Overview
- 14 Dec 2023
- 2 Minutes to read
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Overview
- Updated on 14 Dec 2023
- 2 Minutes to read
- Print
- PDF
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Strategically prioritize Change Requests for seamless transformation!
Priority refers to the level of importance assigned to a Change Request (CR). It helps determine the order in which CRs are addressed during the Change implementation process.
Priority is an essential aspect of managing CRs effectively. It helps ensure that critical CRs are addressed promptly and that less CRs changes are addressed based on their relative importance. Priority also guides decision-making processes, such as change approval, scheduling.
The Priority of a CR is typically determined based on factors such as its impact, urgency, and the potential risks involved. The Priority levels may vary depending on the organization and its specific requirements.
User Persona: Administrator
Let's explore the following use case.
User Persona: Administrator | Solution |
ACME receives a high volume of CRs from different departments and business units. However, ACME's Administrator, Fredrick, is having a lack of visibility and clarity regarding the priority of these CRs. As a result, there is delay in addressing critical CRs. | ACME's Administrator, Fredrick, can configure a clear and standardized set of Priority levels for the CRs that align with the ACME's objectives and operational needs. For example, create Priority levels such as High, Medium, and Low, or use a numerical or color-coded system to indicate the priority and importance of each CR. |
Configure Priority
Configure Priority levels to ensure effective CR prioritization, reduce delays, and minimize disruptions. This provides a clear framework for evaluating and approving CRs based on their priority.
To configure Priority, perform the following steps:
- Login with Admin access to the portal.
- Navigate to Module > Select Change > Configurations > Change SLA Configs > Priority. The Priority List page is displayed.
Figure: Priority list page - Click New to configure a new Impact value for a change request.
Figure: Impact ID - Enter the required details in the Impact ID page as described in the following table.
Figure: Priority list page
Field | Description |
|---|---|
Department* | Select the Department for which you want to configure Impact for Change Requests from the dropdown menu. This is a mandatory field. |
Description | Specify brief description about the Priority. This provides the necessary context to accurately apply the Priority and understand the implications of the change implementation. |
CR Priority Name | Enter the name of the Closure Code. This name should be clear, concise, and to the point. This will help the change management teams in better reporting, analysis, and decision-making. Once you select Department, then the CR Priority Name becomes a mandatory field. |
Sort Order | Select the sort order in which the Priority values are displayed or listed within the ITSM system when Analysts are selecting or viewing them. |
Default | Select the check box to display the Priority for the selected Tenant, by default. |
Active | Select the check box to make the Priority available on the other pages of the application. |
5. Click Save to configure the new Impact ID. Click Reset to clear all the inputs in the Closure ID screen. If you do not want to save the details and configure the Closure Code, click Cancel.
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