Overview

Analyze Impact, strategize, prioritize, succeed!

Impact defines the affect of a Service Request (SR) on the users and organization. Impact measures the extent to which a service related issue is impacting the normal operations of the business and the users who rely on those services. Impact usually relates to how the service quality is affected.

By assigning appropriate impact values, IT teams can prioritize requests effectively, ensuring that critical issues are addressed promptly to minimize their impact. Impact values play a crucial role in determining the urgency of service requests and meeting Service Level Agreements (SLAs). By configuring Impact values accurately, organizations can ensure that SRs are resolved within the specified timeframes, meeting SLA requirements and maintaining customer satisfaction. 

Let's explore the following use-case.

Configure Impact

Configuring Impact in Service Request Management is crucial for SR prioritization, and adherence to service level agreements (SLAs). It enables teams to assign appropriate resources, prioritize SRs based on their impact on the business, and ensure timely resolution.

To configure Impact, perform the following steps:

1. Click Service Management.
2. Click Settings > Design Studio.
   Figure: Select Design Studio
3. Navigate to Module > Service Request > Configurations > SR SLA Configs > Impact. The list page of configured Impact values is displayed.
   Figure: Impact list page
   
   
4. Click New. The Impact ID page is displayed.
   Figure: Impact ID page
   
   
5. Enter the required details as described in the following table.
   
   

   Field	Description
   Tenant*	Select the tenant for which you want to configure Impact value for Service Requests from the dropdown menu. This is a mandatory field.
   Description	Provide a brief description for the Impact value. A proper description helps in clarifying the severity and consequences of SR, ensuring a comprehensive understanding of potential business impacts.
   Impact Name	Provide a name for the Impact value that facilitates quick identification of the severity levels of the SRs, streamlining communication, and helping in prioritizing the SRs based on their potential business impact.
   Sort Order	Select the sort order in which the Impact codes 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.

6. Click Save to configure the new Impact value. Click Reset to clear all the inputs in the Impact ID screen. If you do not want to save the details and configure the Impact ID, click Cancel.