Context
Our client was facing challenges in the efficient handling of major events. The existing process was based on multiple tools and manual steps, which caused delays and confusion in the major event management team and impacted stakeholder satisfaction.
Our Approach
We implemented a streamlined Major Incident Management process within the ServiceNow platform using modern tools and integrations. The core solution included:
- Leveraging the Service Operations Workspace for centralized and intuitive major incident handling.
- Integrating Microsoft Teams directly into incident records to support real-time communication and collaboration.
- Implementing Playbook Experiences to guide responders through each step of the major incident lifecycle, ensuring process consistency.
- Setting up predefined email templates to improve communication with internal and external stakeholders.
- Automating repetitive tasks to reduce manual workload and accelerate incident resolution.
Technical components and methods used:
- Microsoft Teams Integration embedded in ServiceNow
- Service Operations Workspace configuration
- Playbook design tailored to major incident steps
- Notification templates for structured communication
- Flow Designer automations to streamline workflows
Challenges faced:
- Fragmented communication channels during high-pressure situations – Resolved by embedding Teams chat directly within the incident interface.
- Inconsistent response steps during incident handling – Addressed by implementing guided Playbooks to ensure process adherence.
- Slow stakeholder updates – Solved by setting up reusable email templates triggered by incident changes.
Results
- Centralized handling of major incidents within ServiceNow.
- Real-time collaboration through integrated Teams functionality.
- Consistent response thanks to structured Playbook execution.
- Faster resolution times and improved stakeholder satisfaction.
Conclusion
We put together ServiceNow with Microsoft Teams and some easy-to-follow workflows. This helped the client handle big incidents better. Now, their process is faster, more reliable, and easier for everyone involved, which means they can sort things out more quickly and keep communication flowing between teams.