What happens when ServiceNow itself gets down or suffering from an Outage?

[Sagar Manocha]

I am looking for the components that get affected during the downtime of ServiceNow and what counter measures we can take during such kind of Outage? 

As an example, for Incident Management, we can log the incidents in an excel sheet during the downtime and can later deal with them. 

Please share the relevant ideas for such kind of events. 

[Jace Benson]

Well, it depends when you "when ServiceNow ... gets down".

If you mean, if you're work cannot get to because some DNS issue on either your ISP, or servicenow, the servicenow will still work but would be inaccessible to you until that issue was resolved so you could have it log tickets.

If you mean, something failed internally and the instance is just unavailable, I'd think you'd want some other tool measuring this as this generally is called out with a monetary value in most sn contracts.

For things that can be mitigated while it's down, I'd personally suggest logging the tickets in a sub-prod and then worry about the aftermath, after.

[Ankur Bawiskar]

Hi Sagar,

ServiceNow can be down because of several reasons. One could be maintenance, other could be clone activity etc.

Mark Correct if this solves your issue and also mark Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[Sagar Manocha]

Hi Ankur,

Thanks for your reply.

Can you also tell me what can be the counter measures taken or what are the best practices to be done during such type of outages like during maintenance, instance cloning or or some unplanned outage or interruption. 

[Ankur Bawiskar]

Hi Sagar,

As part when instance is down and you need to raise tickets/incident then that could be 1 way, share excel file and once instance is up and running load that in the table

Mark Correct if this solves your issue and also mark Helpful if you find my response worthy based on the impact.
Thanks
Ankur