Certain (groups of) Vital Business Functions (business-critical processes) are affected and the estimated time for restoring these processes to full operating status is unknown or exceedingly long (specify business-critical processes).Certain (groups of) business-critical services, applications or infrastructure components are unavailable and the estimated time for recovery is unknown or exceedingly long (specify services, applications or infrastructure components).The above prioritization scheme notwithstanding, it is often appropriate to define additional, readily understandable indicators for identifying Major Incidents (see also the comments below on identifying Major Incidents). Major Incidents call for the establishment of a Major Incident Team and are managed through the Handling of Major Incidents process. If classes are defined to rate urgency and impact (see above), an Urgency-Impact Matrix (also referred to as Incident Priority Matrix) can be used to define priority classes, identified in this example by colors and priority codes:Ĭircumstances that warrant the Incident to be treated as a Major Incident Incident Priority is derived from urgency and impact. ![]() The damage to the reputation of the business is likely to be minimal.The financial impact of the Incident is (for example) likely to be less than $1,000.A minimal number of customers are affected and/or inconvenienced but not in a significant way.A minimal number of staff are affected and/or able to deliver an acceptable service but this requires extra effort.The damage to the reputation of the business is likely to be moderate.The financial impact of the Incident is (for example) likely to exceed $1,000 but will not be more than $10,000.A moderate number of customers are affected and/or inconvenienced in some way.A moderate number of staff are affected and/or not able to do their job properly.The damage to the reputation of the business is likely to be high.The financial impact of the Incident is (for example) likely to exceed $10,000.A large number of customers are affected and/or acutely disadvantaged in some way.A large number of staff are affected and/or not able to do their job.To determine the Incident's impact, choose the highest relevant category: The definitions must suit the type of organization, so the following table is only an example: This section establishes categories of impact. Work that cannot be completed by staff is not time sensitive.The damage caused by the Incident only marginally increases over time. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |