Relevant concepts and terms

Last modified by Administrator on Thu, 02/27/2020, 10:27 AM

  1. Impact: Impact refers to the measure of the effect of an incident, problem, or change on business processes and may be evaluated in the following criteria: number of affected users, the potential financial losses, number of affected services, breaches of regulations or laws, etc. The categories/levels of Impact that the COARE will be implementing include: Critical, High, Medium, and Low.
     
  2. Incident: An incident is an unplanned interruption to an IT service or reduction in the quality of an IT service. Any disruption to the normal the COARE operations is an incident. The COARE users can choose from the following options in Cloud Service/Administration Errors and Incidents, HPC Service/Administration Errors and Incidents, Data Archiving Service/Administration Errors and Incidents.
     
  3. Priority: Priority refers to the category used to identify the importance of a service request, incident, or change. Priority is based on Impact and Urgency and is used to identify required times for actions to be taken.
     
  4. Service Request: A service request is a request for information, advice, change, access, and assistance.
     
  5. Ticket: A ticket is a generic term in IT used to refer to a log or documentation of a service request or an incident. For the purpose of the COARE User Portal, the term “ticket” may be used interchangeably to refer to both service requests and incidents.
     
  6. Urgency: Urgency is the measure of how long it will be until a service request or incident has a significant impact on the organization.
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