ServiceNow Outage Process

Owned by Glenn Hasiotis
Last updated: Oct 11, 2022
1 min read

  1. Verify the issue is on all instances.

  2. Verify that the issue is not related to your current location. Message individuals who are outside of central IT buildings to verify their access.

  3. Verify no major outages are impacting our network data centers.

  4. Verify if anyone with a side door/account recovery enabled account can enter the instance.

  5. Create a ServiceNow Case

    1. Navigate to support.servicenow.com

      1. Limited to Amanda Patterson, Christina Lago, Sarah Beardsley and Glenn Hasiotis.

      2. Click Create Case

      3. Select Outage as the option.

      4. Select instances impacted.

      5. Add any other users who need to be notified on the watchlist.

    2. OR call ServiceNow at 1 866 709 5932

  6. Refresh the support portal periodically. ServiceNow will post a banner announcement when the issue is widespread.

  7. ServiceNow should provide timely updates and an ETA on status updates.

  8. Once the instance is back up, create incident and outage. Follow MIM process.

Contact Information:

TBD