Emergency notifications in Everbridge
Summarize
Summary of Emergency notifications in Everbridge
ServiceNow’s Business Continuity Management (BCM) application integrates with Everbridge’s notification system to enable sending emergency notifications to individuals or groups. This integration supports both one-way alerts and two-way communication through established delivery channels, helping organizations effectively coordinate crisis response activities.
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Key Features
- Emergency Notification Sending: Notifications can be sent from the Business Continuity Workspace, triggering a workflow in Everbridge from Draft to Complete state and creating incidents linked to the notification.
- Delivery Channels and Contacts: Delivery channels must be created and maintained in Everbridge and imported for the specific organization ID to facilitate notification delivery and contact management.
- Notification Tracking: The Emergency notifications tab displays details such as notification state, start and end dates, and contact responses.
- Response Summary: A comprehensive summary shows the number of contacts notified, unreachable contacts, acknowledgments received (including late acknowledgments), and pending acknowledgments. This data is synchronized from Everbridge and presented within Business Continuity Workspace.
- Follow-up Notifications: If initial notifications fail to reach many contacts, additional notifications can be sent to alternative groups, such as management teams, to ensure critical messages are received.
Practical Application for ServiceNow Customers
This integration enables you to quickly notify and engage stakeholders during crisis events, ensuring timely communication and response coordination. By leveraging Everbridge’s delivery channels and contact management within ServiceNow BCM, you gain visibility into notification statuses and recipient engagement, helping to drive effective crisis management and business continuity efforts.
To implement and manage this integration, refer to the administrative setup tasks for Everbridge notifications within your BCM configuration.
You can integrate Crisis Management in the BCM application with Everbridge notifications system. You can then send an emergency notification to an individual or a group of people alerting them of an impending emergency. It provides a one-way notification and two-way communication through properly established delivery channels.
Crisis Management in Business Continuity Management application uses Everbridge to direct certain crisis response activities. This integration helps to send notifications about critical events to stakeholders and coordinates responses from them in an effective two-way delivery channel.
To send a notification, you need correct contacts, groups, and delivery channels. Delivery channels are created and stored in Everbridge and you have to import those delivery channels for your particular organization ID. These delivery channels are used for sending notifications and contact creation.
Process for sending the emergency notifications
You can send an event notification that triggers a complete workflow of the activities from the Draft to the Complete state in Everbridge. You can monitor all activities from Business Continuity Workspace.
When you send an emergency notification from the Business Continuity Workspace, the action creates an incident and a notification for the incident in Everbridge to be sent to the right contacts and groups.
The emergency notifications for an event are displayed on the Emergency notifications tab for the event. You can view the details of the emergency notification such as the notification state, start date, end date, and so on as shown in the following example.
The emergency notification form is shown in the following example.
Summary of the notification sent to contacts
The Summary section in the notification form displays a list of the contacts and groups to whom the notification was sent and their responses are also recorded. It also displays the number of contacts who could not be reached, the number of contacts who acknowledged the notification, and the number of pending acknowledgments. This information is retrieved from Everbridge and it is displayed in your Business Continuity Workspace as shown in the following example.
The Summary section in the notification form contains the following information:
- Sent to
- Number of contacts to whom the notification was sent.
- Unreachable
- Number of contacts to whom notification was not sent.
- Acknowledged
- Number of contacts who acknowledged the receipt of notification.
- Pending acknowledgment
- Number of contacts who did not acknowledge the receipt of notification.
- Late acknowledgment
- Number of contacts who confirmed the receipt of notification after the notification duration had elapsed.
If there are many contacts to whom the notification could not be delivered, then you can create another notification for the same crisis event. This time, you can send it to a team of managers, as the previous notification did not reach many contacts.
Administrative tasks for integrating Crisis Management with Everbridge
For information on the administrative tasks for integrating Crisis Management with Everbridge notifications system, see Setup for Everbridge notifications.