July 21, 2008
One of the best practices that ITIL brings to the party within Incident (case) Management is prioritization. ITIL calls out 3 separate attributes: impact, urgency, and priority. Impact: the measure of how business critical it is. Urgency: a necessary speed of resolving an incident. Priority: formulated from the combination of impact and urgency. Some formulate it as Priority = Urgency + Impact. Others use Priority = Urgency * Impact. They key difference that ITIL presents with the concept of Priority versus the classic usage of Severity is that severity alone does not provide enough context for Prioritization. The urgency factor needs to be added to severity in order to provide an accurate understanding of how to prioritize activity. Example of a priority coding system Impact, Urgency, and Priority within Dovetail Within Dovetail (and Clarify/Amdocs), Severity and Priority…
Impact, Urgency, and Priority of a case
July 21, 2008
One of the best practices that ITIL brings to the party within Incident (case) Management is prioritization. ITIL calls out 3 separate attributes: impact, urgency, and priority. Impact: the measure of how business critical it is. Urgency: a necessary speed of resolving an incident. Priority: formulated from the combination of impact and urgency. Some formulate it as Priority = Urgency + Impact. Others use Priority = Urgency * Impact. They key difference that ITIL presents with the concept of Priority versus the classic usage of Severity is that severity alone does not provide enough context for Prioritization. The urgency factor needs to be added to severity in order to provide an accurate understanding of how to prioritize activity. Example of a priority coding system Impact, Urgency, and Priority within Dovetail Within Dovetail (and Clarify/Amdocs), Severity and Priority…