ITIL Incident Management priority matrix

ITIL Incident Management Priority Matrix

April 4, 2022 Wayne 0

Do you have an ITIL incident management priority matrix? Due to Help Desk resource constraints, not all incidents can be worked on simultaneously. For each incident, a ticket is created in a ticketing application such as ServiceNow. The work order of incident tickets will need to be determined. This work order of incident tickets is based on the priority assigned to the incident tickets. In the Help Desk Management book by Wayne Schlicht, we explain […]

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ITIL Incident Management: Managing Technical Chaos

July 12, 2012 Wayne 5

What is ITIL Incident Management? ITIL incident management is a process focused on managing the restoration of an IT service degradation or outage caused by a disrupting event that is not part of the standard operation of the IT service. ITIL Incident Management aims to return normal functionality to the customer quickly while minimizing the impact on the business. Incident Management is also focused on fixing the customer’s issue. The Help Desk is charged with […]