Service Desk Priority Matrix

  1. Priority Matrix Examples
  2. Manageengine Service Desk Priority Matrix
  3. Priority Matrix For Windows
  4. Project Priority Matrix

Today, most of us depend on some form of help desk support. IT support teams ensure the most uptime possible for systems and processes that keep businesses running smoothly. Their customers and yours rely on the help desk to resolve small glitches and technical hiccups, as well as the major IT problems that threaten to impact productivity and the bottom line. But calls for assistance flood IT staff daily—and it can be difficult to prioritize help desk tickets when everything is a priority.

Minor – Priority 4 Administrative change or system nuisance 8 Hour Response 3 Day Resolution Target 4445 Low – Priority 5 Projects, Research 8 Hour Response 4 Day Resolution Target 5555 Priority Matrix Impact Urgency ITS Service Desk Incident Response Priority Matrix. Priority is based on impact and urgency, and it identifies how quickly the service desk should address the task. Application The scope defines whether the rules are. This priority matrix template will help you better prioritise various incidents you come across in your day to day service desk work life. Incident Priority Matrix Template Is an outage in one department more or less important than a projector problem in a meeting room where an important meeting will be taking place? Create a priority matrix using impact and urgency values - Next-gen Service Desk antonymajor Mar 20, 2020 I've been trying to setup our next-gen Service Desk so that the priority is automatically assigned based upon impact and urgency.

Whether your IT teams are responding to Level 1 (basic support and troubleshooting), Level 2 (config issues, hardware and software repair, etc.), or level 3 support (network and server infrastructure troubleshooting), they often struggle to address all of these with the same priority and at the same time. Help desk teams face scenarios just like these every day:

Priority Matrix Examples

A priority matrix defines, in advance, internal priorities for Service Desk tickets that specify given combinations of impact and urgency. After a Service Desk agent fills in the Impact and Urgency fields on a ticket record, the Internal Priority field is automatically filled based on the values in the priority matrix.

Priority matrix pdf

9:30 a.m. – Sue in human resources emails, “One of the new hires needs a laptop, accessories, and environmental temperature of exactly 73° to maintain proper working aura.”

9:35 a.m. – James calls from sales, “Desk phone line not working. And can you arrange to have this call credited back to my mobile carrier?”

9:42 a.m. – CEO’s admin assistant, Rosa, pays a personal visit, “The video projector in the executive conference room is not working. It needs to be working if the rest of us want to keep working.”

Under the best of circumstances addressing a growing volume of tickets, and managing ticket prioritization, with timely assignment and escalation can be challenging. Not to mention, shorter SLA timeframes, and supporting diverse technology platforms—particularly with a lean support team.

So How DO You Prioritize Help Desk Tickets When Everything is a Priority?

Manageengine Service Desk Priority Matrix

As the guidelines from ITIL (Information Technology Infrastructure Library) for IT support tickets prioritization suggest, your staff should prioritize tickets based on urgency and business impact. You can help them develop processes for this prioritization by having them ask and answer the following questions:

Service desk priority matrix
  • What is the problem?
  • How many users are affected?
  • What services are affected?
  • How fast do we need to resolve this?
  • Where is the issue or user located?
  • Why is this problem happening?

Priority Matrix For Windows

While this approach does help clarify the nature and urgency of the problems coming in, it can have pitfalls. For example, as more high-priority tickets come into the help desk, fewer low-priority tickets may get resolved, which can create new headaches. Introducing Service Level Agreements (SLA) to your ticket prioritization process is an effective solution. SLAs define rules for closing tickets based on ticket resolution time, which can both help users track their ticket progress, and can invoke escalations if SLA targets are in jeopardy.

Your staff can also help organize tickets by using a process like this:

Service RequestPriorityTicket Resolution Time
New recruit needs laptop and accessoriesLow1 Day
Sales team desk phone line is deadHigh2 Hours
CEO’s office video projector is not workingMedium5 Hours
Email server is downCritical30 Minutes

Prioritizing tickets allows your help desk staff to manage and resolve service requests based on the time left, which can also help them easily organize the tickets, update the status of the tickets, and keep users updated on the progress.

However, managing these processes manually can be inefficient and costly. With manual workflows your staff may run the risk of spending time on administrative tasks instead of resolving customer issues, dropping the ball on something important or not communicating effectively to other team members. Automating these processes can allow your help desk staff to spend more time resolving problems and less time expediting tickets—which helps build customer satisfaction and your organization’s reputation as efficient problem solvers.

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The priority matrix helps you determine the Priority automatically based on Impact and Urgency of a request. Impact is listed in the y-axis, and Urgency list in the x-axis of the matrix. Priority Matrix requires a one-time configuration by the Administrator.
Once you set the Priority for specific Impact and Urgency in the priority matrix, when a requester selects a similar impact and urgency combination in the new request form, then the priority of the request will be determined based on the matrix.

To set up Priority Matrix,

Project Priority Matrix

  1. Login to the ServiceDesk Plus MSP application using the user name and password of an admin user.

  2. Click the Admin tab in the header pane.

  3. In the Helpdesk block, click the Helpdesk Customizer icon . The next page displays the list of request form attributes that can be customized on the left menu and the category list page.

  4. Click Priority Matrix from the left menu. The next page displays priority matrix with impact list in the y-axis and the urgency list in the x-axis.

  5. From the Priority Matrix page, click the priority link against specific urgency and impact, this opens the drop down box.

  1. Select the corresponding priority from the list. The priority will be set for the particular Impact and Urgency combination.


In priority matrix : If Impact is Affects Business and Urgency is High then Priority should be High.
Result in request form :
If requester/technician selects Affects Business for impact and high for urgency in the request then, the priority field gets filled automatically and displays as high.