Assign severity based on impact and urgency rather than volume, emotion, or seniority.
Severity levels are valuable only when they change behavior in a predictable way. The real job of severity Teams often talk about severity as if it were a label you put on an incident after the hard thinking is done. In practice, severity is part of the hard thinking. It tells the organization what kind of problem this is and what kind of response the problem deserves. Done well, it protects scarce attention. Done poorly, it creates drama, underreaction, or both. The three inputs A reliable severity call balances three inputs. Scope asks how many users, services, or workflows are…
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