ITSM Priority Matrix
IT Incident Triage Guide
$4.99 · Designed for iPad. Not verified for macOS.
ITSM Priority Matrix helps IT service desk teams, managers, and support professionals determine the correct incident priority in seconds - every time, consistently.
Based on the industry-standard Impact x Urgency model (ITIL-aligned), the app gives you a clear, visual priority matrix that eliminates guesswork and ensures your team responds to incidents the right way.
WHAT IT DOES
Select an Impact level (High, Medium, Low) and an Urgency level (High, Medium, Low) to instantly highlight the correct Priority - from Emergency requiring immediate response, down to Low priority with a 3-business-day SLA.
Each cell shows the priority level, SLA target, and recommended action so your team always knows exactly what to do next.
KEY FEATURES
- Visual 3x3 priority matrix - tap Impact and Urgency to highlight the matching priority instantly
- Built-in definitions - expand the Impact & Urgency guide to understand exactly what each level means
- Fully customizable - edit priority labels, SLA targets, recommended actions, and example tickets to match your organization's standards
- Custom branding - add your organization's logo to the header
- Share as Image - export the matrix as a high-resolution image to share in Teams, Slack, email, or print
- Import & Export - back up and share your custom matrix configuration as JSON
- Works offline - no account, no subscription, no internet required
BUILT FOR
- IT Service Desk teams and analysts
- IT Managers and Service Delivery Managers
- Help Desk and Support Center leads
- MSPs and IT consultants
- Anyone following ITIL or ITSM frameworks
DEFAULT PRIORITY LEVELS
Emergency - High Impact / High Urgency - Immediate (1 hour)
High - High Impact / Medium Urgency or Medium Impact / High Urgency - 4 hours
Medium - Medium Impact / Medium Urgency or Low Impact / High Urgency - 1 business day
Low - Low Impact / Low Urgency - 3 business days
All labels, SLAs, and definitions are fully editable to match your team's specific service level agreements and policies.
Purchase once. No subscription. No account required.
Ratings & Reviews
- This app hasn’t received enough ratings or reviews to display an overview.
Fixed app icon naming to include a space
The developer, Michael Delany, indicated that the app’s privacy practices may include handling of data as described below. For more information, see the developer’s privacy policy .
Data Not Collected
The developer does not collect any data from this app.
Accessibility
The developer has not yet indicated which accessibility features this app supports. Learn More
Information
- Seller
- Michael Delany
- Size
- 914.4 KB
- Category
- Business
- Compatibility
Requires iOS 16.0 or later.
- iPhone
Requires iOS 16.0 or later. - iPad
Requires iPadOS 16.0 or later. - Mac
Requires macOS 13.0 or later and a Mac with Apple M1 chip or later. - Apple Vision
Requires visionOS 1.0 or later.
- iPhone
- Age Rating
4+
- 4+
- Copyright
- © 2026 Michael Delany
