Configuring the impact analysis settings

As an administrator, you can configure the impact weight ranges for the different impact levels. The values that you configure for a particular company are used when a service desk agent runs the impact analysis by using the Network impact analysis console. The impact analysis helps you identify the CIs and services that are most affected by the degraded or impaired related input CIs for an incident.

You can also configure the service classes to be identified as service Configuration Items (CIs) during impact analysis. When a change or incident user runs the impact analysis by using the Network Impact Analysis console, these classes are treated as service CIs. Use this capability to achieve a more accurate reflection of your organization's service architecture.

The product console lists classes registered in the CMDB Portal, which can be configured as service classes. This feature helps you configure service classes other than the following out-of-the-box (OOTB) service classes.

  • BusinessService
  • CustomerFacingService
  • ResourceFacingService

In BMC Helix Telco Extension, as an administrator, you can create a rule to automatically trigger impact analysis. This feature eliminates delays caused by manual execution and ensures faster identification of affected services during incident creation or CI changes, improving response time and operational efficiency.

Scenario: Charlie, a Telco admin, wants impact analysis to run automatically when a critical alarm is raised on a core network router. He accesses BMC Helix ITSM application settings > Network Impact Analysis > Automated rule for incident, and creates a rule with Incident creation as the trigger and relevant mapping fields. Once saved, impact analysis is automatically triggered for any matching incident, whether incident is created manually or via an alarm.

Related topics

Performing-an-impact-analysis-on-an-incident-ticket

Troubleshooting-impact-analysis-issues

Before you begin

  • To configure a service class, make sure you have the required permissions. For more information, see Roles-and-permissions.

To configure Impact Weight Mapping

(Click the forward play icon to see the entire process)

  1. From the BMC Helix ITSM menu bar, select Configuration > Innovation Studio Configuration.
  2. From the ITSM Application, under Settings, select Impact Analysis > Impact Weight Mapping.
  3. From the Company list, select the required company.
  4. Click Edit weight ranges.
  5. Select the required Start and End ranges for the different impact levels.
    Impact analysis configuration Edit weight ranges.png
  6. Click Save.

 

To configure the value for the number of CIs

If the number of CIs that the service desk agent relates back to an incident after the impact analysis process is complete is more than the number of CIs that you have configured, an email notification is sent to that service desk agent.

  1. From the BMC Helix ITSM menu bar, select Configuration > Innovation Studio Configuration.
  2. From the Application launcher, select Innovation Studio.
  3. Select Shared Services > Application Configuration.
  4. Click Edit data.
  5. For the com.bmc.dsm.network-impact-analysis Application bundle ID, select the BULK_RELATE_ACTION_CI_COUNT configuration.
  6. Change the Value from 100 to the required value.
    BULK_RELATE_ACTION_CI_COUNT.png
  7. Click Save.

To configure a service class

  1. From the BMC Helix ITSM menu bar, click Settings.
  2. Select Network impact analysis > Service class configuration.
  3. In the service class configuration window, click + Service class.
    configure service class
  4. Select the class from the Class ID list and click Save.
    A Saved successfully message is displayed.

Note: While running impact analysis, only service classes in the enabled state are considered.

To update the status of a service class

You can enable or disable the status of service classes to control their inclusion in the impact analysis run. An enabled service class is active and included in the impact analysis, while a disabled one is inactive and excluded.  When updating the status, make sure all selected service classes have the same status. For example, to enable service classes, all selected classes must currently be disabled. If the selected classes have mixed statuses, the status update buttons will be dimmed.

  1. From the BMC Helix ITSM menu bar, click Settings.
  2. Select Network impact analysis > Service class configuration.
  3. In the service class configuration window, select the class from the Class ID list that you want to update.
  4. Select the status (enabled or disabled) that you want for the selected service class.
    update a service class status
    The status of the service class is updated in the status column.

To delete a configured service class

  1. From the BMC Helix ITSM menu bar, click Settings.
  2. Select Network impact analysis > Service class configuration.
  3. In the service class configuration window, select the class from the Class ID list that you want to delete.
  4. Click Delete.
    delete service class
  5. In the warning message, click Yes to delete the record.
    A Record(s) deleted successfully message is displayed.

Note: You cannot delete out-of-the-box (OOTB) service classes. The Delete button is dimmed when you select a OOTB service class.

To create an automated impact analysis rule

Rule-based impact analysis is automatically triggered when a rule matches the company name, trigger events, incident fields, and primary alarm fields defined in the rule. Also, if incident-related events, such as incident creation, CI association, or CI disassociation, are updated, impact analysis is triggered with some delay between each update. This automation helps reduce manual effort and ensures faster visibility into service impacts.

To successfully create and save a rule, you must:

  • Enter a description (rule name)
  • Select a company name
  • Select at least one trigger event (Incident creation, CI association, or CI disassociation)
  • Select at least one mapping field (from incident fields or primary alarm fields)

Note: The Save button remains disabled until all mandatory fields are filled. Rules can be created at both the company and global levels. Only administrators can create, edit, or delete rules.

  1. From the BMC Helix ITSM menu bar, click Settings.
    The Settings page is displayed.
  2. Select Network Impact Analysis > Automated rule for incident.
  3. Click + Rule.
    The create rule for incident panel is displayed.
    Automated rule for incident impact analysis run
  4. Enter the name for the rule.
  5. From the Company list, select the company to which the rule applies.
  6. In Trigger event, select at least one of the following events:
    • Incident creation
    • CI association
    • CI disassociation
  7. In the Map with following fields section, specify the following Incident fields:
    • Source of the incident
    • Incident type
    • Product categorization tier
    • Operational categorization tier
    • Product Name
  8. Specify the following Primary alarm fields:
    • Alarm Type
    • Alarm Severity
    • Reporting System
    • Alarmed Object Type
  9. Select whether the incident is service-affected or not.
  10. Click Save.
    The newly created automation rule is added to the Automated rule for the incident page.

To manage an automated impact analysis rule

Administrators can edit or delete existing rules or can also change the status through the automated rule for incident section in BMC Helix ITSM Settings > Network Impact Analysis. In a Telco environment, managing these rules is essential to make sure that impact analysis remains aligned with the evolving network conditions, service priorities, and operational policies.

To edit an automated rule for incident

  1. From the BMC Helix ITSM menu bar, click Settings.
  2. Select Network Impact analysis > Automated rule for incident.
  3. In the Automated rule for incident window, from the rule name list, select the rule that you want to edit.
  4. In the Edit rule for incident window, edit the required fields.
  5. Click Save.

To change the status of an automated rule for incident

You can enable or disable the status of a rule to temporarily adjust impact analysis behavior during planned maintenance, testing, or policy shifts without deleting the rule. An enabled rule is active and considered for performing automated impact analysis, while a disabled one is inactive, and the rule is excluded. When updating the status, make sure all selected rules have the same status. For example, to enable rules, all the selected rules must currently be disabled. If the selected rules have mixed statuses, the enable and disable buttons are unavailable.

  1. From the BMC Helix ITSM menu bar, click Settings.
  2. Select Network Impact analysis > Automated rule for incident.
  3. In the Automated rule for incident window, from the rule name list, select the rule that you want to update.
  4. Select the status (enabled or disabled) that you want for the selected rule(s).
    change status of automated rule for incident impact analysis
    The status of the rule is updated in the status column.

To delete an automated rule for incident

As an administrator, you can delete a rule when it is no longer relevant.

  1. From the BMC Helix ITSM menu bar, click Settings.
  2. Select Network Impact analysis > Automated rule for incident.
  3. In the Automated rule for incident window, from the rule name list, select the rule that you want to delete.
  4. In the warning message, click Yes to delete the record.
    A Record(s) deleted successfully message is displayed.

 

 

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