Impact and Urgency Charts
Impact is a measures the effect of an Incident. Impact is often based on how service levels are affected. The Service Desk ticketing system codes are as follows:
| Code | Urgency Code | Example |
|---|---|---|
| 1 | Extensive/Widespread | An incident affecting the entire campus or a critical process like payroll or instruction in multiple classes, or is university-wide. |
| 2 | Significant/Large | An incident affecting multiple departments, one college/division, instruction in one class or a building. |
| 3 | Moderate/Limited | An incident affecting multiple users or a department or a standard process that’s not critical. |
| 4 | Minor/Localized | An incident affecting one or few users or a non-critical process. |
Urgency is a measure of how long it will be until an Incident has a significant impact on the Business. For example, a high Impact Incident may have low Urgency, if the Impact will not affect the university until the end of the quarter. The Service Desk ticketing system codes are as follows:
| Code | Urgency Code | Example |
|---|---|---|
| 1 | Very High | A full service outage of a critical system. System is non-operational. Urgent response. |
| 2 | High | An incident that disrupts a users’ ability to do work or an issue that partially impacts a very important person or process. Quick response. |
| 3 | Medium | An incident that partially impacts the user’s ability to do work or one for which a workaround exists. Assistance is needed. Response as soon as possible. |
| 4 | Low | An incident that has no impact on users’ ability to do work. Response is not critical. |
Priority
Priority identifies the relative importance of an Incident. Incident priority is based on the combined Impact and Urgency assignments, and is used to identify the required action times. Priorities are assigned by the Service Desk.