Design and Implementation of an IT Demand Management Process within an Integrated Management System: The Case of Dr. Schär AG

The acceleration of digital transformation and the growing volume of business-driven IT initiatives require organizations to adopt structured mechanisms to govern, prioritize and monitor technology demand. In this context, IT Demand Management plays a key role in ensuring alignment between business objectives and IT delivery capacity. This document was developed within the author's professional experience as IT Business Partner at Dr. Schär AG/SPA and describes the design and implementation of a structured IT Demand Management process integrated into the corporate Integrated Management System (IMS), combining the theoretical foundations of ITIL 4 and COBIT 2019 with a real business application. The study analyzes the current state of demand management within the company, identifies the main gaps and designs a target process covering intake, classification, evaluation, decision-making, transition to delivery and governance, based on a single point of intake, standardized criteria and proportional governance. The process is validated through a real case, the Activity Management System (AMS) project, and supported by a Power BI dashboard measuring responsiveness, transition to delivery, backlog size and demand composition. The results show how a structured Demand Management process can improve the governance of IT initiatives, support planning and enhance Business–IT alignment, contributing to a more effective digital transformation journey.