Service Desk Matrix

[wahmed]

Hi all,

I was wondering if the following matrix makes any sense or should one take a general approach as SEV1, SEV2, or SEV3

Global Area Site Individual (user Or workstation)
Critical A-1 A-2 A-3 A-4
High B-1 B-2 B-3 B-4
Medium C-1 C-2 C-3 D-3
Low D-1 D-2 D-3 D-4


Global - Impacts a large area that crosses domain boundaries

Area - Impacts a single domain, state agency, or group

Site - Impacts a local site

Individual - Impacts a single user or workstation


Critical - A severe/critical condition that causes an outage, failure etc…

High - A serious condition that impairs the operation or continued operation of one or more functions/features.

Medium - A non-critical, limited problem

Low - Non-critical problems or general questions

[Mark-OLoughlin]

Hi,

I like the idea as opposed to traditional Sev 1, Sev 2 etc. I would recommend a slight change that say Global hase a G1-G4 being the same a Sev 1-Sev 4 for global issues
Site has S1-S4 being the same as a sev 1-4 for dite issues.
G1 will have higher priority over S1 as it is a critical global issue.

Would welcome any comments on this.


Global Area Site Individual (user Or workstation)
Critical G-1 A-1 S-1 I-4
High G-2 A-2 S-2 I-4
Medium G-3 A-3 S-3 I-4
Low G-4 A-4 S-4 I-4

[wahmed]

Yeh, I think this approach would work as well as oppose to traditional one:

So you think "I" as an individual should always remain I4 right? I agree with you but just wanted to confirm.. Thanks.

Sr. ITIL Consultant

[wahmed]

Also, I wanted to re-emphasize that here is what currently is being used:


Global | Area (Domain, State, Agncy, grp) | Site | Individual

Critical A-1 | A-2 | A-3 | A-4

High B-1 | B-2 | B-3 | B-4

Medium C-1 | C-2 | C-3 | C-4

Low D-1 | D-2 | D-3 | D-4


... And ofcourse you know the definitions:


FOR IMPACT:
=========

Global - Impacts a large area that crosses domain boundaries

Area - Impacts a single domain, state agency, or group

Site - Impacts a local site

Individual - Impacts a single user or workstation


FOR PRIORITY:
===========
Critical - A severe/critical condition that causes an outage, failure etc…

High - A serious condition that impairs the operation or continued operation of one or more functions/features.

Medium - A non-critical, limited problem

Low - Non-critical problems or general questions



.... And the formula my client has currently in place is

IMPACT (Global, Area, etc.) + URGENCY (Low, Med, High, Critical) = PRIORITY (Priority being A-1, A-2, A-3, .... etc.)

Do you or anyone else agree with this?

Thanks for the help!!!

[jpgilles]

By experience, I am not really comfortable in aligning impact with a number of users.

I already posted somewhere a story about a printer, supposedly impacting one single user, and a messaging system problem impacting the european HQ with lots of VIP: the highest business impact was with the printer....

br
JP
_________________
JP Gilles

[UKVIKING]

I agree with JP Giles,

In addition, the SLAs should be taken in consideration and well as service hours
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter