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: LBarrier
New Today: 66
New Yesterday: 76
Overall: 142361

People Online:
Visitors: 57
Members: 1
Total: 58 .

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 - how to sort incidents according to their priority?
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

how to sort incidents according to their priority?

 
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message
WNejla
Newbie
Newbie


Joined: Feb 03, 2013
Posts: 3

PostPosted: Tue Feb 05, 2013 11:59 pm    Post subject: how to sort incidents according to their priority? Reply with quote

Hi,
I m doing a project about incident management according to ITIL V3, I know that impact and urgency are used to assign the priority, but i haven't understand how can i sort incidents according to their priorities, ca you help me please?
thanks Rolling Eyes
Back to top
View user's profile
Diarmid
Senior Itiler


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

PostPosted: Wed Feb 06, 2013 12:11 am    Post subject: Reply with quote

resource go into the incidents starting with the highest priority down until you run out of resources. When an incident is resolved the resources are used for the next highest incident.
_________________
"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
WNejla
Newbie
Newbie


Joined: Feb 03, 2013
Posts: 3

PostPosted: Wed Feb 06, 2013 4:43 am    Post subject: Reply with quote

thank you for your reply,
I need more precision, for example how can i compare an incident which has a medium urgence and a high impact with another incident having a high urgence and a medium impact? I hope that you have understand what i mean
Back to top
View user's profile
Diarmid
Senior Itiler


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

PostPosted: Wed Feb 06, 2013 10:01 am    Post subject: Reply with quote

It is not an exact science because you do not have all day to work out priorities.

If you are using a simple algorithm they would both be, say, B priority. If you do not have the resources to work on both at once equally, then in each case I would ask "how medium" and "how high?" and make a judgement on the spot. If practical, involve an appropriate business manager in the decision.

More precision can be achieved by using more discriminating scales. For example: low, fairly low, medium, fairly high, high. But the cost is needing more detailed knowledge to get it right. That takes more time.
_________________
"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
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk 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.