KNOWLEDGE BASE
Priority (ITIL)
Priority identifies the relative importance of an event and it identifies required times for actions to be taken. Priority is
based on 2 axis: Impact and Urgency.
Impact
Urgency
Priority Matrix
Service Levels
Impact
Description
Scope
Number of customers impacted
Extensive
There is significant business service impact because multiple customers are
affected by the change.
Widespread
Multiple
Significant
There is clear service impact because at least one customer is affected by the
change.
Large
More than one
Moderate
There is little impact on current services because no customers are affected
as a result of the change
Limited
None
Minor
No customers are affected by the change.
Local
None
Urgency
Description Scope
Critical
The change is immediately necessary to prevent severe business impact.
High
The change is needed as soon as possible because of potentially damaging service impact.
Medium
The change will solve irritating problems or repair missing functionality. This change can be scheduled.
Low
The change will lead to improvements, changes in work flow, or configuration. This change can be scheduled.
Impact/Priority
Critical
High
Medium
Low
Extensive
P1
P1
P2
P4
Significant
P1
P2
P3
P4
Moderate
P2
P2
P3
P4
Minor
P2
P3
P3
P4
Priority
Service Level
P1
80% in x time
100% in y time
P2
80% in x time
100% in y time
P3
80% in x time
100% as scheduled
P4
100% as scheduled
