Case Study: ServiceNow achieves rapid incident response with Twilio SMS and Voice

Servicenow Notify Leverages Twilio SMS and Voice for Fast Response to It Issues And Outages

ServiceNow, a leading service management provider, faced the challenge of quickly mobilizing the right teams and keeping stakeholders informed during IT incidents and outages. Relying on email and conference calls was slow and unreliable, risking delayed resolution and broader business impact.

ServiceNow launched the Notify plug-in with Twilio SMS and Voice to enable bi-directional alerts, on-call scheduling, and task escalation directly within the platform. After testing over 150,000 messages with sub-second average latency and no errors, the integration delivered reliable global reach, faster incident response, simple user workflows, rapid customer adoption, and plans to expand into richer voice and additional channels.

ServiceNow

Chris Pope

Chief Strategy Office