Page 358 - ITIL® Foundation 3.15

Problem prioritization
CMS
Problem investigation and diagnosis
Incident management
Yes Workaround needed?
No
Change needed?
No
Resolved?
Yes
Implement workaround
Raise known error record if required
Known Error database
Change Yes management
No
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RFC
Problem resolution
Problem closure
Problem Prioritization
Priority is the order in which something will be addressed. Impact is the current effect on the business, and urgency is the length of time that the business can absorb the effect without serious issue (how long we can wait to address the problem). Incidents, problems, and changes, all use the formula of Impact +
Urgency = Priority.
Priority = Impact + Urgency
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