Checklist Incident Priority - Revision history

Andrea at 11:08, 31 December 2023

2023-12-31T11:08:52Z

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Andrea at 12:24, 27 March 2022

2022-03-27T12:24:21Z

← Older revision		Revision as of 14:24, 27 March 2022
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	Image:ITIL-Wiki-~~share~~.jpg\|right~~\|share this page\|141px~~		Image:ITIL-Wiki-deutsch.jpg\|right\|Checklist Incident Priority - Template Incident Priority
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	'''ITIL Process''': [[ITIL Service Operation\|ITIL Service Operation]] - [[Incident Management]]		'''ITIL Process''': [[ITIL Service Operation\|ITIL Service Operation]] - [[Incident Management]]

			'''ITIL 4 Practice''': Incident management

	'''Checklist Category:''' [[ITIL-Checklists#ITIL_Templates\|ITIL Templates]]		'''Checklist Category:''' [[ITIL-Checklists#ITIL_Templates\|ITIL Templates]]
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Andrea at 13:58, 23 May 2020

2020-05-23T13:58:16Z

← Older revision		Revision as of 15:58, 23 May 2020
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	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	~~[[Category:ITIL V3\|Incident Priority]]~~
	~~[[Category:ITIL 2011\|Incident Priority]]~~
	[[Category:Checklist (ITIL)\|Incident Priority]]		[[Category:Checklist (ITIL)\|Incident Priority]]
			[[Category:Template (ITIL)\|Incident Priority]]
	[[Category:Service Operation\|Incident Priority]]		[[Category:Service Operation\|Incident Priority]]
	[[Category:Incident Management\|Incident Priority]]		[[Category:Incident Management\|Incident Priority]]
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Andrea at 17:51, 29 March 2019

2019-03-29T17:51:42Z

← Older revision		Revision as of 19:51, 29 March 2019
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	'''ITIL Process''': [[ITIL Service Operation\|ITIL Service Operation]] - [[Incident Management]]		'''ITIL Process''': [[ITIL Service Operation\|ITIL Service Operation]] - [[Incident Management]]

	'''Checklist Category:''' [[ITIL-Checklists#ITIL ~~2011 Templates\|~~Templates ~~ITIL 2011~~]]		'''Checklist Category:''' [[ITIL-Checklists#ITIL_Templates\|ITIL Templates]]

	<p> </p>		<p> </p>
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	<html>Is based on: Template "Incident Prioritization Guideline" from the <a href="https://en.it-processmaps.com/products/itil-process-map.html" title="The ITIL Process Map" class="external text">ITIL Process Map</a>.</p>		<html>Is based on: Template "Incident Prioritization Guideline" from the <a href="https://en.it-processmaps.com/products/itil-process-map.html" title="The ITIL Process Map" class="external text">ITIL Process Map</a>.</p>

	<p>By:  Stefan Kempter <a rel="author" href="https://~~plus~~.~~google~~.com/~~111925560448291102517~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Stefan Kempter \| Profile on ~~Google+~~" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>		<p>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>

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Andrea at 15:22, 23 January 2017

2017-01-23T15:22:43Z

Show changes

Andrea at 15:28, 18 May 2016

2016-05-18T15:28:32Z

Show changes

Andrea at 09:50, 13 September 2014

2014-09-13T09:50:01Z

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-<html><a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter | Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></html>
+==[ Infobox ]==
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Andrea at 12:54, 13 August 2014

2014-08-13T12:54:37Z

← Older revision		Revision as of 14:54, 13 August 2014
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	<p> </p>		<p> </p>

			__TOC__

	===<span id="Incident Priority">Overview</span>===		===<span id="Incident Priority">Overview</span>===

			[[image:Incident-prioritization-guideline.png\|thumb\|389px\|right\|alt=Checklist Incident Priority]]

	The ''Incident Prioritization Guideline'' describes the rules for assigning ''priorities to Incidents'', including the definition of what constitutes a ''Major Incident''. Since Incident Management escalation rules are usually based on priorities, assigning the correct priority to an Incident is essential for triggering appropriate ''Incident escalations''.		The ''Incident Prioritization Guideline'' describes the rules for assigning ''priorities to Incidents'', including the definition of what constitutes a ''Major Incident''. Since Incident Management escalation rules are usually based on priorities, assigning the correct priority to an Incident is essential for triggering appropriate ''Incident escalations''.
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	<p> </p>		<p> </p>

	'''An ~~Incident’s~~ priority is usually determined by assessing its impact and urgency, where'''		'''An Incident's priority is usually determined by assessing its impact and urgency, where'''
	* ''Urgency'' is a measure how quickly a resolution of the Incident is required		* ''Urgency'' is a measure how quickly a resolution of the Incident is required
	* ''Impact'' is measure of the extent of the Incident and of the potential damage caused by the Incident before it can be resolved.		* ''Impact'' is measure of the extent of the Incident and of the potential damage caused by the Incident before it can be resolved.

			<br style="clear:both;"/>
	<p> </p>		<p> </p>

	~~__TOC__~~

	==Incident Urgency (Categories of Urgency)==		==Incident Urgency (Categories of Urgency)==

Andrea: /* Major Incidents - Key Characteristics */

2013-08-03T14:30:42Z

Major Incidents - Key Characteristics

← Older revision		Revision as of 16:30, 3 August 2013
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	<br style="clear:both;"/>		<br style="clear:both;"/>

	== <~~span id="Incident Priority"~~>~~Overview~~</~~span~~> ==		<p> </p>

	'''ITIL Process''': [[ITIL V3 Service Operation\|ITIL 2011 Service Operation]] - [[Incident Management]]		'''ITIL Process''': [[ITIL Service Operation\|ITIL 2011 Service Operation]] - [[Incident Management]]

	'''Checklist Category:''' [[ITIL-Checklists#~~Checklists~~ ITIL ~~V3 Service Operation~~\|~~Checklists~~ ITIL Service Operation]]		'''Checklist Category:''' [[ITIL-Checklists#ITIL 2011 Templates\|Templates ITIL 2011]] - Service Operation

	'''Source''': Checklist "Incident Prioritization Guideline" from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map]		'''Source''': Checklist "Incident Prioritization Guideline" from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map]

	<p> </p>		<p> </p>

			===<span id="Incident Priority">Overview</span>===

	The ''Incident Prioritization Guideline'' describes the rules for assigning ''priorities to Incidents'', including the definition of what constitutes a ''Major Incident''. Since Incident Management escalation rules are usually based on priorities, assigning the correct priority to an Incident is essential for triggering appropriate ''Incident escalations''.		The ''Incident Prioritization Guideline'' describes the rules for assigning ''priorities to Incidents'', including the definition of what constitutes a ''Major Incident''. Since Incident Management escalation rules are usually based on priorities, assigning the correct priority to an Incident is essential for triggering appropriate ''Incident escalations''.
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	== Incident Urgency (Categories of Urgency) ==		__TOC__

			==Incident Urgency (Categories of Urgency)==

	This section establishes ''categories of urgency''. The definitions must suit the type of organization, so the following table is only an example:		This section establishes ''categories of urgency''. The definitions must suit the type of organization, so the following table is only an example:
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	{\| border="1" cellpadding="5" cellspacing="0~~" align="center~~"		{\| border="1" cellpadding="5" cellspacing="0"
	\|-		\|-
	! width="25%" style="background:#ffcc66;" \| Category		! width="25%" style="background:#ffcc66;" \| Category
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	<p> </p>		<p> </p>

	== Incident Impact (Categories of Impact) ==		==Incident Impact (Categories of Impact)==

	This section establishes ''categories of impact''. The definitions must suit the type of organization, so the following table is only an example:		This section establishes ''categories of impact''. The definitions must suit the type of organization, so the following table is only an example:
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	{\| border="1" cellpadding="5" cellspacing="0~~" align="center~~"		{\| border="1" cellpadding="5" cellspacing="0"
	\|-		\|-
	! width="25%" style="background:#ffcc66;" \| Category		! width="25%" style="background:#ffcc66;" \| Category
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	== Incident Priority Classes ==		==Incident Priority Classes==

	''Incident Priority'' is derived from [[#Incident Urgency (Categories of Urgency)\|urgency]] and [[#Incident Impact (Categories of Impact)\|impact]].		''Incident Priority'' is derived from [[#Incident Urgency (Categories of Urgency)\|urgency]] and [[#Incident Impact (Categories of Impact)\|impact]].
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	== <span id="Major Incident Handling">Circumstances that warrant the Incident to be treated as a Major Incident</span> ==		==<span id="Major Incident Handling">Circumstances that warrant the Incident to be treated as a Major Incident</span>==

	''Major Incidents'' call for the establishment of a Major Incident Team and are managed through the [[Incident Management#Handling of Major Incidents\|Handling of Major Incidents]] process.		''Major Incidents'' call for the establishment of a Major Incident Team and are managed through the [[Incident Management#Handling-of-Major-Incidents\|Handling of Major Incidents]] process.

	==== Indicators ====		====Indicators====

	The above prioritization scheme notwithstanding, it is often appropriate to define additional, readily understandable indicators for identifying Major Incidents (see also the comments below on identifying Major Incidents). Examples for such indicators are:		The above prioritization scheme notwithstanding, it is often appropriate to define additional, readily understandable indicators for identifying Major Incidents (see also the comments below on identifying Major Incidents). Examples for such indicators are:
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	==== Identifying Major Incidents ====		====Identifying Major Incidents====

	It is not easy to give clear guidelines on how to identify major incidents although the [[Roles ~~within ITIL V3~~#1st Level Support\|1st Level Support]] often develops a "sixth sense" for these. It is also probably better to err on the side of caution in this respect.		It is not easy to give clear guidelines on how to identify major incidents although the [[ITIL Roles#1st Level Support\|1st Level Support]] often develops a "sixth sense" for these. It is also probably better to err on the side of caution in this respect.

	A ''Major incidents'' tend to be characterized by its impact, especially on customers. Consider some examples:		A ''Major incidents'' tend to be characterized by its impact, especially on customers. Consider some examples:
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	==== Major Incidents - Key Characteristics ====		====Major Incidents - Key Characteristics====

	Some of the key characteristics that make these Major Incidents are:		Some of the key characteristics that make these Major Incidents are:
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	<p> </p>		<p> </p>

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Andrea at 09:38, 5 June 2012

2012-06-05T09:38:44Z

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