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. 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.
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