If you share the priority matrix with your customers, then they will be able to understand why particular incidents are dealt with before others. In turn, this will improve the satisfaction of the customers for your services. This will provide them with the confidence to do what they think is right, as the priority matrix will be used in the same way by all staff. Determining the most appropriate priority using the matrix will allow your staff to be consistent in how they decide what task to address in which sequence. This includes managing incidents, problems, changes, and projects. Using a priority matrix will help you to deal with tasks in the best overall order for the business. What are the benefits of using a priority matrix? Some organizations refer to a priority matrix as an ‘Impact and Urgency matrix’. These simple terms can be challenging to apply in real-life situations, so a good practice is to supplement a priority matrix with guidelines and examples.
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A priority matrix can also help to change the attitude and behaviors of support teams, and help them to learn how to correctly prioritize tasks and actions.Ī priority matrix typically uses the characteristics of ‘Impact’ and ‘Urgency’.
Using a priority matrix means that high priority tasks can be easily identified and promptly actioned, whilst allowing tasks with a lower priority to be dealt with at a slower pace but still within an acceptable timeframe. The outcome of using a priority matrix in this way is that teams can consistently define the order that they should deal with tasks and actions.Ī priority matrix provides an easily communicated overview of how the organization has defined what its priorities are in day to day management of issues and challenges. The priority is determined by mapping the situation being faced to these values in the matrix. As the title suggests, it uses a matrix to determine the priority that contains pre-defined values for two different characteristics, with one on each axis of the matrix. A priority matrix is a technique in IT service management (ITSM) that can be used to determine the priority of one task over others.
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