What is the difference between Incident Priority and Incident Impact in ServiceNow ITSM?

[thullurishalini]

"I'm trying to understand the relationship between incident priority and impact in ServiceNow ITSM. How are they defined, and how do they influence each other when managing incidents? Any examples would be appreciated."

[Robbie · Accepted solution]

Hi @thullurishalini,

See the below high level definition for each, however for your understanding, there is a 3rd definition should be considered as there is a relationship between all 3. I've attached a great article from @Suzanne Smith who explains this relationship clearly and eloquently - kudos.

• Impact: Business loss and potential damage (for example, financial, customer, regulation, security, reputation, brand) caused by the incident
• Priority: sequence in which the incident should be resolved
• Urgency: Speed at which the business expects the incident to be resolved

Understanding the relationship: https://community.servicenow.com/community?id=community_blog&sys_id=640e2a2ddbd0dbc01dcaf3231f9619f0

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[Sandeep Rajput]

@thullurishalini 

Incident Priority: Impact refers to the extent of disruption caused by the incident. It measures how many users or systems are affected, and how critical those systems are to business operations.

Incident Priority: Priority determines how quickly the incident needs to be addressed, and is typically calculated based on both Impact and Urgency (the time sensitivity of the issue).

Difference: 

• Impact measures the scale of the issue (how large and critical the disruption is).
• Priority is a calculated measure that determines how quickly the issue needs to be resolved based on both impact and urgency.

[Sandeep Rajput]

@thullurishalini What is wrong with my answer? Doesn't it answer your question?

[Robbie · Accepted solution]

Hi @thullurishalini,

See the below high level definition for each, however for your understanding, there is a 3rd definition should be considered as there is a relationship between all 3. I've attached a great article from @Suzanne Smith who explains this relationship clearly and eloquently - kudos.

• Impact: Business loss and potential damage (for example, financial, customer, regulation, security, reputation, brand) caused by the incident
• Priority: sequence in which the incident should be resolved
• Urgency: Speed at which the business expects the incident to be resolved

Understanding the relationship: https://community.servicenow.com/community?id=community_blog&sys_id=640e2a2ddbd0dbc01dcaf3231f9619f0

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[AndersBGS]

Hi @thullurishalini ,

Look in the table https://dev184251.service-now.com/now/nav/ui/classic/params/target/dl_u_priority_list.do%3Fsysparm_u... to see the priority settings based on urgency and impact:

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders