With the “Getting Started with Remedyforce” white paper series, our aim is to help you leverage BMC Remedyforce to improve the effectiveness and efficiency of your ITSM operations. Each paper addresses a specific area of interest and provides you with conceptual, functional and technical best practices to make configuration decisions and take action to gain value from your BMC Remedyforce investment.
One of the most basic challenges every service delivery organization faces comes from prioritizing the records submitted by their customers. Just the assessing the importance of one record over another in an elemental way can be difficult, but when you add in other factors such as the status of the customer, timing in the fiscal year, safety, compliance or effect on related services, the subject can become even more clouded. One way to alleviate this pressure is to leverage an empirical methodology that limits agent bias and allows the business to establish the hierarchy of work. In Remedyforce, this methodology consists of two measures, impact (an evaluation of scope) and urgency (an evaluation of effect) and uses a consistent formula to produce an actionable priority. The purpose of this white paper is to provide best practices guidance for the configuration of impact, urgency and priority values in your Remedyforce environment.