hi today we're gonna discuss creating a recovery strategy that works in ServiceNow business continuity management here in service now I'm logged in as Scott Hall Scott Hall is the overall business continuity disaster recovery manager at this organization to navigate to recovery events I've simply gone into a list view directly from the filter navigator in ServiceNow clicked on recovery events and I have a list of four different recovery events on my screen we're going to go into this particular recovery event which is around a global pandemic scenario here we've gone in and created a recovery event you can see allie is the overall countable party for management of this event she's also the approver of the event we provided a short description and a longer description of what exactly is going on in the organization and how its being impacted we've also tied that to one or several different departments that are impacted and you can see this current recovery event is in a work in progress so the users in service now have the ability to create these recovery events and put them in a pending State open State either one of these would be well pending state would be where you're queuing this up open would be it's currently open work in progress is where you actually activated plans as a result of the event and then of course close complete is where you've moved the overall event you've closed it out closed and complete means that you've closed out the event and it's kind of in an incomplete State and closed skipped means that you've closed the event and you've skipped multiple steps that were activated as a result of the event notice that this is currently active and you can choose event type actual which would be an actual activation as a result of a real-world scenario or you can exercise the event and therefore any plans as you can see below activated would be activated as a result of a test or exercise here we have documented responsibility and accountability for the overall recovery event anyone from an executive perspective that's sponsoring the event anyone who would be listed as facilitators of the event again maybe people from management perspective or even people that are at a technical layer contributors more tactical in nature groups that are involved in the overall exercise or real event this would be the ability to take those users and you would be grouping them together also take note that the standard incident command system utilized by all first responders in the United States FEMA for example firefighters law enforcement all use the incident command system and this defines those different roles that fall into that standard and who and the organization is responsible and accountable for those different roles that standard is built directly into the out of box recovery event management functionality and service now since we labeled this recovery event as an exercise we would also be able to go in and define the goal and objective of the exercise if it was a real event obviously this might not be applicable we can also document any loss and what category of loss we have the loss type might affect people the facility itself technology stored within a facility or vendors right if you have a vendor that has a supply chain management breakdown obviously that has an impact on business resiliency new organization lessons learned certainly applicable regardless of whether it's an actual event or an exercise what went right and what went wrong we go back to the participants tab these plans here have been activated as a result of this exercise and now we can show you the recovery event management selection console this is the console or the interface that users will utilize to create the scope of the recovery event you can see here this is the recovery event that we were just in and this UI is how we are going to select those various elements that have been impacted as a result of the event of course you could this would be a simulation if it's an exercise or in the case of a real event we would go in and select different elements that have been impacted once we do that dependencies based on those elements will automatically load into ServiceNow based on the relationships that have already been established maybe within the CMDB or have been built out within the business impact analysis functionality and ServiceNow this is a big differentiator for ServiceNow meaning that if I go back to the elements tab during a real event you will know what got impacted you might not know what plans need to be activated to mitigate the event right but you'll know what got impacted so in this case I could go in specifically and define locations right here that have been impacted and then any relationships to that location that have already been built out either in ServiceNow business continuity management or within the CMDB will automatically pull into the scope of the event any dependencies that have been built in the system between those different elements will also populate for example if I go in and I've activated two locations I can go in to Salt Lake City specifically and I can see multiple layers of relationships between that location and for example business processes that have been impacted this gives me a very nice picture of not only the fact that the occasion was impacted but that multiple business processes have been impact potentially impacted as well and if things like telecommunications are related to locations applications are related to those locations vendors are related to those locations all of that will automatically pull into the scope of the event and then it will also from a plan perspective make available to you any plans that are related to in this case locations as well to activate those plans I would highlight those in green and then update the event once I've updated the event I can then navigate back directly to the backend of the recovery event and I can see that multiple plans have been activated all the elements that are related to those plans have now been pulled into the scope of the event recovery tasks that were documented within the scope of the plans that were activated have now been instantiated within the scope of the event and are now listed in chronological order for the event right so I as the overall event management or crisis manager of the order of the organization can go in and look step by step and look at all the tasks and whether or not those tasks have been completed now from the perspective of those individuals who need to complete the task ServiceNow will send notifications to those individuals perhaps by email and those individuals would click on a link that takes them directly into the tasks that need to be completed they'll read the task that needs to be done the description they'll do the work and then they'll mark that task is complete and then here on the recovery event management plan task tab the crisis manager or the Event Manager would be able to again go in and look at the percent complete of each and the state of each of the respective tasks other tasks and hot tasks if you will can be added as well and we also allow for an integration between ServiceNow business continuity management and other GRC or IRM functionality like with risk events where we've got potentially an overall loss if this was a real event that could have a material impact on the organization which could then affect or be represented in a risk event that could tie back to your risk register the metrics tab allows you to define the start time of the event and the end time and then overall will generate based on the tasks and the completion of those tasks how many of those tasks roll up into percentage complete for all the tasks that are assigned to they are associated to the recovery event and then of course platform functionality that gives me a list of all the different activities and who has made changes for audit purposes all of this can then be rolled back up to an event dashboard to show things like the event plans by state event elements by state and event tasks by state and even plotted out on a calendar view as well in closing we've covered three key benefits of recovery event management the first to minimize risk during an event the second to strengthen organizational response and recovery capabilities through tests and exercises and number three execute educated risk informed decisions and trade-offs for more information on business continuity management check out the solution page at ServiceNow com thank you and have a nice day