Overview
- 01 Aug 2023
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Overview
- Updated on 01 Aug 2023
- 1 Minute to read
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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:
- Navigate to Design Studio > Select Module > Configuration > Change Configurations > Urgency. The Urgency list page is displayed. Click New.
Figure: Urgency list page - The Urgency ID page is displayed.
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Figure: Urgency ID - Enter the required details as described in the following table and click Save.
Figure: Urgency list page.jpg?sv=2022-11-02&spr=https&st=2024-11-23T09%3A43%3A56Z&se=2024-11-23T09%3A53%3A56Z&sr=c&sp=r&sig=d3dQS%2B%2ByXTw72HfoQ9RCWxwWLZz%2B%2B%2FH%2Bk2A4oXguv70%3D)
Figure: Urgency ID| Field | Description |
|---|---|
| Tenant* | Select the Tenant from the list. This is a mandatory field. |
| Description | Specify brief description about the Urgency. |
| Urgency Name | Enter the name of the Urgency. |
| Sort Order | Select the sort order in which the Urgency values are displayed or listed within the ITSM system when Analysts are selecting or viewing them. |
| Default | Select the check box to display the Urgency for the selected Tenant, by default. |
| Active | Select the check box to make the Urgency available on the other pages of the application. |
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