What is P1 incident. How we can classified it as P1 incident.

[IAmIshan]

Real time scenarios will appreciated.

[Shubham Tipnis]

Hi Ishan,

In simple terms, Priority 1 (P1)  is a complete business down situation or a single critical system down with high financial impact. The client/user is unable to operate.

Real time E.g. Chrome is not opening up on your machine. Its the main or the only browser which you use or have. So your work is stuck. That will be treated as P1 incident. It needs to be resolved immediately and also it has a high impact on your work.

So you can consider such scenarios where a user is unable to proceed with his task/work/business i.e. its a complete blocker as P1 incidents.

Please mark correct/helpful if this helps.

Regards,

Shubham

[HarshithaB]

Can you also provide the solution or action to be taken for p1 incident 

[Shubham Tipnis]

For a P1 incident, the immediate action should be to resolve it as quickly as possible. If resolution isn't achievable right away, a clear and transparent communication with the impacted business owner or team is essential. This conversation should outline the resolution plan, provide an estimated timeline, and suggest steps to mitigate the incident's impact. 🙂

Regards,

Shubham

[John Zhang1]

Priority 1 (Critical business impact) ... Priority 1 Condition – A Priority 1 issue has a crippling effect on customer's business. i.e. production system is down. Key Deliverables – Priority 1 service involves reacting to the customer's emergency situation by immediately providing an appropriate resource.

ServiceNow Priority is based on impact and urgency, and is used to identify required times for actions to be taken. The allocation of a priority code determines how the incident is being taken care of by the tool and the support staff. In ServiceNow, using the fields impact and urgency is optional to obtain a priority.

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Define priority lookup rules