Checklist Incident Priority

ITIL Process: Service Support - Service Desk and Incident Management

Checklist Category: Checklists for Service Desk and Incident Management

The priority of an Incident is a function of the following components:

• Urgency (available time until the resolution of the Incident), i.e.
  • 1: to 0,5 hrs.
  • 2: to 2,0 hrs.
  • 3: to 6,0 hrs.
• Degree of severity (damage caused to the business), i.e.
  • 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 (for example in stages 1, 2 and 3): The result from the combination of urgency and the degree of severity