![]() The longer that an organization is willing, or can afford, to wait the lower the urgency. This might be providing a service, restoring a service to normal operation, or developing a new product/service and delivering it to the customer. Urgency depends upon the speed in which the business, or customer, would expect or want something. Urgency is not about effect as much as it is about time. ![]() This shared Impact scale will provide a clear and common understanding across all ticketing applications, and will assist in providing consistent and effective prioritizing of tasks. Since the choice of words matter, and all ticketing applications within the ESM system use the same word choice, the following classification have been selected for the Impact scale:
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