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Patterns of Business Activity
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Patterns of Business Activity

There can be no planning IT Service Delivery without understanding the anticipated demand for such services.

As part of the Demand Management process within the Service Strategy volume of ITIL v3 we are introduced to the concept of Patterns of Business Activity (PBA) as the primary source of information regarding anticipated service demand.

PBA analysis requires careful study of the customers business to truly understand the customer demand cycle.