Service Management::Service Impact Assessment

The Serivce Impact Assessment Aggregate Function enables the calculation of the impact of a resource event or set of events, depending on severity and risk level evaluation rules defined by the Service Performance Development function.<br/><br/>The resource event can be: <br/>• a resource trouble or a resource trouble ticket<br/>• an alarm on the resource<br/>• a work planned on the resource (ResourceOrder issued from a Delivery process, from infrastructure operations, from problem management …) or a Project concerning the resource<br/>The nature and the estimated duration of the event can be used for the impact analysis. <br/><br/>Different types of evaluation rules can be defined, for example:<br/>• rules based on the “volume” of the impact (example: number of installed services using an installed resource)<br/>• rules based on the related service level agreement (example : a unique installed service can be impacted but with a very high SLA) <br/><br/>This function provides functionality to:<br/>• identify impacted elements: makes the link between the impacted installed resource and directly or indirectly impacted installed services and installed products (example: an access trouble impacts services supported by the access)<br/>• determine the level, severity and the risk level of the impact,<br/>• helps to plan the execution in appropriate time slot, when customer agreement is required and/or to comply with SLA<br/>• make sure that the means to process the impact are correctly identified, affected and overseen.<br/>• get back the necessary information to be able to notify the concerned customers.<br/><br/>In an assurance context, this function consumes information such as Installed Resource and Service (including SLA), ResourceTrouble, ResourceTroubleTicket, ResourceAlarm. In an infrastructure operation context, this function consumes information such as ResourceOrder, ProjectElement.<br/>It can produce indicators - such as severity and risk indicator - or identify constraints or choice element concerning the intervention slot in order to minimize impacts.<br/>