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of impact vs probability must be based on objective, knowledgeable and current information, not on assumptions and outdated historical perspectives.