Guest user Created: Feb 27, 2020 Last commented: Feb 28, 2020

Determining priority

ITIL & ISO 20000

Should a customer have a say in determining the priority, or is it the help desk who must determine the priority?

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Branimir Valentic Feb 28, 2020

It's SLA that defines priority. But,it's not always the case that users (meaning end-users of the service) are aware of the SLA content. So, they should determnine priority while opening an incident and Service Desk should correct it (according to SLA), if needed.

Here are some more details about prioritization: All about Incident Classification https://advisera.com/20000academy/knowledgebase/incident-classification/

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Feb 27, 2020

Feb 28, 2020

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