differences of Impact, Urgency and Priority in Incident Form

Hi all, I know this is a silly question but can someone clearly define the differences between Impact, Urgency and Priority in Incident Form and how do you actually use them? (i.e. can there an Incident with Urgency = Critical but have Priority = Low?) TIA.

Re: differences of Impact, Urgency and Priority in Incident Form

Impact and the urgency defines the priority Combination of this defines the priority Hope this helps Thanks Regards Saravanan Palaniappan ITSM To teach and to learn, to laugh and make others laugh. This is my purpose. Any day I don't do this was not worth the time it took to get through it.

Re: differences of Impact, Urgency and Priority in Incident Form

Hi Elinore, Impact tells you how much your system/application is affected by the incident. Urgency tells you how quickly it should be solved. Priority combines these 2, to tell you in which order tickets should be tackled. HTH -Murtuza. -Original Message- From: Action Request System

Re: differences of Impact, Urgency and Priority in Incident Form

As truely mentioned by one of our friends, Impact states 'Business impact' of the incident. Urgency is 'how much urgent this issue is, from requester's perspective'. Priority is combined factor of these two. As per ITIL process, impact and urgency decides the priority. Theres a matrix between

Re: differences of Impact, Urgency and Priority in Incident Form

Elinore, You've gotten some good response which is that Impact + Urgency = Priority. Here's some examples that I cut/pasted from a presentation I have that shows possible definations for the different values. The example below is geared towards incidents. Impact Impact Definition