ServiceCatalog FY15-16

APPENDIX C : SEVERITY LEVEL DEFINITIONS

Severity Level

Examples

Critical

A critical failure affecting many such as A Production System Down or A Network Outage affecting

multiple locations. Processes are halted. There are no workarounds available.

A critical business process is impaired, causing a serious disruptionof amajor business

High

function and causing a serious impact on daily functions or processing. There is no

reasonable workaround.

Medium

Non-critical issue occurs. Business processes are not disrupted and work can be completed.

Thereisan acceptable workaround for the issue.

An inquiry or low impact issue that does not require immediate attention. This includes

Low

cosmetic issues on screens, errors in documentation, or a request regarding use of

Software or a service.

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City of Greensboro

FY 15-16 IT Service Catalog