The Infrastructure Prioritization Process

Each Infrastructure team leader fills in a prioritization form and brings it along to the Infrastructure prioritization meeting that is scheduled weekly. The team leader evaluates incidents, problems and work requests by importance in his area and rates them in each category in a priority of 1 to 5. Of these 15 items, 10 are selected and rated in priority 1 to 10. These 10 items are discussed at the meeting where an overall single priority list is created which is also rated 1 to 10. This last priority list is escalated to the Service Level Manager, who distributes it in an appropriate fashion. The prioritization form is attached as a tab in the uberfingers dashboard that is located here.
Incident: An event which is not part of the standard operation of a service and which causes or may cause disruption to or a reduction in the quality of services and IT customer productivity. An Incident might give rise to the identification and investigation of a Problem, but never becomes a Problem. Even if handed over to the Problem Management process for second line Incident control, it remains an Incident. Problem management might, however, manage the resolution of the Incident and Problem in tandem, for instance if the Incident can only be closed by resolution of the Problem.
Problem: The unknown root cause of one or more existing or potential Incidents. Problems may sometimes be identified because of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown. Occasionally Problems will be identified well before any related Incidents occur.
Work request: A defined set of work that has been requested either via standard operating procedures/changes or via a project task or action.