Knowledgebase: Tech Tips 2012-2013
Priority Level Settings
Posted by Steve Asper on 07 October 2013 10:11 PM

Urgency + Impact = Priority Level

 

Urgency: (Determined by User) The urgency of the incident in regards to how quickly the incident is needed to be resolved.

  • 4-Critical: The department or school cannot provide a critical service to stakeholders

  • 3-High:  The department or school cannot provide a non-critical service to stakeholders, single-user cannot perform a critical job function

  • 2-Medium:  Single-user cannot complete a job function

  • 1-Normal:  No urgency/impact to business services, single-user “how to” or related to a service request.

 

Impact: (determined by Technology Dept) The impact of the incident in regards to how large (or small) the interruption is to the district area(s) (schools, departments…).

  • 4-Extensive/Widespread:  al l users impacted

  • 3-Significant/Large:  Department(s) and Location(s) impacted, or a significant service is unavailable to stakeholders

  • 2-Moderate/Limited:  Low impact, may be single or multi-user issue where the service is not significant

  • 1-Minor/Localized:  Single-user impact, general break/fix issue with no or little impact

 

Priority level determines resolution time. Technology Department goals are as follows:

Priority LevelNameResolution Time

4 CriticalImmediate until fixed

3 High24 hours

2 Medium3 days

1 Normal5 days

 

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