Jumpstart Your Major Incident Management

This Accelerator provides a demonstration of the possibilities and capabilities of Major Incident Management.

Accelerator Overview

Jumpstart Your Major Incident Management (MIM) provides ServiceNow administrators and technical teams with a ready-to-use temporary instance to explore base-system Major Incident workflows. It showcases core capabilities such as incident prioritization, cross-team collaboration, communication templates, and post-incident reviews. This helps teams envision how to accelerate response times and reduce business impact during critical outages. Additionally, this offering provides key resources and leading practices to get started with Major Incident Management.

Package Availability

Note: This Accelerator is available for Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.

Prerequisites

• Customers should use the Service Operations Workspace to manage their major incidents.
• Insight into the customer's existing incident-management processes and supporting tools enables a more effective engagement.

What You Get

• Session Preparation
  • Provision of a temporary instance (if applicable)
  • Activation and configuration of related plug-ins

• Customer Coaching Session #1 (up to 1.5 hours)

  Includes the following:

  • Overview of MIM
  • Guided walk-through of the MIM process scope, including:
    • Major Incident identification
    • Incident communication plans
    • Playbooks
    • On-call scheduling
    • Post-incident review
  • Key metrics and reporting
  • Steps to successfully adopt MIM
  • Temporary instance provided with 30 days access
  • Customer Coaching Session #2 (Optional upon Customer request-up to 60 min)

  Opportunity for QA related to MIM

Requested Customer Resources

Requested Information/Access

Note: Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the Impact Accelerator Terms Matrix.