The priority matrix explained

What is a priority matrix?

A priority matrix is a tool used to sort tasks or projects based on a defined set of variables like impact, urgency, effort, and importance. Priority matrices help individuals or teams develop clear action plans by categorizing and prioritizing tasks. 

The priority matrix is a broader concept that offers various methods and variables for prioritizing tasks. It can be as simple or as complex as needed and incorporates multiple dimensions like impact, effort, urgency, and financial implications. 

The Eisenhower matrix is a simple, widely utilized method with just four sections. Complex priority matrices can offer more precision by adding rows and columns to identify which tasks should be given priority. For example, priority matrices in ITIL (the Information Technology Infrastructure Library) often have more than four quadrants. 

Why does this work? Details allow for a more nuanced assessment. In time-sensitive or high-stakes environments, these matrices often focus on variables like “impact” and “urgency” to facilitate decision-making. 

A basic priority matrix has these quadrants:

High Impact and High Effort

Time-consuming but crucial tasks. For example, migrating your entire data center to the cloud falls into this quadrant. It requires extensive planning and resources but can improve your IT infrastructure's efficiency and scalability.

High Impact and Low Effort

These tasks provide a big payoff for less work. For example, implementing a password manager across your company might take only a short time to set up, but it significantly improves cybersecurity.

Low Impact and High Effort

These tasks take a lot of work but don't offer much in return. For example, manually updating old code comments might take a long time but doesn't dramatically improve the system's functionality.

Low Impact and Low Effort

Tasks in this quadrant might be things like cleaning up old email distribution lists. They're simple tasks and don't have a big impact, but they maintain order in your communication channels.

By understanding where each task falls on this matrix, you can develop a clearer action plan, prioritizing the tasks that offer the most benefit for the least amount of effort and time.

What are the benefits of using a priority matrix?

Prioritize well and you’ll see benefits in multiple areas, including:

Decision-making

Prioritization streamlines decision-making by clearly identifying which tasks or choices are most important and urgent.

59% of employees and business leaders in a study by Oracle and Seth Stephens-Davidowitz admitted they face a decision dilemma—not knowing what decision to make—more than once every day. The frequent experience of decision paralysis can lead to stress, wasted time, and even missed opportunities.

On the flip side, prioritization can be vital in professional settings when faced with multiple competing tasks. 

Imagine this: A project manager in a tech company has to choose between finalizing a software release and addressing customer requests.

The manager determines that addressing high-impact bugs would increase customer satisfaction. These outcomes are far more important and impactful than rushing the new release.

This targeted approach leads to a better use of resources, reduced stress among team members, and ultimately, better results for the company. This way, prioritization cuts through indecision and focuses on what truly matters.

Strategic planning

Prioritization aligns tasks and resources with organizational goals and ensures teams tackle the most impactful and urgent objectives first.

It’s estimated that 67% of well-formulated strategies fail due to poor execution.

A strategy, no matter how well-formulated, is a plan. And that plan is only as good as its execution. 

The failure rate shows that the breakdown often happens not in the planning phase, but in the execution phase. Prioritization comes into play here as a critical bridge between strategy and action.

Suppose a healthcare startup faces a pivotal decision: choose between fast-tracking the telemedicine service or diversifying its portfolio with additional in-person services. 

Through prioritization, the team realizes that launching telemedicine would both address an immediate market need and align with their long-term strategic objectives. In this way, prioritization enabled the startup to make informed decisions that accelerated its success.

Communication

Using a priority matrix helps staff determine task sequence in a consistent manner, which fosters a shared understanding across the team. Because everyone uses the matrix the same way, individual team members gain confidence in their decision-making.

The consistent approach to task prioritization also boosts customer satisfaction. When customers understand how you set priorities, they’re more likely to appreciate why your team resolves certain incidents before others.

A priority matrix can also bridge gaps between different organizational units. IT, ITSM, and the broader business can all benefit. Creating the matrix as a collaborative effort ensures everyone understands each other's criteria for setting priorities, which can significantly improve working relationships.

Types of priority matrices

There are several types of priority matrices you can explore based on the specific needs of your project or organization. Here are a few common ones:

Eisenhower matrix

The Eisenhower matrix is a type of priority matrix with a simple, four-quadrant structure. Popularized by President Dwight D. Eisenhower, this matrix categorizes tasks into “Urgent and Important,” “Important but Not Urgent,” “Urgent but Not Important,” and “Neither Urgent nor Important.” This is a great tool for day-to-day personal or professional use but may lack the nuance needed for more complex decision-making scenarios.

The Kano model is specifically designed for product development and customer satisfaction. It categorizes features or tasks into five main categories: 

• Basic needs

• Performance needs 

• Excitement needs

• Indifferent

• Dissatisfaction

Teams should use the Kano model when they need guidance prioritizing different types of features for product development. Here’s where it works really well: balancing minimum-threshold features, performance features, and customer-delight features. 

Based on this approach, you can determine the performance attributes that you should invest in immediately and build the essential baseline features. Plus, it pinpoints those "Wow!" elements that impress customers without breaking the bank. 

A risk assessment matrix is best for risk management scenarios, project planning, and safety assessments. This matrix concentrates on two main variables: the likelihood that an event will occur and the potential impact or severity if it does occur.

Grids are usually color-coded, with the vertical axis representing impact (from low to high) and the horizontal axis representing probability (from unlikely to almost certain). 

A risk assessment matrix enables organizations to clearly see which risks are urgent. From here, teams can develop plans for risk mitigation and allocate resources more effectively. This is particularly useful in industries like construction and healthcare, where safety is an ongoing concern. A risk assessment matrix provides a structured way to tackle uncertainties, enabling you to confidently make decisions and plan ahead.

What are the 5 levels of prioritization?

A numerical scale standardizes how tasks or projects are classified across teams. This shared language of prioritization clarifies what needs to be done first and why for team members.

• Priority 1: Tasks or projects at this level have a critical impact on the organization. These are typically essential functions or are compliance-related. They require immediate attention and action—failing to address these tasks will often have major negative consequences. 

• Priority 2: These high-impact tasks may not be as time-sensitive as Priority 1 tasks. However, they’re still important for your strategic objectives or high-level operations. Once you address your Priority 1 tasks, these are next in line.

• Priority 3: Tasks at this prioritization level are important but not urgent. Priority 3 contributes to long-term goals and the overall well-being of the project or organization, but they can typically afford to wait for higher-priority tasks.

• Priority 4: These tasks have a moderate or low immediate impact but are worth doing if time and resources allow. You can usually postpone them without immediate negative consequences. That said, it’s best to revisit and re-evaluate them regularly.

• Priority 5: The lowest-priority tasks typically have the least immediate impact on the organization or project. They could be considered "nice-to-haves" but are nonessential. You can often defer or even remove them from the to-do list if resources are limited.

How many priorities should you have?

The number of priorities you should have can vary depending on the scope of your project, the size of your team, and the timeframe in which you're working. However, it's generally advisable to limit your top priorities to a manageable number to ensure focus and effective execution. Here are some general guidelines:

For individuals

Individuals may find it most effective to concentrate on three to five top priorities at a given time. Spreading yourself too thin can lead to decreased quality of work and increased stress.

For teams

A team might expand the scope to five to 10 top priorities depending on the diversity of roles and responsibilities. The key is that all team members are aligned on what these priorities are.

For organizations

At an organizational level, the number of top priorities can vary even more, but it's often recommended not to go beyond five to seven key strategic priorities. Too many priorities can dilute focus and make it challenging to allocate resources effectively.

Agile or fast-paced environments

In Agile or fast-paced environments, priorities might shift more frequently, but the principle of limiting top priorities remains the same. Teams usually focus on the most critical tasks for the current sprint or project phase.

Having too many priorities is often a sign of poor focus and can lead to ineffective execution. The fewer priorities you have, the more you can concentrate your efforts to produce quality outcomes. Remember, the goal is not to work on everything but to work on the most impactful tasks that align with your goals.

How to use a priority matrix

Data-driven decisions in project management become manageable when you use a priority matrix. Here’s a step-by-step guide if you're new to this powerful framework.

1. Create a list

Start with a fundamental step: Make a comprehensive list of items that require prioritization. Writing down everything provides a visual overview and makes it easier to sort tasks. Include elements like: 

• Tasks that need completion ("Finish Project X")

• Meetings you have scheduled ("Team check-in on Tuesday")

• Client calls that need to be made ("Call Client Y about contract")

You can even go a step further and create separate lists for different spheres of life or work. 

For example, have one list for professional obligations like project deadlines and client meetings, and another for personal commitments like doctor appointments or family events. 

Professionally, you can have a list of external obligations (client meetings, vendor calls) and another for internal work tasks (finishing a report, team training).

For an IT professional, the to-do list might look like this:

• Professional internal: Finish server upgrade by Wednesday, debug application code 

• Professional external: Meeting with cybersecurity consultant about Q4 updates, vendor call for firewall maintenance 

• Personal: Dentist appointment on Friday, sibling's graduation ceremony on Sunday

Creating distinct lists helps in later stages when mapping these items into your priority matrix. This separation provides a more structured and segmented view to better manage your time and resources.

2. Identify your criteria

What comes next is understanding what factors will guide your choices in prioritizing these tasks. Consider what characteristics would elevate a task to high priority status when selecting these factors. Would it be:

• Its level of critical importance?

• The potential ripple effects or impact?

• The hours needed to complete it?

• The energy and focus it demands?

• Its fast-approaching deadline?

Choose the two criteria that resonate most with the nature of your tasks. 

For example: if your list includes many deadline-driven tasks, select “time sensitivity”; if your tasks require varying amounts of energy, select “effort needed.”

An IT professional might focus their criteria on “impact on system stability” and “urgency for business continuity.” These criteria prioritize tasks like patching security vulnerabilities, which have a more immediate impact on the system, over tasks like software updates that can wait without affecting business operations. These factors ensure that your priority matrix becomes a custom-fit solution for time management tailored to your unique set of tasks.

3. Create your matrix

With your to-do list and criteria in hand, you're ready to craft your priority matrix. A more detailed structure is often better for priority matrices than a simple 2x2 grid like the Eisenhower matrix.

The complex matrices still focus on two main criteria, but they assign numerical values to tasks. 

Why does this work? Simple: You prioritize more granularly. 

For example, a 5x5 matrix could rate tasks from 1 to 5 in both “potential for customer engagement'” and “due this month,” with 1 being the highest priority. Numerical approaches make it easier to prioritize tasks, especially in situations where tasks may seem equally important but differ in urgency or impact. In such nuanced situations, complex priority matrices offer a more precise tool for making decisions.

4. Assign tasks in the matrix

The matrix is just a grid until you begin assigning tasks to its cells. Here’s where your prior professional experience becomes extremely valuable. 

Having a history of similar tasks gives you an estimate of how much effort or time a specific task might demand. As an example, if you've done website updates before, you know how much time is usually needed, who needs to be involved, and what could go wrong.

For example, prior experience dictates that a website update, while important, doesn't usually have immediate customer impact and takes a week to implement. 

You could place it in a cell marked 3 for “potential for customer engagement” and 4 for “due this month.” On the flip side, their experience shows that social media campaigns often generate quick, impactful results. This task might be placed in a cell marked 1 for both criteria.

The priority matrix evolves from a static tool into a dynamic framework that not only helps with prioritizing current tasks but refines your approach for future ones, too.

5. Execute and monitor progress

Execution involves delegating tasks to team members or setting specific milestones for yourself. At this point, the matrix is a living document that lets you track progress, pivot as needed, and monitor results. 

You should also re-evaluate your priorities periodically, especially if unforeseen circumstances affect your initial evaluations.

For example, suppose you delegate the website update to a junior team member and lead the urgent social media campaign. Throughout the week, the social media campaign generated even higher engagement than expected. Due to the unexpected success, you may move it up on the priority matrix due to its increased significance.

Execution is not a “set it and forget it” operation—the priority matrix is meant to be adaptive. You recalibrate your approach based on real-world results and new priorities.

Priority matrix use cases in ITIL processes

ITIL offers a systematic approach to IT service management. Using a priority matrix improves decision-making across distinct processes and leads to effective service delivery and management.

Incidents

Incidents in ITIL often require immediate attention to minimize disruption to business operations. A priority matrix tailored for incident management processes sorts incidents based on variables like “impact on business” and “time sensitivity.” 

You might categorize a server going down as extremely impactful and highly time-sensitive. This warrants immediate attention.

Trax is a global technology company providing services like merchandising and analytics to customers in over 90 countries. The company managed multiple service level agreements (SLAs) for different incident categories.

Freshservice helped Trax establish distinct SLA rules tailored to these diverse incident categories. Trax prioritized more critical tickets, moving them up the queue for immediate attention. The incident management software features unified the dashboard. This allowed Trax to monitor requests across different business units and categories. 

The result? Real-time information on ticket status, approvals, and resolution times enhanced their control over SLA management.

Problems

While incidents are usually urgent, problems in ITIL are conditions or underlying issues that could lead to incidents. A priority matrix for problem management focuses on variables like “potential for future impact” and “complexity of resolution.”

A recurring software glitch might not cause immediate disruption but can potentially escalate into a bigger issue. Tagging it as a higher-priority section of the matrix ensures the IT team can allocate time for a deep investigation, working to prevent future incidents.

Changes

Change management ensures that any modifications to the system or software are implemented without disruptions. A priority matrix in this context might weigh variables like “necessity of change” against “risk of implementation.” You can also use it for release management, the process of planning, scheduling, and controlling the movement of software from development to a live environment.

ADvTECH, Africa's largest private education provider, faced challenges with its previous service desk that lacked the flexibility and customization options needed. Since it serves thousands of school and university students across Africa, service disruption was not an option. 

ADvTECH implemented Freshservice to optimize its change management processes. This included automated notifications for tracking change requests and intelligent workflows for ticket routing based on system, priority, and category. 

Service continuity management

Service continuity management is about preparing for and responding to service interruptions. It falls under IT service management (ITSM)—a set of practices and processes designed to align the delivery of IT services with the needs of the organization and its end users.

A priority matrix can help by evaluating variables like “likelihood of service disruption” and “business criticality.” A cloud storage solution might be high on the matrix due to its critical role in business operations, while a less-critical internal tool might sit lower on the matrix. This helps the IT department know where to focus their backup and recovery strategies to ensure continuity in case of disruptions.

Best practices for creating and using a priority matrix 

Follow these best practices to get the most out of your priority matrix:

• Use specific criteria for "urgent" and "important": Define what "urgent" and "important" mean within your specific context. For example, label tasks as urgent if they need to be completed within 24 hours and as important if they align with your quarterly goals. Make these definitions clear in team meetings and document them so everyone is on the same page.

• Set update reminders: Schedule reminders to prompt a regular review and update of your matrix. Whether daily, weekly, or monthly, this keeps your matrix aligned with reality. Automated reminders can ensure this becomes a habit rather than a neglected good intention.

• Integrate with project management tools: Integrate your priority matrix directly into your project management software. Integrations enable you to centralize all planning and execution efforts, making it easier to monitor and adjust as necessary.

• Create a standard operating procedure (SOP): Document the steps for using the priority matrix and share this SOP with your team. Having a set protocol helps eliminate ambiguity and enhances consistency in how the matrix is used. Include it in onboarding packages for new team members to get them up to speed quickly.

• Assign a "matrix guardian": Designate a specific person to manage and own the matrix. Their responsibilities will include updates and ensuring alignment with team or project objectives. Having a guardian adds a layer of accountability—often needed to keep things current and relevant.

• Use version control: Instead of overwriting an old matrix when priorities shift, save previous versions. This practice allows you to track changes and distill valuable insights into how project or task emphases have evolved. Versioning is the ultimate learning tool for future project planning.

Streamline your priorities with Freshservice

A priority matrix is a strategic tool that aligns tasks with organizational goals—ultimately driving efficiency, improving resource allocation, and enhancing team collaboration. However, even the best matrix is only as good as the tools used to implement it. 

Freshservice brings your priority matrix to life, offering you not just a framework but a fully interactive, customizable solution to manage tasks, projects, and teams. 

Take the guesswork out of prioritization and elevate your operational efficiency starting today.