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ServiceNow Incident Categories, Priority Matrix and Assignment Rules

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Define how incidents are classified and routed.

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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.

Design incident classification for an IT service desk using ServiceNow concepts. Services we support: [SERVICES]. Teams and hours: [TEAMS_AND_HOURS]. Problems with today's categories: [PROBLEMS]. Service targets: [TARGETS].

Classification should help routing and reporting, not become a burden. Propose a category and subcategory list of no more than 12 categories with definitions, a priority matrix of impact by urgency as a table with an example in each cell (high impact and high urgency is Priority 1 with a response target such as 15 minutes), assignment groups, escalation rules, and the information an incident must contain. Write a short agent guide: how to decide impact, how to record updates, and how to resolve with a code. Test scenarios: 20 users cannot sign in (high impact) and one user's printer is offline (low). Measures: first response time, resolution time and reopen rate. Check field names and process features against my instance with the platform administrator, and tag anything uncertain [VERIFY].

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Invented priority matrix (impact by urgency). High impact (many users) and high urgency: Priority 1, respond in 15 minutes, update every 30. High impact, medium urgency: Priority 2. Medium impact, medium urgency: Priority 3, respond in 4 hours. Single user, low urgency: Priority 4.
Scenarios: 20 users cannot sign in, work stopped: Priority 1. One user's printer offline: Priority 4. A shared report is slow but usable: Priority 3. Categories (example): Access, Email, Network, Hardware, Software, Other; 'Other' should stay below 5 percent of tickets.

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