Difference between Affected CIs and Impacted Services/CIs?

Batman3 · ‎10-11-2019

What is the difference between the two fields?

I'm wondering what best practice is regarding the two within ITSM processes.

Martin Grosskop · ‎10-11-2019

The Affected CIs tab is where you would list all the CIs that you are going to change.

The Impacted services/CIs is populated with the Services that will be impacted based on the CIs you are going to change. This is achieved by looking at the Affected CIs and then chasing the relationships up to which Services are dependent on the CI.

I have previously changed the label on these tabs to avoid confusion:

"Affected CIs" relabelled to "CIs being Changed"

"Impacted Services/CIs" relabelled to "Impacted Services"

Regards

Martin

View solution in original post

Batman3 · ‎10-11-2019

So I'm guessing if one were to select an Application class CI in the configuration item field, that wouldn't pre-populate the relationships to infrastructure CIs that are underneath that application CI under the impacted CIs tab?

Martin Grosskop · ‎10-11-2019

Correct.

Just about everything is Change Management is about "upstream" relationships/impacts - not downstream.

Tiago Silva1 · ‎12-23-2020

Hello to all,

Thanks for all the information around this theme, it was quite usefull.

I have a question related with these two fields and the change management process.

My question is quite direct and is related with the availability to add CI's during the change management process.

So, for example when i want to create a new server and I open a change request, after the "New" State The add option in the affected CI is no longer available, only the Impacted services/CI stay as an option.

How do I relate my recently created Server into this change? Should it be added to the Impacted services/CI? Maybe its the OOB behaviour, but any clarification on this woul be appreciated.

Best Regards,

Tiago

Martin Grosskop · ‎12-25-2020

Hi Tiago,

I believe the reason that OOB behaviour is to only allow adding of CIs in the New state is as follows:

Many things can be determined from the CIs on the Change eg the Risk of the change, the impacted services on the change, the approvers, etc. And based on the Risk of the change, this might be used to determine whether a change should go to CAB or not, etc.

So allowing the adding of CIs once the workflow for the Change is in progress could result in changes to the risk, changes to the approvers, etc.

Regards

Martin