IT Services provides both a break/fix service referred to as incidents for example “my PC is broken”, and a request service (SR) for example “I need a PC for a new member of staff”. The matrix below relates to incidents and requests and takes into account Impact and Urgency of the incident or request to give it a relevant priority, and this is detailed below.
Both Urgency and Impact will determine the Response Level and a priority for the ticket will be calculated automatically which again determines the response and resolution time. The impact an analyst chooses depends on the situation, the urgency will be determined with the customer and common sense needs to be applied.
Failure of any IT services that will have an immediate and severe impact on QMUL business operations in terms of political / financial / corporate image or accreditation status
Failure of a major business application or the loss of all IT services to a large numbers of Users causing significant impact to the QMUL business and its political, financial or corporate image.
Failure that is limited in scope in terms of the number of Users affected or its impact to the on-going business of QMUL. Some form of temporary operational workaround may also be available.
Failure for a single or small of group of Users where they can still continue working with some limited inconvenience and have a suitable temporary workaround. No immediate impact to the QMUL business or its political, financial or corporate image.
Assigned to incidents involving AV failures that directly disrupt teaching activities.
No Service Level Target in place - resolution times will be agreed on a case by case basis.
Service Request which needs to be delivered within 1 hour.
Service Request which needs to be delivered within 8 hours.
Service Request which needs to be delivered within 2 business days.
Service Request which needs to be delivered within 3 business days.
Service Request which needs to be delivered within 5 business days.
Service Request which needs to be delivered within 10 business days.
Service Request which needs to be delivered within 20 business days.
Computer Lab (based upon critical times of use i.e. Exam, Teaching)