Jumpstart Your Major Incident Management

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 1 minute de lecture

    • This accelerator provides a demonstration of the possibilities and capabilities of Major Incident Management.

    Accelerator Overview

    Jumpstart Your Major Incident Management (MIM) provides ServiceNow administrators and technical teams with a ready-to-use temporary instance to explore base-system Major Incident workflows. It showcases core capabilities such as incident prioritization, cross-team collaboration, communication templates, and post-incident reviews. This helps teams envision how to accelerate response times and reduce business impact during critical outages. Additionally, this offering provides key resources and leading practices to get started with Major Incident Management.

    Remarque :
    This Accelerator is available for Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.

    Prerequisites

    • Customers should use the Service Operations Workspace to manage their major incidents.
    • Insight into the customer's existing incident-management processes and supporting tools enables a more effective engagement.

    What You Get

    Session Preparation
    • Provision of a temporary instance (if applicable)
    • Activation and configuration of related plug-ins
    Customer Coaching Session #1 (up to 1.5 hours)

    Includes the following:

    • Overview of MIM
    • Guided walk-through of the MIM process scope, including:
      • Major Incident identification
      • Incident communication plans
      • Playbooks
      • On-call scheduling
      • Post-incident review
    • Key metrics and reporting
    • Steps to successfully adopt MIM
    • Temporary instance provided with 30 days access
    Customer Coaching Session #2 (Optional upon Customer request-up to 60 min)
    Opportunity for QA related to MIM

    Requested Customer Resources

    Tableau 1. Customer resource and responsibilities
    Customer Resource Responsibilities Required Recommended
    Platform Owner Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. ✓
    System Administrator

    Responsible for maintaining the stability and usability of the ServiceNow platform by performing application maintenance, managing support for Cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.

    		 ✓
    Process Owner

    A senior leader within each business unit for each major process or service (for example, incident, change, employee onboarding) and is accountable for ensuring that the process is fit-for-purpose.

    		 ✓
    Trusted Service Partner

    Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customers going forward.

    		 ✓
    Remarque :
    Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the Impact Accelerator Terms Matrix.