How does a Managed IT Service Provider triage tickets based on impact and severity?

Impact and severity is used by managed IT service providers to triage, prioritise and categorise service tickets based on the impact and severity of the issue being reported. Generally, an impact and severity chart is used. The chart helps the IT service provider quickly assess the nature of the issue and determine its priority for resolution.

The level of impact and severity is typically determined by considering the number of users and systems affected by the issue. For example, an issue that affects a single user may be classified as having a low impact, while an issue that affects multiple users or systems may be classified as having a high impact.

The severity is also determined based on the criticality of the affected systems and the impact on business operations. For example, a critical system that is down may be classified as having a high severity, while an issue with a minor software application may be classified as having a low severity.

By using an impact and severity chart, managed IT service providers can ensure that critical issues are addressed promptly and effectively, while non-critical issues are handled in a timely manner. This helps minimise downtime and ensure that IT services are delivered efficiently and effectively.

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