Priority is the most important control factor to be applied in many processes and enables a reasonable scheduling of tasks and resources.
- Any physical (e.g. person, computer system, space) or virtual (e.g. time, knowledge, computing power) entity being restricted in its availability and/ or quantity.
- An activity, or part of an activity, within a process that requires resources for its execution.
- The decision through which resources are assigned to tasks within a specified piece of time.
Priorities in IT Service Management
The restrictive availability of resources is the main driver for prioritization. In IT Service Management, the following can/must be prioritized carefully:
- Incidents and problems, according to their:
- impact, defined as the number of affected users, AND
- urgency, as a quantification of factual or potential SLA violations
- The fulfillment of customer demands according to an expected quantified value/revenue
- Changes needed due to:
- priorities from the underlying incident(s) and/or problem(s) OR
- priorities of the underlying customer demands