Data on that reside in the escalation schemes, based on Service Level Agreement ( SLA) targets. All key Support Staff members attend to resolution of major incidents, and the project is strongly supported by Problem Management.Īlso, should be said here that Incidents do not age gracefully. It will have Priority=1, and additionally, depending on your SLA and support process definition, it usually has additional attribute ( checkbox is fine) that says this is a Major or Hot incident. Major Incident is an incident with extreme impact to business, or an excessive disruption of service. Incident Urgency for certain Services may vary in time (example: HR application during payroll calculation) and this additional complexity is easier to resolve by raising staff awareness level then to implement it in software tools. If not, a simple workaround would be to educate Service Desk operators on a regular basis and to inform them on parameters of signed contracts. ![]() ![]() Some incident management tools perform automatic calculations for Urgency based on Impact, SLA and OLA involved etc. Urgency is a necessary speed of resolving an incident. If an up-to date CMDB is available, then it's easy to determine affected users from the Business Service which suffers from specific Configuration Item malfunction. So impact is usually directly proportional to a number of users influenced by the incident. Since this is difficult to determine in shoes of overworked and underpaid 1st level operator, some simplifications are necessary here. Impact of the incident is the measure of how business critical it is. There are also some sophisticated methods for defining Priority, but eventually it all boils down to something like: Usually the lower the value - the higher the Priority, thus Priority=1 is the highest one, and Priority=5 the lowest. Recommended granulation of Priority is 4 to 5 different values. So, most consultants recommend the simple matrix which will automatically calculate incident priority out of the simple value of Impact x Urgency. ![]() There are also additional elements, like size, scope, complexity and resources required for resolution. As ITILdefines it, Incident priority is primarily formed out of it's Impact and Urgency.
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