Major Incident Management | Overview
Overview of the Major Incident Management in the Service Operations Workspace for ITSM. This video provides an in-depth look at the major incident process, including identification, communication, resolution, problem record creation, and post-incident review. Learn how to use the major incident playbook to complement each phase's execution and manage incidents more effectively with the goal of minimizing operational disruptions when a major incident occurs.
Chapters:
00:00 Intro
01:19 Major incident vs incident
02:09 Phase 1: Identification and proposal
02:34 Phase 2: Communication and collaboration
02:52 Phase 3: Resolution
03:13 Phase 4: Problem record creation
03:33 Phase 5: Post-incident review
04:06 Using the major incident playbook
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Role required: major_incident_manager
This video was recorded in the Washington release.
For more information on major incident management, see:
ServiceNow product documentation:
Major Incident Management in Service Operations Workspace: https://www.servicenow.com/docs/bundl...
ServiceNow Training and Certification:
http://www.servicenow.com/services/tr...
ServiceNow Community:
https://community.servicenow.com/comm...
ServiceNow TechBytes Podcast:
https://www.servicenow.com/community/...
For general information about ServiceNow, visit: http://www.servicenow.com/