Posted: Tue Nov 20, 2007 6:12 pm Post subject: One Query on Incident Mgmt
Can anyone help me out with this Q?
What is meant by urgency of an Incident?
a. the degree to which solution of an incident tolerates delay.
b. the degree to which an incident gives rise to a deviation from the normal service level.
c. the time needed by IT Services to resolve the incident.
d. the relative importance of the incidents when handling them.
I'm confused with a & c ?
Can any one help me out.
Thanx in advance. _________________ Tushar
"Knowledge Multiplies By Dividing"
Urgency is NOT to do with how long it takes to fix the incident, it is about how soon the impact will be felt (example: A fault is identified with payroll, which needs to be fixed before the month-end pay run. If it is currently the 10th of the month, the impact may be high, but the urgency low). It is used with impact to decide priority _________________ Liz Gallacher,
Accredited ITIL and ISO/IEC20000 Trainer and Consultant - Freelance
Answer (A) says, basically, "How long can the system go without being fixed?"
Answer (C) says, basically, "How long will it take the IT department to fix the problem?"
There is often a disconnect. A system might have to be back up by tomorrow, but it'll take 48 hours to get a needed repair, patch, part, etc. On the other hand, a system might have to be back up by Friday (it's Monday) and the IT department can get it back up within an hour.
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