It’s Broken. So What?

Computer on fire by Alexmuse, via flickr.com
Computer on fire by Alexmuse, via flickr.com

Prioritising incidents is complex, particularly in a multi-faceted system with a range of users.

This can boil own to a repetitive cycle of “So what?” until the measurable, business oriented impact of the incident can be understood. Once it is understood it can be isolated from the system or support impacts of the incident.

When a support operation becomes too distanced from the actual users they support this chain of “So what?” grows ever longer.

The traditional matrix calculation of impact vs probability must be based on objective, knowledgeable and current information, not on assumptions and outdated historical perspectives.

jon m wilson Written by:

As half of the team behind 101projects101days.com, I am a serial starter of things, beginner of projects. I work in bits and in bytes, in words and paragraphs; I work in wood, metal, and paper, in fabric and in leather; I work in fits and in starts. Most of all I work intermittently and inconsistently.

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