Thanks @carlasoukup that's really comprehensive - I'll be sharing that with our Incident Management leads. FYI, this is ours in University Hospitals Plymouth, with a 90% SLA Target:
Prioritisation & SLAs
- Incident Priority is a calculated score based on selecting its Impact and Urgency
- Impact and Urgency can be scored 1 – High, 2 – Medium, 3 – Low.
- The system defaults to Impact & Urgency of 3 – Low.
Priority matrix
The following shows the priority score based on the Impact and Urgency selected.
Each incident should be prioritised based on the individual circumstances, but to provide a consistent prioritisation principle:
- Impact is based on the potential impact that an unresolved issue has on the ability of the organisation to effectively carry on its activities or deliver its services.
- This will be automatically selected based on the selected system support priority (Business Criticality)
- I.e., P1 system is High Impact, P2 system is Medium Impact, P3 system is Low Impact
- You may separately increase or decrease the Impact based on a review of the effect the incident has on the organisation, e.g.
- Patient care or patient flow affected.
- The location, inc. Emergency Department, ICU, etc.
- Escalation
- Urgency is based on the time that is considered appropriate to resolve an issue of a given impact.
- 1 - High: System unavailable, affects an entire service, affecting multiple staff (whole Trust, entire departments, or areas), resulting in the inability to perform/provide the functions of the service. Patient care affected. No workaround is available.
- 2 - Medium: Affects a user's ability to perform a function that is critical to their role and standard business operations.
- 3 - Low: Moderately affects a user's ability to perform functions as a part of their role non-time critical issue.
- This will be automatically selected based on the selected system support priority (Business Criticality)
When creating a new Incident, the IMPACT field (if left empty) will automatically default to Low, Medium or High (based on the service business criticality) when the Incident is submitted or saved.
SLA Targets
SLA Targets are based on the incident priority with targets for initially responding to an Incident, and for resolving the Incident.
Response and resolution targets for each priority are detailed below.
Priority | Response target | Resolution target |
Priority 1 | 2.5 hours | 4.5 hours |
Priority 2 | 4.5 hours | 9 hours |
Priority 3 | 4.5 hours | 7 working days |
Priority 4 | 9 hours | 30 working days |
Priority 5 | 1 day | 99 working days |
@Chris Mildren Thanks for sharing! Ours is similar, but a few changes we made were dropping the planning and we use the Major Incident Management for Command Centers without SLA since it is 'as soon as possible.'
Would you mind sharing some examples of incidents that you would have fall under P5 - Planning? Also, how does operations respond/work with the 30 day and 99 day SLAs? Do you have many escalations for them, or are the just used to it?
Thanks again!
