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GUIDE STATUS: 
Status
colourYellow
titleIN REVIEW
 
LAST UPDATED: 10/31/2019 by Alexander Braxton Awest

 

⚠️ Chart is currently being verified by Client Services. Updates may happen soon.

Impact is a measure of the effect of an Incident on business processes. Impact is based on how service levels will be affected and the number of end users affected.  Usually the ticket creator (Caller or the Help Desk) sets initial impact.  Any assignee can adjust the impact of an incident as insight into the issue grows.
LevelMeaningCondition
1Campus-Wide
  • Campus-wide service down
  • Multiple locations’ service completely down during operating hours
  • Impacts instruction
  • >250 individuals
2Multiple Groups
  • Campus-wide service working, but degraded performance or function
  • Single location’s service completely down during operating hours
  • 10 - 250 individuals
3Single Group
  • Single location’s service degraded
  • Development or test service impact in noncritical period
  • Single/few users affected
  • 2 - 10 individuals
4Individual
  • Outside of service’s operating hours
  • Effects only IT Services operations
  • Single individual