IT Priority Assignment

The City of Rock Island Information Technology Services Department defines the following levels of priority for Established or Routine Areas of Support: 

Definitions:

Assigned:  ITSD personnel assigned to request and acknowledgement sent by phone/email

Resources allocated:  Resources are applied… personnel taking action towards resolution.

Resolution or status update:  Problem or request completed or update on status given by phone/email

Low - Request that do not impact someone from completing his or her day-to-day task. And do not have a specific time frame in which it needs to be done by.

Examples:             

 Normal - Requests that do not impact someone from completing his or her day-to-day task but needs to be addressed by a certain date.

Examples:             

High - Requests that are hindering someone from completing their immediate task at hand that must be completed within the next couple of hours.

Examples:             

Critical - Request that is preventing an entire area or division from being able to work. Communications (phones, printers or computers) in that area are down.

Examples: