ServiceNow Change Management

Blog post description.

9/13/20241 min read

worm's-eye view photography of concrete building
worm's-eye view photography of concrete building

In ServiceNow, Change Management is a crucial IT Service Management (ITSM) process that manages the lifecycle of changes with minimal disruption to IT services. There are different types of changes in ServiceNow, each designed to address specific business needs based on the level of risk, urgency, and complexity.

Types of Change Management in ServiceNow:

  1. Standard Change:

    • Definition: A pre-approved, low-risk change that follows a well-defined and repeatable process.

    • Examples: Routine updates such as software patches, password resets, or hardware upgrades.

    • Approval: Since the change is pre-approved, it does not require additional approvals each time.

    • Key Features:

      • Low risk

      • Predictable outcomes

      • Automated implementation

      • Predefined in a change template

  2. Normal Change:

    • Definition: A change that is not pre-approved and requires an assessment, approval, and planning process before implementation.

    • Examples: Upgrading a critical application, changing network configurations, or migrating data.

    • Approval: This change type goes through a defined workflow that may involve multiple approvals, including from a Change Advisory Board (CAB).

    • Key Features:

      • Requires risk assessment and planning

      • Follows a complete change lifecycle: creation, risk analysis, approval, implementation, and review

      • May involve CAB meetings for approval

  3. Emergency Change:

    • Definition: A high-priority change that must be implemented as quickly as possible to resolve a critical incident, prevent an outage, or restore service.

    • Examples: Fixing a critical security vulnerability, addressing a major system failure, or restoring a downed server.

    • Approval: Approval is fast-tracked, often involving fewer steps or CAB approval post-implementation due to the urgency of the situation.

    • Key Features:

      • High urgency and potential business impact

      • May bypass normal approval processes but must be reviewed post-implementation

      • Requires quick response, planning, and execution

  4. Expedited Change (Optional Type):

    • Definition: A change that needs to be processed faster than a normal change but is not as urgent as an emergency change.

    • Examples: Security patches that need to be deployed within a specific timeframe.

    • Approval: Typically requires quicker approvals than a normal change but still goes through a risk assessment process.

    • Key Features:

      • Shortened review and approval timelines

      • Moderate risk and urgency

Key Elements of Change Management in ServiceNow:

  • Risk and Impact Assessment: Each change type undergoes a risk and impact evaluation to ensure proper planning and minimize potential disruptions.

  • Change Advisory Board (CAB): For Normal and some Emergency changes, CAB meetings are held to evaluate and approve changes based on their impact on the business.

  • Change Workflow: ServiceNow automates the workflow for each change type, ensuring that the proper steps, from initiation to closure, are followed.