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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.

Note: Generally, priorities are defined and used to resolve incidents in an effective way; it is not necessary to use priorities for Service Requests, as an execution target is to be defined for each Service Request type.

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Definition

• Impact measure the effect of an incident on business processes.

• Urgency is the time it takes to an incident to have a significant impact on business.

• Priority is based on impact and urgency, and is used to identify required times for actions to be taken.

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Priority Matrix

Use the following matrix as a sample to help you in establishing your own Priority Matrix.

Please note that according to the business objectives and needs, Impact and Urgency can be defined based on different criteria:

• Amount of impacted users
• Potential financial losses
• Critical periods (year, month, etc.)
• System Criticality
• Others

	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