Gartner Research

Rethink IT Service Desk Incident Prioritization to Meet Business Expectations

Published: 17 August 2015

ID: G00280141

Analyst(s): Hank Marquis, Chris Matchett

Summary

IT service desk leaders strive to resolve incidents quickly and effectively, but often misallocate resources due to poorly designed incident prioritization schemes. Meeting business expectations requires a more flexible and responsive way of prioritizing incidents.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Adapt Incident Prioritization to Reflect How the Support Organization Will Respond, Not When an Incident Will Be Resolved
    • Recommended Actions
  • Establish Incident Priority by Combining Multiple Impacts With PBA
    • Example Use Case
    • Recommended Actions

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