Q: 4
Scenario
A clothing manufacturer has made a decision to supplement factory-based retail outlets by opening a
series of stores at out-of-town shopping malls.
The internal IT organization provides support to many mission-critical business systems for both the
manufacturing and retail operations. It must increase its portfolio of services and service options to
meet the planned new expansion. Typically, the business is subject to seasonal patterns of demand,
which recently have begun to exceed the capability of some of the IT services. This has led to periods
of poor performance of some of the critical systems and therefore to degraded service quality. In
periods of minimal demand, there is a surplus of capacity and performance is optimal.
There is concern that the additional business demand from the new stores will exacerbate these
service performance issues.
The board of directors, made up of representatives from each business unit, has asked for a review of
the business supply and demand issues currently being faced by the IT organization. Many service
management processes have been implemented including service portfolio management and
capacity management. However, IT does not have a demand management process.
Additionally, performance levels on many of the supporting services have remained unchanged for
the past 3 years, even though some may now be less relevant to the overall performance of the
critical services.
Refer to the Scenario.
The review of the supply and demand issues concluded that the implementation of a demand
management process could help the IT organization address the issues. Which one of the following
options provides the BEST solution to both the problems currently being faced and those related to
the proposed expansion?
Options
Discussion
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