Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: EllisQSDrb
New Today: 45
New Yesterday: 55
Overall: 149640

People Online:
Visitors: 56
Members: 0
Total: 56

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Setting Incident Priorities
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Setting Incident Priorities

 
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message
wireed
Newbie
Newbie


Joined: Jun 10, 2006
Posts: 6

PostPosted: Tue Oct 03, 2006 4:08 am    Post subject: Setting Incident Priorities Reply with quote

Looking for some help, we have been setting incidents as priority 1,2, 3. As you would figure every thing is getting set as Priority 1.

Every one agrees that can't be but is there a rule of thumb that I've missed somewhere. The service desk can call something a priority 2, but if the support staff doesn't agree , tehy handle it when they want to. Then again when the client is the one responsible, it gets to be a continual pinging for uspdate, status etc. Any thoughts folks?

Thanks,


Mike
Back to top
View user's profile
m_croon
Senior Itiler


Joined: Aug 11, 2006
Posts: 262
Location: Netherlands

PostPosted: Tue Oct 03, 2006 6:54 am    Post subject: Reply with quote

Mike, priority=impact x urgency. What is your exact (formal) definition of levels 1, 2, 3? Have you / your organisation defined this in terms of impact (#users, money etc.) and urgency (effect on business?).
Back to top
View user's profile Visit poster's website
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3319
Location: London, UK

PostPosted: Tue Oct 03, 2006 4:28 pm    Post subject: Reply with quote

Here is the rule of thumb which we created

for Priority 1 to 5

1 - Any outage or security issue
2 - Service degradation or any Internal Service outage
3 - Any incident not 1 or 2 which is n
4 and 5 are for issues which are not dservice affectig but need to be looked at

The problem is/may that your customers will say 'make this a priority' and your service desk and teh service management community has not received support from mgmt about the new ratings

You need to tell the SD that if it is not an outage, it cant be a P1.

In addition, the customers need to understand the priority scale. The SM need to pass the SLA about the new prioriies to the customers

also get the MGMT of te SD to support the Sd staff
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Ziad
Senior Itiler


Joined: Sep 27, 2006
Posts: 91

PostPosted: Tue Oct 03, 2006 5:12 pm    Post subject: Reply with quote

Hello Mike,
As the guys mentioned earlier, priority is the result of the combination of the impact and the urgency of an incident and it rates from 1 to 5 in general, for sure this can be changed accroding to your considerations (you can have Urgent, High, Medium, low as priorities or a rate from 1 to 3 like you currently have).

Usually customers tend to request a high priority for their requests, the Service Desk assigns the request the corresponding priority based on the criterias defined in the SLA with the customer or within the support agreement (depends where priorities and escalation procedures are defined in your case). Part of the support staff tasks is to re-categorize the incident or problem passed to them(incident or problem management activities), thus assign a new priority based on their assessment of the impact and urgency. In such a case, the support staff are accountable for any latency in the resolution or wrong priority assessment in case of a Service Level breach.

I hope my answer doesn't sounf TOO complicated.

Cheers,
Z!
Back to top
View user's profile Send e-mail
Nikhil
Newbie
Newbie


Joined: Mar 21, 2006
Posts: 17
Location: India

PostPosted: Thu Oct 05, 2006 4:24 am    Post subject: Reply with quote

Hi,

Further to suggestions about deriving the Priority from Impact and Urgency, you should also formalize this process and automate it to certain extent. The Urgency should be specified by the User. But the Service Desk should be able to over ride the Urgency by analyzing it. They should be able to specify the Impact.
Based on these two values, the Priority should be derived. Weighted methods for doing this can be helpful.

Also,
Quote:
The service desk can call something a priority 2, but if the support staff doesn't agree , tehy handle it when they want to.

for this, you will need to formalise a SLM process. Once the priority is defined, the ticvket should be worked upon by the support team in the specified time frame. If it does not happen, then the ticket should be escalated functionally.

Hope this helps.

Nikhil
_________________
Regards,
Nikhil Kulkarni.
Application Analyst
cMango.. The Services Management Company

The taste of low quality lingers long after the satisfaction of low price.
Back to top
View user's profile MSN Messenger
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.