It is customary that Priority of issues
has four to five levels. It is most commonly marked with the numbers 1-4 or 1-5,
where "1" is the highest and "4/5" is the lowest priority.
PRIORITY = IMPACT X URGENCY .
Below is how the ITIL priority matrix looks like:
·
Impact - Is defined by the criticality of downtime is
for the business. Usually measured by the number of users affected. For e.g.: If
one or more application/ services are down.
·
Urgency - it is usually defined in SLA for the
specific IT service. If more than one service is impacted, parameters for the
higher urgency service will be taken into account.
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