Considering impact and urgency offers your company a clearer understanding of what is more important when it comes to a change: a request or an incident. Priority is the intersection of impact and urgency. Common scales used in defining urgency are critical, major, medium, and minor. Like impact, urgency scales depend on your business context, needs, and risks. For example, a VIP’s request or outage to a cloud service covering a whole region would require shorter response and resolution times because it is a more urgent issue. Anything that significantly affects your business from an operational, compliance, or financial perspective is generally more pressing than impacts on other perspectives. The longer that your company is willing to wait or can afford to be delayed, the lower your urgency. That might be restoring service to normal operation, or developing, deploying, and delivering a new or updated service or product. A function of time, urgency depends on the speed at which the business or the customer would expect or want something. Urgency is not about effect as much as it is about time. Clear, common understanding of the impact scale is the first step in effective prioritizing. Remember that words matter: all involved parties must share the same understanding of the scales you use.
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