Change Management calculation of impact to individual services

[John R1]

When my company logs changes, the impacted services (application services, business offerings, business services) are returned as desired into the Impacted Services tab on the change management form.

We have a business requirement to for servicenow to "calculate" the impact on the business offerings.

EG in our cmdb we have 3 servers.  These are related to a Group.  The group is related to an Application Service, the Application Service is related to a Business Offering.

We want to be able to define the level to which each server support the service.  Specifically when each of the services supports the service 100% we want to be able to calculate the following impacts to service:

1 server is added to the change = impact is "loss of resiliency" (or something I can tell the level of impact)

2 servers are added to the change = impact is "loss of redundancy" (or something I can tell the level of impact)

3 servers are added to the change = impact is "shutdown" (or something I can tell the level of impact)

I can see there is capability within the event management modules to achieve this outcome to calculate these impacts.  Our requirement is to calculate this within the change management module.  Our change requestors need to be able to understand the actual predicted impact on Business Offerings as part of our change management process.

How can this be achieved?

[Dr Atul G- LNG]

Hi @John R1 

I can confirm that it’s doable, but you will need to build the logic for it. From the process side, you’ll need to add a new question in the Risk Assessment, which should be read-only. The answer to this question will be 'loss of resiliency', 'loss of redundancy', or 'shutdown'.

To get the result, you’ll need to create a script that goes to the impacted service tab, retrieves the count, and then, based on that count, populates the results and calculates the impact and risk. I know it’s not easy, but that’s how it works, and we did something similar for our client.

[John R1]

Hey, thanks for your reply!

I don't think this is how we want to solution this...  We thought we could enter a value "percentage" against the servers.  For this example 100%.  And our hope is that servicenow workflow can derive those 3 levels of impact (Loss of resiliency, Loss of redundancy, Loss of service).

Our expectation is we can configure servicenow to return the service(s) impacted, and return the level of impact, without further input from the change requestor.  Is this the case?  Can this be achieved by calculating this bases on the CI(s) selected on a change and the percentage support those CI(s) provide to the service?

[John R1]

Or at least give us a calculated value back - something like:

1 server added to the change value is 200 of 300

2 servers added to the change 100 of 300

3 servers added to the change 0 of 300

[Dr Atul G- LNG]

Hi @John R1 

So, you’re storing the percentage value in each server. If yes, then it seems you’re on the right track. You’ll need to write scripts or business rules to read that data and then update the impact value. I'm not a developer, so I can't help with the coding, but I suggest you try building a logic on paper with tables and fields, then walk through it. We can later figure out if a flow or business rule can be used to populate the value. Also, you might want to check the OOTB risk conditions; they could be helpful and a quick solution."