Checklist Problem Priority

From IT Process Wiki

ITIL Process: Service Support - Problem Management

Checklist Category: Checklists for Problem Management

Source: Checklist "Problem Priority" from the ITIL Process Map V2

The priority of a Problem is assigned according to the following rules:

• Urgency (available time until the resolution of the Problem), e.g.
  • 1: up to 4 hrs.
  • 2: up to 1 day
  • 3: up to 5 days
• Degree of severity (damage caused to the business), e.g.
  • 1: „High“ (interruption to critical business processes)
  • 2: „Normal“ (interruption to the work of individual employees)
  • 3: „Low“ (hindrance to the work of individual employees, continuation of work possible by means of a circumventive solution)
• Priority (e.g. in stages 1, 2 and 3): A function of urgency and the degree of severity