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General

ITIL recommends that an incident priority is derived from the Impact and the Urgency , based on the context of an organization. Octopus can derive automatically an incident priority by selecting the impact and urgency of a incident.

This section provides few examples to help you in defining your priority level.

You can also use the worksheet IM - Priorities - Standard service levels, which contains hints and models to help you formally establish priorities and service levels.


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Definition

• Impact measure the effect of an incident on business processes. We can evaluate the impact based on several criteria:
  • amount of affected users
  • potential financial losses
  • amount of affected services
  • deficiency of rules and laws
  • enterprise reputation
  • other

• Urgency is the time it takes to an incident to have a significant impact on business.
  • a period where a system is considered as more critical
  • when some systems are identified critical with a high availability level

• Priority is based on impact and urgency, and is used to identify required times for actions to be taken.
  • The allocation of a priority code determines how the incident is being taken care of by the tool and the support staff. In Octopus, using the fields impact and urgency is optional to obtain a priority''.

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Priority Matrix

Use the following matrix as a sample to help you in establishing your own priority derivation Matrix. Its impact criterion is based on the amount of users. It's built on 3 impact and 2 urgency levels, leading to 4 priority levels (as pre-configured in Octopus). The levels and their terminology of this model can be modified and adapted to your context.

	IMPACT
URGENCY		High (Whole Organization)	Medium (Department, Service or > 5 users)	Low (1-5 users)
	Urgent	P1	P2	P3
	Normal	P2	P3	P4

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Priority Level Definition

The following table is a model suggesting you how could be defined a Priority Level.

The description for each Priority depends on the context of your organization, and on the criteria that you may need to consider when time comes to the Service Desk Agent to establish an Incident Priority. A resolution target will be set for each Priority; the objective is to resolve incidents within this delay.

Priority	Name	Description	Resolution Time
P1	Critical	Interruption making a critical functionality inaccessible or a complete network interruption causing a severe impact on services availability. There is no possible alternative.	4 hours
P2	Important	Critical functionality or network access interrupted, degraded or unusable, having an severe impact on services availability. No acceptable alternative is possible.	24 hours
P3	Normal	Non critical function or procedure, unusable or hard to use having an operational impact, but with no direct impact on services availability. A workaround is available.	3 days
P4	Low	Application or personal procedure unusable, where a workaround is available or a repair is possible.	5 days