Checklist Problem Priority

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Checklist Problem Priority - Template Problem Priority


ITIL Process: ITIL Service Operation - Problem Management

Checklist Category: ITIL Templates - 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


By:  Stefan Kempter , IT Process Maps.