Improving Agility and Efficiency Using Adaptive Priority Approach in IT Service Management

Prodapt’s ITSM (IT Service Management) insight has been published recently by AXELOS, an industry leader in developing global best practice methodologies on their digital platform ( This Insight is based on Prodapt’s innovation at a leading Tier-1 digital service provider (DSP) in Europe with multi-country operations.

This article briefs about how to build an efficient incident prioritization model beyond the traditional (impact vs. urgency) priority approach in ITSM. The new model discusses various business-critical factors such as customer segment affected, business category, types of services affected, and number of customers affected to automatically identify and assign the right priority. A sound prioritization scheme can help the DSP service desk to stabilize their day-to-day operations and make it proactive and agile. Further, it can reduce the average time spent in analysis and resolution of trouble tickets by half.



Omprakash C – Technical Architect, ITSM Delivery, Prodapt
Mogan A.B. – Manager, Strategic Insights, Prodapt

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