![]() ![]() Having reliable service is extremely important nowadays. The priority of the incident and how it’s responded to can change during the response process depending on how successful the response is. If the issue remains unresolved, it’s critical to escalate the incident and notify the stakeholders. Considering the error budget and SLA, your team can categorize and respond to high-priority incidents. The team needs to ensure that the error budget (amount of acceptable unreliability of service) is not exceeded and more importantly, the SLA (service level agreement) is not breached. Whenever in doubt about incident priority, always go with high-priority, because erring on the side of caution is better than mistaking a severe incident for a minor one.ĭuring incident response, establishing timelines is critical. However, prioritizing incidents can be challenging. During the incident management process, incidents are prioritized as low-priority, medium-priority, and high-priority based on the aforementioned factors. In many organizations, incident management is the responsibility of SREs (Site Reliability Engineers). This classification will allow you to determine who is required to respond and what resources are necessary. The most common use of an incident priority matrix is in the incident management process where incidents are classified according to their severity and the area of service affected. Incident Priority Matrix in the Incident Management Process
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