ServiceNow
What does ITSM stand for?
IT Service Management
What system failed during the outage?
Active Directory Authentication
How many appointments were impacted?
Over 10,000 appointments
What priority level was assigned to the outage?
P1 – Critical
What rollout strategy was suggested for patches?
Roll out patches in stages
What platform powered the outage response?
ServiceNow
What caused the replication issues?
Failed patch
Estimated financial loss?
Over $200,000
Who was the Incident Commander?
Jared A.
What technology monitors AD in real time?
AI monitoring
What framework does ServiceNow follow?
ITIL
How long did the outage last?
5 hours and 30 minutes
How many tickets were created in 25 minutes?
250 tickets
How often were updates sent?
Every 20 minutes
What AI feature predicts outages before failure?
Predictive Outage Detection
What module maps systems and servers?
CMDB
What critical system became inaccessible?
EHR
How many incidents were logged?
2,000 incidents
What action restored services?
Patch rollback
What AI support tool reduces helpdesk calls?
Virtual Agents / Chatbots
What module focuses on root causes?
Problem Management
What organization was affected?
TriState Health Alliance
What hospital activity was interrupted?
Medication administration
What board approved emergency changes?
CAB (Change Advisory Board)
Biggest lesson learned from the outage?
Fast communication reduces operational risk