Problem Management Impact and urgency matrix

[moseth]

Hello everyone,

I am wondering if there is a problem management impact and urgency matrix that someone has already developed that they would be willing to share? I am in process of standing up the PM process for my company and this would be extremely helpful.   thank you for the assist.

Michael

[Chuck Tomasi]

Hi Michael,

I recommend starting the lookup table similar to the incident one provided out of the box then fine tune it as needed.

Data Lookup and Record Matching Support - ServiceNow Wiki

[moseth]

Got it.. I like it. Thank you Chuck

Michael

[Chuck Tomasi]

Let me know if that answered your question. If so, please mark it as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list. Thank you

[jstoecklein · Accepted solution]

Hi Michael,

The Incident priority table is super helpful (the link Chuck provided), and is aligned to the ITIL-based Priority Matix. The matrix is based on this formula: Impact + Urgency = Priority.

Impact is the measure of the degree of service failure caused by an Incident or Problem.

Urgency is the measure of business criticality.

Scope typically defines impact (how big is this), time typically defines urgency (how fast do we fix it). Keep in mind that these are measures that should be set and agreed throughout your organization in order to be effective. They probably already are if you have an existing Incident process that uses the Priority Matrix.

If you want to see some good examples and get some ideas, do an internet search for 'ITIL Priority Matrix' and you'll get a ton of results.

Good luck with your Problem Management process!

Jodi Stoecklein

ServiceNow

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