Urgency in Incident (pls advice)

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Joined: Tue Aug 09, 2005 8:00 pm

Thu Jan 12, 2012 3:01 am

I understand that in ITIL, Incident Prioritization is based on Urgency and Biz Impact. But what if my Priority is derived from System Impact and No. of user/ branches impact. Is it fine to have that?

Really need you all advice... :D

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Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Thu Jan 12, 2012 6:10 am

Okay, let's say you have two simultaneous incidents and only one available technician. This is what priority is for.

case 1: a single PC is down. But it is the only one capable for the task of completing a tender bid (dead-line 6 hours away) worth a potential £20 m.

urgency 5 hours; business impact huge
system impact negigible; no. of users impacted 1

case 2: a server is dow, preventing fifty staff from completing their forward plan for review next week.

system impact significant; no. of users impacted 50
urgency 4 days (say); business impact low to negligible

Success criteria (the reasons the business continues to use your services) are derived from how well the business continues to function. System impact and no. of users affected are blunt instruments that will not always correspond with business imperatives. They are a shortcut that can go spectacularly wrong.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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