Incident prioritization

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An agreed prioritization matrix should be used to determine the appropriate timescales and effort applied for response and resolution to identified incidents. The general formula by which to calculate incident priority is: IMPACT + URGENCY = PRIORITY * Impact: Degree … Continued

Request Models

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As many service requests are frequently recurring, predefined request models should be defined that document: * What activities are required to fulfill the request * The roles and responsibilities involved * Target timescales and escalation paths * Other policies or … Continued

Incident Models

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The Service Monitoring and Control Toolkit store.theartofservice.com/the-service-monitoring-and-control-toolkit.html The Service Monitoring and Control Toolkit is designed to observe the health of … Incident Management—the goal ofIncident Management is to restore normal … Incident Models provide a pre-defined set of steps and procedures that should be used to manage … Continued