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ITIL :: View topic - Which Incident has more Priority among these 2?
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Which Incident has more Priority among these 2?

 
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gautambangalore
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Joined: Oct 26, 2009
Posts: 20

PostPosted: Sat Apr 09, 2011 7:14 pm    Post subject: Which Incident has more Priority among these 2? Reply with quote

Which Incident has more Priority among these 2?

1. CEO's printer has a network failure or fails to print before he/she goes for a board meeting?
2. A unit of an organization which has 100 employees working has a network failure.

Say, if there is only one network engineer, which would be a priority incident for the network engineer to attend to first?

My guess is 2.

Regards,

Gautam
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Sun Apr 10, 2011 4:32 am    Post subject: Reply with quote

There is insufficient information to make the decision and it is a business decision to make, not an IT decision.

It depends on the cost of the business loss through either failure. So you have to know the impact on the business of the board meeting being deficient of the information and of the 100 specific staff not having access at that specific time.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Sun Apr 10, 2011 6:14 am    Post subject: Reply with quote

If you have only 1 network engineer to provide support during the business day

that is the biggest issue

I expect the CEO to put fire to his IT director and senior management for having such poor resources for a key business area

as for the specific issues, if they are both happening at the same time, then the issue is the same issue

Network issue.

if they are hours apart, then each one is a critical
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BorisBear
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Joined: Mar 10, 2008
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Location: Sunderland

PostPosted: Mon Apr 11, 2011 5:48 pm    Post subject: Reply with quote

CEO's printer.....without a shadow of doubt
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Mon Apr 11, 2011 6:10 pm    Post subject: Reply with quote

And if the board meeting has no major/urgent agenda item and the information on the documents can readily be conveyed orally with a promise of documentation to follow, while three of the one hundred users are each racing a deadline for submitting a tender, the winning of any one of which will secure the business for the next two years?

Or are we talking about the image of service over the substance because the CEO is a VIP?

What makes this an easy one to answer would be asking the CEO.
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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BorisBear
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Joined: Mar 10, 2008
Posts: 403
Location: Sunderland

PostPosted: Mon Apr 11, 2011 6:37 pm    Post subject: Reply with quote

Diarmid wrote:
And if the board meeting has no major/urgent agenda item and the information on the documents can readily be conveyed orally with a promise of documentation to follow, while three of the one hundred users are each racing a deadline for submitting a tender, the winning of any one of which will secure the business for the next two years?

Or are we talking about the image of service over the substance because the CEO is a VIP?

What makes this an easy one to answer would be asking the CEO.



What can I say........I'm one of these guys who chases CEOs Smile
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