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[UPDATE] – The Experiment is OVER! Plan on seeing more WordPress content here soon!

As a bit of an experiment, I have decided to holistically embrace Google+ in 2014. In doing so I plan on leveraging Blogger during this period and participating in public facing social media content related to my career and personal interests. If you have been following me here or on other social channels, please consider following me in the Google world as well. Thanks!

http://thomasconnery.blogspot.com/

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FIllingtheGap

Tyrone Young’s ‘Filling The Gap’


Spent a couple of hours at my local library back in January to attended a showing of ‘Filling the Gap’, from Director Tyrone Young. Filling the Gap is an educational film that explores the often overlooked achievements and accomplishments of men and women of African descent. Nominated for the NAACP Image Award in 2011, the film has three major standouts in my opinion. The narration, actress who played Sojourner Truth, and interesting facts mixed in with a bit of both comedy and despair.

To name a few, Filling the Gap teaches us about mathematician Benjamin Banneker, who surveyed Washington DC and was also known for publishing his own Almanac. Thomas Day, a free black cabinetmaker who went on to operate the largest cabinet shop in North Carolina in 1850. Robert Smalls who stole the CSS Planter, gathered family and friends, and escaped Charleston harbor in order to turn the boat and all of its supplies over to the Union. It also tells the story of young steam-engine maker, Benjamin Bradley, who could not be rewarded a patent for his shallow water propulsion design because he was a slave but was allowed to buy his freedom with the money he got for his invention.

Filling the Gap succeeds in doing exactly what it is meant to do, it educates us on little known or under communicated African America accomplishments and successes that occurred during and shortly before the 19th century. Regardless of your race or origin, the film fits any audience who wants to learn history but I must admit, that a few times throughout the 83 minute production, I felt like I was back in middle school watching a history video. Either way, I did enjoy the film and the facts it contained. If you have the opportunity and enjoy history as much as I do, look for Filling the Gap. Lastly, the actress that played Sojourner Truth and performed her speech on women’s rights as spoken in 1851 was very moving. For a few minutes it became all drama and not a docudrama, and I mean that in a very good way. Fantastic job!

What Is A Priority 1 Incident?


ITIL Pin

From my experience, I’ve seen both internal teams and customers classify and escalate tickets to a P1 level when truthfully, they are not priority one tickets. This blog post will hopefully clear up or explain what a P1 or priority one incident is and what it is not. Traditionally, an inbound incident follows a prioritization process that utilizes a reference table based on impact and urgency which correlates a priority. This reference table (IUP) can follow an ITIL standard or be customized for your Service Desk application and organizational needs. Also, many applications will automatically set the priority based on the table values which can eliminate human error. Reference the table below as an example on how to determine priority.

Impact Urgency Priority
1 – High 1 – High 1 – Critical
1 – High 2 – Medium 2 – High
1 – High 3 – Low 3 – Moderate
2 – Medium 1 – High 2 – High
2 – Medium 2 – Medium 3 – Moderate
2 – Medium 3 – Low 4 – Low
3 – Low 1 – High 3 – Moderate
3 – Low 2 – Medium 4 – Low
3 – Low 3 – Low 5 – Planning

Using the example above, an organization should define their own business logic to determine how the priority is classified and what the appropriate response and resolution times might be. There is an understanding that every organization’s business logic will slightly differ and that priority can immediately change based on to whom or what service the incident is impacting. There is however, one solid truth involved. A priority one incident should involve a system down, service unavailable, or loss of business situation. That is the key element in my opinion. Far too often incidents are set to a P1 status when the service is still available and partially functioning. It may be slow, partially unresponsive, or some users may not be able to login, but whatever the case may be, the bottom line is the service is available. From there it should be a P2 or lower based on the defined business logic that follows impact and urgency.

P1’s are critical, loss of business type events. Be sure you are not crying wolf with an incident that may not be a true priority one as there are usually many people impacted behind the scenes by this type of alert or event. From individual contributors to managers to executive leadership, anyone and everyone could be involved. If a particular service has been restored, even if it is not 100% of what the service objective specifies, it should most likely not be a priority one ticket. If you have not built an IUP table for your organization, do some research and come up with a standard that makes sense to your service management practice. Save the people who support your service time and money… and some sleep most likely.

Photo Credit: icanmakeit.de via photopin cc

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