Overview
- 21 Mar 2024
- 2 Minutes to read
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Overview
- Updated on 21 Mar 2024
- 2 Minutes to read
- Print
- PDF
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Ensure faster resolution of Problems by aptly assessing their Impact!
Impact refers to the effect or consequence that a Problem has on the business operations or services. It is a measure of the extent to which the Problem disrupts or impacts the normal functioning of the organization's operations, services, and users.
When a Problem is reported or identified, assessing its Impact is crucial in determining the appropriate prioritization for resolution. Impact helps in understanding the severity and urgency of the Problem, enabling to take prompt actions to minimize the Impact. The Impact of a Problem can be classified into different levels or categories, which may vary based on the organization's specific ITSM implementation.
User Persona: Administrator
Let's explore the following use case.
Use case User Persona: Administrator | Solution |
ACME is experiencing frequent disruptions in their email service. ACME's IT support team receives multiple reports of delayed or undelivered emails, impacting communication and productivity. | Administrator Fredrick can configure Impact to measure what will be the degree or level of impact of the Problem. ACME's IT support team identifies the Problem as an issue with the email server infrastructure. They assess the Impact as "High" since it affects all users and its critical communication channels. This ensures that critical Problem Records with a high Impact receive immediate attention, allowing for swift resolution and minimizing disruptions. Following are some of the examples of Impact in Change Management:
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Configure Impact
Define and configure clear Impact for Problem management that specifies the potential impact of a Problem on the business operations.
To configure Impact, perform the following steps:
- Navigate to Design Studio > Select Module > Problem Management > Problem SLA Configuration > Impact. The Impact Listing page is displayed. Click New.
Figure: Impact list page - The Impact ID page is displayed.
Figure: Impact ID - details screen - Enter the required details as described in the following table:
Figure: Impact list page
Figure: Impact ID - details screenField | Description |
|---|---|
Tenant* | Select the Tenant from the dropdown menu for which you want to configure the Impact value for a Problem Record. This is a mandatory field. |
Description | Mention a brief description about the Impact. Provide details on the circumstances under which this Impact should be applied and the specific outcomes it represents. Specify any dependencies or prerequisites that should be considered when applying this Impact value. |
Impact Name | Enter the name of the Impact. |
Sort Order | Select the sort order in which the Impact values are displayed or listed within the ITSM system when Analysts are selecting or viewing them. |
Default | Select the check box to display the Impact for the selected Tenant, by default. |
Active | Select the check box to make the Impact available on the other pages of the application. |
An asterisk (*) is a mandatory field.
4. Click Save to save all the details and configure the Impact. Click Reset to clear all the inputs in the Impact ID details screen. If you do not want to save the details and configure the Impact, click Cancel.
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