Subprocess
Assign impact and urgency
Incident classification and initial support
Description
Referenced subprocess
Assign impact and urgency
Description
In this process an impact and urgency is assigned.
When several Incidents are being dealt with at the same time, priorities have to be set. These priorities are based on the seriousness of the Error to the business and the user, and determine the order in which Incidents are dealt with.
The priorities are assigned based on the following criteria:
- Urgency of the Incident: the acceptable delay to the user or business process.
- Impact of the Incident on users or business processes.