Administration and Finance Incident Prioritization Document

Administration and Finance Incident Prioritization URGENCY/ IMPACT High There is a service outage with broad impact to the Secretariat, across one or more Services that are not functioning, or whole agencies are impacted, or an agency specific critical severity (outage) has occurred causing a complete service outage (as opposed to for example, a performance degradation). . Medium There is impact to a portion of an agency or office, with one or more services*, either not functioning or seriously degraded. *Also may apply if one or more very high profile parties are impacted. Low Impact is to an individual or workgroup or the service impacted is not of a mission critical nature. Immediate action is required to restore service or prevent failure of a service. No work around exists. Priority 1 Priority 2 Priority 3 A service outage has occurred and there is a work around but service has still degraded or work around performance is not sufficient for continued performance satisfaction. Or service has not failed but has the potential to do so. Priority 4 and a work around exists and/or the remediation or/and procurement is in process.

Administration and Finance Incident Prioritization Urgency/ Impact  High Medium Low Priority 1 Priority 2 Priority 3 Priority 4 Urgency High This level should be reserved for incidents that have immediate or expected impact and those impacts affect highly rated services or CIs. High urgency should be chosen if there is no tolerance for downtime. Medium This level should be used when an incident should be considered a priority but will not have impending major impact to a highly critical service or CIs. Medium tells Incident Management that this incident is causing discomfort or impact and should be reviewed as time allows. Low This level should be used when incident is not causing impact and/or can be fixed in the normal workload process. Low urgency should be used on the majority of low impact or low criticality incidents and the user should have an expectation that the incident will be resolved in a reasonable amount of time. Impact High Impact High classification should be reserved for complete loss of critically rated CI’s or service functionality impacting internal/external users/customers during business hours when the incident has critical impact to health, public safety or vital administrative services, Commonwealth, Secretariat or Agency reputation or external auditing (federal agency, data or legal) and does not have a work-around available. Medium Impact Medium classification is used for incidents with extensive customer impact (internal or external). Impact Medium is the minimum classification used for any outage with multi-user impact (current or expected) related to a service or CI. Low Impact Low should be used for Single user incidents, Incident with minimal or no impact. Priority 5 should be used for Service requests. Managed via Critical Incident Process Managed via Non-Critical Incident Process Managed via Service Request Process

Administration and Finance Incident Prioritization URGENCY/ IMPACT High There is a service outage with broad impact to the Secretariat, across one or more Services that are not functioning, or whole agencies are impacted, or an agency specific critical severity (outage) has occurred causing a complete service outage (as opposed to for example, a performance degradation). . Medium There is impact to a portion of an agency or office, with one or more services*, either not functioning or seriously degraded. *Also may apply if one or more very high profile parties are impacted. Low Impact is to an individual or workgroup or the service impacted is not of a mission critical nature. Immediate action is required to restore service or prevent failure of a service. No work around exists. Priority 1 Agency Network is down. Facility Power Failure. Firewall Failure. Priority 2 Ip Subnet or Segment down. Agency critical applications down or poor response time. Critical web application down. Governors network down. Priority 3 Isolated non-critical agency applications. Unable to open document. A service outage has occurred and there is a work around but service has still degraded or work around performance is not sufficient for continued performance satisfaction. Or service has not failed but has the potential to do so. WAN Primary circuit down and backup link operational. Primary server down and up on backup server or 1 node of a cluster down. e-mail node down affecting some users. Non-critical application with performance issues. A switch is down in a local environment. Isolated problem. Patch deployed to a small group of users impacting access to an application. Priority 4 Keyboard broken Cellular card not working for mobile users. and a work around exists and/or the remediation or/and procurement is in process. Backup server is operational and handling the load. Performance is fine. Phone system is down but calls processed on a redundant node. Printer failure but can print to another printer in the area. Switch port down but can use another one. Need to order Visio. Memory order needed.