Incident Priority Matrix - Current OOB

[Kirsten3]

Can anyone share the current OOB matrix for incident management, please - we have a customised matrix and want to compare how far off we are.

[Bhuvan]

@Kirsten3 

Below is the out of box incident priority matrix from Priority Lookup Rules dl_u_priority table

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Connectmustaq]

Hi @Kirsten3 ,

 

The out-of-the-box (OOB) matrix for ServiceNow Incident Management typically focuses on these two main elements:

1. Priority Matrix (Impact x Urgency)

2. RACI Matrix (Roles and Responsibilities)

Both matrices define the standard assignment, escalation, and prioritization logic for incidents, and are critical for comparing against custom implementations.

OOB Priority Matrix (Impact x Urgency)

ServiceNow, by default, uses a 3x3 matrix mapping Incident Impact and Urgency to calculate

Priority:

 Urgency: HighUrgency: MediumUrgency: Low

Impact: High	1 (Critical)	2 (High)	3 (Moderate)
Impact: Medium	2 (High)	3 (Moderate)	4 (Low)
Impact: Low	3 (Moderate)	4 (Low)	5 (Planning)

• The actual Priority values and labels may differ based on version or configuration, but OOB follows this pattern. The mapping is driven by Data Lookup Rules on the incident table, using the impact and urgency fields to set the priority field automatically

OOB RACI Matrix (Roles and Responsibilities)

ServiceNow OOB details the RACI (Responsible, Accountable, Consulted, Informed) for key roles in Incident Management:

 

Role R (Responsible) A (Accountable) C (Consulted) I (Informed)

Service Desk Analyst	Incident Logging, Categorization, Resolution		Service Desk Manager, Tier 2/3 Analyst	User, Others
Incident Manager		Overall Incident Process	Service Desk Manager
Tier 2/3 Analyst	Escalated Resolution, Reporting
User	Incident Reporting			Can view status

• The OOB RACI also specifies which group or person is responsible for each action step in the process, such as logging, assignment, resolution, and closure

If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.

 

Thanks & Regards,

Mohammed Mustaq Shaik - ServiceNow Consultant - Lets connect on Linkedin:https://www.linkedin.com/in/shaik-mohammed-mustaq-43ab63238/

[Ankur Bawiskar]

@Kirsten3 

it's clearly mentioned in DOCS

Define priority lookup rules 

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