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BlackBerry partners with ServiceNow for incident response management

BlackBerry has announced it has entered into a partnership with ServiceNow to integrate the BlackBerry AtHoc service within the Now platform for rapid crisis communications and IT service management. 

By integrating BlackBerry AtHoc into the Now Platform workflow stack, IT operations teams will be able to leverage multiple communications channels in the case of an incident, allowing for more efficient and secure communication. According to BlackBerry, this leads to higher levels of collaboration with the wider business to maintain efficiency, productivity and profitability.

"With this partnership, IT teams will have the ability to alert and assemble a best-in-class crisis team to troubleshoot and resolve any issue such as a critical service outage or an interruption to service, directly within the ServiceNow interface on the Now Platform," the company says in a statement.

"Not needing to leave the platform removes the friction of multiple windows and open applications to allow faster incident response and better management of the problem."

Teams will also be able to monitor the audit log to conduct a post-mortem review of the incident response.

“We understand that our customers spend a lot of time on the ServiceNow platform planning for and developing workflows to meet their business needs,” says Ramon Pinero, vice president of BlackBerry AtHoc Services, BlackBerry. 

“With BlackBerry AtHoc embedded into their ServiceNow workflows, customers can now seamlessly send timely and secure notifications about critical events, such as service outages and new return to work guidelines to its users without having to switch from the ServiceNow experience, thereby minimising disruptions to the organisation and reducing overall recovery time.”

Matt Schvimmer, senior vice president and general manager of ITSM Business Unit at ServiceNow, says the partnership pairs together "two best of breed players to offer world-class, secure incident response management within a comprehensive digital workflow".

“We are delighted to have BlackBerry AtHoc as a trusted partner and look forward to offering our customers AtHoc capabilities directly from our App Store," he says.

BlackBerry AtHoc allows organisations to safely and securely communicate with their workforce and other organisations through any device. BlackBerry AtHoc leverages the power of mobility, hybrid cloud, and the IP network to deliver a unified and secure end-to-end solution capable of real-time collaboration, keeping critical business operations running.

BlackBerry hosted its annual Security Summit this week, where industry experts and thought leaders from across the globe discussed a range of topics, including security in a remote working world, business continuity, Zero Trust/zero touch, artificial intelligence, machine learning, and crisis communications for employee safety.