IT Service Desk Priority Matrix

[Shinji_10]

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..

[Shinji_10]

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!

[dboylan]

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.

[itsmer]

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