Common use of Classification Process Clause in Contracts

Classification Process. In designing a matrix for prioritisation of calls we take this from the ITIL framework describing the rules for priorities for incidents. This allows us to define a Prioritisation Matrix for dealing with support requests and incidents. ▇▇▇▇▇’▇ ITIL approach scores incidents against two matrices, the urgency and impact of the incident. This in turn allows us to consider not only the no of users affected but also metrics such as the status of a user of subset of users into consideration.

Classification Process. In designing a matrix for prioritisation of calls we take this from the ITIL framework describing the rules for priorities for incidents. This allows us to define a Prioritisation Matrix for dealing with support requests and incidents. ▇▇▇▇▇’▇ Riela’s ITIL approach scores incidents against two matrices, the urgency and impact of the incident. This in turn allows us to consider not only the no of users affected but also metrics such as the status of a user of subset of users into consideration.