| 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 some disruption in the near term.
Workaround may or may not be 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 Emergency Notification System (ENS) |
P1 TechStatus & TechWeb with possible broadcast mail or Emergency Notification System (ENS) |
P2 TechWeb | P2 Ticket Notification |
| Multiple Groups: Academic Unit, Administrative Unit, Building or Store | P1 TechWeb | P2 TechWeb | P2 TechWeb | P3 Ticket 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
| Priority | Initial Assignment* | Resolution |
| 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
| Priority | Initial Assignment* | Resolution |
| 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