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ITIL :: View topic - major incident messaging
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major incident messaging

 
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danatwork
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Joined: May 09, 2011
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PostPosted: Sat Apr 27, 2013 1:10 am    Post subject: major incident messaging Reply with quote

We have a lot of people that want to know when our big apps go down. If an ordering app, for example, goes down and it impacts customers, we have a list of 4,000 people that want to know about it. We send them email templates we call Service Disruption Messages.

We get a lot of feedback on them - too technical, not technial enough, doesn't speak to what we need to do, is too scary, etc.

Does your organization have a similar major incident messaging system? Or do you not use email? What do your messages look like? Who is responsible for the text of them?

thanks,
Dan
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jcordoba
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Joined: Jun 02, 2013
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PostPosted: Mon Jun 03, 2013 11:39 am    Post subject: Re: major incident messaging Reply with quote

Our organization implement emails groups notification by business service.

When a Major Incident done, the Incident Managers send email to this groups with a timeline of the incident in business words.

regards,
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