1. Administration and Finance Incident Prioritization Document

2. 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.

3. 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

4. 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.
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.