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Response to incidents

Real ITSM SLAs don’t define response times. Based on priority, they define how many people will be assigned to an incident; how many hours a day it will be worked on; and what gets overruled to work on it. See Table 5 1 Real ITSM Priorities.

Introduction to Real ITSM page 64

Real priority

Because Real Priority (also known as Care Factor) is measured by the number of metaphorical fans that are being hit by effluent, it starts at zero and goes up.

This is much more logical than other systems where 1 is highest. Just when you thought you had seen the worst thing that can go wrong, something comes along that makes all past priority 1 incidents look mild. How can you communicate this? With Real ITSM, you simply assign it a priority that is one higher than any previous incident.

Introduction to Real ITSM page 64

User priority

Many calls are priority zero. The drek isn’t flying. Because users seem to have an aversion to being told this, Real ITSM tracks Real Priority (what IT thinks it is) and User Priority (what the user thinks it is). These often have an inverse relationship.
“Yes sir, we understand that you see this as a Priority 7 and we are [substitute fabrication here]”

Introduction to Real ITSM page 66

Excessive Technical Fastidiousness

IT projects and practices are often affected by Excessive Technical Fastidiousness or ETF (the worst affected area is CMDB). Many technical people like completeness and accuracy, not to mention a fondness for neat, clever, intricate solutions whether there is a problem or not. The result is ETF: an obsession with doing it right, whether or not this is a useful use of time, yields a good return on investment, or is the most sensible use of available funds – i.e. whether or not it makes business sense.

Introduction to Real ITSM page 67

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