Joined: Sep 16, 2006 Posts: 3366 Location: London, UK
Posted: Tue Dec 02, 2014 6:45 pm Post subject:
What does your Incident Management policy state
about Priority, Urgency & Impact when classifiying a ticket
What does your incident mgmt. policy say about changing classifications - either upward or downward _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
From an auditor's view point I would suspect downgrading priority of incident to avoid an SLA breach , as It's not a good practice.
However, the only reason I see here should be inaccurate impact / urgency analyzed. the best practice is to predefine priorities as per SLA in co-ordination with business community and stakeholders who understands impact better rather than leaving it to customize on choice of service desk.
If your policy permits you may downgrade it but it;s not recommended.
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