Analyzing the importance and impact tolerance of a service
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Summary of Analyzing the Importance and Impact Tolerance of a Service
This guide outlines the process of assessing the importance and impact tolerance of business services within ServiceNow's Operational Resilience Workspace. By conducting this assessment, organizations can understand how potential disruptions could affect service performance, ensuring better risk management and operational continuity.
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Key Features
- Assessment Questionnaire Template: Utilize a pre-defined template to evaluate the importance and impact tolerance of selected business services.
- Role-Based Access: Users with the snoperres.admin role can create and manage assessment templates, while those with the snoperres.manager role can select services for analysis.
- Assessment Workflow: The process involves selecting services, submitting assessments, receiving notifications, and generating ratings based on responses.
- States of Assessment: The assessment progresses through various states (Draft, Pending response, Assessment received, Approved, Closed) based on user actions.
Key Outcomes
By completing the importance and impact tolerance assessment, organizations can:
- Measure how long a service can remain non-operational before causing significant business loss.
- Gain insights into customer perceptions and the service's contribution to revenue and brand impact.
- Ensure accurate ratings are assigned to business services with necessary approvals.
- Close the assessment efficiently, completing the workflow for ongoing operational resilience management.
By analyzing the importance and the impact tolerance of your business service, you can measure how possible disruptions might impact the performance of a service. You can use the assessment questionnaire template in Operational Resilience Workspace to measure the importance and the impact tolerance of your selected business service.
Importance and impact tolerance of a business service
A business service's importance is determined by such factors as the number of customers that use the service, the revenue that the service generates, and its impact on your company's brand. By measuring the impact tolerance of a business service, you can see how long a service can be non-operational without causing some kind of loss to the business and its customers.
If you have the sn_oper_res.admin role, you can create and maintain a pre-defined assessment template in Operational Resilience. With the sn_oper_res.manager role, you can select one or more business services that you want to analyze and use the assessment template to calculate the importance and the impact tolerance of your business services.
Tasks and states that are associated with the assessment workflow
- The owner of the assessment selects one or more business services and submits the Importance and impact tolerance assessment in Operational Resilience Workspace. This action creates an Assessment tab in Operational Resilience Workspace that contains the questions from the pre-populated questionnaire template.
- The assessor of the assessment receives an email notification with a link to the assessment.
- The assessor selects the link for the assessment and responds to the questionnaire. Based on the assessor's responses to the questionnaire, an assessment of the importance rating and the tolerable duration for one or more of the business services is generated.
- After the assessment is completed, the owner reviews the responses and requests an approval for the Importance and impact tolerance assessment. The owner's responses may override the importance and impact tolerance rating of the assessment.
- The approver of the assessment verifies the responses to the questions and approves the assessment.
- The owner of the assessment then closes the assessment in Operational Resilience Workspace.
| State | Associated UI actions | Description |
|---|---|---|
| Draft | Select New in the All assessments form. | When you select New in the All assessments form, a record is created in the Draft state by default. Navigate to the Details tab and add the assessment details. In the Services tab, associate one or more business services with the assessment. |
| Pending response | Select Assess in the assessment form. | When you select Assess to proceed with the assessment, the application populates the assessment questionnaire under the Assessment tab. The state of the assessment is then automatically updated to the Pending
response state. The assessor receives an email notification with a link to
the assessment. Note: To proceed with the assessment, you must associate at least one
service with the assessment. |
| Assessment received | Select Submit in the assessment template and select Save in the assessment form to complete and save the assessment. | When the assessment is in the Pending response state, you can respond to the assessment questions that are given in the assessment template. To submit the responses, select Submit. To save the assessment, select Save. The state of the assessment is updated to Assessment received. An importance rating and the duration of the impact tolerance are automatically generated based on the questionnaire responses. The owner of the assessment requests an approval for the assessment. The approver of the assessment receives an email notification about the assessment. |
| Approved | Select Request approval in the assessment form. |
The approver of the assessment verifies the responses to the questions and selects Request approval. The state of the assessment is automatically updated to Approved. |
| Closed | Select Close in the assessment form. | An assessment can be closed only when it is in the Approved state. To close the assessment, select Close in the assessment form. The state of the assessment is updated to Closed. |
If you have the sn_oper_res.admin role, you can set up the assessment ratings by updating the criticality and order of the assessment rating in the Important choices module. For more information on setting up the assessment rating, see Update the Important choices module.
For more information on the Operational Resilience roles, see Roles installed with Operational Resilience.