Please reference the following guide for selecting an appropriate Impact and Urgency on the Incident form.
| Impact |
Description |
| Low |
- A minimal number of staff are affected and/or able to deliver an acceptable service but this requires extra effort.
- A minimal number of customers are affected and/or inconvenienced but not in a significant way.
- The financial impact of the Incident is (for example) likely to be less than $1,000.
- The damage to the reputation of the business is likely to be minimal.
|
| Medium |
- A moderate number of staff are affected and/or not able to do their job properly.
- A moderate number of customers are affected and/or inconvenienced in some way.
- The financial impact of the Incident is (for example) likely to exceed $1,000 but will not be more than $10,000.
- The damage to the reputation of the business is likely to be moderate.
|
| High |
- A large number of staff are affected and/or not able to do their job.
- A large number of customers are affected and/or acutely disadvantaged in some way.
- The financial impact of the Incident is (for example) likely to exceed $10,000.
- The damage to the reputation of the business is likely to be high.
- Someone has been injured.
|
| Urgency |
Description |
| Low |
- The damage caused by the Incident only marginally increases over time.
- Work that cannot be completed by staff is not time sensitive.
|
| Medium |
- The damage caused by the Incident increases considerably over time.
- A single user with VIP status is affected.
|
| High |
- The damage caused by the Incident increases rapidly.
- Work that cannot be completed by staff is highly time sensitive.
- A minor Incident can be prevented from becoming a major Incident by acting immediately.
- Several users with VIP status are affected.
|
Priority for
Impact x Urgency
|
Impact
|
| 1 - High |
2 - Medium |
3 - Low |
Urgency
|
1 - High |
1 - Critical |
2 - High |
3 - Moderate |
| 2 - Medium |
2 - High |
3 - Moderate |
4 - Low |
| 3 - Low |
3 - Moderate |
4 - Low |
5 - Planning |
Kempter, Stefan. Checklist Incident Priority. AXELOS Limited. Web. 12 Aug. 2015. http://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Priority