5/5/2023 0 Comments Service desk priority matrixThe second point I would like to make is where you start likely won't be where you ultimately end up. What about the edge cases - the "what ifs" - we should cover all conditions right?! Well, I'll repeat - keep it simple to start you can always make it more complex. As I typed the last sentence, I did chuckle a bit - being a fellow engineering mind it seems oxymoronic to want to seek to achieve simplicity. So, the punchline is do yourself a favor and strive for simplicity to add complexity versus the other way around. You can always make it more complex and it's hard to make it less complex after you've implemented. This concept should be applied to the manner you define your impact and urgency matrix. For those of you that are a little rusty on this concept or haven't heard of it the principle focuses on a goal of having simplicity in the design and any unnecessary complexity should be avoided. The first point I would like to make is when embarking on defining your incident processes please remember the KISS principle (Keep it short and simple, Keep it simple stupid). Today we will focus on some examples of the impact urgency matrix and more specifically the thought process of how to best tackle this conversation. While some of you may prefer to chat about the movie the Matrix. The following Blog was written originally Jby Matthew Smith and has been updated Jby Nicholas Rustad.Īs with any Incident Management process definition an important cornerstone that ultimately determines an incidents priority which drives the response and resolution time is an Impact-Urgency matrix.
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