Deciding what comes first.
WHAT DETERMINES PRIORITY
Impact: how many people or how much of the business is affected
Urgency: how quickly it must be resolved
WHAT THE COMBINATION PRODUCES
A priority, applied consistently.
WHAT HIGH IMPACT LOOKS LIKE
A system everyone uses Anything preventing trading Anything affecting customers
WHAT HIGH URGENCY LOOKS LIKE
A deadline that cannot move A safety or security matter Something worsening
WHAT TO AVOID
Priority determined by who complains loudest Everything marked urgent Priority never reviewed
WHY THAT SECOND ONE
If everything is urgent, prioritisation has stopped existing.
WHAT TO DO ABOUT A USER INSISTING ON HIGHER PRIORITY
Establish the actual impact, and explain the basis.
WHAT TO ESCALATE IMMEDIATELY
Anything affecting many users Anything security-related Anything affecting revenue
WHAT TO REVIEW
Priorities, as circumstances change.
WHAT TO PUBLISH
The priority definitions, so they are understood rather than disputed.
