What two factors determine the priority levels of incidents?

The correct answer focuses on the concepts of "Impact" and "Urgency," which are essential for determining the priority levels of incidents in incident management.

Impact refers to the effect that an incident has on the business or its operations. It assesses how critical the incident is, such as the extent to which it disrupts services or affects users. For example, if a system failure significantly affects a large number of users or critical business processes, it is considered to have a high impact.

Urgency, on the other hand, indicates the time sensitivity of resolving an incident. This factor looks at how quickly a resolution is needed to restore normal service operation. An incident might have a high urgency if it impedes essential functions that require immediate attention to prevent further disruption or escalation.

By combining these two factors—impact illustrates the potential damage, and urgency highlights the need for a quick resolution—organizations can prioritize incidents effectively. This prioritization ensures that resources are allocated efficiently, addressing the most critical and time-sensitive issues first to maintain service quality and operational efficiency.