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Incident Communications Management

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Incident Communications Management

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

Incident Communications Management allows incident communications administrators to bring together all involved users during these events and establish quick and easy communication within this group.

For example, a major issue occurs in a server room, leading to a high-priority incident being raised. The incident could potentially impact all users, so it is important to bring together key representatives and communicate quickly and effectively. An incident communication plan can facilitate this communication process and help resolve the source incident.

Usage of Incident Communications Management

  • Create an incident communication plan when a crisis occurs.
  • Set up contact responsibilities to identify the individuals who receive automatic notifications when incident communication plans are created. If they want to receive notifications, Self-Service users can subscribe to incident communication plans.
  • Manage incident communication plans to improve communication while dealing with the crisis.
  • Use the optional Notify feature to send notifications by SMS messages and voice mails, and to set up conference calls.
  • Monitor events and results with the incident communication plan dashboard and reports.


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