All TeamDynamix ticketing "apps" utilize the same "Priority" values calculated using a 2 dimensional matrix of "Urgency" and "Impact". Services areas that utilize TeamDynamix should develop and communicate standard response procedures based on calculated Priority. If calculated Priorities need to be overridden, either manually, or programmatically, based on a known characteristic of an issue, project, etc., contact your TeamDynamix service manager for assistance. Urgency and Impact definitions follow the table in this article.
Detailed Information
Urgency/Impact Priority Matrix
| (read across and down to determine priority) |
Urgency |
| |
Low |
Normal |
High |
Critical |
| Impact |
|
|
|
|
| Person |
Low |
Low |
Medium |
Medium |
| Small Group |
Low |
Low |
Medium |
High |
Class/
Department/
Building/
Campus |
Low |
Medium |
High |
Emergency |
Multiple Campuses/
All |
Medium |
High |
Emergency |
Emergency |
Determining Urgency
Urgency depends upon the speed in which the business, or customer, would expect or need something. This might be providing a service, restoring a service to normal operation, or developing a new product/service and delivering it to the customer.
| Urgency |
Characteristics |
| Low |
- Easy alternative solution
- failover in place
- Not (yet) service disrupting
- Damage caused by incident increases only marginally over time
- no financial or reputational risk
|
| Normal |
- mildly complex alternative solution/workaround
- intermittent
- workaround is disruptive or risky
- low financial/reputational risk
|
| High |
- time-sensitive deadline
- complex alternative solution or workaround
- by acting immediately, a major or critical issue can be avoided
- medium financial or reputational risk
|
| Critical |
- customer indicates the issue is an "emergency"
- imminent time-sensitive deadline
- no viable alternative solution or workaround
- high financial or reputational risk
|
Determining Impact
Measure of the effect of a request, incident, problem, or change on business processes. This effect could be positive, such as a return on investment, or customer satisfaction with a service or new feature. Alternatively, it could be negative based upon the degree of damage or cost that results, such as loss of work-hours, service downtime, poor performance, etc. Usually impact is not expressed in absolute terms, instead it is a metric that is subject to interpretation of each organization's business requirements. Impact metrics may include:
- Number of people, departments, campuses, affected
- Amount of lost revenue or incurred costs
- Number of systems/services/elements involved
- Service operating hours
| Impacts |
Characteristics |
| Person |
- Outside of service's operating hours
- Affects only own department's operations
- Affects one Individual
|
| Small Group |
- One location's service degraded
- Development or test service impact in non-critical period
- Few individuals affected (2-10)
|
Class/
Department/
Building |
- Campus-wide service working, but degraded performance or function
- Single location's service completely down during operating hours
- 10 - 250 individuals
|
Campus/
Multiple Campuses/
All |
- Campus/System-wide service down
- Multiple locations' service down completely during operating hours
- Impacts instruction
- >250 individuals
|
Environment
- TeamDynamix Ticketing applications