ITSM Priority Matrix

ITSM Priority Matrix helps IT service desk teams, managers, and support professionals determine the correct incident priority in seconds - every time, consistently. Based on the industry-standard Impact x Urgency model (ITIL-aligned), the app gives you a clear, visual priority matrix that eliminates guesswork and ensures your team responds to incidents the right way. WHAT IT DOES Select an Impact level (High, Medium, Low) and an Urgency level (High, Medium, Low) to instantly highlight the correct Priority - from Emergency requiring immediate response, down to Low priority with a 3-business-day SLA. Each cell shows the priority level, SLA target, and recommended action so your team always knows exactly what to do next. KEY FEATURES - Visual 3x3 priority matrix - tap Impact and Urgency to highlight the matching priority instantly - Built-in definitions - expand the Impact & Urgency guide to understand exactly what each level means - Fully customizable - edit priority labels, SLA targets, recommended actions, and example tickets to match your organization's standards - Custom branding - add your organization's logo to the header - Share as Image - export the matrix as a high-resolution image to share in Teams, Slack, email, or print - Import & Export - back up and share your custom matrix configuration as JSON - Works offline - no account, no subscription, no internet required BUILT FOR - IT Service Desk teams and analysts - IT Managers and Service Delivery Managers - Help Desk and Support Center leads - MSPs and IT consultants - Anyone following ITIL or ITSM frameworks DEFAULT PRIORITY LEVELS Emergency - High Impact / High Urgency - Immediate (1 hour) High - High Impact / Medium Urgency or Medium Impact / High Urgency - 4 hours Medium - Medium Impact / Medium Urgency or Low Impact / High Urgency - 1 business day Low - Low Impact / Low Urgency - 3 business days All labels, SLAs, and definitions are fully editable to match your team's specific service level agreements and policies. Purchase once. No subscription. No account required.