The Primary CI Change Impact dashboards enables you to understand the IT service management and application transactional and usage impact of specific changes to Configuration Items (CIs), CI categories (Infra and Applications), and business services. Using this dashboard, you will be able to visually understand the change impact, its associated change owners, assignment groups, and the corresponding incidents, problems, and outages that occurred due to change implementation.
The Primary CI Change Impact dashboard integrates data from various domains, such as ITSM (Incident, Problem, and Outage) and APM (Alerts, Browser, Mobile, and APM Synthetics).
Using KPIs and metrics, you can get holistic and predictive insights into primary CIs' and businesses' performance before and after the change, to gauge the magnitude of business impact.
The Primary CI Change Impact dashboard is used by Change Executives or Change leaders to answer the following business questions:
The Primary CI Change Impact dashboard has the following chapters:
The Change Impact chapter enables you to view the change impact for applications and leaders. You can view which applications and being affected by the change implementation in each department and the impact ratio.
The Change Impact chapter has the following pages:
The Primary CI Change Impact page enables you to view the impact of changes across all departments to gauge the distribution of impact across primary CIs. A Primary CI is considered to have had a change impact if there was at least one of incidents, problems, or outages for that primary CI. The Change Impact Ratio is calculated as the number of changes that had an impact as a percentage of all changes for that Primary CI.
The Primary CI Change Impact page enables you to understand the impact of changes on Primary CIs, the number of incidents, problems, and outages caused by change implementation. You can also view the failure rate, impact ratio, and monthly trend of impact ratio.
The Primary CI Change Impact page has the following KPIs:
The Assignment Group Manager Level 1 Change Impact page enables you to view the change impact made by leaders across all departments to gauge the distribution of impact across Primary CIs. An Primary CI is considered to have had a change impact if there was at least one of incidents, problems or outages for that primary CI.
The Change Impact Ratio is calculated as the number of changes that had an impact as a percentage of all changes for that application.
The Assignment Group Manager Level 1 Change impact page enables you to understand the change impact by Assignment Group Manager Level 1, the number of incidents, problems, and outages caused by change implementation. You can also view opened changes, impact ratio, and monthly trend of impact ratio.
The Assignment Group Manager Level 1 Change Impact page has the following KPIs:
The Change Impact on Primary CI Services chapter provides you an overview of change-related KPIs, such as Opened Changes, Closed Changes, Unplanned Changes, and Change Requests Closed as well as Change Impact Ratio trends. Further, it provides a Change Request table, trend graphs for various metrics as pertaining to individual change requests from the change table and associated incident and problem details related to specific changes.
You can filter these KPIs based on Department and Primary CI Class. By selecting specific change requests from the change request details table, you can see the trends of various IT service management metrics prior to and after the implementation of the change request.
The dashboard can be filtered by Department, Primary CI Class, and Assignment Group Manager Level 1. But, the metrics, KPIs and graphs all pertain and are relevant to the selected application and so, this filter must be appropriately chosen within the Department. An Assignment Group Manager Level 1 is almost always associated with Primary CI.
The Change Impact on Primary CI chapter has the following KPIs:
The Change Impact on Primary CI Transactions chapter provides you an overview of the changes made to specific Primary CIs or departments within a selected time period and their potential impact on application transactional performance and usage.
You can view top level KPIs for the number of opened changes, closed changes, unsuccessful changes, unplanned changes, and closed emergency changes. Aside from the KPIs, you can analyze the performance trends of Primary CIs such as abnormal transactions and active user sessions that may have resulted due to the implemented changes.
By selecting specific Change Requests from the change request details table, you can get a sense of the trends of various metrics prior to and after the implementation of the change request. The dashboard can be filtered by Department, Primary CI, Primary CI Class, and Assignment Group Manager Level 1. But, the metrics, KPIs and graphs all pertain and are relevant to the selected Primary CI and so, this filter needs to be appropriately chosen within the Department. A Leader is almost always associated with an Primary CI.
The Change Impact on Primary CI Transactions dashboard has the following KPIs:
| Metric Name | Description |
|---|---|
| Active Browser User Sessions | Count of active users that started based on the chosen time interval) |
| Change Impact Ratio | Displays the ratio of changes that impacted the service in terms of incidents, problems, or outages it caused or due to the data quality issue as compared to the total changes executed |
| Change Impact High | Specifies the high threshold value for Change Impact |
| Change Impact Low | Specifies the low threshold value for Change Impact |
| Change Impact Medium | Specifies the medium threshold value for Change Impact |
| Closed Changes CRP | Number of Change Requests closed within a period of time. |
| Closed Emergency Changes | Total number of Change Requests of type: Emergency that are closed within a period of time. |
| Failed Transactions Count | Number of transactions that returned a failed user experience |
| Failure Rate CRP | Percentage of change request failures |
| Incident Backlog{Date} | Indicates the number of backlog incidents |
| Incidents Caused By Change key >0 | Total number of incidents caused by change where the incident ID is greater than 0 |
| Incidents Caused Outside Primary CI | Number of incidents that are caused by changes on the application which is other than the application where the change was implemented |
| Incidents Caused Within Primary CI | Number of incidents that are caused by changes on the same application where the change was implemented |
| Major Incidents Caused By Change | Indicates the total number of major incidents caused by change. |
| Minor Incidents Caused By Change | Indicates the total number of minor incidents caused by change. |
| Normal Transactions Count | Number of transactions that returned a normal user experience |
| Opened Changes CRP | Total numbe rof opened changes |
| Opened Incidents {Date} | The total number of incidents raised (opened) in a specific time frame. |
| Opened Problems {Date} | The total number of Problems raised or opened in a period of time. |
| Outage Duration (Hours) | Period of time for which the outages persisted in hours |
| Outage Caused By Change and key >0 | Number of outages that occurred due to the change request |
| Outages Caused Outside Primary CI | Number of outages occurred on the Primary CI which is other than the Primary CI where the change was implemented |
| Outages Caused Within Primary CI | Number of outages occurred on the same Primary CI where the change was implemented |
| Problem Backlog {Date} | The number of Problems that are not in a completion state as of a specific point in time, such as the end of the working day. By default, this metric includes all Problems that are not yet resolved or closed as of the last Data Refresh. |
| Problems Caused By Change {Incident Number} | Total number of problems caused by Change |
| Problems Caused By Key >0 | Number of problems that occurred due to the change request |
| Problems Caused Outside Primary CI | Number of all problems that are caused by changes and impacting the Primary CI that are other than the change implemented primary CI |
| Problems Caused Within Primary CI | Number of problems that are caused by changes on the same primary CI where the change was implemented |
| Slow Transactions Count | Number of transactions that returned a slow user experience |
| Stalled Transactions Count | Number of transactions that returned a stalled user experience |
| Transactions Response Time | Time taken to load a page at the browser (equivalent to the end user response time) |
| Unplanned Changes CRP | Total number of Change Requests that do not have a valid Planned date or of type: Emergency. |
| Unsuccessful Changes CRP | Number of unsuccessful changes. |
| Very Slow Transactions Count | Number of transactions that returned a very slow user experience |
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