"Day in the Life" Demonstration

IT Help Desk Administrator

<< 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 >>

Step 3: Define Severity Levels

A Severity Level is an urgency rating given to each service request and is based on the number of customers impacted by this incident. It is used to set the priorities with which service requests are managed. As an option, respond and resolve times (Service Level Agreements) can be associated with each Severity Level.

Many reports show the current status of requests relative to when they should be resolved based upon the Severity Level. Also, escalation notifications are based on the times set for each Severity Level. Even if respond and resolve times are not announced to your customers but are simply used to set goals for the Help Desk and other Service Groups, they will dramatically improve the quality and level of service that you provide to your organization.

We also recommend that you set one of your Severity Levels as a default. This should be the Severity Level that is the most common. When a new service request is created, the Severity Level will already be set, saving the help desk time.

<< 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 >>