Would like to understand how companies in the Manufacturing business decide priority of an Incident

[Nomaan Memon]

Our instance supports multiple companies each of which has multiple manufacturing and distribution sites.

We determine Priority of an Incident based on a matrix of values in the Impact and Urgency fields.  

Impact contains 3 values: Entire company, Department/Function/Site, Individual.

Urgency contains 3 values including: Critical system, Operational business system, Reporting or non-Critical system.

So the impact of Entire Company and urgency of Critical system would translate to a P1. Likewise, the impact of Department/Function/Site and urgency of Operational Business System would translate to a P3, and so on.

ITIL licensed users can select a combination of impact and urgency to update the priority of an Incident.
However, at times, selecting values in these fields can be tricky to arrive at the appropriate priority i.e. it could be relative.

For instance, what if 40% of sites at a company are impacted, but not all? 
Also, the values in the urgency field such Operational business system vs Non-Critical system/ Reporting system could be relative. A system that some users may consider Operational Business System could be considered as Non-Critical by others. 

Trying to understand how other companies in the Manufacturing business with multiple sites determine the priority of an incident to get some ideas .

Thanks.

[Satishkumar B]

@Nomaan Memon
determining priority can be challenging due to varying interpretations of impact and urgency. To address this, companies often establish clear guidelines and criteria for each impact and urgency level, ensuring consistent assessment across teams. Some organizations also implement automated rules in their application to standardize priority calculations based on predefined matrices, reducing subjectivity and ensuring a uniform approach.

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