In ServiceNow, when a Service Provider Incident Manager is tasked with creating a ‘Plan Definition’ for Task Communication Management specifically for a major incident in a customer domain, the plan should be created within that customer domain. This ensures that the communication plan is tailored to the customer’s environment and is triggered only when conditions within that domain are met.

The ServiceNow documentation provides guidance on setting up communication plans. It states that a communication plan should be defined for a task record to specify communication tasks andcontact definitions. When the conditions for the plan definition are met, the communication plan and its associated records are automatically attached to the task record, which in this case would be the major incident accepted on behalf of the customer domain1.

Creating the plan definition within the customer domain ensures that the communication tasks and contacts are relevant and specific to the customer’s needs, which is essential for effective communication management during major incidents. This approach aligns with ServiceNow’s best practices for domain separation, where customer-specific configurations are maintained within their respective domains to avoid interference with global settings and other customer domains.