Overview
  • 01 Aug 2023
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Overview

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Article summary

Urgency: Gateway to ensure better responsiveness to Change Requests!

Urgency is typically determined based on the impact and criticality of a Change Request. It helps organizations identify which Change Requests (CRs) require immediate attention to minimize disruption and ensure business continuity. Urgency in managing CRs is often associated with time-sensitive changes, such as critical incidents, security vulnerabilities, or regulatory compliance requirements.

Effective Change Management practices leverage Urgency as a tool to ensure timely response and action while maintaining a focus on quality, stability, and overall service improvement.

User Persona: Administrator


Let's explore the following use case.
User Persona: Administrator
Solution
ACME's Administrator is facing a challenge in managing a high volume of critical Change Requests (CRs) because of the delays in analyzing the urgency of CRs and addressing critical CRs.

ACME's Administrator can configure Urgency levels for the CRs. For example, configure high urgency levels for critical CRs that have a significant impact on business operations, security, or compliance. This ensures that these CRs receive immediate attention and are resolved promptly.

Configure Urgency

Configure Urgency for CRs to ensure that the system can handle urgent changes efficiently, minimize disruptions, and maintain service quality in a dynamic environment.

To configure Urgency, perform the following steps:

  1. Navigate to Design Studio > Select Module > Configuration > Change Configurations > Urgency. The Urgency list page is displayed. Click New.
    Figure: Urgency list page
  2. The Urgency ID page is displayed.
    Figure: Urgency ID
  3.  Enter the required details as described in the following table and click Save.
FieldDescription
Tenant*Select the Tenant from the list. This is a mandatory field.
DescriptionSpecify brief description about the Urgency.
Urgency NameEnter the name of the Urgency.
Sort OrderSelect the sort order in which the Urgency values are displayed or listed within the ITSM system when Analysts are selecting or viewing them.
DefaultSelect the check box to display the Urgency for the selected Tenant, by default.
ActiveSelect the check box to make the Urgency available on the other pages of the application.

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