I.T. Triage / Urgency Evaluation Tool
This tool is designed to assist your organization in systematically assessing and prioritizing I.T. issues that may require external intervention by local I.T. vendors or our own technicians at the Global Health Laboratory. The tool provides a recommendation based urgency, impact, and internal I.T. capabilities.
This tool provides a structured approach to evaluate various factors, ensuring that critical problems are addressed promptly while less urgent issues are managed appropriately.
Please complete the form below and click “Calculate” to receive the recommendation. Note: While this tool provides a recommendation, the decision on how to proceed is ultimately up to the management of your organization or their designee.
How widespread is the problem?
- Entire System Down: The entire IT system is non-functional, affecting all users and operations.
- Entire Clinical Department Affected: A specific clinical department is non-functional, impacting patient care.
- Entire Non-Clinical Department Affected: A non-clinical department is affected, disrupting administrative tasks.
- Multiple Users Affected: Several users are experiencing issues, but the system is still operational for others.
- Single User Affected: One user is experiencing an issue, but it does not impact others.
How critical is the functionality affected?
- Critical Functionality (clinical): Essential clinical functions such as patient records or medication orders are impacted.
- High Impact Functionality: Major IT functions that affect significant parts of operations, such as network connectivity.
- Medium Impact Functionality: Important but not critical functions, like reporting or analytics.
- Low Impact Functionality: Minor issues that do not significantly impact operations, like a single software feature.
How urgent are the deadlines affected?
- Immediate Impact on Operations: The issue must be resolved immediately to avoid critical disruption.
- High Priority (within 24 hours): The issue needs to be addressed within a day to prevent major problems.
- Medium Priority (within a week): The issue should be resolved within a week but is not immediately critical.
- Low Priority (can be scheduled later): The issue can be handled at a later time without significant impact.
Does the user have an urgent deadline?
- Senior Management Team: A senior management team member is unable to complete urgent tasks.
- Other Staff with Critical Deadline: Other staff members have critical deadlines that are being impacted.
- Routine Tasks: Regular tasks that are not time-sensitive.
What is the initial assessment of the issue?
- Critical Hardware/Software Failure: A major hardware or software failure is identified.
- Significant Configuration Issue: A significant configuration problem is causing the issue.
- Routine Maintenance Required: The issue is due to maintenance that needs to be performed.
- Minor Configuration Issue: A minor configuration problem is causing the issue.
Can the local IT handle the issue?
- Beyond Local IT Expertise: The issue is too complex for the local IT team to handle.
- Local IT Can Attempt Resolution: The local IT team can attempt to resolve the issue.
- Local IT Can Confidently Resolve: The local IT team can confidently resolve the issue without external help.
Is there a vetted and trusted local vendor who can resolve the issue?
- Yes: A trusted local vendor is available and capable of resolving the issue.
- No: No trusted local vendor is identified or the local IT team is unsure of the issue.
What level of management approval is needed?
- Senior Management Immediate Approval: Immediate approval from senior management is required.
- Senior Management Approval with Review: Approval from senior management after a review process.
- Routine Approval Process: Regular approval process without immediate escalation.
