Service Criticality. Client determines Service Criticality. FASS IT provides multiple services to a broad set of clientss and needs a mechanism to gauge their importance in relation to each other. The criticality designation thus helps determine the recovery sequence when outages occur that impact multiple services. If Client has multiple mission critical or business critical services, FASS IT will request that services within these categories be ranked. The prioritization structure defined above is not the same as service criticality as defined here. For example, it is possible to have an incident occur that has a Priority of MINOR for a mission critical service. For example, if the Client has determined that email is a mission critical service and an incident is reported whereby one user cannot access a particular mailbox, that incident will still be treated as a MINOR request with target resolution time of 3 business days. If, however, it is reported that the entire service is unavailable and there is another service entirely unavailable that has a lower service criticality designation, the mission critical service will be brought back into service first. The following describes a structure for determining service categories and corresponding criticality of services for Client: Mission Critical A mission critical service requires continuous availability. Breaks in service are intolerable and immediately and significantly damaging. Availability required at almost any price. Key characteristics of this type of service are: • Generates revenue: customer of client books orders through the service. • External customers are direct users of the services. • Underpins the service the client provides to its customers. The typical impacts of a service outage are: • Inability to conduct business as usual. • Damaging for the Client’s commercial reputation and credibility. • Long-term outage threatens financial harm. An example of a mission critical service are the point-of-sale terminals for the Duck Store.
Service Criticality
