General Guidelines
- All incidents must be logged, categorized, and prioritized using the service management tool for Emory University.
- Incidents will be handled by the agreed upon goal as stated in an SLA and/or OLA as defined by each organization and/or department.
- All incidents shall be reported, managed, and resolved through Emory University’s Incident Management processes.
- The Incident Management processes will cover the entire lifecycle of any type of incidents that require the use of services provided by IT.
Incident Prioritization
Prioritization codes will be determined for all incidents handled with Emory University's service management tool. In order to identify the correct priority allocation code, the matrix described below should be used. The Impact and Urgency tables below provide definitions of the terms used in the priority matrix.
Impact
| Impact Code | Examples |
|---|
| 1 – Extensive/Widespread | An incident impacting the entire campus OR An incident that impacts a critical business service |
| 2 – Significant/Large | An incident impacting multiple departments or buildings |
| 3 – Moderate/Limited | An incident impacting An incident impacting one or few users |
Urgency
| Urgency Code | Examples |
|---|
| 1 – Critical | An incident affecting the entire service resulting in the inability to perform/provide the functions of the service |
| 2 – High | An incident affecting the ability for a user to do work |
| 3 – Medium | An incident does not impact or moderately impacts the ability for a user to do work and/or a workaround exists |
Incident Priority Matrix
| IncidentPriority Matrix | Impact |
|---|
| Extensive / Widespread | Significant / Large | Moderate / Limited |
|---|
| Urgency | Critical | 1 | 2 | 3 |
| High | 2 | 3 | 4 |
| Medium | 3 | 4 | 4 |
Incident Service Levels
Platinum
| Priority | Response | Resolution | Schedule |
|---|
| P1 | 1 hours | 2 hours | 24/7/365 |
| P2 | 3 hours | 12 hours | 24/7/365 |
| P3 | 6 hours | 24 hours | 8-5 (M-F), excluding holidays |
| P4 | 9 hours | 36 hours | 8-5 (M-F), excluding holidays |
Gold
| Priority | Response | Resolution | Schedule |
|---|
| P1 | 1 hours | 8 hours | 24/7/365 |
| P2 | 6 hours | 48 hours | 24/7/365 |
| P3 | 12 hours | 96 hours | 8-5 (M-F), excluding holidays |
| P4 | 18 hours | 384 hours | 8-5 (M-F), excluding holidays |
Default
| Priority | Response | Resolution | Schedule |
|---|
| P1 | 1 hours | 8 hours | 8-5 (M-F), excluding holidays |
| P2 | 6 hours | 48 hours | 8-5 (M-F), excluding holidays |
| P3 | 12 hours | 96 hours | 8-5 (M-F), excluding holidays |
| P4 | 18 hours | 384 hours | 8-5 (M-F), excluding holidays |
SLA Notifications
- 50% - Assigned to
- 75% - Assigned to
- Breach - Assigned to and Assignment Group Manager
Performance Management
Violation to the Incident Management guidelines can result in one or more of the following measures:
- Email Notification Warning: An email warning from the service manager/process owner from the relevant organization/department/division. The necessary coaching will take place in educating the user regarding the incident management process.
- Verbal Warning: A verbal notification to the violator's supervisor informing them of their non-compliance with the process. The necessary coaching will take place in educating the user regarding the incident management process.
- Written Warning: A written notification to the violator, their manager, and divisional director. This person will be required to attend a face-to-face training session to be educated on the incident management process.
