Hello ServiceNow Community, I have a customer that is doing an evaluation of how they do Major Tech Incident Management. For them this not only covers items where guests may have impact (POS down in Stores, issues), but may also include internal facing Tech impacts (Impacts to delivery of critical daily Executive reports, issues impeding Developers from moving code to production). They have two aspects that they are keying on (1) Communications of impact, progress, restoration – mostly internal (2) How we mobilize from the point of recognition to restoration. In the latter, “mobilize” does not just refer to “how do we spin up a bridge and engage the right people”. It includes how we Command a bridge, how we do the Tech Lead aspect of bridges, how do we engage people and how do we know who to engage, how do we work to resolution, making sound decisions along the way.
So the request is geared to how do other customers in the industry do that. How do they staff (roles and skills) how does a Major Incident recovery bridge operate, how do they communicate, what sort of tools. Any help here would be appreciated. Thank you. Danielle - Account Executive for ServiceNow
