Major Incident Management Communication Application

[jjarka]

One of the key components to managing a major incident is being able to communicate to all interested and affected parties.   In my past life we had a tool, home grown, that was subscription based, meaning that people subscribed to the services, or in this case CI's, that they wanted to know about.   This tool allowed me to send out communication to these parties, update them on the progress of the issues, communicate the business impact at the current moment, and provide the status at the time of the communication, i.e., open, ongoing, restored, resolved, reopened and closed.   While I see several of these components within ServiceNow I do not see an application/module for this.  

How do you do your major incident management communication today and do you know if there is an third party application that already does this?  

[Uncle Rob]

My company has an app in the app store that can certainly connect users to areas of interest.   Its just not ideal for push notifications, and not precision tuned for Major Incident.

[jcote]

Jeff,

Integrate Incident Alert Management with Notify NOW with a Twilio Integration (Telephony System) - it essentially spins up a bridge and sends SMS to necessary end users during a P1 or Major Incident. Any further customizations can be done by a ServiceNow Admin.

Notify:

Using Notify with Incident Alert Management - ServiceNow Wiki

Twilio:

https://www.twilio.com/

[johnram]

The ServiceNow Wiki content is no longer supported. Updated information about this topic is located here: Using Notify with Incident Alert Management

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