Incident management is the bread and butter of any ServiceNow IT Service Management implementation. It’s where most organizations start their IT transformation journey, whether they have a well-defined process or not. Regardless of size, employees will have issues with their companies’ applications, technology, or services needed to get the job done. When a company is small, it’s as easy as walking down the hall to figure out what’s going on, but as you scale and mature, it becomes exponentially more challenging for IT to effectively collaborate. Whether engaging with customers to remotely troubleshoot an issue or pulling stakeholders together for a major outage, the universal need for robust and instantaneous collaboration led us to partner with Zoom Video Communications, Inc. and develop the Notify Zoom Connector.
The Notify Zoom Connector enables rapid communication and collaboration with employees, customers, and partners to help resolve incidents as quickly as possible. directly from an Incident, Major Incident, Change Request, or any other task that would benefit from rich collaboration.
The Notify Zoom Connector paired with Major Incident Management is a powerful combination of capabilities for when something has gone awry with a service. It allows you to initiate a meeting, manage participants, and track meeting details like who attended and participated. Upon the meeting's completion, a recording link is saved for reference when doing a post-incident review.
Major Incident Management Workbench
Zoom Meeting Kicked Off Major Incident Management Workbench
The connector also works with problem, incident, and change, as well as other task tables to quickly kick off a meeting directly tied to the record. This allows agents to virtually engage with customers face to face to better understand their issues or to coordinate implementing a change to the environment with Change Management.
The Notify Zoom Connector is available via the ServiceNow Store. Notify is a platform feature available with ITSM Standard and above (and other products); please note that Zoom is licensed separately.
