1. www.regouniversity.com Clarity Educational Community Demand Management Overview Presented by: Clayton Reynolds and Brian Lofton | Date Prepared: April 17, 2015

2. 2 Clarity Educational Community Agenda Overview of Demand Components Value of Demand Management Challenges Rego Keys to Success Questions

3. 3 Clarity Educational Community What is Demand Management? A process to receive, assess, direct and report on various streams of work demand that affect organizational resources and initiatives. CA PPM provides two avenues to capture Demand input – Incidents – Ideas

4. 4 Clarity Educational Community What is Demand Management, cont. Incidents – Any event not part of the standard operation of a service and which causes, or may cause, an interruption to or a reduction in the quality of that service. – Incidents can include hardware, software, and service requests.

5. 5 Clarity Educational Community What is Demand Management, cont. Ideas – The initial stage of creating new opportunities for investment Projects Assets Applications Products Services Other work – Ideas lay the foundation for a specific type of investment by serving as a container for pertinent information.

6. 6 Clarity Educational Community Incidents Incidents are intended to capture unplanned work in the nature of Help/Service Desk type of requests. – I cannot log in – I am receiving and application error – I need to set up a new user In most cases we see organizations use more robust Service Automation systems for this type of work such as Remedy or ServiceNow.

7. 7 Clarity Educational Community Incidents, cont. In some cases we have seen integrations between Help Desk applications and CA PPM – More fluid process for entering time to specific Investments – Downside is a possible disconnect between CA PPM and the organization’s Configuration Management Database (CMDB) from an ITIL perspective – Downside can be minimized by making CA PPM the host for Applications, Assets, Services, etc. – Downside is that incident time is not in some of the time slices – NOT recommended

8. 8 Clarity Educational Community Ideas Initial stage of creating new opportunities for investment such as projects, assets, applications, products, services, and other work. Ideas lay the foundation for a specific type of investment by serving as a container for pertinent information. Ideas allow you to conduct more expedient analysis at an earlier stage – weed out some Ideas can be included in Portfolios

9. 9 Clarity Educational Community Ideas, cont. Ideas in CA PPM allow us to create Teams by Allocating Resources and/or Roles. CA PPM allows resources to enter time on a timesheet to Ideas. CA PPM comes with an out of the box conversion process that allows us to Approve an Idea and convert it to a Project or other type of Investment Starting in CA PPM version 13.2, Ideas can now have Cost and Budget plans

10. 10 Clarity Educational Community Value of Demand Management Capture Demand for future projects to be used in Resource Management and Portfolio Management – It is very difficult to implement resource and portfolio management without ideas representing future demand Automating the capture of demand in a single system – one source of truth Automating the approval process for demand that will become projects Use of Incidents can reduce the number of investments

11. 11 Clarity Educational Community Challenges Users do not like the UI of demand Business users are not in CA PPM, or there are higher costs to move them into CA PPM vs. SharePoint, etc. Where does ITSM end and CA PPM start? How do I deal with different approval processes that always change and have exceptions? How do you decrement Idea demand once converted to a Project? Do you remove it? Make Idea Inactive?

12. 12 Clarity Educational Community Challenges – Open Mic What have your challenges been when deploying demand managements?

13. 13 Clarity Educational Community Keys to Success Easier is better – As much as we would like to have a very process oriented stage gate approval process, to the end user, easier is always better – Try to make the process as simple as possible Engagement – If you require approval from Stakeholders who rarely use CA PPM, find another way or move them more fully into CA PPM.

14. 14 Clarity Educational Community Keys to Success, cont. CA PPM comes with an out of the box conversion process – create a custom one – There is an OOTB process, but it is very “clicky” Allows us to Approve an Idea and convert it to a Project or other type of Investment Resources set up to approve an Idea for conversion must have Project Create access rights (typically automated or done by PMO) Starting in CA PPM version 13.2, Ideas can now have Cost and Budget plans – take advantage of this. Remember – ideas only have one line on a timesheet, and the actuals do not move to the project.

15. 15 Clarity Educational Community Questions Phone 888.813.0444 Email info@regouniversity.com Website www.regouniversity.com We hope that you found this session informative and worthwhile. Our primary goal was to increase your understanding of the topic and CA PPM in general. There were many concepts covered during the session, if you would like to contact any presenter with questions, please reach out to us. Thank you for attending regoUniversity 2015!