IT Prioritization Policy

26 Apr 2017


IT staff often have several projects or issues open at a time.  IT staff needs a way to prioritize their time with competing priorities.  At Maze & Associates we use the following guideline as part of our process.


IT Decision Making and Help-desk Triage Guide

  • Level 1 - High Priority

    • Critical to business survival

    • Maintain confidentiality, integrity, & availability of client data

    • Necessary services & resources (globally)

    • Necessary dependencies

    • Global Scope (Enterprise wide)

  • Level 2 - Medium Priority

    • Critical to business profitability

    • Availability of business critical resources (people, processes, applications, systems and data)

    • Up-time for billable staff

    • Items that are critical to quality

    • Limited Scope

  • Level 3 - Low Priority

    • Lower the cost of doing business

    • Efficiency improvements

    • Improve productivity

    • Lower TCO (total cost of ownership)

    • Isolated Scope

  • All balanced by timeliness of the need

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