#IMPACT URGENCY PRIORITY MATRIX CODE#

Octopus offers specialized workshops that are adapted to your organization in order to help you formalize certain ITIL concepts. Contact us to benefit from this configuration. A priority matrix defines, in advance, internal priorities for Service Desk tickets that specify given combinations of impact and urgency. It is possible to configure Response Delays for each priority - This must be configured by the Octopus team directly in your database.

A workaround is available.Īpplication or personal procedure unusable, where a workaround is available or a repair is possible. Non-critical function or procedure, unusable or hard to use having an operational impact, but with no direct impact on services availability. There is no possible alternative.Ĭritical functionality or network access interrupted, degraded or unusable, having a severe impact on services availability. Interruption making a critical functionality inaccessible or a complete network interruption causing a severe impact on services availability. A resolution target will be set for each Priority the objective is to resolve incidents within this delay. The description for each Priority depends on the context of your organization, and on the criteria that you may need to consider when the time comes to the Service Desk Agent to establish an Incident Priority. The following table is a model suggesting you how could be defined a Priority Level. The levels and their terminology of this model can be modified and adapted to your context. It's built on 3 impact and 2 urgency levels, leading to 4 priority levels (as pre-configured in Octopus). Its impact criterion is based on a number of users. Use the following matrix as a sample to help you in establishing your own priority derivation Matrix. In Octopus, using the fields impact and urgency is optional to obtain a priority.

#IMPACT URGENCY PRIORITY MATRIX CODE#

The allocation of a priority code determines how the incident is being taken care of by the tool and the support staff.

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

when some systems are identified critical with a high availability level.

a period where a system is considered as more critical.

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

We can evaluate the impact based on several criteria:

Impact measure the effect of an incident on business processes.

ATTENTION: 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.

Impact urgency priority matrix