It takes us out of focus, turns off alarms, reduces noise… it returns us to our comfort zone. The natural instinct is to reduce priority. Taking the premise that the incident has been prioritized as P1 with a real reason, a frequent operational question that I am usually consulted from Service Desk or from the 3rd level support teams: - What happens with major incidents to which measures have already been applied to mitigate the critical impact, but in such a way that a certain small proportion of the impact still remains? “Priority”: It shows the priority that the incident had when it was logged - “Current priority”: It displays the priority that incident has at this moment - “Highest priority”: It tells the highest priority the incident has had during its lifetime Once Priority 1, always prioirity 1 There are three relevant terms that we need to understand and our ITSM tool should be able to distinguish: Perhaps the original prioritization was too dramatic, and the urgency is lower. It may happen that initial mild symptoms turn into a higher threat. P2 major incidents are worked until completed, including after hours, but if a P2 is discovered after hours the conference call will not be started until the next business day.In general, an incident is created, and it is possible that its priority will vary during its lifecycle, as real impact reveals itself and investigation progresses. P2 tickets are considered major if the impact is “multiple groups” or “campus.” Incident Coordinators utilize a priority matrix to determine the appropriate impact and urgency.Īll P1 tickets are considered major incidents. Update the ticket with as much information as possible while you are working P1 vs P2 Major Incidents:ĭepending on the impact and urgency, a major incident will be categorized as a P1 or P2.Do not make any changes or reboot a server without informing the Incident Coordinator.Remember that the only goal is to restore service – do not collect diagnostic information if it will interfere with resolution time.Stay on the phone while working – don’t hang up and then call back in without permission of the Incident Coordinator.Keep your phone on mute unless speaking.
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