![]() ![]() They can help you define what makes a request urgent or what determines the impact of a certain request.Ĭreate a document in your linked Confluence knowledge base that captures these decisions. Include stakeholders from your vendors and other subject matter experts. Consensus empowers your team that their categorizations are correct and accurate. Aim to define and educate team members about how to assign impact and urgency to a request. We recommend you define what these terms mean to your team and document them in your knowledge base. Priority and urgency mean different things to different teams. Define impact and urgency values in your knowledge base Then, it discusses using these decisions to automate how priority calculation with these fields.Īt the end, you should know a bit more about automation and how it can help you remove all sorts of manual processes. Automation frees up your agents' time and makes your service desk more efficient. Some IT teams use an impact-urgency matrix to determine the priority of an issue. This page walks through an example for defining and documenting this matrix. Calculating the correct priority helps put requests into the correct SLA. ![]() And, they spend more time resolving IT service tasks. Your team spends less time triaging and prioritizing requests. Removing manual processes gives time back to your team. IT teams can set up their service desk to calculate a request's priority automatically. Jira Service Desk comes with some powerful automation tools. ![]()
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