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Priority Coding & Incident Management

The document describes an incident management system with a simple priority coding system based on urgency and impact. It assigns priority codes from 1 to 5, with 1 being the highest priority requiring resolution within 1 hour, and 5 being the lowest priority for planning. It then outlines key performance indicators (KPIs) for measuring the business impact, quality of IT services, customer satisfaction index (CSI), visibility and communication between business and IT staff, management activity and priority of business, and maintaining standard procedures.

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Thuya
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197 views3 pages

Priority Coding & Incident Management

The document describes an incident management system with a simple priority coding system based on urgency and impact. It assigns priority codes from 1 to 5, with 1 being the highest priority requiring resolution within 1 hour, and 5 being the lowest priority for planning. It then outlines key performance indicators (KPIs) for measuring the business impact, quality of IT services, customer satisfaction index (CSI), visibility and communication between business and IT staff, management activity and priority of business, and maintaining standard procedures.

Uploaded by

Thuya
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
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Incident Management

Simple priority coding system


Impact
Urgency High Medium Low
High 1 2 3
Medium 2 3 4
Low 3 4 5

Priority Code Description Target resolution time


1 Critical 1 Hour
2 High 8 Hours
3 Medium 24 Hours
4 Low 48 Hours
5 Planning Planning
Management KPI v1.0
1. Business Impact

1.1 Incident Resolution Time


1.2 Stage of Incident
1.3 1st Level Support achievement
1.4 Incident solved remotely
1.5 Incident without impact to business

2. Quality of IT services

2.1 Total numbers of incidents


2.2 Size of incident for each IT services
2.3 Number and percentage of major incident for each IT services

3. CSI (Customer Satisfaction Index)

3.1 Survey score


3.2 Percentage of satisfaction surveys answered versus total number of satisfaction

4. Visibility and communication between business and IT staf

4.1 Number of business users incident


4.2 Number of business users complaint about quality of incident communication

5. Management Activity and priority of business

5.1 Percentage of incident handled by agreed with SLA


5.2 Average cost per incident

6. Maintain Standard Procedure

6.1 Number and percentage of incidents incorrectly assigned


6.2 Number and percentage of incidents incorrectly categorized
6.3 Number and percentage of incidents processed per service desk agent
6.4 Number and percentage of incidents related to changes and releases
al number of satisfaction surveys sent

nd IT staf

cident communication

vice desk agent


and releases

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