Category Priority and Service Window Matrix

Updated on 13 Feb 2025
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Category, Priority, and Service Window Matrix is a tool used in service management, which organizes incidents according to their category, priority level, and designated service window. The Category defines the nature of the Incident and helps in classifying and routing. Priority determines the order in which incidents are addressed based on impact and urgency. Service Window defines when incidents should be addressed based on business needs and support availability.

Let's explore the following use case.

Use Case

User Persona: Administrator

Solution

NovaTech has a critical incident where the company's development server which hosts critical code repositories has gone down. Let's illustrate how incident resolution can work using category priority and a service window matrix in an IT service management (ITSM) scenario.

To resolve this, Administrator categorizes the incident as critical due to its significant impact on the development process and potential financial losses. The company has an anytime service window for critical incidents which provides a 24/7 support team to address. This helps to address the incident at the earliest and ensure that the server is back online with the code repositories accessible.

Configure Category Priority & Service Window Matrix

To configure the Category, Priority & Service Window Matrix, perform the following steps.

Click Service Management.
Click Settings > Design Studio.
Figure: Select Design Studio
Navigate to Design Studio > Module > Configuration > Matrices > Category Priority and Service Window Matrix. The admin can view the list of all configured Category Priority & Service Window Matrix items. To learn more about managing the list page navigate to Manage Category Priority & Service Window Matrix.

Figure: Category, Priority, and Service Window Matrix

4. Click New on the right side of the page. All the configured Category Priority and Service Window Matrix values are used across the Service Management module.

Figure: Category, Priority, and Service Window Matrix New

The grid provides a detailed view of the details page of the Category Priority and Service Window Matrix. For more information refer to the field description table below.

Field	Description
Tenant	A Tenant is similar to a Department within an organization that provides support-related services. For example, IT, Facilities etc.
Category	Choose the category of the Incident that needs to be resolved by the team.
Priority	Set the priority for the workgroup. For example, P1, P2, P3, etc.
Service Window	Choose the service window as per SLA agreements. For example, 24/7 or 9/7 general shift etc.
Active	Enable the Active checkbox if the Incident needs to be notified as Active under the Category Priority and Service Window Matrix.

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What's Next

Manage Category Priority and Service Window

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