Guest user Created: Dec 31, 2015 Last commented: Dec 31, 2015

Incident Management - setting up resolution time

ITIL & ISO 20000

I want to fix resolution time in my incident process. I´ll use priority before defining time but I find difficulties to determine time for each priority. We work 8h, 5 days a week.

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Branimir Valentic Dec 31, 2015

Your time related to priority level has to be agreed with your customer. Use priority matrix (see the article "All About Incident Classification" https://advisera.com/20000academy/knowledgebase/incident-classification/) and include definition of different type of incidents which belong to different priority levels in your SLA (to be clear which type of incidents belong to which priority level).
If you use a tool, insert priority levels inside your tool and connect them to SLA.

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Dec 31, 2015

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