ServiceNow Best Practice for major outages

[mcr1]

We are currently on Jakarta, considering an upgrade to Kingston

What is the Best Practice from ServiceNow on handling an Outage.

Definition: Outage

An issue that prevents 25% of a department from functioning properly, or one that directly affects revenue.

Currently, we are using Incidents for individual or noncritical issues. For major outages, we are using Problems.

I am aware that this is not the correct way to use them, so I would like to know what is recommended.

[Blaze2]

This has always been my thought on this. 

Scenario - Email is down 

The Incident would be assigned to the Service Desk Manager/ team lead Where he/she makes notes on What the issue is, what the steps to correct have been and any updates. All other incidents are Children to this Parent incident. team lead creates problem from this incident. 

That Problem is owned by the Manager or Team Lead of the group that the major outage occurred - In this case the Networking Manager. 

The Network Manager / Team Lead assigns tasks from the problem to other members of the team ( To expedite you can create templates for the type of Outage per group)

When the Problem is resolved, the SD Manager speaks to the Network manager, Makes sure all systems are up. 

Problem is closed, all incidents and children are closed with notes updating the problem. 

This is how i have implemented many times, and it seems to be the only way to get the right actions kicked off right away