Major Incident documentation - is there a way to capture data elements in the moment?

[RitaS]

Has anyone come up with a way to capture data in ServiceNow related to a major incident as it is underway?  We currently use a shared OneNote document, with a separate page dedicated to each major incident.  This way the response team all has access to add their updates. On the OneNote page we use a series of tables or grid layouts for easier visibility, to capture groupings of data.  The first table would be demographics - executive on call, incident commander, technical lead, conference phone #, a description of symptoms and a technical explanation of the issue.  A separate table would be for documenting each affected application and a description of the impact. Another table captures a date/time and step taken to track each event. (This appears to be the only item on our list that does currently exist in ServiceNow if we use the Action Taken journal field, though the timestamp is automatic so we would need to note if the event actually occurred earlier.)  Then there is a table for each of our 9 sites to report whether they are affected and to log updates from their site.   The final table is a list of follow-up actions needed after the incident is resolved, including the owner of the action.  

Has anyone come up with a good way to capture this type of information inside ServiceNow?  The Major Incident Workbench would be a great place for this, but is not configurable  so we don't have a way to add anything in that space. I thought about unhiding the Overview HTML field that is currently not displayed until resolution and adding data there since it carries over to the post-resolution report. It appears the best option would be to add a bunch of custom fields to the incident table and display them once the major incident state is set. Anybody have a better suggestion?  

[Mark Manders]

If you are capturing it in ServiceNow, the date/time stamp shouldn't be a problem, since you need to add it the moment you do something and not create a record just to show what was done in the past. If that's your goal, you can use the overview field. 
You could create tasks for all the locations to let you know if they are affected or not and use that to share updates. 
I think ServiceNow offers everything you need, it's just not configured in an easy way for the process you are using (if feels like you have a process in place AND you are using ServiceNow, but the connection isn't there). 
If that's the case, why not create a scoped solution on you instance, just for this, so you can work from ServiceNow and have every thing you need together?