Jumpstart Your Major Incident Management
Summarize
Summary of Jumpstart Your Major Incident Management
Jumpstart Your Major Incident Management (MIM) is an Accelerator designed to help ServiceNow administrators and technical teams explore and implement Major Incident workflows using a ready-to-use temporary instance. It highlights core capabilities such as incident prioritization, cross-team collaboration, communication templates, and post-incident reviews. The solution integrates ServiceNow Otto for ITSM to enhance incident summarization and resolution documentation, aiming to accelerate response times and minimize business impact during critical outages.
Show less
This offering also includes key resources and best practices to help organizations start and optimize their Major Incident Management processes.
Package Availability and Prerequisites
The Accelerator is available for Impact Guided, Guided+ (SV or PG), Advanced, and Total packages. Customers are encouraged to use the Service Operations Workspace to manage major incidents effectively. Understanding existing incident management processes and tools is essential for successful engagement.
What You Receive
- Session Preparation: Provision of a temporary instance (usually 30 days access), activation and configuration of relevant plug-ins.
- Customer Coaching Session #1 (up to 1.5 hours): Includes an overview of MIM, a guided walkthrough of the MIM scope powered by ServiceNow Otto, covering major incident identification, communication plans, playbooks, on-call scheduling, post-incident review, key metrics, reporting, and adoption steps.
- Customer Coaching Session #2 (optional, up to 60 minutes): A Q&A session available upon customer request to address any follow-up questions related to MIM.
Customer Roles and Responsibilities
Successful adoption involves key customer roles:
- Platform Owner: Accountable for ServiceNow platform governance, leadership, and alignment with business strategy. (Required)
- System Administrator: Maintains platform stability, manages support cases, and delivers configuration and features. (Required)
- Process Owner: Senior leader accountable for ensuring processes (e.g., incident, change) are fit-for-purpose. (Recommended)
- Trusted Service Partner: Attends coaching sessions to understand best practices and support future customer needs. (Recommended)
Additional Notes
Further information regarding legal terms, prerequisites, specifications, and exclusions is documented in the Impact Accelerator Terms Matrix. Customers should review these details to ensure compliance and readiness.
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 and includes ServiceNow Otto for ITSM capabilities to accelerate incident summarization and resolution documentation. 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.
Package Availability
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 powered by ServiceNow Otto for ITSM , 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 up on Customer request-up to 60 min)
- Opportunity for QA related to MIM
Requested Customer Resources
| 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. |
✓ |