Downtime Standard Operating Procedures?

[Christian P]

Hi there,

What do other companies do in the unlikely event of a downtime in ServiceNow, whether planned or not. Would you record Service Requests and Incidents in a spreadsheet and then submit them once the system is back up and running again?

Curious to hear what best strategies exist for a cloud based system.

Thanks!

[JP - Kyndryl]

Hi Christian,

ServiceNow is rarely down, but if this happens, we need to log any incidents on paper in order to register them later in ServiceNow.

If you have an external Event Management system like Tivoli Netcool,  this system will stack the server's issues and later create the ServiceNow incidents when the system is back online.

Regards.

JP