This sample policy is designed to help organizations assign priority levels to problems or issues reported by end users to the IT department.

According to this policy, IT issues are categorized based on severity. The response and resolution times vary as per the categories. Problems and requests within a specific priority category will be handled on a first-come, first-served basis. In some cases, special consideration will be given to mobile and remote employees whose access to company resources is more constrained. The primary role of a company's IT department is to support the associates of the company in completing business tasks.