Posted: Sat May 02, 2009 3:16 am Post subject: Problem Management Prioritization Tables (vs Incident)
We have set up a prioritization table for Incident. We are saying that problem management uses the same priorization table but with a separate reponse time. In addition, the impact or urgency may change over time, so this could change within the ticketing system.
This should be an easy one, but I've been looking at red, yellow, green boxes for awhile and want to be sure this is the correct process under ITIL and if there is anything key I'm missing to the comparison of these two (IM and PM) and the priorization tables.
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