This section establishes urgency categories. The definitions should be adapted to the type of organization, so the following table is just an example: To determine the urgency of the Problem, choose the highest relevant category:
| Category | Description |
|---|---|
| High (H) | - The damage caused by the Problem increases rapidly. - Work that cannot be completed by staff is highly time-sensitive - A minor Problem can be prevented from becoming a major Problem by acting immediately. - Multiple users with VIP status are affected. |
| Medium (M) | - The damage caused by the Problem increases considerably over time. - A single user with VIP status is affected. |
| Low (L) | - The damage caused by the Problem only increases marginally over time. - Work that cannot be completed by staff is not time-sensitive. |
This section establishes impact categories. The definitions should be adapted to the type of organization, so the following table is just an example: To determine the impact of the Problem, choose the highest relevant category:
| Category | Description |
|---|---|
| High (H) | - A large number of staff are affected and/or cannot do their work. - A large number of customers are affected and/or at acute disadvantage in some way. - The financial impact of the Problem is high. - Damage to the company's reputation is likely to be high. - Someone has been injured. |
| Medium (M) | - A moderate number of staff are affected and/or cannot do their work properly. - A moderate number of customers are affected and/or upset in some way. - The financial impact of the Problem is moderate. - Damage to the company's reputation is likely to be moderate. |
| Low (L) | - A minimal number of staff are affected and/or able to offer acceptable service, but this requires additional effort. - A minimal number of customers are affected and/or bothered, but not significantly. - The financial impact of the Problem is low. - Damage to the company's reputation is likely to be minimal. |
Priority is derived from urgency and impact. Incident priority matrix
If classes are defined to evaluate urgency and impact (see above), an Urgency Impact Matrix (also known as Ticket Priority Matrix) can be used to define priority classes, identified in this example by colors and priority codes:
| Impact | ||||
|---|---|---|---|---|
| H | M | L | ||
| Urgency | H | Emergency | High | Normal |
| M | High | Normal | Low | |
| L | Normal | Low | Low | |
Meeting the resolution time of a ticket is a commitment for both the support agent and the requester and is expressed in response, resolution, delivery, and availability times.
The estimated resolution time is based on priority.
| Priority | Time |
|---|---|
| Emergency | 24 hours |
| High | 2 business days |
| Normal | 3 business days |
| Low | 4 business days |