Symantec SERVICEDESK 7.0 MR2, Implementation Manual

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Table 9-4
How the incident priority is calculated
Calculated priority Impact Urgency
Low Single User No Immediate Urgency
Normal Entire Team or Group No Immediate Urgency
High Entire Department No Immediate Urgency
Low Unsure No Immediate Urgency
Normal Single User Preventing Some
Non-Urgent Work
High Entire Team or Group Preventing Some
Non-Urgent Work
High Entire Department Preventing Some
Non-Urgent Work
Normal Unsure Preventing Some
Non-Urgent Work
High Single User Blocking Critical Business
Urgent Entire Team or Group Blocking Critical Business
Urgent Entire Department Blocking Critical Business
High Unsure Blocking Critical Business
About the Service Level Agreement and Operating
Level Agreement
A Service Level Agreement (SLA) is a contract between an organization and its
service provider, which sets the expectations and requirements for service delivery.
The SLA can be between an external customer and your customer support team
or between your organization’s employees and your IT department. The SLA
formally defines the agreed-upon services, priorities, and responsibilities that
are required to support the customers and users.
An Operating Level Agreement (OLA) defines how departments work together to
meet the requirements that are documented in an SLA. The OLA describes the
responsibilities of each internal support group toward other support groups,
including the process and the time frame for delivering their services. The OLA
helps ensure that the activities of the multiple support teams are aligned to provide
the contracted service.
Configuring the ServiceDesk application
About the Service Level Agreement and Operating Level Agreement
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