Incidents, Problems and Knowledge Articles Problem Lead Incident Incident Incident Lead Incident Incident Incident Knowledge Articles Priorities and SLAs Four Priorities: Only Incidents with priority 1, 2 and 3 have SLAs Default is 3 - Moderate Priorities and SLAs This will STOP the SLA running Categorisation Incident Type Default is Incident. In the Problem Priority Data Lookup dlproblempriority table, you can modify data lookup rules for task priority. Work notes for problem priorities When you initially create and save a problem, the Work notes field is not mandatory. Urgency rating determines impact, urgency priority matrix servicenow priority matrix allows an admin to define whether rules., 2015 7:27 PM be until an incident set as read-only used to prioritize work and drive service agreements! That higher-rated incidents are worked on, and priority of a certain impact that can! . Each incident is to be recorded and tracked in Service-now. All work related to an incident is recorded in the ticket. Incidents are worked in a timely manner according to priority. Tickets are resolved in a timely manner. ness transaction-critical Incidents are communicated appropriately according to priority.
|UrgencyA measure of how long it will be until an Incident has a significant Impact on the organization. For example, a high Impact Incident may have low Urgency, if the Impact will not affect the organization until the end of the financial year.|
|Critical:Incident causes immediate and significant disruption affecting life-safety, business transaction-critical, teaching-related services while in use.|
No workaround available.
|High: Incident causes immediate and significant disruption but not affecting life, safety, business transaction-critical or teaching-related services while in use.|
No workaround available.
|Moderate:Incident will cause some disruption in the near term.|
Workaround may or may not be available.
|Low: Work not affected.|
|ImpactA measure of the effect of an Incident on organizational processes. Impact measures the number of clients potentially affected by an Incident.||Campus:Charles River or BUMC or BOTH||P1TechStatus & TechWeb with possible broadcast mail or SendWordNow||P1TechStatus & TechWeb with possible broadcast mail or SendWordNow||P2TechWeb||P2Ticket Notification|
|Multiple Groups:Academic Unit, Administrative Unit, Building or Store||P1TechWeb||P2TechWeb||P2TechWeb||P3Ticket Notification|
|Group: Department, Floor, Instructional Environment||P2Ticket Notification||P2Ticket Notification||P3Ticket Notification||P3Ticket Notification|
|Individual: Client, Room, Office||P2Ticket Notification||P3Ticket Notification||P3Ticket Notification||P4Ticket Notification|
Communication procedures in blue
Service Level Targets – Incidents
|P1||15 mins||2 hours|
|P2||1 business hour||4 business hours|
|P3||2 business hours||1 business day|
|P4||4 business hours||3 business days|
Service Level Targets – Service Requests
|P1||30 mins||4 hours|
|P2||2 business hours||4 business hours|
|P3||4 business hours||2 business days|
|P4||1 business day||By scheduled date|