Impact
- 13 Feb 2025
- 2 Minutes to read
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Impact
- Updated on 13 Feb 2025
- 2 Minutes to read
- Print
- PDF
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Impact is the measure of the effect of an incident on the business processes. It helps in prioritizing incidents based on their severity and business consequences. The impact can be divided based on the number of users affected and the business criticality. For example, A high-impact incident affects a large number of users and can affect critical business activities.
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
To configure an Impact, perform the following steps:
- Click Service Management.
- Click Settings > Design Studio.
Figure: Select Design Studio - Navigate to Design Studio > Module > Configuration > SLA Configuration > Impact. The admin can view the list of all configured Impacts. To learn more about managing the list page navigate to Manage Impact.
Figure: Impact
4. Click New to configure a new Impact. All the configured Impact values are used across the Service Management module.
Figure: Impact New
| Field | Description |
|---|---|
| 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 Name | Enter the name of the IM Impact. For example: Low, Medium, High. |
| Description | Specify a brief description of the Impact. This will provide an idea on the level of impact of the incident. |
| Sort Order | Type 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. |
| Default | Select 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.
|
5. Enter all the details and click Save.
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