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 CodeExamples
1 – Extensive/WidespreadAn incident impacting the entire campus OR An incident that impacts a critical business service
2 – Significant/LargeAn incident impacting multiple departments or buildings
3 – Moderate/LimitedAn incident impacting An incident impacting one or few users

Urgency

Urgency CodeExamples
1 – CriticalAn incident affecting the entire service resulting in the inability to perform/provide the functions of the service
2 – HighAn incident affecting the ability for a user to do work
3 – MediumAn incident does not impact or moderately impacts the ability for a user to do work and/or a workaround exists

Incident Priority Matrix

Incident
Priority Matrix
Impact
Extensive / WidespreadSignificant / LargeModerate / Limited
UrgencyCritical123
High234
Medium344

Incident Service Levels

Titanium

PriorityResponseResolution
P10.05 hours2 hours
P21.5 hours12 hours
P33 hours24 hours (2 Business Days, 6 Hours)
P44.5 hours36 hours (4 Business Days)

Platinum

Gold

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.