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ITSM
Priority Matrix
Quick Definition
A framework that combines impact and urgency to determine the priority of an incident, which in turn dictates the response and resolution targets.
Detailed Explanation
The priority matrix is a grid with impact on one axis (how many users/services affected) and urgency on the other (how quickly resolution is needed). The intersection determines priority: P1 (critical), P2 (high), P3 (medium), P4 (low).
Each priority level has associated response times, resolution targets, escalation procedures, and communication requirements defined in the SLA.
The matrix ensures consistent, objective prioritisation — preventing the 'squeaky wheel' problem where the loudest requester gets priority regardless of actual impact.
Related Terms
Relevant Frameworks
ITIL