ITIL · Question #541
Which of the following correctly states the relationship between urgency, priority and impact?
The correct answer is D. Priority should be based on impact and urgency. In ITIL, priority is not independently assessed but is always derived by combining two inputs - impact and urgency - using a predefined priority matrix.
Question
Which of the following correctly states the relationship between urgency, priority and impact?
Options
- AImpact, priority and urgency are independent of each other
- BUrgency should be based on impact and priority
- CImpact should be based on urgency and priority
- DPriority should be based on impact and urgency
How the community answered
(31 responses)- A3% (1)
- B3% (1)
- C6% (2)
- D87% (27)
Why each option
In ITIL, priority is not independently assessed but is always derived by combining two inputs - impact and urgency - using a predefined priority matrix.
Impact, priority, and urgency are explicitly interrelated in ITIL - priority is a dependent value calculated from impact and urgency, so they are not independent.
Urgency is one of the inputs used to calculate priority, not a value derived from it - reversing this relationship contradicts the ITIL priority model.
Impact is assessed independently based on the breadth and severity of the business effect and is not derived from urgency or priority.
ITIL defines priority as a category used to identify the relative importance of an incident, which must be based on the assessed impact (the effect on the business or number of users affected) and urgency (the speed at which the issue requires resolution). Organizations use a priority matrix that maps combinations of impact and urgency to priority levels, ensuring consistent and objective handling of incidents and service requests.
Concept tested: Priority derived from impact and urgency in ITIL
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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