![]() ![]() The damage to the reputation of the business is likely to be moderate.The financial impact of the Incident is (for example) likely to exceed $1,000 but will not be more than $10,000.A moderate number of customers are affected and/or inconvenienced in some way.A moderate number of staff are affected and/or not able to do their job properly.The damage to the reputation of the business is likely to be high.The financial impact of the Incident is (for example) likely to exceed $10,000.A large number of customers are affected and/or acutely disadvantaged in some way.A large number of staff are affected and/or not able to do their job.To determine the Incident's impact, choose the highest relevant category: The definitions must suit the type of organization, so the following table is only an example: This section establishes categories of impact. Work that cannot be completed by staff is not time sensitive.The damage caused by the Incident only marginally increases over time.A single user with VIP status is affected.The damage caused by the Incident increases considerably over time.Several users with VIP status are affected.A minor Incident can be prevented from becoming a major Incident by acting immediately.Work that cannot be completed by staff is highly time sensitive.The damage caused by the Incident increases rapidly.To determine the Incident's urgency, choose the highest relevant category: This section establishes categories of urgency. Since Incident Management escalation rules are usually based on priorities, assigning the correct priority to an Incident is essential for triggering appropriate 'Incident escalations'. The Incident Prioritization Guideline describes the rules for assigning 'priorities to Incidents', including the definition of what constitutes a 'Major Incident'. ITIL Incident Prioritization Guideline (view full size) ![]()
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