Breadcrumb

Incident Management Guidelines

Impact - The number of users affected by the incident

Question: Are other people at your location impacted?
Question: Is the entire agency or multiple agencies impacted? 

1-Extensive / Widespread
  • Common to the enterprise, more than one entire agency or users from multiple agencies.
2-Significant / Large
  • One single agency, all impacted.
  • Impacts an executive or VIP.
3-Moderate / Limited
  • Multiple users, less than one entire agency, 2+ users.
4-Minor / Localized
  • Single individual or a single user.

Urgency - How quickly the organization needs resolution

Question: Are you able to work around the incident?
Question: Is this for a password reset?
Question: Is this disruption business critical?
  

1-Critical
  • An impediment of a critical business component resulting in a significant disruption to the business.

    Existing incident or imminent event resulting in regulatory, security, or reputational impact.

2-High
  • An impediment of a component resulting in disruption to the business.  The user is unable to perform normal business operations, and a workaround is not available.

    An Incident has impaired the user's ability to perform their normal business operation and a workaround is not available.

3-Medium

An incident has not resulted in a work disruption but has impaired the user's ability to perform their normal business operation.
4-Low
  • An incident has not resulted in a work disruption and is more of an inconvenience. a workaround is in place.


Priority - (Combination of Impact and Urgency)

Priority, which is calculated automatically based on Impact and Urgency, is the main indicator of severity and is used to determine:

  • Which service level requirements (i.e. resolution times) apply to the incident
  • The sequence is which an incident is addressed