how to automate assigning the impact value and urgency ?

[zohair]

Hi all

I have problem on how to assign the priority value for the incoming
incident to my service desk based on the Impact and urgency value.

My problem exactly is how to automate the process of assigning the
impact value and urgency without manual entering of impact and urgency
by End user or service desk technician.

Thanks a lot
Zohair

[dam]

Hello Zohair,
This is a very critical matter, the efficiency of a support desk depends strictly on the way issues are properly categorized and prioritized.

A service desk that moves forward not really critical issues and makes starving blocking issues is clearly not an efficient service desk.

In my opinion you cannot really automate the process of assigning a priority. What you can do is to make it easier, for example by introducing two dropdowns:

IMPACT:
Une user
Less than 10% of the users
All the users

URGENCY
User cannot use a secondary feature
User cannot use a primary feature
User cannot tha application at all

And produce a priority values automatically starting from these values and your matrix of priorities.

One more thing. It should be always the service desk to establish the priority (and not the user/the customer, issues are always blocker for the customer )

What the customer should do is providing formation to motivate “WHY an issue is critical/blocker”


Regards

[Guerino1]

Hello Zohair,

I will have to agree with Dam and say that not only will it be difficult to automate such a classification, I wouldn't want to do so, simply because of how important it is to get it right. This is exactly the type of thing that you want humans to get involved in, especially since there are so many variables that can influence the decision of how to categorize them.

You may find that having a decision matrix in place might help you classify things quicker but may not help you classify things as consistently as you'd like.

My Best,

Frank Guerino, CEO
TraverseIT
On-Demand ITIL