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IT Support & Hardware · Foundational

Priority Matrix

A table that derives ticket priority from impact and urgency.

Definition

Impact measures the scope of effect (users, services, business), and urgency measures how quickly resolution is needed. The combination produces priorities such as P1 (critical) through P4 or P5 (low), each with SLA targets. ServiceNow calculates priority from impact and urgency by default.

Example

High impact + high urgency = P1; low impact + low urgency = P4.

Exam tip

Priority is not chosen arbitrarily; it is calculated from impact and urgency.

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