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Task Communications Management

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Task Communications Management

Task Communications Management (TCM) provides a framework for defining and managing a communication process for any entity that extends the task table. Task Communications Management helps you to streamline the process by creating designated plans for effective communication during an event.

A communication plan defines:
  • who should be informed
  • what information needs to be shared and when that information should be delivered
  • methods of communication
When you have a predefined communication plan, you can focus on resolving the current issue instead of deciding when to send a communication, what information to share, and who to inform.
Figure 1. Task Communications Management basic components
basic components

How Task Communications Management works

With Task Communications Management, you can predefine a communication plan for an event such as major incident, planned maintenance, and release. Each plan generally involves a series of tasks that define different communication and collaboration activities along with frequency and method of communication. For each task,you must specify the communication channel such as SMS, email, or conference, for contacting the stakeholders. You can also define templates for email and SMS messages.

After defining the task and channel for communication, you need to define the contacts or the target audience to be contacted for each task as well as the responsibility that is expected of them. The contact type can be user, group or a list of recipients added dynamically.

After a communication plan is defined, the plan gets associated with the appropriate task table based on the conditions defined. Thereafter, the tasks defined in the plan gets executed sequentially and stakeholders are contacted as defined in the plan. The communication plan makes communication and collaboration process smoother and brings a quicker resolution of the issue.

Example: Task communications management flow in major incident management

Assume that you want an incident communication plan generated for a high priority major incident.
  • An incident manager can pre-define a communication plan and the conditions that drive its attachment. In this case, conditions are: Priority = High and Major Incident state = Accepted. Let us consider that the target audience is technical stakeholders of the incident and the communication plan definition is named Technical Communications.
  • The plan definition can have multiple communication task definitions such as:
    • Initiate Technical Communications
    • Technical Status Update
  • Each communication task definition also specifies the channel of communication and the communication frequency (one time or recurring).
    • Initiate Technical Communications uses email as a channel of communication and communication frequency is one time.
    • Technical Status Update uses email and SMS as channel of communication and the communication frequency is recurring.
  • The target audience for in the communications is defined as communication contact definitions on the plan definition. In this case, consider Service owners of the affected CIs related to the incident as technical stakeholders.
  • When an incident meets these conditions, an incident communication plan together with its tasks gets attached to the incident record.
  • The major incident manager can now effectively carry out the communication without any delay in the resolution of the major incident.

Task Communications Management plugin

  • Existing customers, who have activated Incident Management - Major Incident Management plugin (com.snc.incident.mim) or Incident Communications Management plugin (com.snc.iam), the Task Communications Management plugin (com.snc.task_communication_management) is also activated by default.
  • The Task Communications Management plugin is activated when you activate the Incident Management - Major Incident Management plugin (com.snc.incident.mim).

Note: With the activation of the Task Communications Management plugin (com.snc.task_communication_management), the Contact Management plugin (com.snc.contact_management) and the Targeted Communications (com.sn_publications) plugin also get activated.