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Managing the flood of demand from the business is a leading complaint of IT decision makers. For most enterprises, current methods and mechanisms for triaging incoming IT requests are inadequate. The result is an overwhelmed IT group that is set up to fail.

This research note investigates several areas of IT Demand Management (ITDM), including:

  • A clear definition of ITDM and the dynamics of supply and demand.
  • ITDM pitfalls and the sources of workload stress on IT.
  • Critical elements for ITDM success.
  • Recommendations for ITDM implementation.

During times of overall cost reduction, managing the demand on IT is imperative. In these circumstances, IT is even less able than before to maintain service levels and work volumes. Formally measuring each IT work request against the business value it will bring is the best hope for controlling demand and achieving successful outcomes.

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