Impact refers to the effect that an incident or problem has on the business. It measures the degree to which the incident or problem disrupts or affects the normal operations of the organisation.
Urgency indicates the speed with which the incident or problem needs to be resolved in order to minimise the impact on the user or organisation.
Response times for Incident Resolution and Service Request Fulfilment are based on relative priority - a measure of the importance of an incident or service request. Priority is calculated using both the impact and the urgency of the request using the following matrix.
| 1- High Urgency | 2 - Medium Urgency | 3 - Low Urgency | |
|---|---|---|---|
|
1 - High Impact |
Priority 1 - Critical |
Priority 2 - High |
Priority 3 - Moderate |
|
2 - Medium Impact |
Priority 2 - High |
Priority 3 - Moderate |
Priority 4 - Low |
|
3 - Low Impact |
Priority 3 - Moderate |
Priority 4 - Low |
Priority 5 - Planning |
Digital Services will attempt to respond to or resolve Incidents and Service Requests using the following matrix - using the calculated priority as the driver.
|
Priority |
Type |
Respond |
Resolve |
|
|
Interaction |
5 hours |
|
|
Priority 1 |
Incident |
3 Hours |
1 Day |
|
Priority 2 |
Incident |
5 Hours |
2 Days |
|
Priority 3 |
Incident |
5 Hours |
3 Days |
|
Priority 4 |
Incident |
5 hours |
5 Days |
|
Priority 1 |
Request |
3 Hours |
3 Days |
|
Priority 2 |
Request |
5 Hours |
6 Days |
|
Priority 3 |
Request |
5 hours |
10 Days |
|
Priority 4 |
Request |
5 hours |
20 Days |
|
Priority 5 |
Request |
5 Hours |
30 Days |
For more information about, please refer to the article Service Commitments - SLA's & Priority
Please quote the SLA if the user asks for an update about their ticket.
Below is the IT HELP Ticket Prioritisation Matrix and underneath being detailed explanations of each matrix grading.
|
|
1 - High Urgency |
2 - Medium Urgency |
3 - Low Urgency |
|
1 - High Impact |
Priority 1 - Critical |
Priority 2 - High |
Priority 3 - Moderate |
|
2- Medium Impact |
Priority 2 - High |
Priority 3 - Moderate |
Priority 4 - Low |
|
3- Low Impact |
Priority 3 - Moderate |
Priority 4 - Low |
Priority 4 - Low |
|
IMPACT |
1 High |
2 Medium |
3 Low |
|
Service or System Impact |
Key system disruption means that most (or all) University operations are disrupted. Affects many users or is a campus/site wide event; or Critical function or critical system of a university portfolio Division has failed. |
Disruption causes specific activities to fail, with impacts usually contained to specific cohorts, groups or areas; or Performance degradation within a Service or Services hindering critical performance at a division level. |
Disruption hurts individuals, non-critical activities or is contained to a limited area (buildings and floors).
|
|
Breadth of Impact |
Significant number of Customers or multiple Divisions have significantly degraded or impeded performance for critical services; or
Significant Customer is having their usual activities degraded or impeded. e.g.- Any incident that significantly reduces student intake e.g. Any incident that significantly hurts research partnerships and investments
|
Single division within university (e.g. Particular campus, area office) unable to use Services; or Loss of Solitary Point of Service in a customer facing service. e.g. University Services, Student central & IT Service Support |
One Authorized User unable to perform work: or Minor impact on small number of Authorized Users |
|
Brand Damage |
High risk of brand damage/ publicity to any University Division; or Legal, regulatory, contract breach or significant reputation exposure (national media coverage, etc) has occurred. |
Manageable risk of adverse publicity/ brand damage |
Adverse publicity/ brand damage unlikely e.g Feedback and complaints. Individual social media commentary
|
|
Other |
Urgent action is needed during critical operating periods, or resolution is time critical. After Hours support, only for critical Information, Technology and Data incidents.
|
The Operational Unit is using a disaster recovery/contingency capability to provide the relevant Services with no adverse impact to performance. |
Cosmetic issue which does not impact service delivery; or no impact to Deakin Services. |
|
URGENCY |
1 High |
2 Medium |
3 Low |
|
Customer Acceptable Workaround |
There is NO acceptable workaround |
There is an acceptable workaround however it cannot be reasonably sustained; and Recovery of Service/data is possible; and Low impact on university services and no failure to meet the relevant Service Level for resolution of the Incident. |
There is an acceptable workaround which can be reasonably sustained; and No loss of data |
|
Damaging Compromise |
Unauthorised release of sensitive information or high-risk user compromise (VIPs, privileged users, system accounts).
Service Levels or any regulatory requirements applicable to any university division may be breached; or Highly likely to re-occur; or Flow on effect would have High Impact. |
Unauthorised release of business information or regular users have been compromised; or Flow on effect would have Medium Impact |
Acceptable workarounds are available for delivery of the service |
|
Business Continuity |
Business continuity workarounds are not available and are not feasible in the long term. |
Business continuity workarounds are available but not feasible in the long term. |
Business continuity workarounds remain in place so that remediation can occur safely, in the future.
|