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IT Service Management and Systems Audit

Which of the following is an appropriate way to decide the priority for handling incidents?

  1. ATo be fair, incidents are handled in the order they are received regardless of their content, and the order is never changed
  2. BPriority is decided by combining the size of the effect on the business (impact) and how pressing it is to resolve (urgency)
  3. CThe higher the job title of the reporting user, the larger the effect on the business is assumed to be, and incidents are handled in that order
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Answer: B. Priority is decided by combining the size of the effect on the business (impact) and how pressing it is to resolve (urgency)

In incident management, a priority is set for each incident to decide the order of handling and the resources assigned, so that the effect on the business is kept as small as possible with limited staff. Priority is usually decided by combining the scope of the users and business affected (impact) with how quickly the incident must be resolved (urgency). Deciding by order of receipt or by the reporter's job title risks delaying the handling of failures that affect many users.

  • A. If an incident with a large impact arrives later, its handling is delayed.
  • B. Correct. Priority is decided by the combination of impact and urgency.
  • C. The reporter's job title does not indicate the size of the effect on the business or the urgency.
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