into costs for IT services

As requests are acted upon, Changepoint provides you the ability to capture time spent on each request, providing significant visibility into the costs associated with this request-driven type work, without the need to create a project. In addition, the solution allows you to define and report on SLA commitments by customer or by application, including escalation options.

Changepoint provides a standardized means for business units to request services, and a consistent means for you to evaluate and prioritize requests and track costs associated with each request.

Using Changepoint's demand management capabilities, your ability to analyze demand and easily generate graphical portal views provides powerful management information. This demand on IT can be evaluated from the client, application and project perspectives, and from other key business metrics. Changepoint's demand management capabilities let you identify and communicate business trends revealed by monitoring demand over time. Ultimately, Changepoint gives you unique visibility into all the demands on your IT resources.