Imagine a user opens a Service Request to get a mouse for his/her computer. Based on Impact and Urgency, probably the Priority will be Low. Probably a Service Request for Low priorities has a 48 hours SLA inside the Service Time agreed upon. If the Service Time is an 8 hours-day, the mouse could be provided in 6 working days inside the SLA. In the 6 days, there is a weekend in the middle, so they actually are 8 calendar days.
All of the above is a matter of fact. However, why do we not take in account that, if we have mouses in stock, this Service Request could be resolved in only 1 minute?. So this example reveals to us that there is a missing third magnitude: the Effort.
Imagine now that it is not only one mouse service request, but instead there are ten mouse service requests. In this case, for not investing 10 minutes, we would have 10 unsatisfied users.
Certainly, the Priority Matrix should consider the Effort at third magnitude. Some Standard Service Requests should be marked by the Service Desk as VLE (“very low effort”) and they should handled initially at the same Priority. Probably this will result in a better overall service perception.
Which Priority magnitudes do you consider?
Author: angelberniz (All Rights Reserved by the author)
Source: Original Text (based upon first hand knowledge)
Image: © Andres Rodriguez – Fotolia.com
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