![]() The above prioritization scheme notwithstanding, it is often appropriate to define additional, readily understandable indicators for identifying Major Incidents (see also the comments below on identifying Major Incidents). Major Incidents call for the establishment of a Major Incident Team and are managed through the Handling of Major Incidents process. If classes are defined to rate urgency and impact (see above), an Urgency-Impact Matrix (also referred to as Incident Priority Matrix) can be used to define priority classes, identified in this example by colors and priority codes:Ĭircumstances that warrant the Incident to be treated as a Major Incident Incident Priority is derived from urgency and impact. The damage to the reputation of the business is likely to be minimal.The financial impact of the Incident is (for example) likely to be less than $1,000.A minimal number of customers are affected and/or inconvenienced but not in a significant way.A minimal number of staff are affected and/or able to deliver an acceptable service but this requires extra effort.The damage to the reputation of the business is likely to be moderate.The financial impact of the Incident is (for example) likely to exceed $1,000 but will not be more than $10,000.A moderate number of customers are affected and/or inconvenienced in some way. ![]()
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