Dictionary

Priority Matrix

In an ITIL / Incident Management system, this will map the ticket’s Impact and Urgency together to determine a Priority. For instance, if the Impact is “Individual” (meaning it only affects one person) and the Urgency is “Critical” (meaning the requester considers it to be of a critical nature), the Priority Matrix may map these to a final Priority of Medium (considering the impact and urgency to the entire organization relative to other tickets or incidents). The Priority Matrix is not used in all help desk or service desk software. Rather, it is up to the organization whether to make Priority a stand-alone field, or be the result of mapping Impact and Urgency.

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