--- sourceDocument: Brazil ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/servicenow-platform Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Analyze change and incident impact # Analyze change and incident impact {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Use the Impact analysis agentic workflow to identify upstream services and CIs likely to be affected by a proposed change. Invoke the workflow in the ServiceNow Otto panel with a change record to receive a prioritized impact assessment with severity levels and reasoning. ## Before you begin * Activate the Impact analysis agentic workflow, as described in [AI Agent Studio overview](https://www.servicenow.com/docs/access?context=ai-agent-studio&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). * You have the `itil` role to read CMDB, incident, and change records * A change record (change_request or incident) exists and is active * The change record has a CI set, or has exactly one affected CI * The resolved CI has at least one upstream dependency in the CMDB (topological relationships) {#na-cmdb-awf-impact-analysis-use__ul_rrz_tkj_qjc} Role required: `itil` ## About this task Note: The Impact analysis agentic workflow is deactivated by default. The workflow helps change and incident managers make informed approval decisions by automatically identifying which upstream services and CIs are at risk from a proposed change. Rather than manually tracing CMDB relationships, the workflow uses AI to reason about propagation likelihood based on the change description and dependency topology. This reasoning helps you make an informed approval decision, schedule appropriate maintenance windows, and notify relevant stakeholders before the change is implemented. Invoke the workflow from a change record (change request or incident). The workflow automatically extracts the affected CI and change description from the record. If the analysis reaches the LLM reasoning step, the invocation consumes one ServiceNow Otto credit. Calls that fail before reaching the LLM step (for example, CI not found, no description available) don't consume credits. ## Procedure 1. Select the ServiceNow Otto icon and, in the ServiceNow Otto panel, ask the workflow about the impact of a change, providing the change record number. The workflow reads the CI and change description from the record. If the record has no CI set, the workflow uses the record's affected CI instead, provided there's exactly one. {#na-cmdb-awf-impact-analysis-use__entry__3} | Mode | Inputs | Examples | |-|-|-| | Task record | Change request or incident number. For example, `CHG0000015` or `INC0001234`. | "Help with the impact analysis for CHG000015", "What is the impact of CHG0001234?", "Help me do the impact analysis for INC0001234" or "Analyze the impact of CHG0001235". | [Table 1. Input types] The workflow processes your request by traversing the CMDB topology and querying the LLM for impact reasoning. The workflow resolves the CI and description, performs a three-phase BFS traversal of CMDB relationships to build the upstream dependency topology, and uses an LLM to assess impact on each upstream service. 2. Review the impact analysis result. The workflow returns a list of affected upstream CIs and services with the following details for each: * CI name and class: The affected service or configuration item (for example, "payment-db-primary, cmdb_ci_db_instance"). * Impact level: Severity of the impact (High, Medium, Low, or None). * Impact type: Category of impact (Availability, Performance, Data Integrity, Functional, Security, or Operational). * Confidence: Confidence level in the assessment (high, medium, or low). * Reason: Plain-language explanation, including redundancy awareness and propagation logic. {#na-cmdb-awf-impact-analysis-use__ul_ucx_gq2_tjc} 3. Use the impact analysis to inform your change approval or incident decision. * Prioritize services with high impact and no redundancy. These are single points of failure. * Medium-impact services that could need staging, rollback procedures, or additional testing. * Identify which stakeholders own high- and medium-impact services, and notify them before approval. * Decide whether to proceed as planned, reschedule during a maintenance window, or modify the change request to reduce impact. {#na-cmdb-awf-impact-analysis-use__ul_knv_kq2_tjc} 4. Select Open in expanded view to review the topology visualization. The visualization opens in an expanded view. The root CI is highlighted in purple, and upstream CIs are colored by impact level: red for high impact, orange for medium impact, and gray for CIs with no impact. Pointing to a highlighted CI shows its class, status, and the impact reasoning for that CI. 5. Select the relevant CIs in the result to open their detail pages, or continue with your change approval workflow. The workflow renders the result with direct links to affected CI records in the CMDB. **Related concepts** * [Analyzing the impact of a change or incident](https://www.servicenow.com/docs/4GTRJbMqTVci1y_MJKp2kg "The Impact analysis agentic workflow identifies the upstream services and CIs that are likely to be affected by an incident or by a proposed change. The workflow reasons about propagation likelihood based on CMDB dependency topology and the nature of the change. The workflow returns a structured list with impact levels and the reasoning.") **Related reference** * [CMDB impact analysis agentic workflow details](https://www.servicenow.com/docs/iWox9Kpg2JnuLWAqY5E8Uw "Reference information for the Impact analysis agentic workflow, including input modes, output schema, supported record types, workflow tools, and constraints.")