Demand

According to ITIL, Demand is "The process responsible for understanding, forecasting and influencing client demand for services. Demand Management works with capacity management to ensure that the service provider has sufficient capacity to attend the demand".

"At a strategic level, demand management can involve analysis of business activity patterns and user profiles, while at the tactical level, it may involve the use of differentiated charges to encourage clients to use IT services at less busy schedules or require short-term activities to respond to unexpected demand or failure of a configuration item".