ITIL For Dummies by Peter Farenden

Author:Peter Farenden
Language: eng
Format: epub, pdf
Publisher: Wiley
Published: 2012-03-04T16:00:00+00:00

Figure 8-1: An example of incident categorisation.

Based on ITIL® material. Reproduced under licence from The Cabinet Office.

The category of the incident can help many other subsequent activities like:

Deciding who to escalate the incident to for further support

Providing an input to deciding the priority of the incident

Providing an input to trend analysis

Prioritising incidents

Prioritising is a way of identifying the relative importance of an incident. The priority of incidents dictates the order in which they should be dealt with. Priority is based on:

Impact: You can judge impact in many ways – maybe the potential cost of lost revenue and/or the number of users affected.

Urgency: How quickly does the business need a resolution; how long can it wait?

Have a clear set of rules for establishing the impact and urgency and hence the priority of an incident. Without such rules, IT could fix incidents in any order without consideration of business needs.

During the prioritisation activity, you allocate a priority code to each incident, usually 1, 2, 3, 4 and so on. Each priority code has a timescale associated with it; for example, a priority 2 incident is resolved within eight hours. Basically, the priority puts all incidents in order, thus telling IT teams which incidents to resolve first. Table 8-1 shows a simple example of some priorities.

Table 8-1 An Example of Incident Priorities

Priority Code

Description

Target Resolution Time

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