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ITIL :: View topic - IT Service Desk Priority Matrix
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IT Service Desk Priority Matrix

 
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Shinji_10
Newbie
Newbie


Joined: Aug 29, 2007
Posts: 2

PostPosted: Thu Aug 30, 2007 4:41 am    Post subject: IT Service Desk Priority Matrix Reply with quote

Hi guys,

I'm a newbie here and also in the ITIL world. I hope you can all assist me in a concern i have. What would be the best definition of Impact, Visibility, Operations and Urgency with respect to the ITIL principles? We all know that we need to base on factors how severities of incidents are assigned. But for a novice IT analyst and specially those not technical in nature, how can we describe these factors in a simple way? Thanks in advanced.. Smile
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Shinji_10
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Joined: Aug 29, 2007
Posts: 2

PostPosted: Wed Sep 12, 2007 8:42 am    Post subject: IT Service Desk Priority Matrix Reply with quote

I guess everyone is just used to classifying incidents based on impact and urgency huh? Impact=Number of affected user(s) || Urgency=How soon it needs to be resolved. I'm just a novice asking for help, I just want to hear a different definition other than what i know.. especialy for visibility and operations.. Please help!
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dboylan
Senior Itiler


Joined: Jan 03, 2007
Posts: 189
Location: Redmond, WA

PostPosted: Wed Sep 12, 2007 11:54 am    Post subject: Re: IT Service Desk Priority Matrix Reply with quote

I think the reason that no one has responded is because visibility and operations are terms unique to your organization (or at least unique in the way your organization has defined them).

In ITIL, those terms are probably folded into the definition of either Impact or Urgency, but I won't hazard a guess without knowing what you mean.
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itsmer
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Joined: Oct 11, 2006
Posts: 21

PostPosted: Thu Sep 13, 2007 9:23 pm    Post subject: hi Reply with quote

For classifying incidents, (mostly Major,High Medium and Low) you will need a matrix to be created on Impact and Urgency. So take an excel sheet and put in 'Impact' and 'Urgency' on each side. Then what is 'High in Impact and High urgency automatically becomes critical or Major in severity, wat is high in Impact and meduim on urgency can be High severity.. and so on.. After you do this you have to fix a time on different categories of 'Critical Severity', 'High Severity,'Medium Severity and 'low Severity'...
Regards
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