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The Itil Community Forum: Forums
ITIL :: View topic - Guidance on labelling ticket prioritisation?
Posted: Fri Dec 07, 2007 12:56 am Post subject: Guidance on labelling ticket prioritisation?
Does ITIL offer any guidance on ticket prioritisation?
e.g. 'Critical Severity', 'High Severity, 'Medium Severity and 'Low Severity'
or
top priority, very urgent, urgent, less urgent
or
top priority, urgent, normal, low
or... ?
Yes, I've seen those posts and the idea of an impact/urgency matrix. My question is whether there's any convention as to what you call the resulting priorities.
Joined: Sep 16, 2006 Posts: 3591 Location: London, UK
Posted: Fri Dec 07, 2007 2:14 am Post subject:
Yes
It depends
Some tools/businesses use a numerical value
P1, P2, P3 etc for Priority of a ticket based on a scale of urgency and impact
Some tools/businesses use a text value
High, Medium, Low
It all depends on what your company decides
John, I dont know where in the vast scheme of things on your ITIL background but ITIL merely says
you should have a defined and documented process / procedure etc
ITIL does not care what you name things - the examplesin the both are examples
If you wanted to use Black, Red, Amber, Green, White, Clear for your priorities, you can. Your documentation shoudl reflect that
The priority of any ticket should be based on the urgency of details and the impact of the details
if the CEO's laptop is having issues would hopefully have a higher priority / urgency / impact because of who is impacted
but not as high if all internet connections were out in urgency and impact although the priority may be the same _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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