#int - Priority Decision Matrix & Common Terms

Common Terms

Terms	Definition
Services	Something you need in order to fulfill your role e.g. an email address, a computer, a printer, etc.
Service Request	An individual needs something they don't have yet
Incident	When an unplanned interruption of an existing service occurs. Incidents are assigned values and a time to first response and resolution
Problem	Multiple reported occurrences of a related incident (e.g. multiple users contact IT reporting that they can't connect to Banner)
Help	A user asks for information or assistance. Requests for help might become a service request or an incident ticket
Impact	The measure of the effect of an incident or problem
Urgency	The measure of the criticality of an incident or problem
PAC	The President's Administrative Counsel (PAC) consists of the Provost, Vice Presidents, and their direct reports - usually Deans and Senior Directors

Priority Decision Matrix

Scope of Impact

High	Campus-wide service is down (service outage) Service is affected in multiple locations
Medium	Localized impact to a department or smaller section of campus Campus-wide service working, but degraded (service disruption) Single location service is down during operational hours
Low	Individual impact - isolated to a single person

Degree of Urgency

High Urgency	Medium Urgency	Low Urgency
Immediate attention required Mission-critical work can't be completed (instruction, admissions, registration, enrollment, security, safety) No workarounds are available May affect life safety High financial/reputational risk or implications Client is on the PAC, a VP, or from the President's Office	Complex alternative solution or workaround required Easy solution or workaround is incomplete/inefficient Intermittent issue Medium to Low financial/reputational risk or implications Is the client a PAC member, a VP, or from the President's Office? Default to High Urgency	Easy/quick workaround Failover in place Does not currently disrupt service No financial/reputational risk or implications Is the client a PAC member, a VP, or from the President's Office? Default to High Urgency

Executive Support
We offer executive support for PAC members and anyone from the Office of the President. When a Vice President, a PAC member, or anyone from the Office of the President contacts IT for assistance their request is considered high urgency and gets immediate attention, regardless of the nature of the request. Further, when anyone from the Office of the President contacts the IT Helpdesk, we must immediately direct them to a Helpdesk staff member (i.e., non-student Helpdesk employee). Student Helpdesk employees must not attempt to gather information or assist employees from the Office of the President; they should immediately escalate. Employees from the Office of the President will identify themselves when they contact the IT Helpdesk so that student IT Helpdesk Representatives will know to escalate immediately

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