How will you prioritize these two incidents?

Assume that you are working as a network administrator in the head office of a bank. One day a bank employee informed you that she is unable to log in to her system. At the same time, you get a call from another network administrator informing you that there is a problem connecting to the main server.

How will you prioritize these two incidents?
A . Based on approval from management
B . Based on a first come first served basis
C . Based on a potential technical effect of the incident
D . Based on the type of response needed for the incident

View Answer

Answer: C

Explanation:

Prioritizing incidents in a network environment, especially within a critical infrastructure like a bank, should be based on the potential technical effect of the incident. This approach ensures that the most severe and impactful issues are addressed first to maintain business continuity and minimize potential damage. The incident involving the main server would likely take precedence because it could affect a larger number of systems and operations within the bank, compared to an individual’s login issue. The ITIL framework supports this prioritization method by emphasizing the importance of impact and urgency when managing network incidents12.

Reference: The prioritization strategy aligns with best practices outlined in the ITIL framework for IT service management, which suggests managing incidents based on their severity, urgency, and impact on business operations12.