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ITIL Demand Management’s objectives are to optimize the use of capacity by moving workload to less utilized times, hardware, or places. This books covers the Demand Management process and enable you to implement the following: Activity-based Demand Management, analysis of Pattern of Business Activity (PBA) and user profiles, use of differential charging to encourage Customers to use IT Services at less busy times and offer Service packages which represent the value that the customer wants and for which they are willing to pay. Many organizations are looking to implement Demand Management as a way to improve the structure and quality of the business. The supporting documents and assessments will help you identify the areas within your organization that require the most activity in terms of change and improvement. The workbook serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activities.