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ITIL :: View topic - Incident Management Priorities
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Incident Management Priorities

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Joined: Nov 25, 2009
Posts: 1

PostPosted: Wed Nov 25, 2009 9:10 pm    Post subject: Incident Management Priorities Reply with quote

The Case: A client of mine has one (1) consolidating Service Desk (Tier 1), and six (6) Service Centers (Tier 2) which provides managed services to various customers in CONUS and OCONUS organizations.

In creating the Enterirse Incident Management Process, we originally created three levels for Urgency, Impact, and Priority; these levels took time to develop and were approved by the Service Desk and the 6 Service Centers.

The Predicament: The OCIO has mandated that we will now use four levels for Urgency, Impact, and Priority. Two for the four service centers already use a four-level priorioty matrix, but the other four do not. My belief is it would be easier to re-create a four-priority matrix that is simply implementable across the entire Incident Management, however, some colleagues believe that it would be easier to use the four-level priority matrix, but (here's the cavaet) only use the four-level priority matrix for the 2 service centers, and a three-level priority matrix for the other 4 service centers (basically, combine the top two priorities and make it one).

Seeking Feedback/Recommendations:
I'd like to know if anybody has experienced such a situation, and anybody has any suggestions on how to approach this, and create a solution that is fitting for this organization. Also, importantly, how would having two sets of priority matrix have an impact of priority weighting, and metrics & reporting.

Herb Very Happy
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Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Wed Nov 25, 2009 9:20 pm    Post subject: Reply with quote

I see only one way to answer your question. That is to go in and analyse the detail in its context.
"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
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Joined: May 23, 2008
Posts: 18
Location: Toronto, ON, Canada

PostPosted: Thu Nov 26, 2009 6:13 am    Post subject: Reply with quote

Agreed. Not enough information to even suggest anything so you will need to complete further analysis.
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