Impact

The Impact tab provides the capability to measure the progress of an RFC relative to agreed Service Level targets and Workflow time estimates. It also includes a quick reference for identifying other Services or Items affected by the RFC. This tab displays a summary of the following:

• Service targets

• Workflow estimates

• The impact of the current RFC on related infrastructure.

The drop-down filter options within the Impact tab include:

Service Targets

The details displayed here are drawn from the Service Level assigned to the RFC. These include the target Response, Restoration and Resolution times for an RFC, based on the Priority assigned. If an Underpinning Contract or OLA has been assigned to the RFC's current State then the targets for that contract will also be listed.

For more information on Service Targets, see: Service Level Agreements.

Service Level Breaches

When an RFC Service Level Agreement is violated, a service level breach is recorded against the RFC. The User assigned to the request will be notified and asked to provide a reason for the breach, and assign a Breach Code.

To assign a Breach Code:

1. Click the RFC number

2. Click Edit

3. Select Impact > Service Level Breaches

4. Click Edit

5. Assign a Breach Code
   (The available codes are created by the Supervisor within the Service tab)

6. Add any additional information, if required
   
   

7. Click Save.

All breach information is used for reporting on Service Level Agreements.

Services Affected

When the request is logged against an Item that is associated with Services within the Item Relationships tab, the Services Affected option displays the Service Item Number, the Service SLA and number of Affected Users.

Estimates

The Estimates option allows Users to view an indication of the approximate time a Change Request should remain in each State of the Change Workflow, the amount of time logged in each State and the length of time the RFC resided in each State.

The Estimate Times are drawn from the OLA and Underpinning Contract assigned to the current State. However, these can also be adjusted manually for each RFC. To manually adjust the estimated time for a Workflow State:

1. Select a Request number ID

2. Click Edit

3. Move to the Impact tab, select Estimates from the drop-down list

4. Select the State hyperlink within the Status column of the Estimate Time to be adjusted
   An editor box is displayed.

5. Enter the adjusted time in the available field

6. Click Save within the editor box

7. Make any other time adjustments, if required

8. Select Save to record all manually entered time adjustments against the Change Request.
   

Planned Outages

Planned Outages can be created and linked to the RFC. The Planned Outages are used as an indicator for the preferred time that a change to an Item should take place.

Creating an Implementation Outage:

1. Select an RFC number ID

2. Click Edit

3. Move to the Impact tab, select Planned Outages from the drop-down list
   The Implementation editor appears.
   
   

4. Click New to create an Outage or Click Link to access the Planned Outage information recorded within the Item Details tab

5. Enter Outage information
   See Outages for more information

6. Define Notification and Reminder Email requirements
   
   

7. Click Save.
   The Outage is assigned to the RFC.

Contract Monitor

When a Workflow State with an OLA or Underpinning Contract is assigned to the Request, the Contract Monitor displays the details of the Contract.

The information is used for reporting purposes and includes:

• If Milestones are breached the Response, Restoration and Resolution times are assigned a red marking.