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    Impact
    • 24 May 2024
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    Impact

    • Updated on 24 May 2024
    • 1 Minute to read
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    Article summary

    Impact defines measure of the effect of an incident, problem, or change on business processes.

    Let's explore the following use case.

    Use Case
    User Persona: Administrator
    Solution
    NovaTech is faced with a scenario where a major application used by it has stopped working. Here the management team needs to assess the situation and determine its impact on the company and its customers.

    		To achieve this, the Administrator configures the impact feature. The Analyst will then rank incidents based on how they would impact the organization and its stakeholders. Then the Incidents that have the highest impact are prioritized for resolution. This ensures that the event is resolved at the earliest with the least impact.

    Configure Impact

    1.    Navigate to Design Studio > Module > Configuration > SLA Configuration > Impact. The admin can view the list of all configured Impact. To learn more about managing the list page navigate to Manage Impact. 

    Figure: Impact  

    2.    Click New to configure a new Impact. All the configured Impact values are used across the Service Management module. 

    Figure: Impact New

    FieldDescription
    Tenant*A Tenant is similar to a Department within an organization that provides support related to an IT or facility.  For example:  IT, HR, Facilities etc. 
    IM Impact NameEnter the name of the IM Impact. For example: Low, Medium, High. 
    DescriptionSpecify a brief description of the Impact. This will provide an idea on the level of impact of the incident. 
    Sort OrderType in a numeric value, which indicates the sequence number in which the Impact will be displayed in the Impact list on the configuration pages of the application.
    DefaultSelect this check box to display this Impact value as the default Impact value on the other pages of the application.
    Active

    Indicates the status of the Impact value.

    • If selected, the Impact value becomes an available option on the other pages of the application.
    • If not selected, the Impact value becomes an inactive value. The inactive Impact values are not displayed in the Impact list on the other pages of the application.


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