so how do companies like yours handle significant disruptions to business services is it the usual 3 am frantic bridge call scrambling to find out what's going on or worse are there significant delays in recovery and restoration of normalcy so with servicenow's major incident management solution i can show you there's a better way in this video we'll learn how to solve high impact incidents quickly with purpose-built workbenches enable real-time collaboration with key stakeholders on both mobile and desktop devices also we'll learn how to automate and simplify the documentation of all these processes with a post-incident review all by turning high-risk situations into focused resolution so much so that many of our customers have seen 60 reductions in solving major disruptions so let's go ahead and get started now this is servicenow's mobile agent app a purpose-built mobile first app helping agents like jessica for example in reducing the sting of those 4am bridge calls in a frantic run to her desktop we can see that even though she's on call a notification pops up on her device that was automatically assigned to her by clicking into the notification she gets full visibility into the details of what's happening an issue with service performance now right from her phone she can open up her assigned tasks and quickly kick off a technical conference to the right people to swiftly look for solutions into this issue the mobile app leverages all the native functionality and security of the mobile phone such as the camera the video conferencing tools etc now finished with that call with her technical team she can fire up another conference call with key business owners on steps and how she's going to fix this now this was a quick example of how real-time collaboration information can solve a large disruption without a 3am scramble to a desktop device so let's switch to a desktop and let's see how the end to end crisis experiences by leveraging all the workbenches that can be found within the now platform here is operator workspace as a knock operator we have key at a glance details across a variety of business services all within a single workspace by simply filtering on alerts that are business critical we gain quick insight into potential issues into some of the most critically effective services now by clicking on the red alert an agent is given top alert information around service details as we dive into the service details we're giving a single pane granular view into the service details such as ci health service types related ci's and the event that affected the ci even current changes that have occurred these related alerts highlight machine learning within alert intelligence that is seamlessly woven into the now platform because of this intelligence this could be automatically submitted as a major incident candidate due to the severity of the issue to the business for a deeper dive into alert intelligence and machine learning please go ahead and look at our itsm and itom better together demo video but just because of time let's move on as we switch over to the out of the box major incident dashboard we can review key metrics agents are offered at a glance views into various kpis such as major incidents on a side major incidents as well as major incidents open today as i click into the major incidents open today we can see that incident sitting in our queue the now platform provides amazing continuity in every aspect of the issue information is never deprecated all the information such as the events teams work notes assignment groups related record changes anything needed to simplify this resolution process is there by clicking on the major incident workbench button we are brought into a purpose-built workspace that is a single pane view designed specifically for major incident managers communication workers and resolver groups the workbench helps to manage major incidents by aggregating and providing actionable information for instance the tiled information around impacted services ci's etc as with mobile even the ability to securely pull in call support groups and the right teams to get to a speedy resolution and in this case it looks like the resolution is to leverage servicenow's orchestration solution to automatically reboot this service moving on we can see the post incident report tab helps us understand the cause of the major incident and the actions taken by each team to resolve the incident the post incident report is required to record all the actions performed the reasons for doing them and the findings creating a clear audit trail around events like this going back to our operator workspace we can see that all the services are green and we are good to go and we return back to our major incident dashboard we can see the incident has been successfully resolved an end-to-end resolution that has happened in minutes not in days or long hours in minutes so we started our journey with major incident management for mobile so i'd like to close with some final highlights around mobile as a major incident team manager or departmental lead you are given access to robust performance analytics within a mem dashboard offering insights to key team kpis as well as metrics on mean time to resolution even an ability to see who's on call during times of crisis as well as any time off requests at a glance to avoid some of those 4 a.m 3 a.m frantic bridge calls basically end-to-end solutions helping solve high-impact incidents quickly no matter what level of the organization so this concludes my demo there's so much more but hopefully this gives you insight and how the now platform helps to quickly solve high impact incidents by leveraging real-time collaboration solutions on both mobile and desktop devices as well as simplifying post incident reviews for a deeper dive on this demo or any of the subject matter please reach out to your account rep also check out some of the useful links found here and with that i thank you for spending your time with me