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SupportWorld Live Schedule 2024

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in MST.

Session 601: SBAR: A Simple, Concise Approach to Incident Documentation

Michael Eaton  (Manager, Service Center, Tideworks Technology)

Location: Room 201

Date: Wednesday, May 1

Time: 4:15 pm - 5:15 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass - Get your pass now!

Track : Optimizing the Support Organization

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

SBAR is a "handover mnemonic" that stands for Situation, Background, Assessment, and Recommendation. Originally developed by the military for use on nuclear submarines, in the 2010s, when Providence St. Joseph Health was looking for ways to improve their operations while also better aligning their business by borrowing and adapting the best practices of the caregivers they served, they adopted SBAR as the basic standard for incident documentation. By leveraging the SBAR, the organization was able to realize improved MTTR, improve caregiver satisfaction, and reduce misunderstandings between IT teams. In this session Michael Eaton will break down the four elements of SBAR and explain how the adoption of SBAR provides and objective framework with which to measure incident documentation for quality and performance management purposes.


SBAR is inherently flexible and can be applied to communication practices whether they are simple and informal or highly structured.

SBAR does not demand any particular style or formatting requirements in written communication.

A technician or analyst must gather sufficient information in order to satisfy all four elements of SBAR. Thus SBAR establishes a baseline of investigative effort when interacting with customers.

SBAR is simple to teach and easy to learn, but internalizing SBAR as a communication habit requires practice and benefits greatly from active, ongoing coaching.