Service desk priority matrix5/19/2023 ![]() When an incident is created, typically in the Service Portal, these are two questions that we ask the end user. Impact and Urgency are two fields on every incident form. Some tools like PagerDuty or Splunk On-Call (formerly VictorOps) are used to properly triage and alert teams for P1 Incidents. P1’s in ServiceNow are treated a bit differently than other teams, and many companies have IT Alerting tools that specifically monitor for P1 Incidents. Typically, when experiencing a true outage or a degredation of any service – that would classify as a Priority 1 or a P1. The Priority Matrix is also known as Priority Data Lookups. If they’re a mix or somewhere in between, then we’ll have a medium priority (P3 or so). If both are high, then we have a high priority (P1 or P2). If both are low, we have a low priority (P4 or P5). The Priority Matrix is just a combination of impact and urgency equalling a priority. Is this something that can wait a couple of days, or do we need to escalate this to the engineers because an important system is completely down. ![]() The Urgency measures how quickly action needs to be taken by the IT team that is resolving the issue. Is it an incident that only impacts the use of a small team, or is the entire company being affected? The Impact measures how “impactful” and how many teams the specific incident has reached. The priority is typically read only and dictates important metrics related to Response and Resolution SLA’s. A combination of these two field values is calculated to return the priority value. The priority of an incident is controlled by it’s impact and urgency.
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