Priority Criteria. The “Priority” of an Incident is calculated by evaluating the Service Impact (see Section 5.1) and Urgency of the Incident (see Section 5.2). The Solution is Business Critical], and therefore the Priority is assigned as P1, P2, P3 or P4, in accordance with the Table at Section 5.4.2.
Priority Criteria. Urgency and impact (and thus the priority) may be changed during the life of an incident, only by agreement between the customer and the supplier of the service. This agreement must be recorded in the incident ticket. Incident Status Codes The following status codes are defined: Problem Status Description Open Incident is registered Assigned Incident is classified and is assigned to a Group or Individual Work In Progress The assigned Group or Individual has accepted and is working to address the incident Initial Resolution When the incident has reached a ‘fix’ or workaround solution has been applied that allows the end-user(s) to able to perform their job duties and responsibilities. Pending The incident is waiting on a part to come in, a vendor, a change or the root cause is still being worked on. Resolved A solution or work-around has been implemented for the incident. Closed The solution has been implemented, tested and documented and users are able to perform their job duties and functions, and the end-user(s) have been notified and their agreement obtained. Table 4: Problem Status Target Resolution Policy To provide good control over incident resolution, the overall process is split into sub-components. A target time is applied to each sub-component, as shown below. Critical Medium Key event Priority High Priority Priority Low Priority Incident assignment accepted (TTA) 1 hour 2 hours 4 hours 1 day Initial resolution (TTR) or Resolved 8 hours 2 days 5 days 10 days Incident closed (TTC) 7 days 7 days 5 days 5 days Table 5: Target Timeframe Policy Additionally, Client Support Services Service Desk performance targets are highlighted below. These targets are monitored and managed against on a continual basis in order to help ensure that we are responding as quickly as possible to resolve customer-affecting incidents.
Priority Criteria. The prioritisation of projects must be based on the anticipated contribution respective projects will make towards achieving overall programme outcome and impact.
Priority Criteria. We will work with the Task Force/ Advisory Board to develop criteria as a tool among others to Sequencing a network from the Topeka Bikeways Plan help rank individual projects and segments for priority and compliance with overall network goals. Some of these criteria could include: • Relative cost and benefit • Connectivity to key destinations • Ability to fill gaps in service • Social equity, ability to serve underserved populations • Trail environment and experience • Availability of right-of-way • Neighborhood support • Constructability • Completion of systems like regional trails • Enhancement of major parks Candidate segments would be scored in a planned implementation workshop with the Advisory Board through a process that we use to achieve consensus on relative priorities.
