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What is Demand Management? …aims to understand, anticipate, prioritize and influence customer demand for services. Demand Management 2

Why is Demand Management important? …to support the delivery structure in place that has inherent resource, cost and time constraints. Demand Management 3

Critical Processes for Success  Consistent Change Management Process  Project prioritization Agreed upon prioritization criteria  Understanding of resource utilization Demand Management 4

What is Change Management? ….the process utilized for controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services. Change Management 5

IES Engagement Request Process (IERP) The IES Engagement Request Process (IERP) is the Change Management process utilized by IES to:  Ensure changes are evaluated and prioritized based on available resources, time frames and complexity  Ensures approved projects are introduced in a controlled and coordinated manner while providing a consistent methodology for achieving desired business results Agencies requesting any type of functionality in SAP must use the IES Engagement Request Process. This includes but is not limited to:  New functionality or enhancement of existing functionality  New or enhanced interfaces  Enterprise integration Note: The IES Engagement Request Process is not applicable to break-fix issues or routine maintenance/support. The IERP process resides in the Enterprise Services and Solutions Project Management Office (ESS PMO) and is the standard process used by all business areas. 6

IERP Process Changes The IERP Process is being modified in order to:  Create one central collection point for all requests  All requests must be submitted via the on-line request form  No change requests via phone calls or s will be accepted  Determine project size and scope via the Project Scaling Worksheet  Complexity  Visibility  Duration  Cost 7

IERP Process Changes The IERP Process is being modified in order to:  Capture critical data via a Business Case (For Level 1 projects only)  Project goals  Performance measures  Assumptions  Constraints  Alternative options  Cost benefit analysis  Provide governance to ensure that projects are reviewed and prioritized based on agreed upon criteria (e.g. business objectives, strategic alignment and resource allocation, etc.)  The IES Operating Committee (IESOC) will convene every 2 weeks to review and prioritize all Level 1,2 and 3 projects. (The frequency of these meetings will be adjusted as needed)  This will provide a consistent methodology for achieving desired business results and tracking project milestones. 8

IERP Process Flow 9

IERP Process Document Library Users will continue to use the IES IERP Page to access the following documentation:IES IERP Page  IES Engagement Request Form  Business Case Template  Business Case Example  IERP Process Flow  Project Scaling Worksheet  Step by Step instructions The IES IERP web page will be updated in the next several weeks to reflect these changes. 10

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