![]() ![]() ![]() The problem is caused by incorrect or inoperable functions in the SAP system that are not required daily, or are rarely used.įurther interesting information may be found here. The problem is caused by incorrect or inoperable functions in the SAP system.Īn incident should be categorized with the priority "low" if the problem has little or no effect on normal business processes. The incident is to be processed as quickly as possible because a continuing malfunction can seriously disrupt the entire productive business flow.Īn incident should be categorized with the priority "medium" if normal business processes are affected. For example users cannot access the system, a go-live cannot be completed, users complete data is not accessible, etc. The Eisenhower matrix is a simple priority matrix that has a time management focus. This is caused by incorrect or inoperable functions in the SAP system that are required immediately. Some people use these terms interchangeably, but a priority matrix is a broader framework that’s more versatile than the Eisenhower matrix model. A typical ITIL incident priority matrix will look like the following: As you can see, there are three levels of impact and three levels of urgency, and combining them gives five potential priority scores, which will help triage incidents effectively.
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