VAIRKKO determines incident priority with the use of a Priority Matrix to remove the ambiguity around an agent’s guesses and makes priority determination simple and structured.
What is a Priority Matrix?
A technique in Service Management that uses pre-defined values for "Urgency" and "Impact" to determine the priority of an incident.
What is Impact?
The effect an incident will have on platform service levels and is the measure of the disruption to the day-to-day business of the organization.
What is Urgency?
Urgency is a measure of how long the resolution can be delayed until an incident, problem, or change has a significant business impact
Factors for determining Impact
- Number of affected users
- Number of affected services
- Features affected
- Other factors not listed
Factors for determining Urgency
- Service Availability
- No workaround available
- Workaround is available
- Other factors not listed