is there any separate process to resolve P1,P2,P3,P4 according to their priority??

hibye
Giga Contributor

‎09-11-2017 08:35 AM

is there any separate process to resolve P1,P2,P3,P4 according to their priority??

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bernyalvarado
Mega Sage

‎09-11-2017 08:47 AM

Hi Shabbir,



The processes of how to handle incidents by their priority will be specific to the business process of each organization. ServiceNow OOB does not have a different process to resolve these but is flexible to be customized according to your organization's needs.



Thanks,


Berny


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Dave Smith1
ServiceNow Employee
ServiceNow Employee

‎09-11-2017 09:57 AM

Pretty much what Berny mentioned.



Some organisations classify P1s as "Major Incidents" so have a separate process outside of the normal approach to deal with it, given there's high urgency/cost/impact etc.   I've worked with some customers that classified P1 and P2 as "major incidents" that invoked their "Major Incident Procedure" and had a different SLA, different stakeholders, etc.



Really this is not a SN question but a Service Management question that should be asked of your organisation: do you treat P1/P2 differently from P3/4, and if so - how and why?


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