IT Service Request Prioritization Template

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Manage and prioritize your IT service requests effectively with this template. Using the Eisenhower method, this project helps you categorize tasks based on urgency and importance, ensuring timely resolutions and maintaining high service standards.

Designed for Service Desk Analysts, this template includes actionable tasks and subtasks to address common IT issues, from system crashes to software upgrades.

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IT Service Request Prioritization for Priority Matrix

IT Service Request Prioritization in Priority Matrix

Efficiently prioritize IT service requests based on urgency and importance using the Eisenhower method.

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Proposed Tasks

Critical and Urgent

  • System Crash due in 1 day
    Address the system crash issue reported by the marketing department.☐ Identify the cause of the crash,☐ Fix the issue,☐ Test to ensure system is working properly
  • Network Connection Issue due in 2 days
    Fix the network connection issue reported by the operations department.☐ Identify the cause of the issue,☐ Fix the issue,☐ Confirm with operations that issue is resolved
  • WiFi Issue due in 2 days
    Fix the WiFi issue reported by the logistics department.☐ Identify the cause of the issue,☐ Fix the issue,☐ Confirm with logistics that issue is resolved

Critical but Not Urgent

  • Software Upgrade due in 3 weeks
    Upgrade the CRM software used by the sales team.☐ Plan for the upgrade,☐ Perform the upgrade,☐ Test the upgraded software
  • Data Backup due in 4 weeks
    Perform regular data backup.☐ Prepare for the backup,☐ Perform the backup,☐ Verify the backup
  • Server Maintenance due in 1 month
    Perform regular server maintenance.☐ Plan for the maintenance,☐ Perform the maintenance,☐ Verify the server is working properly

Not Critical but Urgent

  • Email Issue due in 2 days
    Resolve the email delivery issue reported by the HR department.☐ Diagnose the issue,☐ Fix the issue,☐ Confirm with HR that issue is resolved
  • Printer Issue due in 3 days
    Fix the printer issue reported by the admin department.☐ Diagnose the issue,☐ Fix the issue,☐ Confirm with admin that issue is resolved

Not Critical and Not Urgent

  • New Employee IT Setup due in 1 week
    Setup IT equipment for new employee in the finance department.☐ Prepare the IT equipment,☐ Install necessary software,☐ Deliver the equipment to the employee
  • Software Training due in 2 weeks
    Provide software training to the customer service team.☐ Prepare for the training,☐ Conduct the training,☐ Follow up for any queries