Service Request Prioritization Template

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Manage your IT service requests effectively with the Service Request Prioritization template. This template uses a Priority Matrix to help field service technicians focus on urgent and important tasks, ensuring that critical IT issues are addressed first.

By prioritizing service requests based on urgency and importance, you can streamline your workflow, improve efficiency, and ensure timely resolution of important tasks. This template includes a comprehensive list of tasks and subtasks, from handling critical system failures to routine maintenance and user training sessions.

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Service Request Prioritization for Priority Matrix

Service Request Prioritization in Priority Matrix

Prioritize IT service requests based on urgency and importance to ensure timely resolution of critical issues.

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Proposed Tasks

Urgent and Important

  • Critical system failure due in 1 day
    ☐ Identify the issue ☐ Find the solution ☐ Implement the solution
  • Emergency patch installation due in 1 day
    ☐ Receive patch ☐ Test patch ☐ Install patch
  • Server backup due in 2 days
    ☐ Prepare the server ☐ Perform backup ☐ Verify backup
  • Network security audit due in 2 weeks
    ☐ Prepare audit plan ☐ Conduct audit ☐ Report findings

Important, Not Urgent

  • User training session due in 1 week
    ☐ Prepare materials ☐ Schedule session ☐ Conduct training
  • Routine system maintenance due in 2 weeks
    ☐ Plan the maintenance ☐ Notify users ☐ Perform maintenance
  • IT equipment procurement due in 1 month
    ☐ Identify needs ☐ Request quotes ☐ Place order

Urgent, Not Important

  • Software update due in 3 days
    ☐ Prepare the update ☐ Inform users ☐ Install the update

Not Urgent, Not Important

  • Inventory check due in 3 weeks
    ☐ Gather inventory data ☐ Analyze data ☐ Report findings
  • Non-critical hardware replacement due in 1 month
    ☐ Order hardware ☐ Prepare for installation ☐ Replace hardware