Impact is a measure of the effect of an Incident on business processes. Impact is based on how service levels will be affected and the number of end users affected. Usually the ticket creator (Caller or the Help Desk) sets initial impact. Any assignee can adjust the impact of an incident as insight into the issue grows.
Level
Meaning
Condition
1
Campus-Wide
Campus-wide service down
Multiple locations’ service completely down during operating hours
Impacts instruction
>250 individuals
2
Multiple Groups
Campus-wide service working, but degraded performance or function
Single location’s service completely down during operating hours
10 - 250 individuals
3
Single Group
Single location’s service degraded
Development or test service impact in noncritical period