Managing incident communications

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.

Communication plan definitions
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.
Communication task definitions
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.
Communication contact definitions
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.
Communication channel definitions
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.
Creating ad hoc incident communication plans
Create an ad hoc incident communication plan to manage and track communications around a high-priority incident or other issues.
Create an ad hoc incident communication task from Incident Communications Management
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 and contacts
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.
Close an incident communication plan
Close an incident communication plan after its execution or when it's no longer needed.
Initiate a conference call on an incident communication task
Initiate a conference call with the required stakeholders to discuss the resolution of the incident and the communication task.
Join or end an incident communication conference call
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.
Send communication updates
Update users on the latest communication on an incident through selected communication channels.
Run an incident communication plan report
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
Subscribe to incident communication notifications to get periodic information about issues related to incident communication plans.

Parent Topic:Incident Communications Management

title	Managing incident communications
description	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.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/it-service-management/incident-communications-management/working-with-inci-comm-mgmt.html
release	brazil
product	Incident Communications Management
classification	incident-communications-management
topic_type	concept
last_updated	2026-09-10
reading_time_minutes	2
breadcrumb	Incident Communications ManagementIT Service Management