Another useful technique is tagging incidents with keywords, such as “hardware,” “recurring,” or “related to sprint ”. These can be broken down into subsections by considering when different resources and procedures, like playbooks, should be utilized. These lines of ownership can help establish categories of incidents. Think about who would need to be contacted for incidents in different service areas. Working backwards, a good way to come up with classifications is to think about what different responses could be necessary. Ultimately, you want each classification of incident to map to a particular response, such that knowing the classification is enough to know what process will need to be implemented. Determine what types of responses are required.To resolve the highest priority incidents as quickly as possible, severity must be incorporated into a larger context. Severity can be fluid, assessed differently from different perspectives. In general, incident classification provides valuable information for prioritizing incidents, but is separate from the triage process itself. Conversely, a low severity incident may only need a quick fix with few resources, making it a high priority target. Although high severity incidents will likely demand a quick response, circumstances such as development cycles and resource availability could also put other projects ahead. However, the severity of the incident doesn’t entirely dictate the priority of the incident, which is where it falls on the “to-do list” of those responding. Is it causing a small delay in loading a page, or is it causing total outages across the site? Without understanding the severity of the incident, you won’t understand the time constraints for your response or the consequences of prioritizing or de-prioritizing the issue in light of other work. When classifying an incident, assessing the impact that the incident will have on your service is essential to responding properly.
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