Major Incident Management | Overview

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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

#servicenow #servicenowdemo #majorincident

Role required: major_incident_manager

This video was recorded in the Washington release.

For more information on major incident management, see:

ServiceNow product documentation:

ServiceNow Training and Certification:

ServiceNow Community:

ServiceNow TechBytes Podcast:

  1. ServiceNow Documentation
  2. MMASSET0020367
  3. Major incident
  4. incident management
  5. major incident management
  6. service now
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