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

[Sai Krishna6147 · Accepted solution]

Hi @thullurishalini 

Please refer to this you will get idea:

Refer :

https://docs.servicenow.com/bundle/vancouver-it-service-management/page/product/incident-management/... 

Priority is fixed upon impact and urgency . Please the table:

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

Regards

Sai Krishna

[Rohini S Sane]

@thullurishalini ,

Impact - Impact is the effect that an incident has on business. For example, if the incident only impacts a single employee, the impact is low compared to 500,000 paying customers with social media accounts.

Urgency  - Urgency is the extent to which the incident's resolution can bear delay.

Priority - When incident should be resolved.

Priority is generated from urgency and impact according to the following table.

Please Mark Helpful.

Regards,

Rohini S Sane

[Pratima Kalamka]

Hello @thullurishalini ,

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.

Please check how priority look up is set up .Have you check?

If my answer is helpful please mark it as helpful or correct!!

[VishaalRanS]

Hi @thullurishalini 

In ServiceNow ITSM, impact and priority are crucial for managing incidents:

Definitions

• Impact: Measures the extent of disruption caused by an incident.
• Priority: Indicates the urgency of resolving an incident, often categorized from P1 (highest) to P4 (lowest). It is derived from the combination of impact and urgency.

Please refer to the below links for further details:

How the Impact, Urgency, Priority will work. what ... - ServiceNow Community

Define priority lookup rules (servicenow.com)

Thanks, and Regards

Vishaal

Please mark this response as correct or helpful if it assisted you with your question.