A priority of the issue can be figured out based on its impact and urgency using a priority matrix.
The impact of an issue indicates the measure of the potential effect on the business user or service or CI. In SimpleOne, the impact can be categorized as:
- Low;
- Medium;
- High;
- Very High.
The urgency of an issue indicates the measure of time until an issue has an impact on the business. In SimpleOne, the urgency can be categorized as:
- Low;
- Medium;
- High.
Based on the priority, issues can be categorized as:
- Low;
- Moderate;
- High;
- Critical.
The priority matrix
Urgency / Impact | Very High | High | Medium | Low |
---|---|---|---|---|
High | Critical | Critical | High | Moderate |
Medium | Critical | High | Moderate | Low |
Low | Critical | Moderate | Low | Low |
How to extend the priority matrix
Чтобы расширить матрицу приоритетов, нужно сначала добавить impact и urgency.
impact и urgency добавляются в choice. простой путь:
в любом инциденте right-click на impact/urgency -> configure dictionary -> дальше описать, как будет добавляться новый пункт в чойс -> дальше описать, как на основании импакта и урдженси создавать уровни приоритетов
Generally, the priority matrix is provided "as-is", having standard settings, but you can customize it, basing on your business tasks and priorities. The first thing to do is to add impact and/or urgency options.
To do this, please complete the steps below:
ну, допустим, я описал, как добавить импакт и урдженси
After you're done, you are ready to extend the priority matrix.
To do this, please complete the steps below:
- Navigate to the System Policy → Priority Data Lookup;
- Click New, fill in the form and then press Save.
Priority Data Lookup form field
Field | Description |
---|---|
Impact | The impact value you plan to use in the new priority value. |
Urgency | The urgency value you plan to use in the new priority value. |
Urgency / Impact | Very High | High | Medium | Low | Very Low |
---|---|---|---|---|---|
Very High | Critical | Critical | Critical | High | Moderate |
High | Critical | Critical | High | Moderate | Low |
Medium | Critical | High | Moderate | Low | Low |
Low | Critical | Moderate | Low | Low | Low |