Priority Matrix. Urgency x Impact = Priority URGENCY Critical High Medium Low Very Low (Default) Business or Priority Priority Priority Priority Priority VIP User 1 1 2 3 4 IMPACT Department or Group Priority Priority Priority Priority Priority Individual User Priority Priority Priority Priority Priority (Default) 2 2 3 4 5 Each Priority is related to a certain resolution time Priority 1: Significant loss to service, must be recovered immediately (continuous work until resolution) Priority 2: Limited damage, should be recovered immediately Priority 3: Significant damage, does not need to be recovered immediately Priority 4: Limited damage, does not need to be recovered immediately Priority 5: Very limited damage, does not need to be recovered immediately Service Management Classification: • Impact • Reflects business criticality of the incident • Reflects extent to which an incident leads to degradation of SLA, such as number of users that suffer • Urgency • Reflects required speed of solving an incident • Priority • Reflects order in which to solve the incidents
Priority Matrix. Priority Target Incident Response Target Restoration of Service Critical 5 Minutes 10 Minutes High 30 Minutes 2 Hours Low 4 Hours 4 Hours
Priority Matrix. Priority Target Incident Response Target Restoration of Service Critical – business hours (MF 9am-6pm PST) 30 Minutes 2 Hours Critical – non business hours 1 hour 2 Hours High 2 hours 4 Hours Low 4 Hours Next business day
Priority Matrix. Priority is a category that identifies the relative importance of an incident. Priority is based on impact and urgency, and it identifies required times for actions to be taken. Impact and urgency are used to assign priority. Urgency Impact High Medium Low High P1 P2 P3 Medium P2 P3 P4 Low P3 P4 P5
