ITIL priority matrix

Bruce Hadley · ‎01-13-2020

We are just starting to transition to the ITIL best practice priority matrices from an old process were everything were pri 3 and pri 4s. We used Pri 1 and 2 as our MIM. So we are starting from scratch in creating the definitions around impart and urgency levels.

We would be very interested in seeing the priority matrices that other organizations have defined as a baseline for our project. Prefer organizations in the healthcare vertical, but anything would be helpful.

Thanks in advance.

asifnoor · ‎01-13-2020

Hi,

Kindly follow the ServiceNow default priority matrix that is defined for Incident management. It is a standard practice and many companies use that as is.

Mark the comment as a correct answer and helpful if it helps.

Bruce Hadley · ‎01-13-2020

My question is operational. What do people use to determine the levels of urgency and impact.

Just for example

Impact

Example 1-100 users = low

101 to 1001 = medium

1001 + or clinical epic impact =High

Urgency

Support CI group = low

Medium CI group= medium

Critical CI group = High

Any input is appreciated.

Bill_Ymr_61 · ‎01-13-2020

If you need a visual, this is the OOTB matrix:

To determine where they fall, we use the criteria below. FYI - it is not written in stone, this just gives the Service Desk a guideline to follow, but they use their best judgement based on the situation.

Impact:

Urgency:

Hope this helps.

Bruce Hadley · ‎01-14-2020

Thanks Bill, this is exactly what we are looking for. Any others that would like to share?