When it comes to high urgency incidents, the ITIL framework first offers a priority matrix that incident managers can use to prioritize the incident. Because Incidents and Requests typically require different priorities, each uses its own Matrix. ![]() 9, 6.1, ITIL Process Requirements - Section 6.1 (All Requirements Listed in. Priority Matrixes are organized by Priority Groups so that they can be applied to Services. Standard: Standard Priority Matrixes for Incident and Request.35, 32, ITIL recommends basing the priority matrix on impact and urgency.
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