![]() In general, many IT departments use the following as guidelines for categorizing incident urgency: High urgency In defining urgency, it’s important to create a hierarchy for handling issues that reflect your business demands-such as restoring customer service as quickly as possible before handling other problems. “Urgency” is a measure of how quickly a resolution is required.Įffective incident management relies on the ability to focus on impact rather than the order in which issues arose. “Impact” is a measure of the extent of an incident and the potential damage it can cause. What is an Incident Priority Matrix Definition :Īn incident priority matrix is a method of prioritizing incidents based on their impact and urgency. Now let's understand the Priority Matrix and it helps determine the Incident Priority.
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