If stakeholders consistently see that all that will implemented are the highest priority items, then soon they will stop believing that priority levels mean anything and that everything that is not flagged as the highest priority will not get implemented. In addition to this information, I’d like to offer you an excel spreadsheet download of the above incident priority matrix for you to edit yourself and use it as it makes sense for your business.IMPORTANT! If you are going to use any prioritization method, be sure that you actually implement more than just the highest level of priority items. If the tool is configured properly, you would pick the urgency and impact depending on the incident and then the ITSM tool calculates the priority based on those two inputs. I’m sure you can guess what those fields are, but to be clear, they are urgency, impact, and priority. If you have an ITSM tool, it’s best to have it configured with three fields. The matrix is a tool so you know how to categorize incidents. The SLA and SLO’s under each item are also customizable. These are guidelines for best practices but are completely customizable. I want to say that the descriptions of urgency and impact can be determined by you. Those make up the Service Level Agreements (SLA) or Service Level Objectives (SLO) for the Priority of the incident. Let’s look deeper into the matrix within each Priority block, you can see a response and resolution time. That is up to you to decide if that is the case for you and your business. As you can see from this matrix, any enterprise wide outage automatically coincides to a Priority 1 – Critical incident. If there is a complete loss of services to 6+ users and they cannot perform work, there needs to be urgency around getting the issue resolved. Taking the examples above, if you look at the urgency of high across the top and follow that down to the Impact of High, you can see the box is red and shows Priority 1 – Critical. The below graphic is an incident priority matrix. You may say, that doesn’t make any sense, can you show me. If the impact is Medium and the urgency is High, the Priority of the Ticket is Priority 2 – High. If the impact is High and the urgency is High, the Priority of the ticket is Priority 1 – Critical. Priority is determined by using impact and urgency values which equate to the priority value. High: Either complete loss of all services to 1 – 5 users or partial loss of service to 6+ users.Medium: Partial loss of service impacting 2 – 5 users (site).Low: No loss of service or impacting 1 user (user).Ask yourself, how important is the service and to what degree is the business affected? Impact is also measured in terms of low, medium, and high. ![]() Impact is a measure of the how wide spread the service disruption is to the requester.
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