We'll ensure critical tasks are completed in the shortest time possible.Service desk agents shouldn't spend time nor effort figuring out what to do next when they complete a task.We'll prevent arbitrariness and subjectivity from getting in the way when determining tickets priority.Our tickets will be automatically prioritized.
Pros and cons of establishing a prioritization matrix in Jira Service Management Pros: The Severity determines the level of service degradation that the incident we are facing will cause.When talking about Impact, we'll refer to what determines how many people or how much activity is affected within the team.Let's define these two concepts before we continue to establish our priority matrix: Personally (and this criteria is debatable), the concept of urgency might be subjective that's why I prefer to use the term severity. The most common approach for this prioritization matrix application is through a two-dimensional system illustrating the impact on one axis and the severity on another. Having a priority matrix defined, agents will not spend time nor effort determining which task to work with next instead, they will tackle the next highest priority task in the work queue. But first: What is a prioritization matrix?Ī prioritization matrix is a tool that enables an objective, consensual, and unambiguous way to determine and rank which main tasks the team shall invest their efforts in, in our case, applied to the Information Technology Services Management (ITSM) area, to deliver an effective service to customers. Let's go through this proposal to build a prioritization matrix for JSM. Here's where the prioritization matrix or priority matrix comes into play in JSM, we don't have a way to implement the matrix for our cash flow incidents, for example.
The priority should not be left to the user's discretion or the agents the priority should be established based on the initial establishment of objective criteria agreed by the team. It is usual to find the mistake of including this field in the input form of the user portal. Jira Service Management (JSM) brings by default a system field called "Priority" that serves us perfectly to model this concept.
PROJECT MANAGEMENT PRIORITY MATRIX HOW TO
This process affects equally the customer and the team handling the ticket that's why we'll explain how to create a prioritization matrix or priority matrix that allows taking quick and accurate decisions when receiving a ticket in Jira Service Management environment. Having prioritization standards at a service desk or helpdesk it's decisive when it comes to boosting productivity.
0 kommentar(er)
