Major Incident Communication Template Examples https://itsmfuk.site-ym.com/forums/posts.aspx?topic=1828658 Sat, 6 Jun 2026 18:50:33 GMT Tue, 9 Sep 2025 15:55:22 GMT Copyright © 2025 itSMF UK Major Incident Communication Template Examples https://itsmfuk.site-ym.com/forums/posts.aspx?topic=1828658 https://itsmfuk.site-ym.com/forums/posts.aspx?topic=1828658 Hi all,

My team are looking to update our Major Incident Communication Template so that communications to our stakeholders and customers are short and succinct. 

I was wondering if anyone was able to share any examples or have any ideas on how to best manage communications?

Our current template can often cause additional effort which causes issues with the quality of the communication itself and takes time to complete while managing recovery. 

Thanks!

Jack.

]]> Wed, 27 Aug 2025 11:56:41 GMT https://itsmfuk.site-ym.com/forums/posts.aspx?topic=1829803 https://itsmfuk.site-ym.com/forums/posts.aspx?topic=1829803
We use a standard email template, which we also incorporated into ServiceNow (where it mails from the system).

We typically include the following information:
- Summary of Incident (one-liner)
- INC ref.
- Time logged, time promoted to Major Incident
- Next update (when it is expected, this could depend on your intervals)
- Current status and who are engaged
- Impact - think what services, locations, business areas are affected and how.
- Action Plan - this is where you can capture the latest updates and include things like what are we doing, who owns it, what is the status (pending, completed) and an update that you try to keep to a one-liner.

While it is important to keep stakeholders updated, the MIM also needs to focus on service restoration.

I hope that helps, but please reach out if you need further help.]]> Tue, 9 Sep 2025 16:55:22 GMT