#Incident priority matrix servicenow update#

P2 major incidents are worked until completed, including after hours, but if a P2 is discovered after hours the conference call will not be started until the next business day. P2 tickets are considered major if the impact is “multiple groups” or “campus.” Incident Coordinators utilize a priority matrix to determine the appropriate impact and urgency.Īll P1 tickets are considered major incidents.

#Incident priority matrix servicenow update#

Update the ticket with as much information as possible while you are working P1 vs P2 Major Incidents:ĭepending on the impact and urgency, a major incident will be categorized as a P1 or P2.You can also use the worksheet IM - Priorities - Standard. This section provides few examples to help you in defining your priority level. Octopus can derive automatically an incident priority by selecting the impact and urgency of an incident. Do not make any changes or reboot a server without informing the Incident Coordinator The Priority is derived from the Impact and the Urgency, based on the context of an organization.Remember that the only goal is to restore service – do not collect diagnostic information if it will interfere with resolution time.Stay on the phone while working – don’t hang up and then call back in without permission of the Incident Coordinator.Keep your phone on mute unless speaking.Keep the participants updated on the work you are doing.

Be on the call ready to work within 15 minutes of being paged to the call.

Engaging internal and external escalation points as needed Resolvers and Participants on the call are required to:.

Communicating with the affected user communities.

You can sign up for our techstatus email list to be informed of major incidents when they’re reported. When a major incident is identified, immediately call the IT Help Center (61) and ask to speak with an Incident Coordinator to begin the Major Incident process. If it is after hours, leave an emergency message by choosing option 4 to have an on-call Incident Coordinator paged. An Incident Coordinator will run a conference call in which engaged resolvers are required to participate. Major incidents are worked continuously until resolution. A major incident is an incident that impacts more than one client group such that service is interrupted or there is imminent threat of interruption.