PRIORITIZATION INCIDENTS. After a Functional Question, Bug or a Malfunction is approved, the priority will be determined. We distinguish three classifications of approved incidents: ▪ Low impact: the incident has very little impact on working with Xpert Suite, e.g. a workaround is available. The incident doesn’t result in data inconsistency and data integrity, security and privacy are covered. Working on a fix is low prioritised; ▪ Medium impact: the Incident can be fixed by a small modification in the application or the platform. To fix a Bug or Malfunction, usually no functional and/or technical design is made. However, the existing documentation is brought in line with the changes in the SaaS solution Xpert Suite and a brief description is given in the service management application of how the Bug or Malfunction was fixed. High priority fixes are usually taken into production with an intermediate update (hot fix) at night or during the weekend. Other fixes will be part of a regular release and update during a Maintenance window; ▪ High impact: that the incident can only be solved by modifying the Xpert Suite application. In this case, however, the modifications are so extensive that a formal process must be completed, consisting of the following steps: requirements analysis, drawing up functional and technical specifications, building, testing and putting into production. Urgency is associated with time. The time it takes to have the perceived Impact: ▪ Low urgency: o The damage caused by the incident only marginally increases over time; o Work that cannot be completed by staff is not time sensitive; ▪ Medium urgency: o The damage caused by the incident increases considerably over time; o A single user with VIP status is affected; ▪ High urgency: o The damage caused by the incident increases rapidly; o Work that cannot be completed by staff is highly time sensitive; o A minor incident can be prevented from becoming a major incident by acting immediately; o Several users with VIP status are affected. Incidents are dealt with on the basis of priority by using the priority matrix: Urgency Low Medium High Impact Low Priority 3 Priority 3 Priority 2 Medium Priority 3 Priority 2 Priority 1 High Priority 2 Priority 1 Priority 1 This led to three types of priority that can be distinguished:
