What is meant by the Urgency of an Incident?

Question

Options

• Athe degree to which the solution of an incident tolerates delay
• Bthe degree to which the incident gives rise to a deviation from the normal service level
• Cthe time needed by IT Services to resolve the incident
• Dthe relative importance of the incidents when handling them

• A
  81% (22)
• B
  7% (2)
• C
  7% (2)
• D
  4% (1)

Explanation

Urgency refers to how much time can pass before an incident's impact becomes unacceptable - in other words, how much delay the resolution can tolerate (A). A critical system down at midnight may have low urgency if no one needs it until 9am, while a minor glitch during a live sales event has high urgency.

• B describes Impact, not Urgency - impact measures the breadth or severity of the deviation from normal service.
• C describes the actual resolution time, which is an outcome, not a definition of urgency.
• D describes Priority, which is derived from both urgency and impact combined.

Memory tip: Think of Urgency as a countdown clock - "How long can we wait before this gets worse?" If you can wait, urgency is low; if every second counts, urgency is high.

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