Incident Communications Management

Create an ad hoc incident communication plan to manage and track communications around a high-priority incident or other issues.

You can define contacts to associate users or groups with an incident communication plan. The users or groups are contacted to complete the tasks included in a communication plan.

The ServiceNow Incident Communications Management application enables organizations to create and manage communications related to major business issues or incidents.

Notify integrates with the Twilio telephony service so you can send and receive phone calls and SMS messages from your instance. In Incident Communications Management, Notify provides SMS and conference channels.

Close an incident communication plan after its execution or when it's no longer needed.

You can define a communication channel for each communication task. The communication channel determines which mode of communication to use for the task when a plan is attached to an incident. The modes of communication available are email, SMS, conference, and Slack.

Communication contact definitions identify the recipients of a communication plan and the responsibilities they handle for each communication task. Notifications for a task go to all contacts specified for that task, and you can add or remove contacts manually.

An incident communication plan helps you streamline communication for an incident. It defines the stakeholders who should be informed, what information should be shared, when the information should be delivered, and the methods of communication.

Each communication plan involves a series of communication tasks. A communication task definition helps you specify the mode of communication (channel) and the frequency at which the communication must be carried out.

Activating the Incident Communications Management plugin (com.snc.iam) installs several types of components, including tables and user roles.

Configure Incident Communications Management to create and manage communications related to major business issues or incidents.

Create an ad hoc incident communication task while you're working on a communication plan. Use the task to specify the communication channel and how often the communication must be carried out.

Incident Communications Management supports domain separation. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

The ServiceNow Incident Communications Management application enables organizations to create and manage communications related to major business issues or incidents.

Incident Communications Management integrates with other applications, such as Notify, to improve the communication process.

The incident communication plan state model defines the states that a plan progresses through, so you can track a plan from creation to closure.

Initiate a conference call with the required stakeholders to discuss the resolution of the incident and the communication task.

After a conference call is initiated, join the call to participate in the discussion or end the call when the conference is no longer required.

The legacy incident communication plan state model defines the states that a plan progresses through, from New to Closed or Canceled, on instances running releases before London.

Contact responsibilities identify the contacts for an incident communication plan and define the role that each contact plays throughout the plan life cycle.

Reference topics list the roles, tables, properties, state models, and contact responsibilities for Incident Communications Management.

Update users on the latest communication on an incident through selected communication channels.

Install and activate the Incident Communications Management (com.snc.iam) plugin to create and manage incident communication plans.

Add a user as a contact on an incident communication plan when the user isn't already a contact. You can then assign a communication task to the user to help resolve an issue.

Define the recipients of a particular incident communication plan to determine the target audience involved in each communication task and the responsibilities the recipients are expected to handle.

Define the contacts involved in the communication process and their responsibilities, so that it's clear what's expected of each contact throughout the process.

Create a default override to specify the user or group for a contact definition in an incident communication plan. Use multiple conditions to determine which user or group becomes the contact.

Create an incident communication plan from Incident Communications Management for an issue that isn't covered by an existing plan and requires collaboration.

Create an ad hoc incident communication plan from an incident to collaborate on an issue that isn't covered by an existing plan. Information from the incident automatically populates the ad hoc communication plan.

Run an incident communication plan report to view the status of communication plans. Track the progress of each plan and identify where to intervene in the communication process.

Subscribe to incident communication notifications to get periodic information about issues related to incident communication plans.

Incident Communications Management provides a framework for defining and managing a communication process for an incident. Create designated incident communication plans to streamline communication during an incident.