Demand management DEMM

Analysing and proactively managing business demand for new services or modifications to existing service features or volumes.

Revision notes

Updates for SFIA 9

There is an updated version of this skill for SFIA 9.
Theme(s) influencing the updates for this skill: Making SFIA easier to consume (enhance readability/guidance/descriptions), Making SFIA easier to consume (new levels).
A new level have been added at level 4.
You can move to SFIA 9 when you are ready - SFIA 8 skill descriptions will still be available to use.
Previous SFIA assessments or skills mapping may be impacted by this change.

Guidance notes

Activities may include, but are not limited to:

collaborating with the business to prioritise demand to improve business value
developing and communicating insights into patterns of demand
performing what-if analyses and scenario planning to develop insights and proposals to improve business value
proposing responses to meet both short-term and long-term demand and facilitating decision-making and planning
integrating demand analysis and planning with complementary strategic, operational and change planning processes.

Understanding the responsibility levels of this skill

Where lower levels are not defined...

Specific tasks and responsibilities are not defined because the skill requires a higher level of autonomy, influence, and complexity in decision-making than is typically expected at these levels. You can use the essence statements to understand the generic responsibilities associated with these levels.

Where higher levels are not defined...

Responsibilities and accountabilities are not defined because these higher levels involve strategic leadership and broader organisational influence that goes beyond the scope of this specific skill. See the essence statements.

Developing skills and demonstrating responsibilities related to this skill

The defined levels show the incremental progression in skills and responsibilities.

Where lower levels are not defined...

You can develop your knowledge and support others who do have responsibility in this area by:

Learning key concepts and principles related to this skill and its impact on your role
Performing related skills (see the related SFIA skills)
Supporting others who are performing higher level tasks and activities

Where higher levels are not defined...

You can progress by developing related skills which are better suited to higher levels of organisational leadership.

Click to learn why SFIA skills are not defined at all 7 levels.

Show/hide extra descriptions and levels.

Levels of responsibility for this skill

Level 1

Level 1 - Follow: Essence of the level: Performs routine tasks under close supervision, follows instructions, and requires guidance to complete their work. Learns and applies basic skills and knowledge.

Level 2

Level 2 - Assist: Essence of the level: Provides assistance to others, works under routine supervision, and uses their discretion to address routine problems. Actively learns through training and on-the-job experiences.

Level 3

Level 3 - Apply: Essence of the level: Performs varied tasks, sometimes complex and non-routine, using standard methods and procedures. Works under general direction, exercises discretion, and manages own work within deadlines. Proactively enhances skills and impact in the workplace.

Demand management: Level 4

Level 4 - Enable: Essence of the level: Performs diverse complex activities, supports and guides others, delegates tasks when appropriate, works autonomously under general direction, and contributes expertise to deliver team objectives.

Performs demand management analysis and planning activities within a specific business or operational area.

Monitors patterns of demand and identifies insights and proposals to improve business value.

Identifies and assesses opportunities to prioritise or improve alignment between business demand and capacity to deliver.

Engages stakeholders to communicate insights, plans and decisions regarding business demand.

Demand management: Level 5

Level 5 - Ensure, advise: Essence of the level: Provides authoritative guidance in their field and works under broad direction. Accountable for delivering significant work outcomes, from analysis through execution to evaluation.

Implements demand management analysis and planning activities.

Provides advice to help stakeholders adopt and adhere to the agreed demand management approach. Manages the process of integrating demand management with complementary strategic, operational and change management processes.

Maintains a register of business requests and routes requests to the right place. Reports on the status of each request.

Reviews new business proposals and provides advice on demand issues. Works with business representatives to agree and implement short-term and medium-term modifications to demand.

Demand management: Level 6

Level 6 - Initiate, influence: Essence of the level: Has significant organisational influence, makes high-level decisions, shapes policies, demonstrates leadership, promotes organisational collaboration, and accepts accountability in key areas.

Defines the approach and sets policies for discovering, analysing, planning, controlling and documenting demand for services and products.

Organises scoping and business priority setting for strategic business changes involving business policymakers and direction setters.

Engages with and influences senior stakeholders to improve the business value delivered from new or existing services and products.

Leads the development of demand management capabilities. Leads the integration of demand management with complementary strategic, operational and change management processes.

Level 7

Level 7 - Set strategy, inspire, mobilise: Essence of the level: Operates at the highest organisational level, determines overall organisational vision and strategy, and assumes accountability for overall success.

New level