Joined: Oct 07, 2007 Posts: 441 Location: Jakarta, INA
Posted: Fri Nov 02, 2007 12:03 pm Post subject: Change priority
Hi, I would like to ask some question. Hope they don't sound stupid
I'm currently defining change priority. I have set the priority to emergency, high, medium and low. Can anyone tell me if there's any standard on determining what goes where?
How can I define each priority?
I have a list of historical log from our help desk. What is the proper way to classify related change request log?
I mean do I have to set a predefined classifications for the priority and category, then group the log into each respective priority/category?
Or I do it the other way around?
Joined: Oct 26, 2007 Posts: 295 Location: Calgary, Canada
Posted: Sat Nov 03, 2007 1:04 am Post subject:
Aah, the beauty of ITIL... never a how to guideline
Our approach to defining priority was to base it on impact to business. Not only the underlying infrastructure, but in terms of business services impact based on costs, reputation and legal factors (if applicable).
Certain amount of component failure impact and business impact analysis was required to set benchmarks. You HAVE to include business (not only IT) folks because ultimately it is the business services provided to paying customers that are impacted. (guessing here, but this is usually the case).
As far a a set of predefined classifications, you may have some in your ticketing tool, depending on what you use (HP Service Desk, Remedy, etc). But these classifications are only as meaningful as the basis for defining them and their use to report and improve on change process.
I hope this gives you an idea how to approach priritization.
Question...Is it common to match change priorities to Incident priorities? My original thought was to use Standard change, Major change, and Emergency Change...but this doesn't match the 6 different priorities used for incident/requests.
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