(
ITIL Service Design) (
ITIL Service Strategy) The process responsible for understanding, anticipating and influencing customer demand for services. Demand management works with capacity management to ensure that the service provider has sufficient capacity to meet the required demand. At a strategic level, demand management can involve analysis of patterns of business
activity and
user profiles, while at a tactical level, it can involve the use of differential charging to encourage customers to use
IT services at less busy times, or require short-term activities to respond to unexpected demand or the failure of a
configuration item.