Incident Process Guidelines

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 multiple users or a department
4 – Minor/Localized	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 that moderately affects the ability for a user to do work and/or a workaround exists
4 – Low	An incident that does not impede the ability to do work or provide service functions

Incident Priority Matrix

Incident Priority Matrix		Impact
Incident Priority Matrix		Extensive / Widespread	Significant / Large	Moderate / Limited	Minor / Localized
Urgency	Critical	1	1	2	3
	High	2	2	3	4
	Medium	3	3	4	4
	Low	4	4	4	5

Incident Service Levels

Titanium

Priority	Response	Resolution
P1	0.05 hours	2 hours
P2	1.5 hours	12 hours
P3	3 hours	24 hours (2 Business Days, 6 Hours)
P4	4.5 hours	36 hours (4 Business Days)
P5	9 hours	72 hours (8 Business Days)

Platinum

Priority	Response	Resolution
P1	1 hour	4 hours
P2	3 hours	24 hours
P3	6 hours	48 hours (5 Business Days, 3 Hours)
P4	9 hours	72 hours (8 Business Days)
P5	18 hours	114 hours (16 Business Days)

Gold

Priority	Response	Resolution
P1	1 hour	8 hours
P2	6 hours	48 hours
P3	12 hours	96 hours (10 Business Days, 6 Hours)
P4	18 hours	144 hours (16 Business Days)
P5	36 hours	288 hours (32 Business Days)

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.