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Session Code: THS1306
Presenter(s): Russ Blaesing
Company(s): ServiceNow
Abstract: IT teams need to be fast at recovering from outages so employees can remain productive. A resolution team must be assembled, impact assessments done, and communications sent to employees and leadership. Our existing process was inefficient, prone to mistakes and cumbersome to execute, which led to delays, inaccurate data and long resolution time. We needed an efficient, easily understood solution that drove this process end-to-end. To accomplish this we implemented OoTB Major Incident Workbench, coupled with our existing use of On-Call & Notify. We identified who needed to be on the resolution team based on incident data, including a communications manager. Attend this session to see how we reduced outage time and improved communication.
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