Priority Matrix

Updated on 28 May 2024
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Priority Matrix is a configuration that can assist individuals or groups in setting priorities for incidents according to the impact and urgency selected. By using a Priority Matrix, the Incidents can auto-select the Priority based on the selected combination of Impact and Urgency.

Priority Matrix will derive the priority for the combination of urgency and impact so that SLAs according to the priority get assigned to the incidents and resolutions are handled effectively.

Let's explore the following use-case.

Use Case

User Persona: Administrator

Solution

NovaTech has experienced a scenario where they are overwhelmed by the volume of incidents and struggle to determine which ones require immediate attention, leading to delays in resolution and frustration among users.

To resolve this, the Administrator will use a priority matrix to categorize the issues based on their level of impact (based on the number of users affected) or urgency. Then a priority matrix is established with multiple levels based on a defined criterion. For an incident with an impact of I3 and urgency of U2, then automatically the priority is set to P2. This reference is taken from the priority matrix. By implementing a priority matrix for incident management, the IT department can streamline its response efforts, ensure that critical incidents receive prompt attention, and improve overall user satisfaction with IT services.

Configure Priority Matrix

1. Navigate to Design Studio > Module > Configuration > Matrices > Priority Matrix. The admin can view the list of all configured Priority Matrices. To learn more about managing the list page navigate to Manage Priority Matrix.

Figure: Priority Matrix

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

Figure: Priority Matrix New

3. Refer the following table and enter the values in fields.

The grid provides a detailed view of the list page of the Priority 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 to an IT or facility.
Urgency	It determines the time sensitivity of an incident how soon it needs to be addressed. Options available are Critical, High, Medium, Low
Impact	Select the Impact value from the dropdown. It is the measure of effect of incident on business processes.
Priority	Priority defines the precedence in which a particular Incident should be addressed.
Sort Order	Select the sort order in which the Priority Matrix is displayed or listed within the ITSM system when Analysts are selecting or viewing them.
Active	Indicates the status of the Priority Matrix. If selected, the Priority Matrix becomes an available option on the other pages of the application. If not selected, the Priority Matrix becomes an inactive value. The inactive Priority Matrix values are not displayed in the Priority Matrix list on the other pages of the application.

4. Click Save. A new Priority Matrix is configured.

Note

Based on the combination of urgency and impact, the priority will get updated. (This action is carried out by a dynamic business rule). Once the priority of the incident is set and a suitable SLA is applied to this priority, the individual transaction record will be prioritized accordingly.

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What's Next

Manage Priority Matrix

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