ServiceNow Incident: Determine the Impact, Urgency, and Priority of an Incident
This article gives specific definitions for the impact, urgency, and priority of an incident when working with users.
*When supporting a Key Stakeholder (the caller field is highlighted yellow and uses red text; a flag that says KEY is next to the caller field), follow the impact and urgency protocol found in Key Stakeholder Support Process.
The business impact of an incident is measured by how large the interruption is to the business area(s).
1-Extensive/Widespread: University of Minnesota issue of a service, all users impacted
2-Significant/Large: Department(s) and Location(s) impacted, or a significant service is unavailable to the public
3-Moderate/Limited: Low business impact, may be single or multi-user issue where the service is not significant
4-Minor/Localized: Single-user business impact, general break/fix issue with no or little business impact
The business urgency of an incident is measured by how quickly the incident needs to be resolved.
1-Critical: The business area cannot provide a critical service to the public
2-High: The business area cannot provide a non-critical service to the public, single-user cannot perform a critical job function
3-Medium: Single-user cannot complete a job function
4-Low: No urgency/impact to business services, single-user “how to” or related to a service request.