Major Incidents, getting the right people on a SWAT/Bridge.

[Debra Cameron1]

What are major incident teams successfully doing to get the right people on a SWAT/bridge for a major incident?  Do you start with a core team you always call in such as (network, firewall, server, middleware)?  What is working for you to improve restoring service on major incidents?  Thanks for your input!

[Allen Andreas]

Hello,

This really depends on your organization. You can review the MIM documents from the ServiceNow documentation site and Now Create for rough guidance.

If your categories and subcategories are tied to the business applications and offerings, for example, then your support groups would be tied to those (for the most part). It shouldn't really be a guessing game of who to bring on the bridge.

Commonly, there's a set list of people who may always be on the call, but then for the impact teams, it would be dependent upon the issue. 

Perhaps you can give more information or direction in order to have a dialog if you still have questions remaining?

Please mark reply as Helpful/Correct, if applicable. Thanks!