ITIL Incident Priority Template

by Rahulprasad Hurkadli

The ITIL Incident Priority Template is a valuable tool for organizations to manage and prioritize IT incidents efficiently. It helps determine the priority level of each incident and allocate appropriate resources. With this template, you can streamline your incident management process, reduce downtime, and ensure prompt attention to critical incidents. 

Introducing the ITIL incident priority template

The ITIL incident priority template is a tool used to determine the urgency and importance of an incident within the ITIL framework. It helps IT service management teams prioritize and allocate resources effectively and efficiently based on the impact and urgency of the incident.

  • Incident ID: A unique identifier for tracking and referencing the incident.
  • Incident Title: A brief description or summary of the incident.
  • Incident Description: A detailed explanation of the incident, including any relevant information or details.
  • Impact: The potential consequences or effects of the incident on the business and its operations. This falls into the high, medium, or low categories.
  • Urgency: The timeframe within which the incident needs to be resolved. This falls into the high, medium, or low categories.
  • Priority: The overall priority assigned to the incident based on its impact and urgency. This can be categorized as high, medium, or low.

Benefits of using the ITIL incident priority template

  • Consistency: The template helps in establishing a consistent and standardized process for determining the priority of incidents. It provides clear guidelines and criteria for assigning priority levels to incidents, ensuring that everyone follows the same approach.
  • Efficient resource allocation: The template assists in allocating resources effectively by identifying high-priority incidents that need immediate attention. It enables IT teams to prioritize their response and resolution efforts based on the impact and urgency of each incident, ensuring that critical issues are addressed promptly.
  • Improved incident resolution time: By accurately prioritizing incidents using the template, IT teams can focus their efforts on resolving high-priority issues first. This helps in reducing the time it takes to resolve incidents, minimizing the impact on business operations and user satisfaction.
  • Enhanced customer satisfaction: By prioritizing incidents based on their impact on business and users, IT teams can ensure that critical incidents affecting customers are addressed promptly. This leads to improved customer satisfaction as users experience minimal disruptions and quickly receive resolutions to their issues.
  • Effective communication and escalation: The incident priority template provides a common language and framework for communicating incident priorities within IT teams and across the organization. It helps in setting clear expectations and facilitating effective communication and escalation of high-priority incidents to senior management or specialized teams for timely resolution.

How to use a template effectively.

  • Choose the right template: Browse through the available templates and select the one that best suits your needs. Consider factors such as design, functionality, and compatibility with your software.
  • Download the template: Click on the download button provided on the website and save the template file to your computer. Ensure that it is compatible with the software you're using (e.g., Microsoft Word, Excel, PowerPoint).
  • Familiarize yourself with the template: Open the downloaded file and go through each element of the template, including sections, placeholders, and formatting. This will help you understand how the template works and how you can customize it to your requirements.
  • Customize the template: Start populating the template with your own content, such as text, images, or data. Modify the design elements, fonts, colors, and layout as needed. Take advantage of the placeholders or guidance provided in the template to ensure you include all the necessary information.

Challenges in setting incident priorities manually

  • Lack of objective criteria: Setting incident priorities manually may lead to subjective decision-making, as there may not be any objective criteria or guidelines to follow. This can result in inconsistent or biased prioritization, potentially affecting the effectiveness of incident response.
  • Time-consuming: Manually setting incident priorities can be a time-consuming task, especially in large organizations with numerous incidents. Incident responders may spend a significant amount of time analyzing and deciding on the priority of each incident, which delays incident resolution and potentially impacts the overall response time.
  • Lack of context: Without automated tools or systems to gather and analyze incident data, it can be challenging to get a holistic view of the incident landscape. Incident responders may have limited information to consider when manually setting priorities, potentially leading to inaccurate or misinformed decisions.
  • Human error: Manually setting incident priorities leaves room for human error. Incident responders may make mistakes or overlook critical factors when assessing incident severity or impact. These errors can result in inadequate prioritization, leading to misallocation of resources or inadequate response to high-priority incidents.
  • Limited scalability: Manual incident priority setting becomes increasingly difficult to manage as the number of incidents grows. As the workload increases, incident responders may become overwhelmed, making it harder to consistently assign accurate priorities and respond effectively to all incidents.


Can greatly enhance efficiency and effectiveness in resolving and managing incidents. By investing in tools that automate and streamline incident logging, tracking, and resolution, organizations can reduce response times, minimize downtime, and improve customer satisfaction. These tools can provide real-time visibility into incident status, enable collaboration among IT teams, and facilitate the identification of underlying root causes.