Incident Priority Matrix

High (H)

• The damage caused by the Incident increases rapidly.

• Work that cannot be completed by staff is highly time sensitive.

• A minor Incident can be prevented from becoming a major Incident by acting immediately.

• Several users with VIP status are affected.

Medium (M)

• The damage caused by the Incident increases considerably over time.

• A single user with VIP status is affected.

Low (L)

• The damage caused by the Incident only marginally increases over time.

• Work that cannot be completed by staff is not time sensitive.

High (H)

• A large number of staff are affected and/or not able to do their job.

• A large number of customers are affected and/or acutely disadvantaged in some way.

• The damage to the reputation of the business is likely to be high.

• Someone has been injured.

Medium (M)

• A moderate number of staff are affected and/or not able to do their job properly.

• A moderate number of customers are affected and/or inconvenienced in some way.

• The damage to the reputation of the business is likely to be moderate.

Low (L)

• A minimal number of staff are affected and/or able to deliver an acceptable service but this requires extra effort.

• A minimal number of customers are affected and/or inconvenienced but not in a significant way.

• The damage to the reputation of the business is likely to be minimal.

   H   

   M   

   L   

Urgency

   H   

   1

   2

   3

   M   

   2

   3

   4

   L   

   3

   4

   5