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: CRodman
New Today: 26
New Yesterday: 44
Overall: 146536

People Online:
Visitors: 55
Members: 4
Total: 59 .

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 - Prioritization
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Prioritization

 
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management
View previous topic :: View next topic  
Author Message
AndyBostian
Newbie
Newbie


Joined: Jul 09, 2009
Posts: 2
Location: Little Rock, AR. USA

PostPosted: Sat Aug 01, 2009 5:52 am    Post subject: Prioritization Reply with quote

Priority is a function of impact and urgency, but are there any industry best practices as to the way to compute this? There's no cut and dry answer provided by ITIL because this is a business decision and you have to do what is best for your business, but want to poll the opinions of this board as to what has worked well for you personally.

    1. Should priority be an evenly weighted associative function (impact + urgency or impact * urgency)?
      1.a. If so, how do you reconcile having, for example, four priority 5 incidents or problems: I=4 & U=1, I=3 & U=2, I=2 & U=3, I=1 & U=4?

    2. Should it be a function similar to the above but with impact weighted more heavily than urgency? (If so, how much?)
    3. Do you concatenate the two fields somehow or use another method?


Like I said, I know there's no "right" answer, but am curious to see what the opinions are and any thoughts would be appreciated.
Back to top
View user's profile
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Mon Aug 03, 2009 10:28 pm    Post subject: Reply with quote

Urgency is about how quickly the impact starts to bite.

Impact is a little more complex because it can be one single cost (at ten o'clock this will cost us 100 gold doubloons if it has not been fixed), or a rate of cost (this is costing 5 doubloons per minute) or a combination of both or worse. And it may be difficult to work out the actual values.

You cannot put all that into the initial prioritization process and so you just do enough to get the picture broadly correct. when it comes to the crunch and two or more incidents are clashing for scarce resources, then someone has to get into more detail about impact and make a judgement call.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Back to top
View user's profile Send e-mail
rpmason
Senior Itiler


Joined: May 25, 2007
Posts: 105
Location: USA

PostPosted: Tue Aug 04, 2009 3:24 am    Post subject: Reply with quote

Implied by Diarmid but not stated: if you estimate that it'll take one person ten minutes to fix one problem but it'll take four people ten hours to fix another, seriously consider fixing the 10-minute problem quickly.
_________________
Ruth Mason
USA
Back to top
View user's profile
Marcel
Senior Itiler


Joined: Sep 21, 2006
Posts: 63
Location: USA

PostPosted: Thu Aug 06, 2009 12:04 pm    Post subject: Reply with quote

We use a matrix that maps Impact and Urgency to Priority. Each of these 3 parameters has a scale from 1 to 4. This matrix is more practical than adding or multiplying and easily allows you add more weight to either Impact or Urgency.

If Impact is your measurement for the (accumulated) amount of pain the problem causes when it hits and Urgent is your measurement for the likeliness that the problem will actually hit within a certain timeframe (and without a workaround that eliminates or minimizes the Impact), then you may want to consider giving more weight to Urgency. Think of it this way. Say you have 2 problems, A and B. Problem A has an Impact of 2 (with 1 being highest) and an Urgency of 2 because it only happens once every couple of weeks or because you have a workaround that basically prevents the problem from impacting. Problem B has an Impact of 3 and an Urgency of 1 because it is happening every day and there is nothing you can do to stop it or to minimize the Impact. Which one would you want to work on first?
_________________
Manager of Problem Management
Fortune 100 Company
ITIL Certified
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management 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.