#3 What is Demand in ServiceNow | Demand Management App in ServiceNow | ServiceNow PPM Training

[Music] please subscribe to my channel and click on the bell icon to get the regular updates of my channel and do not forget to like comment and share hello everyone welcome back to sas with servicenow this is part of project portfolio management training in this training you will learn about applications in project portfolio management suite in servicenow and learn about managing life cycle of a project this training is recorded in paris version of servicenow section 3 demand management in this section you will learn about creating and managing demands in servicenow platform you will learn about features of demand management application in servicenow you will learn about demand states and flow demand assessment process and approvals what is demand management the demand management application within servicenow provides users with a single location to capture organize and assess strategic and operational demands demand management terms before we learn about the features and capabilities of demand management let's see the important terms used in demand management which will help you to understand demand management application much better portfolio portfolio is a collection of demands managed as a group to achieve strategic and operational objectives a portfolio can be a business unit which gets demands for different applications supported by same business unit metric metric is a value used to evaluate accessible rackets a metric can measure subjective values in an assessment questionnaire or gather objective values in a database query accessible racket a demand racket that you want to evaluate for metric type demand you evaluate the accessible records with metric categories and metrics stakeholder stakeholder is a user affected by demand or who is associated with the demand scorecard scorecard is a visual breakdown on performance of accessible record based on assessment results requirement requirement is an item or action which needs to be completed before demands get gets closed demand task demand tasks are initial planning activities involved to fulfill the demand before converting demand into the project metric type metric type is a characteristics that defines a set of rackets you want to evaluate demand management comes with the metric type demand which uses record from the demand table metric category metric category is a theme for evaluating accessible rackets categories contain one or more individual metrics which has specific values demand management application this is the demand management application in servicenow which is used to manage demands of any organization this is my personal developer instance now in left hand side if i type demand so you will see this demand application which is used to manage and track demands in your organization and you also have demand application i think just one module in self-service as well the reason behind it because even end users can create and submit demands which can be fulfilled by different teams let's see the demand process flow now demand process flow starts with user submits an idea from idea portal once idea is submitted it is accepted and demand is created from that idea or demand manager or end user can also create demand directly using demand management application then that demand is enhanced in which demand manager update the details of demand like stakeholders requirements risks decisions demand tasks cost benefit and resource plan etc then relevant people perform screening and assessment of that same demand now once demand is approved and work is completed for that particular demand then demand is closed which means demand is completed successfully types of demand there are two types of demand in service now strategic and operational strategic demand is a kind of request which can lead to the creation of an enhancement or project or a story etc then we have operational demand which can lead to the creation of a change or a defect which is for operational work users of demand management now who are the users who use demand management application all end users who can submit any kind of demand via self-service catalog and you have seen that module under self-service application as well another is demand manager who can use the demand management application to assess ideas promote ideas to demands enhance and assess demands and create a project from that demand even it can be accessed by different users like stakeholders who basically have to provide some feedback or assess the racket or perform screening in the demand but majorly you have users and the demand managers and the reviewers who actually review the demand demand management states now demand goes through different stages when you actually create a demand it goes with different states and what those states are so the first one is draft when new demand is created then state becomes draft next is submitted when user process bet that means submit the demand then state becomes submitted and that demand why it is submitted just for screening just for enhancement just to review the demand now after that you have screening when stakeholders screen the demand they review the demand whether that demand can be approved or not so they perform the assessment and the next is qualified once all the assessment is done and that demand is basically qualified to be to be completed in that case that state becomes qualified and then it goes for approval and approved and once action is taken then demand is closed so first it gets qualified once all the assessment is done then it gets approved after approval you perform the action you close all the activities or whatever demand user has asked for and that is completed and then you can say the demand is closed but there are also some other states available in demand record like incomplete deferred rejected because demand can also be rejected demand can also be incomplete demand can also be different and those are the different states which you can use on the basis of different situations you get during processing or demand demand management roles servicenow has three out of the box roles to manage demand management application demand approver who approves the demand and the name of the role is demand underscore approval next is it demand manager id underscore demand underscore manager who manages the new demands their screening and facilitates the prioritization of i.t demands and the third one is it underscore demand underscore user i.t demand user who can create the i.t demands in the system now these are all major roles which are basically used in demand management application and you can assign to the different people as per the use case you have or as per the access you want to give those users to in basically demand management application now let's see the process of creation and processing of demand with these three roles so we will start with creation of different users with these three different roles including self-service as well overall for four users so we will create four different users out of them we will create three users with three different roles we have of demand management and one is just without any role that mean that means that will be self-service user so let's create all these three users with those rules so before that i will just go to users table and i will check for that self-service user as well if you already have so you can see we already have this self-service user if you don't have to create this fourth user we will just create three users with those three individual roles of demand management so we will start with demand approver first so i will mention here demand and i think for this is user id so i will mention demand approver and here i will mention demand approver and i will save this and i will add the role so here i can just search for demand now you will see some other roles as well like with the same name which we have this demand manager and demand user so you can see here we also have demand manager here we have it demand manager i t demand user but you also have demand manager and demand user now these roles you you should not use if i can i can show you directly in the roles table as well so that you understand that servicenow has deprecated these roles so i will just mention demand so you can see we have all these three all these five roles and we have these and here you can see demand manager demand user do not use refer i t demand manager do not use that's what it says so you can just ignore these two roles you have to just focus on one two three these three roles so i will go here and i will first add demand approver and that's it i will just save it so this is demand approver now i will create demand user so i will mention demand user i will do insert and stay and now i will add that role so i will click on edit and we will also add itel role so i will mention itll first and here i will mention demand or maybe we should not we will see if what kind of access this user will have so i will just mention demand and we already have that i will just yeah we already have this demand user i t demand user you have to add not this one i will click on save this is also added and this user have got these roles i t demand user and okay this one is also inherited even the baseline user as well so that's totally fine and now i will put demand dot manager and here i will put manager and i will do insert and stay and i will do edit and i will add that demand manager role so here yeah this one and i will click on save it is saved and you can see this after adding that demand manager role i.t demand manager role it has got a lot of other roles approx i would say yeah 20 to 30 extra rows this user has got so that's totally fine now i will i will okay so we have created all these three users or we also have self service user in this particular uh instance now what i will do i will show you by impersonating this these different users and we will see what kind of access these users have so let's see that so i will start impersonating approval user demand approver user first so i will click on impersonate and here i will mention demand approver so we will impersonate this user first and see what kind of access this user has so if i type demand in left hand side you can see that this demand approved user cannot see demand management application however you can still see it create new and my demands because that is accessible to self-service user but this user can approve demands how he can approve he can definitely maybe go through my demands if he has created but in self service you also have i think module for approvals directly so you can approve them if i go to approve i think approve this user doesn't has but i think if if this user will get a new demand he will be able to access things for approvals my requested item i think yeah i don't see any approval because maybe this user doesn't have we have not added approval role but that's totally fine i think he can still uh uh maybe maybe approve it but we will see it later when we will create it for now i think i can just maybe impersonate another one that will be demand user that's the second one so we will impersonate this one and we will see what kind of access this user has absolutely you can see that now this user has more access than demand approval because it is a demand user so you can see i can i can access this demand management application but i cannot access all other like i think you can if if i would impersonate demand manager i'm sure you would be able to see some other modules as well but here you're not you cannot see but you can still see all the demands if i click on all i can see all the demands created in the system and let's see if i click on this demand demand racket so this is the basically demand racket which you create so um i cannot access this i think it is completed that's the reason i'm not able to access now i will impersonate demand manager so if i go to demand manager and let's see what kind of access demand manager would have so if i type demand yes you can see i can see road map i think a demand user will not be able to that i t demand user will not be able to see this road map but i can see workbench create new okay it's kind of same access but but i think demand manager can assess the rackets as well but this would definitely have more access than demand user so maybe you have this demand draft i can just open it so these are all demand records now i was just talking about the access as of now we will definitely create demands and see how you can manage demands or how demand is demand is processed in service now instance create a demand now i will create a demand with those users which we have created in our instance in my personal developer instance we will try to create it one with self-service access and another with maybe demand manager access and then see we will see that what kind of what kind of fields that particular user can see so if i go to my personal developer instance i will start with self service so i will impersonate self service user so here we have self service user now self service user will not be able to access demand management application so you can see here that that self-service user cannot access so now i will click on this create new button to create a demand so i will click on create new now here i have to provide the name of the demand it could be any anything as per the requirement you have maybe if i talk about using service now in mobile that's a demand i have i'm a self-service user but i still want to use service now in mobile if there's any mobile app i don't know i'm just a self-service user so using servicenow in mobile it's a proposal it's a demand i have then we have this collaborator so i can just mention collaborators name that uh who all people they are collaborating in this particular demand so maybe i can just search for those people and i can just add it maybe this abraham lincoln and i can just add maybe adam ringel as well and i can close this then i will provide business case now what is the business case here you want to you want to implement this now business case there is that i will not write much but i want to use i want to use service now in mobile that's a demand i have then risk of performing so is there any risk of performing if you will perform this implementation perform this demand will there be risk no risk of not performing i think there's no risk so there's no risk as well i will mention no assumption um no that's it i'm done and then i will do one thing i will maybe save this now in demand management you have two things save and submit so when you click on submit it will definitely be saved but it will also be submitted so if i talk about let's talk about incident in incident if you submit it creates a racket if you save it also creates the racket but in demand management it's quite different submit means you have submitted it from for screening for assessment now for review now saving is just like creation of the racket that's it after submitting that means now you have submitted but if you if i talk about the initial view the button which you see call which you see submit that will definitely just create the demand it will not exactly submit it in the first view but now you can see it has been saved but then you have to click on submit because in self service you you can just provide maybe more details if you want once you are done then okay i'm done with this demand and i really want to submit this because i'm done what all information i need to do i need to provide so i can just click on submit here once you will click on submit demand these fields will become read only and you cannot edit them because you have submitted this demand for further processing now what i will do now i will impersonate this is the first demand which we have created and you can see you cannot also see the number that what demand record you have like it has created if i go to my demands maybe it will show there yes so you can see it is showing this using servicenow mobile if i sort like this so you can see i have this demand at the top and this is the demand number but on this screen i cannot see that but here i can see so now and i have this business case now i will create demand with the demand manager role so i will impersonate demand manager because demand manager will have access to the demand management application and we will see that how exactly demand manager can create will he see the same fields or different fields so if i come here and i type demand i have this create new button and demand management application as well if i click here click create new you can see this time this time i have more fields that means demand manager because he has definitely more roles more access than that self-service user because he's the main person who will review who'll enhance the demand so you can see i can create the demand so let's say i'm a demand manager and uh i i basically get the demands from different teams maybe via emails so if somebody marked an email to me that hey god of uh i think this is something uh this is this is a new uh demand i want to implement maybe the same one i will i will mention the same one um implementation now i'm a demand manager so i will definitely uh i will definitely uh provide the better better name because self-service user might not provide a better name every time but i am i'm a demand manager i should have all the information so i will just mention implementation implementation of mobile app now this is a demand i have now what kind of category so i can just select the category uh well whether it is a strategic of operation now this is not operational this is not a defect or a change it's it's a strategic demand so i will i will keep selecting uh strategic now here i have to select whether it's a project it's an enhancement epic story ideally it's it's definitely a project big project so implementation of mobile app so it has to be project here i can provide the start date end date so i can put like start date here and then i can maybe uh put maybe from 1st of july and here i can put maybe by end of december so i will put here 31st december and then i can also select some other records like you have this portfolio program but i don't think if we have any racket let's see if we have yes we do have we do have some demo records maybe this is i can mention product development this is a product development i can select the program as well now we will talk about portfolio management program management in our further series in in further series you will see that we will talk about program management and portfolio management and details but here we are just talking about demand management uh you can see we don't have any program that's fine and i can just provide some other information but as of now i'm just creating the demand so i can just save it for now i can just save it so this demand is basically saved i have not submitted it and submitted yet so as of now you can see that this is how you create a demand but the view is totally different for a demand manager and for for a self-service user because self-service user can see only few fields but demand manager can see more fields much more fields than self-service user maybe we will also try to create demand with this demand user role so maybe i will impersonate that demand user uh i will click here i will impersonate demand user now because this will see the difference and if i type demand i can see the application and if i click on create new i think demand user will also see same kind of data so you can see but there is a difference here let's say i will provide here employment mobile app that's a difference we want to see so you can see here we have category so i can select category i can select type i can select the date as well maybe i will select first july and here i will select 31st december now here you cannot see portfolio because that can only be selected by demand manager not demand user so i can only select program not portfolio okay and you can see here the demand user can actually select the programs which demand manager was not able to see ideally i think it is based on a pro portfolio maybe because i think this is uh this is program manager let me check uh i think these are the different programs maybe which are already created but that's fine i think this user can still select those programs so maybe i will mention um we don't want to basically uh select anyone so but but overall we just want to see the difference so you can see i cannot select the project manager as well but i think demand manager can definitely see that so uh business case i can access i cannot uh use this one assessment one yeah i can i can edit a lot of fields we will we will talk about these fields as well but overall demand user can also create but it having even demand user also has limited access but not that much that means even demand user can also create and fill a lot of data in demand management application enhance a demand now once demand is submitted it goes to a demand manager who will review the demand and add additional details in the demand for further assessment majorly cost details and stakeholders so let's go to the instance and update those details so we will impersonate with demand manager so we already have this demand manager and which particular demand we will edit basically the one which was submitted by self service user not the one which was created by demand manager so what we will do i will go to demand and here i can click on all and i will see what all new demands were submitted so we have this retire this one i think i should take updated one so that i can sort this correctly so i will select updated fields and i will sort this and yes we have this using service now this was the one which basically demand manager created and this is the one which basically uh end user that cell service user created so i will take this one so i will open this one and i can access definitely all the fields here now i will start filling up the information because these are the this is the demand which i have to review and i will basically update the details maybe the cost details i can also update the resourcing details and other details so that this can be sent for review so what i will do now i will basically go to the details it doesn't have any portfolio but even doesn't have dates as well so let's say i will put a start date myself so i will put it as uh 1st of july and i will just mention here maybe 31st of december this is just uh uh till december this will work um then i can just put for portfolio uh i will select product development can i select program now no not at all i can i can't select program again uh i can select investment class so whether it's run or change so you can select maybe change it's definitely a change because it's a implementing the whole uh whole new product that is the implementation of mobile app then you can select investment type that is cost reduction and user experience legal i think this is for uh end user experience so you can put an user experience submitted by it so here you can see who actually submitted it now here it says demand manager so you can select the demand manager if i select here it will show you all those users who i think have that demand manager role so you can see we have 27 users if i search for demand yep you can see not other users are visible here like demand user or demand approver but demand manager is definitely there so i can select demand manager and you if you remember we selected collaborators when self-service user was creating the ticket so you can see here we have those same collaborators and then here i can select department if we have any i'm sure because we do have demo data so maybe i will put id business unit i will select business unit if we have any this is again i t i can select project manager now somebody has to uh manage this right so as a project manager so we can select any project manager maybe this person ellen motter impacted business units if you want if business capabilities business applications now all these fields are out of the box fields so now i will maybe go to business case we already have those information now we will create the cost plan because that is also really important so you have you are a demand manager you are screening this particular demand and you want to create the cost plan that how much this this plan would cost that's something you can provide that only you can plan and implement this implementation like this mobile implementation uh if i go to assessment notes i think as of now we will not provide these data and i think this is kind of enough details right now because but i have to submit the cost plan so i will save this and as of now you can see the state says submitted so initially we had draft then we have submitted now i will create the cost plan so if i go here here we have cost plans here so i will create a cost plan maybe i will go to financials here you can also provide data that capital expense and all that's something you can provide but that's fine we can also manage it directly with the cost plan so i will click on new because we will create the cost plan here i will provide implementation cost so i will put implementation cost here i can select the fiscal period i think that will be maybe i will put i think let me search for 21 we do have 21 so this is for maybe june and end maybe this end will be there in i have to search that again 21 till december so i will select december that's a cost plan i'm putting now here you can select the currency and what currency not every organization it depends right what kind of currency some people might use some organization might use inr some might use usd some might use some other currencies so in that case you can select your what is the unit cost that's something you can provide if you want uh quantity you can provide uh then you can provide cost type now what kind of cost this is that you can definitely uh provide this is uh maybe i can select uh software maybe opex yeah i can select software copac opex and i have uh reoccurring that's fine you have product model if you want to select product model i think it will be service now let's search if we are getting service now yes i think it says software license uh maybe that model if you want to select yes this is totally fine it's his total planned cost and his unit cost i think i can i can put unit cost maybe let's keep it zero for now let's see what kind of what kind of cost we will get because it's asking for unit cost i think i can still provide maybe i will put 10 uh okay it changed to gbp uh maybe i can just put change to usd and then i can submit it so i am submitting this cost plan so you can see now you can go to your financial sections now you can see it has updated something it has updated the total planned cost is just ten dollars and then financial return is like minus i think we have to we have we should update this if i click on this implementation cost and if i change this a unit cost maybe i will put 10 000 that's a cost it will take 10 000 and i will put i will update this 10 000 and this time you can see we have got total plant cost is 10 000 and we have this financial return is minus that means because this cost will be deducted for sure and financial benefit now this is something you can definitely uh provide that how much benefit you will get out of out of this implementation i think it's a new implementation it will make the work more efficient but i don't think this will give financial benefit because there's an extra cost you're putting it will definitely improve the efficiency but not maybe financial benefit so that's totally fine and if i still go to this cost plan and if i go a little bit here you can see it has breakdown now all those ten thousand dollars so let's say you assume that okay this will take ten thousand dollars now you can see it has a breakdown of all those all those dollars like cost basically per month that how much of cost you will be there it will be there per month it has divided that and it says entered cost functional cost and you have exchange rate and other other details as well if you want to fill i think a lot of different features you will find in cost management as well so i can go to the demand now and here if you have to provide some other details as well like you can select the rate model uh if you want to really provide if you have any financial benefit in this case we don't assume but let's say if you have any other demand and if you think that will save the cost then you can definitely provide that information here create demand stakeholders it's time to create stakeholders who will be part of demand assessment and should be impacted due to the implementation of the demand like process owners product owners demand manager has to make sure that the appropriate stakeholders are added in the demand record so you have to go to the related list of the demand in related list you will see this stakeholders related list you you can already see these three rackets in this particular demand which says these are already created now why they have been added the reason behind it because they are part of that portfolio so if you remember we already selected portfolio here product development now as part of the process it automatically picks up those rackets so in this product development we have three different people which are basically related to product development portfolio and their function is sales here like director of finance business analyst and brm business relationship manager so these three people are already added automatically so if you have one portfolio in in that portfolio you can already define a lot of people and then those people will automatically be added as stakeholders but let's say even if you want to add or maybe a create new stakeholder you can definitely do that so you have two options here one is add existing another another is create new now if you will do that so let's try to add existing first click on add existing it will open up this basically uh screen and this will ask you that to add new people so let's say we have this person so i will just click on save now this barbara will be added as a new stakeholder as well so i will go down and you can see four stakeholders you can also create new stakeholder now you can see this numbering to this stakeholders the reason behind it because this stakeholder has a different table as well in service now so if i click on create new this will create a new racket as well basically you can see it says stakeholder register so you're going to create a new stakeholder and let's say i will click here maybe i will add abraham lincoln and i will select the portfolio level of interest maybe hi um then i will do assessment recipient whether this person will get assessment that means he's an important person who needs to do assessment for this demand if you want that then you can definitely select yes do you want it as approver yeah we can select yes as well influence we will maybe keep high engagement maybe leading you can say it's leading and then here you can put function any function you want maybe maybe tech lead something like that maybe tech lead and then i will just click on submit now this will create the record as well in the stakeholder register that's the one thing second thing it will automatically add in the demand record as well so you can see in demand record stakeholder related list you can see this stakeholder as well so that's how you can add stakeholders in a demand demand assessment assessing a demand is an important part of the demand process as it gathers information in order for decision makers to determine if a demand should be approved or rejected assessments help score demands so that demand managers can better understand risk value to the business the main benefit of assessment is the ability to get collective feedback on demand value and risk so basically you have this feature of doing the assessment of a demand now demand manager should only send the demand for further screening after validating the financials of the demand and make sure that whatever estimated cost is updated in the demand is the right estimation now before sending a demand for assessment it's really important that demand is like all the financials are properly updated in that demand bracket before it's it is sent for uh assessment now let's see what fields are updated for financials before sending that particular demand for assessment so that's basically called prepare demand for assessment so we have to prepare that demand and that's what demand manager does that before sending it for assessment he basically review the whole demand and updates all the required details so if i go to my instance we of we have already impersonated uh demand manager and we already have this record so what i can do because before sending it for assessment financials are really important so we can see we have this financials here now we have different fields we have already updated few fields by cost plan but if i talk about what exactly these fields are so if i start with rate model now it is something collection of rate lines associated to a project or demand to deliver date effective criteria driven hourly rate so basically the what kind of raid model you want to follow in this particular demand you can just mention that and as of now it says group user role so that's how this rate model so you can mention any rate model you want it has to be just available here to to be selected next field we have is capital expense now this is something expense which is used to buy or maintain or improve assets so basically uh if if you have to uh buy something to in order to maybe you have to purchase a tool all those all those expenses that will be called as basically capital expense then you have operating expense now operating expense is something day-to-day expenses incurred basically so day-to-day expenses that how exactly uh that that cost will come that means daily activity delivery may be made maybe developers have to work on that particular project all that operating expenses will be mentioned here you can see capital expense is still uh empty like there's just zero what i can i think i can maybe update it we have i think this is software uh opex if i create a new plan let's let's create a new plan i will mention maybe um maybe support cost id this should be operational that's fine i'm just putting support cost and i can select here june and i can select here december and unit cost cost type now what kind of cost this is external labor hardware kpax labor uh maybe i will just mention uh labor opex i think that is yeah labor opex uh then i will maybe just submit it let's see if it will update something i think i added 0 so i will still update it that's really important so i will update that as well i think it's taking time to load so i will just select this one and i will mention unit cost maybe 5 000 and then i will just update it and i will go to the demand now and okay again it is just it just added operating expense and if i add let's say uh another one let's say this one uh labor kpax and i will select here five 000 and here i can select the fiscal year i can just mention that i will mention maybe a labor cost and i will just submit it and let's see what kind of uh okay you can see here this is because kpax is the capital expense now this is operating expense and this is capital expense so as i mentioned capital expense is something which you basically expenses to buy something maintain something and improve assets and operating is something in day to day operation what exactly uh money you need i think ideally if i talk about implementation cost will always come in uh kpacks not in opex because that's a capital expense you need to implement that application but that's fine this is just a demo then you have financial benefit as i mentioned like you can mention what kind of benefit we will get or organization will get if you will implement this application if you want just for example i'm just putting maybe we will save 10 000 uh financial benefit and now you can see it says total plant cost is this uh financial benefit is this like we will get uh 10 000 that means we are yearly cost and what kind of benefit we will get every year we we might save approx 10 000 you can mention here then you have discount rate now discount rate is something interest rate to determine the present value of future cash flows and just to have that difference that what would be the interest rate uh to determine the present uh value of future because let's say we have 10 000 today now what kind of discount rate it would be so that it can calculate as for the future cash flows that you can select in uh discount rate i think these are uh kind of financial language as well uh sometimes so you might not be but if i talk about project managers they will be definitely be able to understand that what exactly these terms are and how they can use it now some some fields are auto populated which i just mentioned like total plant cost which is sum of capital and operational expenses financial return this is basically the difference between financial benefit and total planned cost so that is something it will it will calculate uh here so i can maybe save this let's try to save this because it was still showing 20 000. now you can see financial return shows 10 000 now this is basically the difference between financial benefit and total plant cost then you have net present value which you can see here it is basically calculated from total plant cost per year so whatever total plant cost you have per year financial benefit per year and the discount rate for the demand so it calculates as as per the data you provide here as well maybe i will put five percent let's see what data we get uh here if i do five percent okay it's nothing here that's fine i think but overall it gets calculated with plant cost total plant cost per uh per year financial benefit per year and the discount rate for that particular demand that's how it is calculated and then we also have internal rate of return that means annual interest rate required to achieve uh that particular np basically net preset value net present value of zero how exactly you want to achieve that that's something you can put here i think if i talk about most people don't use these fields in organizations it's totally up to you whether you want to use it or not it's not mandatory to use then you have basically demand actual cost now this shows the demand actual cost as well now actual cost of all demand tasks and actual cost of all extra activities basically so if i talk about let's say we have any uh requirements and you want to uh have some cost for that particular activity that you can mention here and which will definitely uh come here because that's a actual cost of that for all demand tasks you do or all the actual cost of extra activities you have to to perform this demand to fulfill this demand types of assessment there are two types of assessment and demand management demand metrics assessment metrics now in demand metrics assessment is done on the basis of data entered by demand manager related to cost roi size now cost is calculated as per the values provided in capital expense and operational expense fields by demand manager roi is calculated as per the values provided in financial return and impact fields and size is the effort needed to complete that demand now once demand manager objects the data for that particular demand matrix then assessment metrics comes into the picture so after updating the data in that demand for demand metrics then assessment metrics comes in the picture in assessment metrics assessment is done on the basis of data entered by stakeholders which is provided via assessment survey now this assessment metric includes strategic alignment and risk now these stakeholders get surveys which has set of questions so that assessment can be done for that particular demand the data which i was talking about for demand metrics is basically the cost total cost which you have here capital expense and operating expense then you have roi which is basically calculated so you can see that overall we spent twenty thousand dollars and we got benefit of ten thousand that means you are basically getting financial return of minus ten thousand so only you you overall cost which you are you are putting for this implementation is just ten thousand because you are getting financial benefit as well and return on on that particular uh investment is fifty percent like minus fifty it's basically just 50. so you whatever you you are you are basically putting the cost that's minus 50 you're not spending 100 you are getting something basically and that is minus 50. now another thing is size and now this roi is also dependent on we have this impact this is also really imp important for assessment of the demand so we have this impact so this will definitely have high impact so as a demand manager it's your responsibility to fill this data as well and another is t-shirt size that what is the complexity that how exactly how much time what is the complexity we have to implement this application so this will be definitely be i would say maybe not extra large but at least large because it's a mobile implementation this will be definitely a big thing for any organization now another thing you have here assessment required now this is very important field as well as i mentioned about that when you for for screening of the demand you basically send a survey that's basically an assessment survey which is sent to the stakeholders which are basically eligible to uh fill the survey fill the assessment and to so that assessment can be done for that particular demand but let's say if you don't want that then you can uncheck this box and if you really want to enable assessment and you want to send that assessment survey and do the assessment then you can just keep this keep this check box checked and this is basically by default checked now once you are done with all financial data all these values which are really required uh required for this demand to be assessed then you can just click on this screen once you will do that this particular demand will be sent for assessment so what i can do i can just click on screen because i'm a demand manager and now i know that okay this demand is ready for screening the people can provide the do the assessment and provide the results so if i go little bit bottom now you will see some difference now here we have assessment instance and we have assessment results as well so if i reload it you will see that it has created assessment records so here we have assessment instance i cannot see this maybe i don't have access and here it says about results and let's see if somebody has received any any assessment record i am trying to uh basically refresh it but i cannot see that that's totally fine we will do one thing i will let me check if this person will get assessment uh let me basically um i will mention here assessment okay we already have assessment recipient i will just maybe reload it and i will add here i will see if the person which personal particular user has received that assessment record uh yes yes okay only two persons what we will do let's let's impersonate this person we will see whether this person can see that assessment racket or not so i can just go here i can just impersonate this user and see if this user has received any racket for for review so i will come here and yep we have this assessment my assessment and if i click that absolutely you can see here i got it this particular demand it says using servicenow in mobile absolutely so i can just click on take assessment now i will provide manual assessment to this particular racket so here i have some questions so basically as i mentioned we have two demand assessments one is demand metrics another is basically uh assessment metrics that assessment is basically done with the help of some questionnaire which you ask from those stakeholders who are basically eligible to fill the assessment to fill the survey so it's not i should i think we should not say survey it's basically the assessment bracket so here we have strategic alignment and i can provide is this related to corporate initiative i can maybe put 10 uh with this increase will this increase job efficiencies maybe i will put zero uh i think yeah i think maybe 10 yes it will be very efficient right does this increase process consistent optimization i will put 10 maybe or maybe five uh then we have can we gain a competitive advantage yeah we will yes maybe i will put five again or maybe seven and then we will talk about risk now here i will provide data for risk is this uh susceptible uh to time delays um i think yes it will be very very risky i think that is something you can put one to maybe i will put five uh does this fulfill the compliance and regulatory requirements uh maybe 10 yes does this require additional infrastructure business expansion not at all because servicenow doesn't need any extra infrastructure so i will put zero uh does this contain significant dependencies maybe i can put five yeah we do have some dependencies so maybe on the resources and some other stuff as well and i will just click on submit so this assessment is submitted now another one was a brian but before that i will impersonate the demand manager and i will see how that record is looking so i will impersonate demand manager again and we will see that what kind of data he can see now because one has submitted this particular assessment it is still pending for abraham lincoln so i will go to that demand i will type demand here and i will click on all and this is the one which we are working on and i will go to here and here if i see i think i'm not able to see the data but if i'm not wrong if i will add idle user to this user i think he'll be able to see that then we have you can see now this time i have this strategic alignment now this is assessment results now these three results which we have here this one two three i will maybe change this here roi size and cost now these came from demand metrics and this one strategic alignment and risk this came from the data i just submitted as part of this assessment perform assessment results review so now once basically assessment is submitted and we all have results like all results are available in this particular tab in this related list then demand manager can review the assessment and then he can decide accordingly that whether this particular demand should be approved should be qualified or not let's say you are fine after seeing the results after seeing the assessment if you are fine to go ahead with this demand then what you will do you will just click on qualify once you will do that it will move from screen to qualified you can see now it says qualified now here the process is around approval because now somebody has to approve this so if i come here um i think we don't have approvals here but let me reload it and see i think it should have some approvers uh idle demand manager can also approve it but if i come here you can see this never miss sale can approve this even these two other as well but let's do one thing let's impersonate this and see if this user has got approval for for this particular demand so if i impersonate this user and i check if i have approval uh record approval maybe i will go for demand i think because maybe this user doesn't have approval role that's the reason uh i think maybe this this user cannot see that but that's fine i think we can still approve it from from our own access that is demand manager not system administrator we will approve it from demand manager i will impersonate it again demand manager and then we can approve that so basically you do the assessment first and once you are satisfied that yes this this particular demand is is ready to be maybe implemented or we can definitely convert it in into the projects you can definitely approve that so if i go here and i can just click on approve you also have this option defer and if i if you remember i told you that we do have deferred state as well but here i will just approve it once i will approve it that means now this demand is approved create demand tasks now after approval of that demand you can also create demand task means maybe the activities which are involved to complete this demand so you can just go here demand task and you can create new demand tasks so you can just click here maybe start planning we will just mention planning resources that is one of the tasks we have and you can put category initial review or its cost estimate resource estimate yes we can put the category as well if you want to put the due date you can put that maybe i will mention like this and you can provide may be assigned to a group you can assign to person as well and that's it you're done so one demand task is created so that's how you can create a demand task now if i go to the related list so you have demand tasks we have created that you have stakeholders you also have requirements now implementation of mobile app it's very high level requirement but let's say you want to have some detailed requirements that you can mention here as well in requirement so if i click here a new button and i can just mention maybe enable incident incident management in mobile app that's one of the requirement i have here it says type business solution functional qualities i think maybe tight business maybe and i can just click on submit but this is one of the requirement now it this requirement that can definitely be uh the technical requirements if you want that is also possible but maybe related to business requirement because that's the reason we have these type you can see that what kind of requires a business it is solution like functional or non-functional that's how you can provide maybe quality uh stakeholder maybe uh there's a requirement for some one of the stakeholder that you can mention maybe any transition like a knowledge transition maybe so all those details you can mention here so that's about basically the requirements and if i go here now we we have these assessment instances we have assessment results we have cost plans you also have resource plan now we will have a separate section for resource plan as well that resource management application we have in service now under project portfolio management suites as well and then we have this benefit plan if you want to uh mention that what kind of benefit you will get with this particular implementation that you can mention in this demand as well rid ac now another type of rackets which you can create in demand management those are risk issues decision action change however these different rackets can also be converted from different type of racket that means risk can be converted into issue decision action or change similarly like issue issue can be converted into decision action or change it's basically the radical structure we have in this rid ac but they can be created separately as well so if i go to the demand you can see here we have risk issues decisions actions and changes risk is something if you get any risk if you think there's a there's an existing risk that you can mention if you have or maybe you you think there's a potential risk you can mention here if you have any issues you can mention here if you want to take some decision there's some decision pending or we have to take the decision you can mention here if you have to take some actions that you can mention here or if you have to create some changes that also you can mention here if i click on new i think this will basically yeah it will create the change request request change you can see here that what kind of change request is needed for that particular demand so all these different rackets you can create and demand application as well moreover the important piece is that you can convert those different brackets from each other how as i mentioned let's create a risk first so i will create a risk and if i will create a risk i will just mention a test risk and then i will just submit it now i think as you can see for every task every i think every record you create in demand it always asks for cost because it might happen right that every kind of activity needs some cost as well and you can mention that if you if it is needed so you can see we have created uh this particular risk and then you can also create issues but what i will do i can i can show you something so let me open this and it says convert to rid ac now it has a separate table now this ridac now issues actions they are definitely connected to the demand record but this ridac is also is a different table which shows all the conversions i will show you that but before that let me convert it let's convert this risk into different other records what are those records like issue decision action request if i select issue let's say issue and here it is asking you whether you want to close the risk that's fine let's close this i will click on ok this way i will close the risk and i will be i will be able to open issue a new issue so if you click on ok this will automatically create the record in that issue table so you can see it says issue has been created if i go bottom now we have this one if i click on this you can see that issue that risk got closed now here's the issue if i click on this convert to ri dsc again now you can convert this record only three records as i told you it's radical so here you can select decision action request change so i will select decision now close issue click on ok so this is how you will be able to convert this issue into decision and if i go here i will just open this one now now you can also convert this one as well so if i click here again you can see now i can see only two records to select that is action or request change i can select action close this decision okay and i will show you all the records which we created now this is action i will click here because our decision got closed and this one i will click again here and now you can see i can only see this request change the message which basically i understand from this and you also need to understand that you cannot convert basically an issue maybe to to risk because issue risk can be converted into issue and other four records you have so i will close this action click on ok so all five records are created successfully but what i will do i will go to the demand now and see how exactly it is showing that those rackets basically all those different records we have so i come here and i will show you that all those five rackets will be there individually in all those different related lists so we have one risk we have one issue we have one decision but you can see all our clothes because that's what we selected and here we have request change so finally we have created this request change now where exactly you can see all of these records together as i mentioned we have a different table where we have this mapping that is view rid ac and if you will check that and if i maybe uh if i sort this absolutely you can see we we got all these different records where we converted those records from each different other record now one thing we have if i go to request change this one you have one more option here associate ridac if you will do that you can associate this record with any other ridsc record as well maybe i will okay other risk issue if you want to do that let's say if i select risk it will ask which one this task may be and if i click on ok now what it will do it will create associated with a test risk okay if i come here now you will see that record yeah we can see here uh we have this one and we have this one associated with this one as well so we have action or maybe i will do show matching and yes you can see that's how you can basically you can see all those rackets together in one record only that means all these mappings so this is the association if you want to make with these different rackets overall in your demand management when you are managing any demand and if you have to track issues risk decisions actions you can definitely do that even if you don't want to follow this ri dac model it's totally up to you but just for uh just for managing things perspective as per the demand you can directly use these issues action risk and if you don't want to convert that is totally up to up to the use case or it's totally up to you how you manage different records in your organization now we are done with all the required information we need in a demand so what is the next action the next action would be converting a demand into a project so if you open this demand so this is the same demand racket which was submitted now what you can do you can just go to the related list here it says create project now we will convert this demand into a project and we will see what kind of data will be pulled from that demand so if i click on this create project it will convert this demand into the project racket now what is project bracket and what is project management that you will see in my next video so here is you can see it says project is created if i click on this i will just show you the glimpse of that project management form that particular record of of project management as well so you can see it is converted now i only have demand manager role so i cannot edit this you can see because i don't have project manager role for that you will definitely need some more access but but the important piece here is that you can see that it is pulling a lot of data like it is pulling i think let's go to financial yes it is pulling financial data from demand itself even business case and let me check uh yes even score and even these data you can see we have one we created one requirement so that means it will pull all the requirements from demand uh racket it will also pull the cost plan it will also show you the baseline of this baseline means that what is the baseline of this project now we will talk about it in in next video but overall it shows the baseline that this is the baseline we converted this particular racket from another demand you can also see here risk issues decisions actions request chains and you can also see stakeholders that what all different stockholders are involved even for the project so that's how you can convert a demand in uh convert a demand into a project and that's how you can manage different demands you get in your organization with the help of demand management application i'm sure this is very efficient application so if you get multiple demands and you don't know how to manage different different requirement you get from your different customers and i think it is really a great application you can definitely use in your organization to to fulfill the demand of your customers so thank you for watching this video have a great day

Channel: SAASWITHSERVICENOW

Views: 2,818

Rating: 4.9298244 out of 5

Keywords: incident management, incident, What Is ServiceNow, what is servicenow platform, servicenow training, servicenow administrator training, servicenow tutorial for beginners, what is servicenow software, what is servicenow administrator, servicenow basics, servicenow, what is flow designer in servicenow, flow designer, flow designer interview questions, flow designer integration hub, ppm training servicenow, servicenow ppm training, overview of ppm in servicenow

Id: 6BQngdrHboU

Length: 73min 58sec (4438 seconds)

Published: Mon Jun 07 2021