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ITIL :: View topic - Guidance on labelling ticket prioritisation?
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Guidance on labelling ticket prioritisation?

 
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jrms
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Joined: Dec 06, 2007
Posts: 2

PostPosted: Fri Dec 07, 2007 12:56 am    Post subject: Guidance on labelling ticket prioritisation? Reply with quote

Does ITIL offer any guidance on ticket prioritisation?

e.g. 'Critical Severity', 'High Severity, 'Medium Severity and 'Low Severity'
or
top priority, very urgent, urgent, less urgent
or
top priority, urgent, normal, low
or... ?

Thanks,
John
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dam
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Joined: Sep 05, 2007
Posts: 57

PostPosted: Fri Dec 07, 2007 1:29 am    Post subject: Reply with quote

You may find many post on this topic,

In general you define priority trough a matrix that put SEVERITY in relation with IMPACT

The priority could also be influenced by particular SLA that consider some customers as VIPs
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jrms
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PostPosted: Fri Dec 07, 2007 1:33 am    Post subject: Reply with quote

Yes, I've seen those posts and the idea of an impact/urgency matrix. My question is whether there's any convention as to what you call the resulting priorities.

Thanks,
-John
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3256
Location: London, UK

PostPosted: Fri Dec 07, 2007 2:14 am    Post subject: Reply with quote

Yes

It depends

Some tools/businesses use a numerical value

P1, P2, P3 etc for Priority of a ticket based on a scale of urgency and impact

Some tools/businesses use a text value

High, Medium, Low

It all depends on what your company decides

John, I dont know where in the vast scheme of things on your ITIL background but ITIL merely says

you should have a defined and documented process / procedure etc

ITIL does not care what you name things - the examplesin the both are examples

If you wanted to use Black, Red, Amber, Green, White, Clear for your priorities, you can. Your documentation shoudl reflect that

The priority of any ticket should be based on the urgency of details and the impact of the details

if the CEO's laptop is having issues would hopefully have a higher priority / urgency / impact because of who is impacted

but not as high if all internet connections were out in urgency and impact although the priority may be the same
_________________
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Change Management is POWER & CONTROL. /....evil laughter
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