Gartner Research

Redesign IT Service Desk Incident Prioritization to Meet Business Expectations

Published: 12 May 2017

ID: G00327681

Analyst(s): Hank Marquis , Chris Matchett , Kenneth Gonzalez


IT service desks need to resolve incidents quickly; however, they often misallocate resources, due to poorly designed incident prioritization schemes. I&O leaders need to allocate resources more effectively to meet business needs with flexible and responsive methods of prioritizing incidents.

Table Of Contents
  • Key Challenges



  • Adapt Incident Prioritization to Reflect How the Support Organization Will Respond
  • Establish Incident Priority by Combining Multiple Impacts With PBA
    • Example Use Case

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.