Service Desk Priority Matrix

Establishing urgency and impact guidelines to determine priority via a matrix is an objective way to schedule work effort and service the organization. Priority model, matrix, and presentation created and prepared by Shaun Holloway. @shaunholloway http://www.srholloway.com. Priority Matrix 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.

Normal Business Hours (Monday-Friday, 8am-5pm)

Initial contact with the Helpdesk is coordinated through the First Level Support (FLS) team. FLS is staffed by helpdesk technicians trained for 1st level application and hardware support. Support to customers requiring onsite assistance as well as second level support are handled by the Technical Services team and other teams within the Information Technology department.

Priority LevelDescriptionResponse TimeCommunication w/ Customer
Priority 1Critical1 hourEvery 4 hours
Priority 2High4 hoursDaily
Priority 3Standard8 hoursEvery 3 days
Priority 4Scheduled or Low3 daysWeekly
Priority 5Project2 daysBi-monthly

Response time commitments do not promise a complete resolution within the stated time frames. Rather, the time commitment is meant to indicate the maximum time interval in which the customer will be contacted by either the technician assigned to the ticket, or by the assigned department’s manager to initiate support activities. Every effort will be made to immediately respond to and resolve all Priority One calls.

Service Desk Priority Matrix

Priority Descriptions ~ Business Hours Response Time

Priority 1: Critical
Response Time: 1 hour
Communication: Every 4 hours
A problem or issue impacting a significant group of customers or any mission critical issue affecting a single customer.

Service Desk Priority Matrix

Priority 2: High
Response Time: 4 hours
Communication: Daily

Non critical but significant issue affecting a single user; or an issue that is degrading the performance and reliability of supported services; however, the services are still operational. Support issues that could escalate to Critical if not addressed quickly.

Priority 3: Standard
Response Time: 8 hours
Communication: Every 3 days

Routine support requests that impact a single user or non-critical software or hardware error.

Service desk priority matrix template

Priority 4: Scheduled or Low
Response Time: 3 Business Days
Communication: Weekly

Scheduled: Work that has been scheduled in advance with the customer.
Low: A minor service issue or general inquiry.

Priority matrix outlook

Priority 5: Project
Response Time: 2 Business Days (Management Initiated)
Communication: Bi-monthly

A long term project or service request with no specific expectations on response time.

Priority Definitions

Calls that are made to the Helpdesk are prioritized based on the nature, severity and time of the call. The following definitions have been developed in order to service the Tyler Junior College community in the most efficient manner possible.

Priority 1: A problem or issue impacting a significant group of customers or any mission critical issue affecting a single customer. When a Priority 1 situation occurs, it is of vital importance that we have a clear understanding of the severity of the issue and that the proper IT personnel are contacted immediately so that the necessary resources can be applied to resolve the issue. In addition, the customer(s) must be kept informed as to the progress of the situation.
Examples: (but not limited to):

  • Critical network server is down.
  • Entire computer lab is down
  • A portion of the network is down (connectivity lost).
  • Administrative application/system down.
  • E-mail not routing or down
  • Campus Internet connection is lost or slows enough to drop connections.
  • Designated key users impacted by issues.

Priority 2: Non critical but significant issue affecting a single user or an issue that is degrading the performance and reliability of supported IT services; however, the services are still operational. Support issues that could escalate to Critical if not addressed quickly.
Examples: (but not limited to):

  • Individual computer problems in computer labs
  • Setting up new user accounts which have been properly submitted.
  • Single user unable to use other workstations to remain productive.
  • Printing issues for multiple users.
  • Locked or restricted staff or faculty user accounts.
Template

Priority 3: Routine support requests that impact a single user or non-critical software or hardware issue.
Examples: (but not limited to):

  • Single user may be able to use other workstations to remain productive.
  • Printing issues for single users.
  • User productivity affected but not completely halted.
  • Frequently used software corrupted and needing re-installation.
  • Software/Hardware installations, upgrade, etc.

Project Priority Matrix

Priority 4: A minor service issue or general inquiry.
Examples: (but not limited to):

Priority Matrix Pdf

  • Intermittent problems with workstation but user still able to remain productive.
  • Non-critical tutorial questions.
  • User productivity may be slightly affected but never completely halted.
  • User requesting assistance with copying or moving of non-critical files.
  • Technical consultations for pending purchases.

Service Desk Priority Matrix

Priority 5: A long term project or service request with no specific expectations on response time. Priority 5 issues will be resolved based on scope, timeline, and other competing Priority 5 calls.