Crisis Management Applications Overview:
The ServiceNow Crisis Management Applications provide a useful set of tools for organizations looking to quickly distribute and gather information, initiate and automate workflows, and optimize resources in the event of any crisis, not just the current pandemic.
The applications are free to all organizations until September 30th, 2020 through ServiceNow’s COVID-19 Customer Care Program.
EchoStor’s Rollout Recommendation:
With regard to the COVID-19 Pandemic, we suggest organizations start with the Emergency Outreach application and scale to the other applications based on their needs. Emergency Outreach is simple to implement and can provide immediate value to the organization, delivering data on the impact to their employees almost instantaneously.
We are also seeing organizations quickly follow Emergency Outreach with Emergency Self-Report, provided that their user location data is clean (or will be cleaned up).
Emergency Exposure Management and Emergency Operations Response are primarily being implemented by state and government entities at the current time.
These applications rely mainly on core capabilities on the ServiceNow platform and will work well out of the box. A ServiceNow Administrator should have little to no issues turning on the plugins and launching the applications “as is,” typically requiring less than a day to implement each application.
As with any non-IT ServiceNow application, it is critical that the that ServiceNow stakeholders collaborate with their peers in HR and other departments that are managing company-wide messaging, policies, and procedures, as proper enablement and training for the user base will maximize success when rolling out the applications.
A brief summary and opinion on the applications:
Emergency Outreach allows ServiceNow customers to quickly distribute relevant messages, policies, and procedures to their employees, as well as gain updates on their safety and location via email or the ServiceNow Mobile App.
This should be a straightforward implementation since most customers have reliable LDAP and User information, which is critical for the use case of this app.
This may be a more involved implementation if there are gaps in your core user data in ServiceNow or email is not a reliable means of communication at your company.
While this application can be easily deployed, there is a heavy dependence on user’s data like location and manager. This can be an issue if there are gaps in your core ServiceNow data regarding users, so this will need to be addressed prior to enabling the application.
With regards to your COVID-19 response, Emergency Self Report enables employees to report health and readiness to return, while also initiating workflows to help managers respond.
Emergency Exposure Management
Emergency Exposure Management allows ServiceNow customers to easily identify who else has been in contact with an affected employee.
For example, if an employee has tested positive for the coronavirus and that information gets disclosed internally, you could use Emergency Exposure Management (via the Outlook plug-in), to go through their calendar and identify the other individuals in meetings that they attended. From there, a notification can be sent to any person who was either in a meeting with the affected employee or was at the location where the infected employee was working.
The implementation is going to be primarily based on regulatory, ethical, and cultural considerations, rather than technical factors.
For essential organizations with employees on the frontline of a crisis, this may be an acceptable level of disclosure, but for others that are further away from the frontline, they will likely want to understand the human/regulatory implications of implementing these tools for the coronavirus pandemic.
Emergency Response Operations
This application is mainly for Government and Health Care clients to assist them in their response to COVID-19, as it was originally developed by Washington State, allowing them to track employees impacted by the virus and resource appropriately.
The Crisis Management Applications are useful tools for managing any event that greatly impacts an organization’s workforce, like the current COVID-19 situation.
While the Crisis Management tools are robust and easy to implement, other factors such as stakeholder alignment, need and culture will need to be considered prior to a successful rollout.
Emergency Outreach and Emergency Self-Report are both easy to implement and will provide value immediately while the usefulness of the other applications will need to be evaluated at your organization.
Video demos of the features, links to downloads, and more information on the ServiceNow Crisis Management Applications can be found here: https://www.servicenow.com/solutions/crisis-management.html