Emergency notifications in Everbridge
Summarize
Summary of Emergency notifications in Everbridge
ServiceNow's Business Continuity Management (BCM) application integrates with Everbridge to enable emergency notifications for crisis management. This integration allows you to send one-way alerts and facilitate two-way communication with individuals or groups during emergencies through established delivery channels.
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The integration directs crisis response activities by notifying the right stakeholders about critical events and coordinating their responses effectively.
Key Features
- Notification Sending: Initiate emergency notifications from the Business Continuity Workspace, which triggers an incident in Everbridge and sends notifications to specified contacts and groups.
- Delivery Channels: Delivery channels must be created and stored in Everbridge, then imported into ServiceNow for your organization. These channels are essential for sending notifications and managing contacts.
- Notification Tracking: The Emergency Notifications tab displays details such as notification state, start/end dates, and summaries of recipients' responses.
- Response Summary: View comprehensive details including the number of contacts notified, unreachable contacts, those who acknowledged the notification, pending acknowledgments, and late acknowledgments.
- Follow-up Notifications: If many contacts do not receive the notification, you can send subsequent alerts targeting other groups, such as a team of managers, to ensure message delivery.
Practical Use for ServiceNow Customers
By integrating Everbridge with Crisis Management in BCM, you can streamline your emergency communication workflows from within ServiceNow. This setup helps you:
- Send timely alerts to the right stakeholders during crises.
- Monitor notification delivery and acknowledgment statuses directly in your Business Continuity Workspace.
- Manage delivery channels and contact groups efficiently to ensure comprehensive communication coverage.
- Adjust communication strategies based on feedback about unreachable contacts.
Next Steps
To implement and configure this integration, including setting up delivery channels and importing contacts, refer to the administrative documentation on setting up Everbridge notifications. This ensures your organization’s notification system is correctly established for effective crisis communication.
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.