Matrices for Decision-Making in Task Processing

The ITSM application offers a range of matrices to facilitate decision-making when processing tasks. These matrices help determine the priority, risk, and impact of ITSM entities more accurately.

To view and set up the matrices, navigate to Matrices Configuration in the menu. To do so, you need to have the matrix_manager role.

Priority Management

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In this article, you will learn how the Priority Matrix helps calculate tickets' priority. You will also learn how to customize this matrix for your business processes.

Risk Matrix

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Read this article to learn how the Risk Matrix calculates change risks, as well as how to configure this matrix.

Impact Matrix

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In this article, you can find out about how incidents' impact is determined using the Impact Matrix, and also learn how to customize this matrix.