In ServiceNow, the terms P1, P2, P3, and P4 are typically used to classify the priority of incidents or problems based on their urgency and impact. This system helps in managing and responding to issues effectively. Here’s a general breakdown:

1. P1 – Critical (Priority 1):

   • Urgency: Immediate
   • Impact: Extensive/Widespread
   • Example: A critical system outage affecting all users.
   • Response: Immediate action is required. P1 incidents usually trigger an immediate response, often involving a dedicated incident response team, and may require continuous work until resolved.

2. P2 – High (Priority 2):

   • Urgency: High
   • Impact: Significant/Large
   • Example: A major system function is impaired, affecting many users but not completely down.
   • Response: These are addressed promptly but do not require round-the-clock effort like P1 incidents.

3. P3 – Moderate (Priority 3):

   • Urgency: Moderate
   • Impact: Moderate/Limited
   • Example: An issue affecting a small group of users or minor system functionality, not stopping critical operations.
   • Response: These are important to resolve but can be scheduled among other tasks.

4. P4 – Low (Priority 4):

   • Urgency: Low
   • Impact: Minor/Localized
   • Example: An issue affecting a single user or a request for information.
   • Response: These are the lowest priority and are typically handled during routine work.

The priority level helps organizations to allocate resources and respond appropriately based on the severity of the incident.