ITIL Demand Management s objectives are to optimize the use of capacity by moving workload to less utilized times, hardware, or places. Many organizations are looking to implement Demand Management as a way to improve the structure and quality of the business, this book covers the ITIL v3 Service Strategy Demand Management Process in an understandable way. Menken's approach of talking to you is ideal: not too much humor, and an easy to read, but professional approach in the way she donates the contents of her brain: i.e. Menken's lengthy experience in the field. For more than a decade Ivanka Menken, one of the premier authors and voices in the IT Service Management community, has helped change the way IT is organized--and produce better services. Whether you're a new IT Manager seeking a sound introduction to the practice of Demand Management or a veteran exploring strategic new approaches to problem solving, you'll find a wealth of practical suggestions and methods for strengthening your skills. Topics include Activity-based Demand Management, analysis of Pattern of Business Activity (PBA) and user profiles, use of differential charging to encourage Customers to use IT Services at less busy times and offer Service packages which represent the value that the customer wants and for which they are willing to pay. This new edition features fully updated information with starter templates for Demand Management implementation techniques and practices.

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