Has Change Management changed the Priority matrix?
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03-02-2020 10:58 AM
All,
Has ITIL changed the matrix that calculates Priority in v4? I see in the New York release, OOTB, that the Change form has Priority, Impact and Risk, but no Urgency field. I don't understand how Priority is determined now. Can anyone explain?
Thank you
Mark L
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03-02-2020 11:16 AM
May be this will help:
Please mark my response as correct and helpful if it helped solved your question.
-Thanks
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03-02-2020 11:24 AM
I think out of the box Change has always have Priority field but it's set manually. Impact and Risk are set based on Risk Assessment or Risk Conditions.
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03-02-2020 04:15 PM
Question is, what happened to the Urgency field to help determine Priority? Impact and Urgency always determined Impact before, but now the Urgency field isn't even on the form. Shouldn't Impact reflect the number of users-base for a service or number of users that would be impacted if service was interrupted by an outage?
Please correct my thinking.
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03-02-2020 04:51 PM
Out of the box - Incident & Problem have Urgency/Impact fields to determine Priority. Priority helps determine which tickets require attention first. So I can see your confusing with Change but with Change we have approvals, and maintenance windows that can affect when a Change will be implemented. So setting a Priority of 1, while it will trigger an event, it doesn't drive any deliverable process that I have found.
