Demand Management Concept: Excess impact cost and insufficient impact quality, production and consumption be sync, demand

pull capacity, adjusted according to forecasting and patterns. PBA: very important to understand customer business, analysis tracking the activity pattern of the business to predict demand of services and assets, sync customer plan and service management plan, validate the demand Model. User profile UP: associated with one or more PBA require business and service provider to know how various roles are related. Core Service Package CSP: enabling service to utilize the core service, Enhancing service is excitement. CSP infrastructure services. Service Level Package SLP: each SLP fulfill one or more demand. Developing differentiated offerings: Product manager: control the lines of service LOS Manage CSPs and SLPs separately by specialized groups. Business Relationship manager BRM: identify the suitable combination of LOS and SLP for every customer. Risks: change to service portfolio means risk to service provider, contract, Design, Operational, Market. Challenges Capacity Plans, information, many and Demand repository, Format, threshold, Management Multi-skilled to serve demands Availability Meet agreed service target, know Management the current and future business needs, format, fund to prevent failure Continuity Plans where no BCM, ,keep align Management ITSCM plans with business plans Security Adequate support from senior Management management and the business, keep align ISM with business plans Critical Success Factor CSF Business forecasts, match business need, cost-effective, current and future tech Mange availability, satisfy business needs, IT infrastructure Risk Design, Performance poor design, Demand change, operational risk Commitment, information, resource and budget, isolation of information, lack of investment, focus in technologies Commitment, information, resource and budget, too much tech needs to priorities of the business Outside security threats, hackers, virus, espionage spy, leakage privet data Roles and Responsibilities Business-service-compnent Meet required level of service, advice IT management, optimum use, forecasting, plans, improvement Maintain testing schedule, provide assessment to ISM and ITSCM of risk, attend CAB, proactive improve availability, maintaining plan service and component. Identify continuity issues and plans, testing, ITSCM, develop maintain testing schedule Create and enforce Policy, authorization, commitment, Risk analysis and management, controls and plans, awareness, testing, review, design

Meet business needs, awareness about ITSCM plans Ensure business is protected against security violations, clear and agreed policy integrated with the business needs