Prioritizing Requests

The Columbian College Office of Technology Services follows ITIL Guidelines when determining how to prioritize requests. 

OTS classifies incidents into 5 priority levels:

Priority Level Resolution Target SLA
Priority 1 Critical 2 Hours
Priority 2 High 1 Business Day
Priority 3 Moderate 5 Business Days
Priority 4 Low 7 Business Days
Priority 5 Planning Manual Due Date

Each level has its own target for resolution time, referred to as a Service-Level Agreement (SLA). The default level is Priority 3 - Moderate, and the SLA is 5 business days. 

The OTS ticketing system, ServiceNow, notifies our technicians when requests are approaching their due date. If tickets breach their SLA target, the request is automatically escalated to OTS management. 


ITIL guidelines sugguest using three metrics for determining the order in which incidents are processed:

  • Impact: The effect an incident has on business.
  • Urgency: The extent to which the incident's resolution can bear delay.
  • Priority: How quickly the service desk should address the incident. (Priority is a function of Impact & Urgency.)
     

OTS uses the following definitions when classifying incident's urgency and impact. Incident priority is then automatically calculated based on the urgency and impact values.

Impact

     1 - Extensive/Widespread Affects multiple groups or areas across one or more campuses, including XenApp
     2 - Significant/Large Affects at least 1 group, a classroom, or small office
     3 - Moderate/Limited Affects 3-10 disparate users of similar services
     4 - Minor/Localized Affects 1-2 users

Urgency

     1 - Critical All work stopped – Negative impact on CCAS business continuity or VIP request
     2 - High Productivity is significantly compromised
     3 - Medium Productivity is impacted, but some work can continue
     4 - Low Productivity is not immediately compromised, but may be in the future

Priority 

Priority is automatically determined based on the Impact and Urgency of an incident. The default priority for incidents is 3 - Moderate

Impact Urgency Priority
1 - Extensive/Widespread 1 - Critical 1 - Critical
2 - Significant/Large 1 - Critical 1 - Critical
1 - Extensive/Widespread 2 - High 1 - Critical
3 - Moderate/Limited 1 - Critical 2 - High
4 - Minor/Localized 1 - Critical 2 - High
2 - Significant/Large 2 - High 2 - High
3 - Moderate/Limited 2 - High 2 - High
1 - Extensive/Widespread 3 - Medium 2 - High
4 - Minor/Localized 2 - High 3 - Moderate
2 - Significant/Large 3 - Medium 3 - Moderate
3 - Moderate/Limited 3 - Medium 3 - Moderate
4 - Minor/Localized 3 - Medium 3 - Moderate
1 - Extensive/Widespread 4 - Low 4 - Low
2 - Significant/Large 4 - Low 4 - Low
3 - Moderate/Limited 4 - Low 4 - Low
4 - Minor/Localized 4 - Low 4 - Low
5 - Planning 5 - Planning 5 - Planning