This is part 3 of a three part series on Major Incident Management (MIM). Part 1 covered Activation and Properties. In Part 2 we discussed the Major Incident Management Process. In this blog we will talk about MIM Workbench. However, before that, a quick recap of what is Major Incident Management.
Major Incidents and their Financial Impact
A Major Incident (MI) is defined as an incident that results in significant disruption to the business and which demands a response beyond the routine incident management process. These disruptions can cause a variety of problems including:
- Business Disruption
- Brand Reputation Damage
- Data Loss
- Lost Revenue
According to Information Technology Intelligence Consulting 98% of organizations say that a single hour of downtime costs $100,000 with a record third of the organizations saying that downtime costs between $1 to $5 million.
What is ServiceNow Major Incident Management in Kingston?
Major Incident Management in Kingston provides a process flow for handling these high-impact incidents by improving the integration between existing products such as Incident, Incident Alert, Outage, etc. Major Incident Management also includes these new features: Major Incident Criteria, Incident Response Flow, and a Major Incident Workbench that will help to streamline the major incident identification and response process.
Major Incident Management Workbench
With this new application you will get:
- A single pane for major incident visibility (MI Dashboard)
- Early MI detection
- Major Incident workbench for better MI handling and SME collaboration
- Conditional trigger options
Major Incident Management Features
In this Part 3 blog we will discuss:
1. Major Incident Workbench
a. Accessing the Workbench and Overview
b. Workbench Components
1) Summary Tab
2) Communication Tab
3) Conference Tab
4) Create Child Incident
5) Create Outage
6) View Form
2. Summary
1. Major Incident Workbench
a. Accessing the Workbench and Overview
The Major Incident Management Workbench is a single pane view designed for major incident managers, communication managers, and resolver groups to manage incidents by aggregating and providing actionable information.
To open the workbench, locate your open major incident.
Locate and Open the Major Incident Record
On your major incident, click on the View Workbench button. This will open a new tab with your Major Incident Workbench.
Major Incident View Workbench Button
b. Components
Major Incident Management Workbench
1) Summary Tab
Provides a unified view of relevant information such as child incidents, affected CIs, impacted services, and active outages. On the left you will see summary information about the incident. In the center top you see Child Incidents, Affected CIs and Impacted Services/CIs. Adding additional items is as easy as clicking on the + and choosing your child incident or CIs. In the center bottom you can view and add notes to your incident.
2) Communication Tab
Provides an update on the progress of restoration efforts by sending targeted business and technical communications. On the left you can see communication information for Business Communications or Technical Resolution. For both of these communication groups, you can send emails or notifications, update status pages, view activities, and view email logs.
Workbench Communication Tab
3) Conference Tab
The Conference tab provides the option to initiate technical and business conference calls in parallel to mobilize technical teams for diagnosis and resolution, and keep stakeholders informed. Implementation of Notify is required.
Workbench Conference Tab
4) Create Child Incident
New child incidents can be created directly from the workbench. These will automatically be associated with this major incident and will show on the Workbench summary page.
5) Create Outage
New outage records can be created directly from the workbench. These will automatically be associated with this major incident.
6) View Form
Clicking on View Form will take you to the Major Incident record.
2. Summary
The Major Incident Management process provides you with a method to manage critical business events which can cause severe disruption to your organization. Used in conjunction with Problem and Change Management, you can improve your customer experience by:
- Increasing stability and availability
- Increasing customer satisfaction
- Increasing service and support availability
- Decreasing time-to-resolutuon
- Decreasing cost per case
- Decreasing recurring incidents
Major Incident Management Resources
For more information about Major Incident Management in Kingston, check out these resources:
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