Incidents are assigned priority based on the ITS Criticality Matrix: ITS Criticality Matrix IMPACT IMPACT IMPACT URGENCY Scope Visibility/Reputation Operations Large group of Visible outside the Interferes with Enterprise Emergency people OR a VIP College/University and/or business functions Resolution is will affect the reputation of (Campus or System Wide needed the College/University and Impact) immediately or the System 4 Points 4 Points 4 Points 6 Points Medium group of Visible within the Interferes with Department High people College/University/System business functions Resolution is and/or may affect the (Department or Building needed in hours reputation of the Wide Impact) College/University/System 3 Points 3 Points 3 Points 4 Points Small group of Visible within a Department Individual with NO Normal people or Area and/or will affect Workaround Resolution is the Department or needed in days, Area’s reputation not hours 2 Points 2 Points 2 points 2 Points A single person Visible within a small group Individual with Low or may affect a Department Workaround Resolution can be or Area’s reputation postponed with little to no impact 1 Point 1 Point 1 Point 1 Point Processes Service Measurement Reporting At the customer’s request, Minnesota State Enterprise Network Services will provide reporting on support metrics. Incident Management and Request Fulfillment System office personnel will follow formal incident management and request fulfillment processes as outlined in the site on IT Connect.
Incidents are assigned priority based on the ITS Criticality Matrix: ITS Criticality Matrix IMPACT IMPACT IMPACT URGENCY Scope Visibility/Reputation Operations Large group of people OR a VIP 4 Points Visible outside the College/University and/or will affect the reputation of the College/University and or the System 4 Points Interferes with Enterprise business functions (Campus or System Wide Impact) 4 Points Emergency Resolution is needed immediately 6 Points Medium group of people 3 Points Visible within the College/University/System and/or may affect the reputation of the College/University/System 3 Points Interferes with Department business functions (Department or Building Wide Impact) 3 Points High Resolution is needed in hours 4 Points Small group of people 2 Points Visible within a Department or Area and/or will affect the Department or Area’s reputation 2 Points Individual with NO Workaround 2 points Normal Resolution is needed in days, not hours 2 Points A single person 1 Point Visible within a small group or may affect a Department or Area’s reputation 1 Point Individual with Workaround 1 Point Low Resolution can be postponed with little to no impact 1 Point Processes Service Measurement Reporting At the customer’s request, Minnesota State Enterprise Network Services will provide reporting on support metrics. Incident Management and Request Fulfillment System office personnel will follow formal incident management and request fulfillment processes as outlined in the site on IT Connect.
enterprise_network_services_sla.docx