Solution: Implement an impact/urgency priority matrix Low and High priorities are only used for outliers. A vague and unintuitive prioritization system causes agents to pick a default priority, in this case medium, for the majority of incidents. This lack of detailed information actually leads to our second cause, as this translates to the service desk agents. It does not tell you whether an incident leans more towards medium-low or medium-high. First, the medium priority is used as a catch-all category, covering a way too wide spectrum of topics and situations to properly reflect the connection between priority and SLA. Data analysis performed on real-world service desk data sets has shown us that the vast majority-often over 90%-of incidents are medium priority. The system is relatively simple and clear in its intent, but it does not meet expectations when exposed to the complexities of active service desk environments. Service desk incident prioritization is traditionally done through assigning a ticket a low, medium, or high These prioritizations are typically also linked to SLA assignment, with resolve time expectations linked to the assigned priority. These can really help you mature your service desk operations.ДЎ. After analyzing thousands of incidents across service desks, our data experts have identified three problem areas-the hidden gems-and their solutions. By analyzing data structures and quality from your existing systems, hidden patterns and opportunities come to surface that you can use to improve productivity and reduce costs.

In our previous blog, we introduced Service Desk Data Diagnosis, our take on building solid ServiceNow ITSM business cases to make work flow at your service desk.

Servicenow priority matrix