How do we prioritise your request?

17triplezero IT Support Incident Management and Prioritisation

Each incident reported to the 17triplezero IT Service Desk is allocated a unique reference number and assigned a priority to help us plan and allocate work, especially in busy periods. Each priority has target times relating to response and resolution. The priority of an incident is assigned by the Client Service Officer and determined by its impact and urgency.

Impact relates to the impact the incident has on the business e.g. the number of users affected or the importance of the service to the business:

Impact Level Definition
High Multiple work groups affected or whole organisation affected or critical service affected
Medium Single workgroup affected or VIP user affected
Low One user affected or non-critical service
None No immediate impact on users


Urgency is a measure of how severely the user's work process is affected which influences the timeframe that is required to solve the incident :

Urgency Level Definition
High No workaround exists - multiple services affected
Medium No workaround exists - single service affected
Low Immediate solution or workaround can be provided


The Impact/Urgency Matrix below is used to determine the priority of the incident:

Impact
None Low Medium High
Urgency High Priority 4 Priority 3 Priority 2 Priority 1
Medium Priority 4 Priority 4 Priority 3 Priority 2
Low Priority 5 Priority 4 Priority 4 Priority 3

Priority Definition Target Resolution Time

Priority Definition Target Resolution Time
1 Critical 4 business hours
2 High 1 business day
3 Medium 1 business week
4 Low 4 business weeks
5 Future service request or planned enhancement  Not specified