Impact urgency priority matrix install#
Impact urgency priority matrix full#

HU because the user can't do work, but LI because it's one person. In the case of a non-working mouse, I would call that LI/HU in my matrix. This doesn't mean that a principal in the middle of a meeting won't take precedence over a teacher who's trying to put up a static image of his agenda for the day. So as part of our efforts to focus more on the 'core business' of our organization, we took a more objective approach to SLAs without giving preference to titles ( EDIT: there is a bit of subjective wiggle room built in if the school's main office goes down, that immediately becomes bumped up to HI/HU or P1, because even if there's only 3 people in the office, many critical job functions flow through the main office that affect the entire building AND workarounds are likely not available).

Impact urgency priority matrix full#

We've had issues before where teachers felt like they were always pushed aside in favor of 'higher ranking' people in the district so while they have a classroom full of 30 kids losing their minds, their issues won't be resolved for another 5 days because someone in accounting called or a principal called or someone with 'superintendent' in their title pulled us away (this was actually determined based on a third-party survey that was conducted a number of years ago about our organization's culture). Obviously, this schedule is not for everyone, but given the nature of our 'business,' there are usually always workarounds and alternate activities available, hence the really long SLAs. Everyone else in the department is on alert. The priorities determine the SLA resolution times. Then I have 5 priority levels based on the combination of impact & urgency: MEDIUM: Work can continue with the use of workarounds, or alternate activities HIGH: Work is interrupted, no workarounds available

LOW: Affects 1-5 users (obviously, in this case, MEDIUM impact would be more than 5 users, so often more than just one hallway or grade level) MEDIUM: Affects a section of a building, a whole classroom, or multiple users (but less than a whole building) HIGH: Affects an entire building, a group of buildings, or the entire district Let me know if you need to have more information.п»їДЇor our K-12 environment, I created our I-U matrix and prioritization schedule like this: But the higher you are up that tree of management the more personal interaction IT needs to give. Keep in mind here that when the CEO calls and says that his laptop is not connecting to the network, and everyone else is having the same problem, it's a critical system outage, and he needs to be advised of said outage in person, with a likely time to resolution.

Takes into account the effect of seniority in the business as well as systems/services/processes within the business and it is what I've taught all my staff over the years.п»ї.

Multiply (or add) issue and requester effect.

See the image below fromВ this previous discussion. They should be asked who is affected (this gives you one of the two axes of your incident response graph) and the other is who the requester is. Users always think that their issue is critical and should be fixed now. That is for you and the IT department to deterine. The art to this is that users do NOT get to rate what the issue is.

Getting a new mouse because the one they have sometimes clicks off the screen is 'medium' if it happens only once in awhile and, for the most part, they can still work.

Getting a new mouse because the one they are using is not working at all is 'high'.

Getting a new mouse because they want a fancy one with 13 buttons and 7 balls is 'low'.

LOW means 'Hey, on our intranet, my name is misspelled on the info page for the company bowling league.Д«ut these are not set in stone, and 'heir need for a new mouse' could be any of the above: LOW is a weird one we usually use LOW for non-critical hardware replacements - getting a user a new PC, for instance, - because nothing is 'broken' and they can still work.

Impact urgency priority matrix install#

MEDIUM is also good for software install requests. MEDIUM means something is broken, definitely, but nothing critical. MEDIUM is when something is not working as expected, or there is a printer problem. HIGH is hardware failure - machine won't boot and I can't do work. HIGH is when Payroll is broken, or your site (or a portion of it) is down and customers can't buy anything.