![]() Labelling the field as something that the end user better understands, instead of plain old ‘impact’ and ‘urgency’, is also helpful. You can also provide example situations to help them make relevant choices. The urgency field is likely to always be problematic, but it would be useful to add help text, or a tooltip, right next to the impact field to help the end user choose the most relevant option. So, if you’re going to ask end users to state the impact and urgency of their issue, configure or customize the capture form to make things easier for the end user and the service desk alike. Let end users know what these fancy words actually mean - end users are never going to have heard of ITIL, let alone be ITIL certified. But if this approach is used, why ask the end user their opinion at all? All it does is poorly manage end-user expectations. One way to address this is for most expected issues, and the affected service(s), to have a standard priority that overrides what the end user states. But an office printer issue (unless the printer’s on fire) is rarely going to be a high priority! How do we solve this? So the service desk receives lots of relatively simple tickets logged as high priority. It really doesn’t make a difference to me, the end user, and I’m unlikely to think of my issue in the context of all the other, more important issues the service desk will be dealing with. Whether it’s priority, impact, or urgency - it doesn’t matter - I’m going to choose the options I feel will get my issue resolved as quickly as possible. If I’m an end user and I need my issue fixed ASAP, then I’m likely to go with this: It sounds like a solid plan, doesn’t it?īut are end users best positioned to determine the priority with which their issue should be resolved? The downside of letting end users influence the priority of tickets And the higher the impact and urgency, the higher the priority. Through this, the service desk hopes to accurately determine the priority of the incident tickets - usually through their priority matrix. ![]() In fact, impact and urgency can be commonly seen on self-service end-user submission forms (within service desk tools) these days. Many, if not most, of the service desks I’ve worked with don’t let end users choose the priority of the incident ticket while they log their issue, but they do trust the end user to select the impact and urgency. Having fewer IT failures that cause high-priority incidents is the obvious (and flippant) answer, but seriously - how can we alter end-user behaviour to make the lives of service desk agents a little easier? What can end users influence? So how can service desks help themselves by reducing the number of high-priority tickets in their queues - allowing them to focus attention on the real priorities? But end users don’t care about this - if they have an IT issue to report, they usually perceive it as high priority. A priority matrix is a useful tool which lets service desk agents assign priority to incident tickets based on their impact and urgency. As per ITIL, priority is a factor of impact and urgency, which means that the priority of an incident is determined both by the effect it has on business and the time available for repair (or avoidance) before the incident’s impact is felt by the business.
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