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USMBOK™: USM560
Service Impact Management
The term ‘impact’ is often viewed as having a negative connotation, and is closely related to incidental or problematic events. It is commonly used by some support-centric ‘best practice’, such as ITIL, to differentiate between an event being managed as an incident or a problem. Impacts can of course have a positive effect, and service impact management helps ensure both perspectives are respected as part of gaining visibility over the quality and cost of providing services.
An impact always occurs prior to an incident being lodged. Service Impact Management is responsible for analyzing one or more event(s), typically in the form of incident, problem, change or service request evidence, as they relate to the quality of service provided in general, or to a specific customer community.
The analysis, resulting in an ‘impact statement’, spells out in business, service management, operations, and infrastructure terms the likely or actual consequences of one or more event(s). It’s especially effective when used to span and aggregate the impact of multiple, seemingly isolated or individual events.
Incident related impacts are associated with problem statements, and are further processed by problem management. Positive impact statements form a key component of opportunity statements, managed by service opportunity management.
Charter Statement:
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To define and publish impact statements aggregated from one or more service management records to gain assist in the gaining of stakeholder recognition and support for further action, or to provide proof of beneficial activities or operations.
Service Impact Management Quick Links
Best PracticesKey Performance Measures
Additional information on this topic is included in the Guide to the USMBOK and supporting reference materials.
Key Objectives
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The following key objectives are just some of those commonly found within this topic's standard operating practices:
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Key Concepts
The following key concepts are just some of those commonly found within this topic's standard operating practices:
- Further information is available in the Guide to the USMBOK
Key Artifacts
The following key artifacts are just some of those commonly found within this topic's standard operating practices:
- Further information is available in the Guide to the USMBOK
Major Activities
The following major activities are representative of those commonly found within this topics's standard operating practices:
- Further information is available in the Guide to the USMBOK
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The USMBOK provides a significant amount of additional information on each element of the framework, including this area. The additional information includes:
Best Practices :
Best practices represents a technique or method that through experience and research has reliably led to a desirable level of operation. The USMBOK provides specific guidance on the 'best practices' required to design, implement and sustain an efficient and effective operation and offer these through a subscription based service, the
Best Practice Statement Library.
Key Performance Measures :
The efficiency and effectiveness of an operation is measured through its 'performance'. The Performance Management Framework (PMF) provides three levels or types of measures to help manage performance from the strategic, tactical and operational perspective.
The USMBOK provides specific guidance on these 'key performance measures' through a dedicated, subscription based service, the
Key Performance Measure Library.
Extensions:
An 'extension' is an approved additional relevant reference to the USMBOK and typically in the form of :
- A book or publication with an ISBN or similar reference;
- A website page or pages;
- A white paper;
- A personally penned article or report;
- A periodical article or newsletter item;
More information on the available extensions and how they may be accessed or contributions submitted can be found here:
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