Major Incident Management: On-Call Scheduling
ServiceNow, Tuesday, July 14th, 2026
Implementation guide for on-call scheduling to route incidents automatically to the right responder by severity.
This guide walks ServiceNow administrators and incident management teams through implementing on-call scheduling, the automated mechanism for routing incidents to the right responder at the right time.
On-call scheduling routes incidents based on published schedules, rosters and escalation policies, providing a single source of truth that drives notification and escalation workflows and eliminates manual hunting for who is on call.
ServiceNow positions it as the primary way to apply the right level of response rigor to each incident severity level.
The guide covers prerequisites, plugins and roles, then a step-by-step implementation from schedule publication through escalation tracking. It closes with success metrics, KPIs and a validation checklist.