If the IT system is down during a critical project, I would immediately communicate with stakeholders to inform them of the issue, acknowledging the impact and providing an estimated resolution timeline. I would send regular updates on progress, including the steps being taken to resolve the issue and any potential workarounds. Transparency is key, so I’d be proactive in addressing concerns and managing expectations. To keep stakeholders engaged, I’d offer alternative solutions or adjustments to the project plan, ensuring they feel informed and involved in decision-making as the issue is resolved.

During critical IT downtime, immediately establish a crisis communication plan. Notify stakeholders with clear, concise updates on the issue, impact, and estimated resolution timeline. Use real-time communication channels (emails, dashboards, or calls) for status updates. Assure them of active remediation efforts and share progress transparently. Offer contingency plans to mitigate delays and maintain trust.

Every org should have a ticketing system. Create a priority 1 issue and notify all stakeholders.Ensure they receive timely updates until everything is restored... Engage technical team to fix issues within sla

Incident Management Planning mitigates the risk of poor communication during real incidents. There should be different arrangements for different incident types and/or levels.

Adding a simple FAQ or troubleshooting guide for stakeholders, chats groups during downtime could also help reduce confusion and make them feel more in control.

Status Reports: Provide weekly or bi-weekly status reports summarizing project progress, issues, and risks. Meetings: Schedule regular meetings (e.g., weekly or bi-weekly) to discuss project updates and address any concerns.

During critical IT downtime, immediately establish a crisis communication plan. Notify stakeholders with clear, concise updates on the issue, impact, and estimated resolution timeline. Use real-time communication channels (emails, dashboards, or calls) for status updates. Assure them of active remediation efforts and share progress transparently. Offer contingency plans to mitigate delays and maintain trust.

Need to Inform all Stakeholders of the Project about the issue via Industry Tools which they are using in the organisation including impact of the downtime with backup plan and estimate time of the resolution and at last sharing the RCA of the same.

Prior to starting these projects, you should engage with an ITIL Certified Change Manager. This person will ensure that stakeholders are informed about the pending project work AND have a backout plan in place in case something goes wrong and the work cannot be completed. That way stakeholders will not be inconvenienced with a failure and work cannot be performed with the system until another attempt can be made.