![]() ![]() Mostly, one has to rely on his ticketing tool abilities and customize them to his business requirements. ITIL is not very specific in incident categorization. Why do we categorize? The main reasons are input for the Problem Management process and empowering decisions in Supplier Management. This way, the agreed Service Level is more easily monitored and reporting problems are avoided. Good practice here would be to resolve the ticket immediately after restoration, and to open a related Problem ticket. An example would be lowering incident priority from 1 to 4 after the service restoration, in order to monitor the infrastructure and perform root cause analysis. ![]() This is especially true with lowering priority. If there are available resources, good practice is to accept their request and deal with the ticket with requested priority, and mention the issue during the next SLA periodic meeting.Ĭhanging priority during the incident lifecycle should be avoided, since most ITSM tools have problems recalculating escalation times and SLA parameters. VIP customer users trying to raise the priority of their tickets out of reasons not covered in their SLA.End users who overestimate the importance of their problem in the big scheme of things: they should be reassured that their ticket will be taken care on a best-effort basis according to their Service Level Agreement.Two kinds of customers who usually add noise to this equation are: If the SLA parameters are well-defined, this should be a straightforward job for the Service Desk. Should a customer have a say in determining the priority? Generally, no. If more than one service is impacted, parameters for the higher urgency service will be taken into account.Įxample of resolution times regarding Incident Priority Urgency – it is usually defined in SLA for the specific IT service. If one or more services are down, the number can be determined from CMDB data or the service catalog. Usually, it is measured by the number of influenced users. Impact – how critical the downtime is for the business. The most commonly used priority matrix looks like this: It can also be marked by letters ABCD or ABCDE, with A being the highest priority. ![]() It is customary that Priority has four to five levels, and is marked with the numbers 1-4 or 1-5, where “1” is the highest and “5” is the lowest priority. ISO/IEC 20000 agrees with that in 8.1 Incident and service request management. ITIL says that Priority should be a product of the Impact/Urgency matrix. The first task of a Service Desk is “Logging all relevant incident/service request details, allocating categorization and prioritization codes.” ( ITIL Service Operation: Service Desk objectives)Ī Service Desk needs to capture ticket data in order to enable proper staff allocation, to improve/enable Problem Management, to empower Management to create better decisions and to help build a useful Knowledge Database. ![]()
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