To assist IT in allocating resources, requests sent to the LETU Service Desk are assigned a priority. This helps us determine what we should work on first. This priority is assigned based on two factors: Impact and Urgency.
Impact
Impact is the measure of effect of an incident or service request. It is the scope or number of people affected.
1 - Affects Organization
- Affects all or the vast majority of the university population
2 - Affects Department/Multiple Employees or Multiple Students
- Affects a group of students and/or employees
3 - Affects Individual
- Affects a single student or employee
Urgency
Urgency is the importance of an incident or service request and describes how quickly it needs attention
1 - Critical service unavailable / critical service request
- A service that has critical impact to university operations has a problem, and there is no workaround available
- There is significant financial impact to the university
2 - Service unavailable or standard business process request
- Any standard service or business process has a problem, and there is no workaround available
- There is moderate financial impact to the university
3 - Nice to have
- A service or business process has a problem, but there is a workaround available
- Improvements to existing operations
4 - I have a question
- Information is needed about an existing or potential service
Priority
Priority is the importance of an incident or service request. When IT resources are allocated to requests, higher-priority requests will take precedence over lower-priority requests.
1 - Low
- Resources will be allocated as available.
2 - Medium
- Standard priority assigned to most requests under normal operations.
3 - High
- Significant resources will be allocated until the incident is resolved.
4 - Emergency
- All available resources will be allocated until the incident is resolved