Incident Priority Template

What is Incident Priority Template?

An Incident Priority Template is a standardized framework used to categorize and prioritize incidents reported in an organization's IT service management system. The template provides a structured approach to evaluating the urgency and importance of each incident, enabling teams to focus on resolving the most critical issues first.

A typical Incident Priority Template includes the following criteria:

  1. Urgency: How quickly does the issue need to be resolved? (e.g., immediate, within 2 hours, within 4 hours)
  2. Impact: What is the potential impact of the incident on business operations or users? (e.g., minor, moderate, major, catastrophic)
  3. Criticality: How critical is the service or system affected by the incident? (e.g., high, medium, low)
  4. Business Impact: What is the potential financial or reputational damage if the issue is not resolved promptly?

By using an Incident Priority Template, teams can assign a priority level to each incident based on these criteria, ensuring that:

  • Critical incidents are addressed first
  • Urgent issues receive immediate attention
  • High-impact incidents are prioritized accordingly

Example of an Incident Priority Template:

Criteria Description
Urgency Immediate response required (e.g., security breach)
Impact Minor impact on business operations or users
Criticality Low criticality for the affected service or system
Business Impact No significant financial or reputational damage

Priority Level: Normal

In this example, the incident would be treated as a normal priority issue, with a focus on resolving it within a reasonable timeframe.

By implementing an Incident Priority Template, organizations can:

  • Improve incident response times and effectiveness
  • Enhance customer satisfaction by addressing critical issues promptly
  • Reduce downtime and minimize business disruption
  • Increase transparency and accountability in incident management

Remember that the specific criteria and priority levels used may vary depending on your organization's unique needs and requirements.

Incident Priority Matrix

  • Introduction
  • Priority Levels
  • Priority Determination
  • Incident Response
  • Review and Adjustments

Provide a brief overview of the purpose of the Incident Priority Matrix and how it should be used.

Define the priority levels used to classify incidents.

  • Impact: Service is down or critically impaired.
  • Urgency: Immediate action required.
  • Impact: Service is significantly degraded.
  • Urgency: Action required within [time frame].
  • Impact: Service is moderately affected.
  • Urgency: Action required within [extended time frame].
  • Impact: Service is slightly affected.
  • Urgency: Scheduled action required.

Explain how to determine the priority level of an incident.

Impact Level Urgency Level Priority
High Immediate P1
High Soon P2
Medium Soon P3
Low Later P4

Outline the response procedures for each priority level.

  • Response Time: Within [time frame].
  • Resolution Time: Within [time frame].
  • Actions: [List of actions].
  • Response Time: Within [time frame].
  • Resolution Time: Within [time frame].
  • Actions: [List of actions].
  • Response Time: Within [time frame].
  • Resolution Time: Within [time frame].
  • Actions: [List of actions].
  • Response Time: Within [time frame].
  • Resolution Time: Within [time frame].
  • Actions: [List of actions].

Describe the process for reviewing and adjusting the priority matrix.

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  • project/templates/incident_priority_template.txt
  • Last modified: 2024/07/02 12:24
  • by Henrik Yllemo