|Urgency A 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 disruption in the near term. Workaround available.||Low Work not affected.|
|Impact A 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||P1 TechStatus & TechWeb with possible broadcast mail or SendWordNow||P1 TechStatus & TechWeb with possible broadcast mail or SendWordNow||P2 TechWeb||P2 Ticket Notification|
|Multiple Groups Academic Unit, Administrative Unit, Building or Store||P1 TechWeb||P2 TechWeb||P2 TechWeb||P3 Ticket Notification|
|GroupDepartment, Floor, Instructional Environment||P2Ticket Notification||P2Ticket Notification||P3Ticket Notification||P3Ticket Notification|
|IndividualClient, 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|
* Target time for initial assignment to an individual or a group (assigning to an accountable analyst changes the ticket’s status from “New” to “Assigned”, or to “Unassigned” if escalating to another assignment group).
Note: “Hours” = real time (24/7) while “business hours/days” = Monday through Friday, 9 AM – 5 PM