tag:blogger.com,1999:blog-5859778779405304862.post2433035257085021990..comments2023-12-21T02:29:23.596-08:00Comments on ITIL Service Management: Incident Priority - What Everyone Should Knowdoctorhttp://www.blogger.com/profile/03261980462609923453noreply@blogger.comBlogger13125tag:blogger.com,1999:blog-5859778779405304862.post-83440419906375517222018-04-26T13:53:14.686-07:002018-04-26T13:53:14.686-07:00Is it an ITIL practice to lower fown the priority ...Is it an ITIL practice to lower fown the priority of a case if the impact and urgency has been reduced?Anonymoushttps://www.blogger.com/profile/05410096231192479920noreply@blogger.comtag:blogger.com,1999:blog-5859778779405304862.post-88538616018012247842018-02-26T03:29:08.933-08:002018-02-26T03:29:08.933-08:00This is often the practice in large service organi...This is often the practice in large service organizations, I have seen a lot of it. In the end it messes up your statistics and you end up short in management reporting.<br /><br />I am strictly against these practice. If you resolved - put the ticket into status "resolved" and open a problem ticket to tidy up and do RCA.<br /><br />In this particular example you mentioned I would doctorhttps://www.blogger.com/profile/03261980462609923453noreply@blogger.comtag:blogger.com,1999:blog-5859778779405304862.post-22624505171850100052018-02-23T10:31:57.477-08:002018-02-23T10:31:57.477-08:00Hi doctor,
Is it correct according to ITIL best pr...Hi doctor,<br />Is it correct according to ITIL best practices, that when a prio 1 Incident is being registered, to lower the priority once the situation gets better and the impact and/or urgency are not that high in the meantime, but still the incident is open and a fix is under implementation?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-5859778779405304862.post-51026685739804478832017-01-25T09:24:56.394-08:002017-01-25T09:24:56.394-08:00Of course, Apjohn2, glad if it helps.Of course, Apjohn2, glad if it helps.doctorhttps://www.blogger.com/profile/03261980462609923453noreply@blogger.comtag:blogger.com,1999:blog-5859778779405304862.post-54065171476035440202017-01-25T07:10:23.688-08:002017-01-25T07:10:23.688-08:00Hi doctor - thank you for this article. Here it is...Hi doctor - thank you for this article. Here it is 2017 and I've just found it. It appears to hold up to my understanding of IM in ITIL (certified in Foundations in 2013).<br /><br />I'd like to copy your work here--graphics and text--into an internal document for use in my employer as a reference to how priorities are determined. Do you allow this?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-5859778779405304862.post-24780451582633868892017-01-25T07:09:28.050-08:002017-01-25T07:09:28.050-08:00Hi doctor - thank you for this article. Here it is...Hi doctor - thank you for this article. Here it is 2017 and I've just found it. It appears to hold up to my understanding of IM in ITIL (certified in Foundations in 2013).<br /><br />I'd like to copy your work here--graphics and text--into an internal document for use in my employer as a reference to how priorities are determined. Do you allow this?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-5859778779405304862.post-24211270342134962132014-08-01T15:18:33.667-07:002014-08-01T15:18:33.667-07:00Establishing IT Security Incident Priority is not ...Establishing IT Security Incident Priority is not a service desk function: highest priority is the most serious threat against the most critical asset usually, so it’s 2-dimensional. Then, if you want to bring situational awareness into the picture this multiplier adds a third dimension, e.g. multiple incidents with a common factor might well have a higher priority than just threat potential and Anonymoushttps://www.blogger.com/profile/14913360020088657207noreply@blogger.comtag:blogger.com,1999:blog-5859778779405304862.post-6820307318715852722010-07-14T01:28:08.304-07:002010-07-14T01:28:08.304-07:00Alimck,
SD owns all incidents. I thought it was o...Alimck,<br /><br />SD owns all incidents. I thought it was obvious from the graph where 3rd level resolves tickets, and then SD closes them.<br /><br />Please have a look at <a href="http://itservicemngmt.blogspot.com/2007/05/service-desk.html" rel="nofollow">Service Desk Article</a>. <br /><br />Have a nice day!doctorhttps://www.blogger.com/profile/03261980462609923453noreply@blogger.comtag:blogger.com,1999:blog-5859778779405304862.post-11540859225707407872010-07-13T06:04:07.657-07:002010-07-13T06:04:07.657-07:00"Reassigning incidents to a higher tier suppo..."Reassigning incidents to a higher tier support group"<br /><br />Service desk should still own all incidents until they can be closed.<br /><br />Perhaps some clarification on 'assign' and 'own' is needed.Alastairhttps://www.blogger.com/profile/04623968929761647491noreply@blogger.comtag:blogger.com,1999:blog-5859778779405304862.post-78563051944400936652010-06-17T02:42:39.750-07:002010-06-17T02:42:39.750-07:00Aha, so the P1S1 is a Major Ticket. Works by ITIL,...Aha, so the P1S1 is a Major Ticket. Works by ITIL, and you probably have your history/tool/organization reasons for this particular prioritization system.<br /><br />Identifying incident prioritiy and classification is main responsibility of Service Desk, glad you brought it up.<br /><br />Keeping a tidy Service Portfolio or at least a sensible Service Catalog helps a lot in impact assesment.<br doctorhttps://www.blogger.com/profile/03261980462609923453noreply@blogger.comtag:blogger.com,1999:blog-5859778779405304862.post-52349379223101888222010-06-10T08:09:34.139-07:002010-06-10T08:09:34.139-07:00Good primer on IM. I've lived in that world a...Good primer on IM. I've lived in that world at a large global financial company for a few years now. We actually have a multi-tiered set of priorities. P1-P4 which closely aligns to your chart. But, then we break out the P1s into 3 Severities - P1S1, P1S2, P1S3. All P1s cause a specific process to automatically be initiated and a P1S1 also engages a dedicated "P1 team" that Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-5859778779405304862.post-7542978030800807642009-04-13T16:32:00.000-07:002009-04-13T16:32:00.000-07:00Thanx Mark,
This post has been here for ages and ...Thanx Mark,<br /><br />This post has been here for ages and you're the first to coment on this graphics.<br /><br />I've straightened it up now, thanks again.doctorhttps://www.blogger.com/profile/03261980462609923453noreply@blogger.comtag:blogger.com,1999:blog-5859778779405304862.post-47271332223588094972009-04-09T09:48:00.000-07:002009-04-09T09:48:00.000-07:00Aren't the priorities backwards? The articles indi...Aren't the priorities backwards? The articles indicates 5 is the lowest priority yet the graphic shows High Impact, High Urgency equals a Priority 5. Shouldn't it be a Priority 1?markhttps://www.blogger.com/profile/05319385199181183660noreply@blogger.com