Resource management Find the best project team and forecast resourcing needs.Intelligent workflows Automate business processes across systems.Governance & administration Configure and manage global controls and settings.Streamlined business apps Build easy-to-navigate business apps in minutes.Integrations Work smarter and more efficiently by sharing information across platforms.Secure request management Streamline requests, process ticketing, and more.Process management at scale Deliver consistent projects and processes at scale.Content management Organize, manage, and review content production.Workflow automation Quickly automate repetitive tasks and processes.Team collaboration Connect everyone on one collaborative platform.Smartsheet platform Learn how the Smartsheet platform for dynamic work offers a robust set of capabilities to empower everyone to manage projects, automate workflows, and rapidly build solutions at scale.It does need to be fixed, but should not be prioritized above higher impact tasks. These sorts of issues are most likely to be things like spelling errors or typos on one of the organisation’s web pages. Low importance tasksįinally, ‘low’ priority tasks ( < P6) consist of minor issues where no functionality is affected and it’s really mostly a cosmetic issue or minor annoyance. However, they are also clearly not as urgent to fix as some of the other examples we have mentioned. Clearly, these issues are still important in allowing your colleagues in other departments to do their day-to-day tasks. These are often standard IT issues, such as non-functioning printers, or when certain vital applications won’t launch on individual machines. Usually more than one user is affected.Workarounds are available, to some extent.Basic functionality is available, but with some restrictions.‘Normal’ priority tasks usually have priority P3-P5 assigned to them and: Of course, there is a plethora of issues that these factors could encompass, and they are often unique from organization to organization. In context, examples of these kinds of issues would be if a workgroup server crashed, or if a classroom’s technology stops working. Of course, there are many more other guises these critical issues could take, but they should usually include most of the above factors. There are potential legal or regulatory ramifications.Įxamples of these sorts of failures would be network outages, virus infections, order system failure, or email outages.The majority of or all users are affected.

There is little to no functionality and there are no workarounds.

We use up to P7, but this number can differ with the amount of urgency and impact levels you use. Let’s give some real-world examples of what these levels of urgency might correlate to: Critical priority tasksĪ task classed as ‘critical’ (P2 and up) would usually include the following: This is the priority matrix we work with (and that is also used in our tool):įrom the formula given above, we can assign any number of priorities.

“Is this something that risks sinking the entire organization, or something that makes John in Accounting mildly inconvenienced?”Īs for ‘Urgency’, we have found that 3 levels are ideal for most organizations: critical, normal, and low. To use ourselves as an example (because we know our own organization best): at TOPdesk we work with 5 ‘Impact’ levels: organization, location, department, team and person. How critical are these systems/services to the organization?.How many systems or services are affected?.How many users (and what type of user – perhaps VIP users, or part-time staff) are affected?.But how do we decide in the real world what counts towards these factors? Essentially, there are four things to consider, which will help us map out a priority matrix:

When it comes to Incident Management, you may already know that a task’s priority can be determined with the equation ‘Impact x Urgency’.

The priority matrix