According to ITIL v3 studies, business processes are the main sources of demand for services. Therefore, Patterns of Business Activity (PBA) influence the service request patterns of service providers.
It is important to study the customer’s business to identify, analyze and codify these patterns in order to provide a basis for ITIL v3 and Capacity Management. It is also necessary to visualize the customer’s business activities and plans, in terms of demand to support the services.
For example, a purchase order (activity) may result in a set of requests (demand) generated by the billing process (customer’s business process).
By studying the ITIL v3, you will see that analyzing and monitoring business process activity patterns will make it possible to predict demand for services and in the service catalog that supports the business process.
It is also possible to predict demand for underlying services of assets that support these services. Demand patterns occur at various levels.
Activity-based Demand Management may require a chain of patterns to ensure that customer business plans are synchronized with the service management plan.
As we have seen, the main source of demand for IT services deals with the execution of business processes within the company.
Organization’s Business Processes
Like any business process, a series of workload variations will occur. These changes are identified as a Patterns of Business Activity (PBA) so that their effect on demand patterns can be understood.
When there is a precise understanding of how the customer’s business operates, IT can improve capacity planning.
Over time, Demand Management may be able to build a business process profile and activity patterns in such a way that seasonal variations as well as specific events (e.g., addition of new employees) can be predicted in terms of demand.
The use of this information will help in various elements of the service cycle, including the following:
Service Design
In particular, Capacity and Availability Management, which can optimize projects to meet demand patterns.
Service Transition
The Change Management certifies adequate levels of assurance that can be delivered.
Service Operation
The availability of personnel can be optimized based on demand patterns.
Continual Service Improvement
It can identify opportunities to consolidate demand or encourage improvements or techniques that influence demand.
However, the Patterns of Business Activity (PBA) determine the Demand Pattern that the service provider perceives. That is, the higher the business activity, the higher the demand for IT services.
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