I would like to know if other organizations struggled with communication when it comes to incidents. In this fast-paced environment, it can be a challenge to get information out to the right audience. Everyone wants to know what's going on, what's the latest update, when is it going to be fixed, etc. I have seen too many people on a bridge because "they want to know what's going on" or Teams chats just start blowing up with questions.
The analogy I use is that we have put the waiting area in the middle of the repair shop floor. I know that ServiceNow has capabilities that can assist, but I am wondering how other organizations have solved this problem. Has anyone solved it and would like to share it?
