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Change priority

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Guest user Created:   Feb 13, 2019 Last commented:   Feb 13, 2019

Change priority

We had a change in the environment which was planned off hours. After the change the router was rebooted and did not come back online. We had a tech drive into the site to reboot the router, this was all done within the change window and outside production (no operational impact) hours. The client insists for a priority 2, does it qualify for a priority 2 if issue is rectified without production impact?
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ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

Expert
Branimir Valentic Feb 13, 2019

Answer:
Priority 2 seems pretty high. But I don't know your SLY with the client. Change, as well as incident/problem, priorities should be described in the SLA in order to avoid such situation. If it is not done yet (from your question I assume - it's not) then I would suggest you do it. One of the purposes of the SLA is to clarify "rules of the game".

These articles can help you:
"Three key elements of assessment and evaluation of changes according to ITIL" https://advisera.com/20000academy/blog/2015/06/30/three-key-elements-of-assessment-and-evaluation-of-changes-according-to-itil/
"What’s the content of an ITIL/ISO 20000 SLA?" https://advisera.com/20000academy/blog/2016/06/14/whats-the-content-of-an-itiliso-20000-sla/
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Feb 13, 2019

Feb 13, 2019

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