![]() if both values are high, then it’s a high-priority incident (P1 or P2), and if the values lie somewhere in the middle, then it’s a medium priority (P3) incident. If both urgency and impact are low, then the incident is assigned a low priority (P4 or P5). In the matrix, we map out various incidents according to their impact and urgency, and a priority class is automatically assigned. The best way to map out incident priority is in an incident management matrix. The first step toward ensuring an effective incident Management response is to properly define and implement standardized incident Priority Matrix levels. Customer experience may be degraded, but not enough to make them switch to a competitor Priority Levels and SLA’s Low : A low-level incident that has almost no chance of reducing revenue. Medium : A medium-level incident that may not directly cause lost revenue but may escalate without swift action You should repair the problem as soon as possible to minimize downtime costs, keep customers happy, and maintain your company’s good reputation High : A significant incident that has a broad impact.
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