Overview

Elevate Service Delivery through Priority Matrix!

Priority Matrix is allows to rank Service Requests (SRs) in order of importance. As the name implies, it uses a matrix with pre-defined values for two different attributes to decide on the Priority of the SRs. 'Impact' and 'Urgency' are two attributes that are frequently used in a Priority Matrix. 

If a Priority Matrix is configured, the SRs can auto-select the Priority based on the selected combination of Impact and Urgency.

Following figure depicts a generic Priority Matrix for determining the Priority of SRs on the basis of Impact and Urgency:

Figure: Example of Priority Matrix

A priority matrix offers a concise summary of how the organization has established its priorities for handling SRs on a daily basis. By using a Priority Matrix, high priority SRs can be promptly identified and addressed, while SRs with lesser priorities can be handled gradually but still within a reasonable timeline.

Let's explore the following use-case.

Configure Priority Matrix

Configure Priority Matrix by defining Urgency, Impact, and Priority of the SRs for a particular Tenant. Configuration of Priority Matrix allows for more accurate and consistent prioritization of SRs.

To configure Priority, perform the following steps:

1. Click Service Management.
2. Click Settings > Design Studio.
   Figure: Select Design Studio
3. Select Module > Service Request > Configurations > SR Matrices > Priority Matrix. The Priority Matrix list page is displayed.
   Figure: Priority Matrix list page
   
   
4. Click New to configure a new Priority Matrix. The Priority Matrix ID page is displayed.
   Figure: Priority Matrix ID page
   
   
5. Enter the required details as described in the following table.

Field	Description
Tenant*	Select the Tenant from the dropdown menu for which you want to configure Priority Matrix. This is a mandatory field. Once you select the Tenant, the fields of Urgency, Priority, and Impact becomes mandatory.
Urgency	Select the Urgency value from the dropdown menu that you want to give to the Priority Matrix. The values in the dropdown menu are Critical, High, Low, Medium. When you hover over the  icon, it displays details about Urgency.
Priority	Select the Priority value in this field from the dropdown menu. The values in the dropdown menu are High, Medium, Critical, Low. When you hover over the  icon, it displays details about Priority.
Impact	Select the Impact value in this field from the dropdown menu. The values in the dropdown menu are High, Medium, Critical, Low. When you hover over the icon, it displays details about Impact.
Active	Select the check box to make the Priority Matrix available on the other pages of the application.

7. Click Save to configure the new Priority Matrix. If you do not want to save the details and configure the Priority Matrix, click Cancel.