How do you prioritize incidents, specifically P1 and P2 incidents?

Question

Accepted Answer

Priority of incident is set based on impact and urgency.

Assess the impact of the incident on the business or customer
Determine the urgency of the incident based on SLA and customer expectations
Assign P1 to incidents with high impact and urgency
Assign P2 to incidents with moderate impact and urgency
Communicate the priority to the customer and stakeholders

Accepted Answer

Setting the priority of an incident, whether it's P1 or P2, depends on your organization's incident management policies. Typically, the priority is determined based on the impact and urgency of the incident. Here's a general guideline:

Priority 1 (P1): Critical incidents that have a severe impact on business operations and require immediate attention. These incidents may cause significant financial loss or pose a threat to life, safety, or data security.
Priority 2 (P2): Important incidents that require prompt attention but may not be as severe as P1 incidents. They can have a significant impact on business operations and may need resolution within a relatively short timeframe.

The specific criteria for categorizing incidents as P1 or P2 should be defined in your organization's incident management policy. Incident severity, potential risks, and the time sensitivity of resolution are some factors to consider when setting the priority. It's essential to have clear guidelines to ensure consistent handling of incidents.

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How do you prioritize incidents, specifically P1 and P2 incidents?

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