Page 331 - ITIL® Foundation 3.15
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Incident Prioritization
Priority is the order in which you will deal with something. Impact is the affect on the business. Urgency is how fast the business needs you to respond.
Priority = Impact + UrgencyDefine
Other factors to consider:
• Risk to life or limb
• Number of affected services
• Level of financial losses
• Effect on business reputation • Regulatory or legislative
breaches
Priority Codes
Program into tool-set
Align process to achieve target resolution times
All targets documented and aligned with SLAs
Customer expectations fulfilled
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