[Music] hey everyone it's justin here thanks for watching in this video we're going to cover the major incident workbench that got a ui lift in san diego and i'll try to point out some cool things that i think are neat about major incident management if you haven't used it already major incidents are like when things go really bad right so when that happens you need a place to kind of swarm gather different tasks see well what's going on get that bird's eye view a major incidence usually a pretty big deal people put up war rooms stuff like that and the major incident workbench kind of gives her into the manager and the team a place to kind of do all that stuff within servicenow so let's jump to it i'm gonna open up this uh cleverly titled uh major incident here from able tutor called system is down very descriptive there i'm sure as they were working through this they uh defined which system was actually down but i'll go ahead and open up typical incident form here you know you can change this make it look however you want but you get to the workbench using this view workbench button here at the top so we can go up there and it's going to take us to the workbench and this is what got the ui refresh in san diego not much different functionality so that's not changed but i'll just point out something we can change the state um so if you're the incident manager you can come in here and actually manage that directly from here these little uh they look like filters up at the top what they truly are is hyperlinks down below so there's a lot going on in this dashboard i'll just scroll so you can see it all lots of these little widget panels where the instant manager can come and do things but by coming up and clicking on impacted services it'll jump me down to that particular widget and if i wanted to add a new service to that one and say hey this not just rewards processing that's impacted um we want to add something else to that particular one it'll pull up and let me select from a list of uh impacted services or configuration items also known as ci is in the system and i can go ahead and just check a box there and select those and add it to my list there so now i have three impacted services it's not funny look at that demo feel i added them we could see the number but they didn't show up let's see if there's actually a refresh button here so let's do a refresh and i look back they showed up so that's cool what else do we got there we got manage and then view recent outages for those particular ones but again i'll just point out up here up above my head three child incidents i'll click on that and it'll take me down to those three child incidents scrolling back up there is this um communication or the group sorry it's just above my head um active and on call so it's nobody to actively assign it this yet but let's look at on-call we can select a group who's on call for uh let's see a network team and then we can see who's primary and secondary for the network team directly from here now the powerful part here is communication right so we've got our communication tasks we can add a communication plan or a task to this and do things like automate around email microsoft teams notifications slack notifications set the frequency of them uh when they're due and kind of manage that and manage the recipients for those communications right you might communicate differently with different audiences as part of major incidents so we can manage all that from this communicate tab and then manage and track all the tasks that are happening for that one same with the collaborate so collaborative communication tasks we could do the same thing there from this major incident workbench that's pretty much it got a nice little ui refresh um still love the idea of having a place to sit and manage a major incident and not be just looking at a forum and a bunch of child tickets associated with it i hope you found this video helpful if you did please like please subscribe or share with somebody you think might be interested until next time i'll see you on the next one [Music] you