Important vs urgent in Service Support

ideas

Problems suffer from the important/urgent dilemma. They are very important but seldom urgent enough to get attention over the incoming bombardment of incidents

Important vs urgent

Introduction to Real ITSM page 58

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another urgency vs. importance scheme

Submitted by rob

on March 3, 2009 - 10:10.

There is also another urgency vs. importance scheme well used in many companies and it is even simpler. It does not take into account what process is triggered, but it looks at the origin of the issue. It is like this:
- Is the request made by the CEO --> Urgent & Important
- Is the request made by direct CEO reports --> Urgent
- Is the request made by well connected managers --> Important
- Is the request made by anyone else --> Who Cares

Thanks to IT Skeptic contributor mbuzina for this model

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