Major Incident Management (MIM) process reporting/ flow

[GK0188939920771]

Hello, 

We already have MI setup however I was wondering if there is any out of the box functionality that would allow us to report against MIM incident.  Are there any flags (time-stamps) set on a ticket that would allow us to start reporting and then evolve it going forwards ?

Requirements are - 

=> First 45 mins 

1. Major incident is initiated the point of Service desk captures relevant information, and hand it over to MIM team. 

2. MIM issues SMS comms to agreed stakeholders regarding impact and urgency.

3. MIM manager initiates  Bridge call investigate the issue and agree actions to resolve the issue

=> First 60 mins

 Above steps 2 and 3 are covered here too (email comms issues,  key stakeholders contacted -

Step 4 - MIM manager opens Bridge call with resolver group to agree actions. 

=> recurring  updates - 

5. regular comms with updates

6. If there is no ETA to resolve the issue, the escalations and additional briefing to the stakeholders. 

=> Incident resolved - 

7. MI resolved

8.  Post resolved comms

9. Conduct the MIR and perform handover to problem manager within 2 days

10. Issue RCA (P1 - 7 days, P2 - 10 days)

4. MIM  bridge convened)

[pavani_paluri]

Hi @GK0188939920771 ,

Right now, ServiceNow doesn’t give you a full Major Incident reporting module out of the box, but you can definitely build reporting around the process using the fields and timestamps that are already there.

Flagging MIs: When you promote an incident to Major Incident, ServiceNow sets the major_incident_state field. That’s your key filter for reporting.
Timestamps: You already have opened_at, resolved_at, closed_at. The Major Incident Workbench also tracks when the MI was declared, when bridge calls were opened, and when comms were sent. Those are the milestones you can report against.

Custom milestones: If you want to measure things like “First comms sent within 45 minutes” or “Bridge call initiated within 60 minutes,” add simple fields or flags (e.g., “Bridge Call Initiated”) and capture them via Flow Designer or Business Rules when the MIM team performs those steps.
Recurring updates: Standardize how updates are logged (for example, every comms update tagged with a keyword). That way you can report on frequency and timeliness.
Dashboards: Build widgets that show:
Time to first comms
Time to bridge call
MI volume by month
Average resolution time

Use the Major Incident flag to identify the records, leverage the Workbench for built‑in timestamps, and add custom fields for the milestones you care about. That gives you the foundation for reporting against your 45‑minute, 60‑minute, and recurring update requirements, and you can evolve it further as your process matures.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P

[GK0188939920771]

Hi @pavani_paluri , thank you so much for your guidance as we've been setting up the reports. I wanted to share an idea that I think could help streamline our process even further. I’ve been considering the possibility of creating sub tasks for MIM incidents, much like the approach we take with the change process.

The idea is that, once a ticket is logged and moved to "In Progress," we automatically generate sub tasks that act as a checklist for the key steps. For example, one sub task would be to ensure the first communication is sent within 45 minutes, another could involve arranging the bridge call, and so on. This structured checklist would help keep everyone on track and ensure that no important steps are missed during the incident management process.

Its more like using MIM workBench

I’d love to hear your thoughts on this, and any suggestions you might have for refining the approach. Thanks again for all your help—I really appreciate it!