Prioritization

1. Prioritization The priority of an incident is determined by evaluating and measuring BOTH the impact and urgency of the incident or request. PRIORITY Sequence in which an Incident or Problem needs to be resolved. Priority is based on Impact and Urgency, and is used to identify required times for actions to be taken IMPACT A measure of the effect of the incident, problem or change on business processes. It is often determined by how Service Levels will be affected. “How many end users are impacted?” URGENCY A measure of how long it will be until an incident, problem or change has a significant impact on the business “What is the risk to the business?”

2. High level Priority Matrix The appended Matrix provides a high level priority definition as defined by the criteria statements in the Impact + Urgency scheme. Legend 1= Critical 2=High 3=Medium 4=Low

3. Impact and Urgency Scheme • The following scheme identifies the organizations criteria statements for determining the incident's level of Impact and Urgency. The scheme is scalable to allow each organization to set parameters / assign appropriate variables (<X>) and to identify their core services.