Service request priority matrix full#
Service request priority matrix password#

Request: This is typically something that is more of an annoyance than a work stoppage, like a single user is unable to print.We use a 3x3 matrix to help identify the severity, which is then classified in one of four categories: We look at the urgency and impact of an issue on a simple scale of Low, Medium, High. The other factor impacting how quickly we address a ticket is the issue severity. Since our agreements are month-to-month, itвЂ™s possible for a customer to change agreement types if they need a faster response time. Unfortunately, we cannot guarantee how long it will take to solve an issue (we wish we could!).

Please note, this is how quickly we will start working on the ticket. For the highest priority customers, the following table is a reasonable representation of our response times (these are maxiumums - internally, we shoot for much faster times!): When our clients sign an agreement, it includes a Service Level Agree (SLA) that outlines how quickly we will respond to their tickets.

Time & Material вЂ“ Customers in this agreement just pay for the hours they use each month.

Block Time вЂ“ In this agreement, customers pay a set fee for a block of hours towards IT support.

Customers in these agreements have the highest priority.

Service request priority matrix full#

All You Can Eat вЂ“ This is our full retainer agreement.We offer a few different levels of agreements for our IT support clients, which affect priority: One of the factors impacting how quickly we address a ticket is the type of agreement the client is in.

We use a few different criteria, the main being client agreement and issue severity. Our dispatcher and service team leadership have to decide in what order these tickets are worked on (hint: itвЂ™s not first come, first serve) and who will work on them. Managing and prioritizing these tickets is a job in itself.

Service request priority matrix password#

Tickets can be anything from a password reset for a user to printer issues for a department to a server outage affecting an entire company. Some days that number can be much higher. On average, we receive about 40 new service requests (we call them вЂticketsвЂ™) a day.