Cmdb for change management

[johansec]

Hey Guys, 

 Sorry if this is the wrong place but I wanted to know the best way to relate ci's to a change request. My company is wanting to basically tie a Service and Service offering at the Request level and actual CI's at the change task level. BUT also wants to stay as out of box as possible with keeping best practices in mine. I'm concerned that this is not the proper way to do this but also don't know enough about change or the cmdb to guide us on this. Curious to hear any thoughts or opinions.

An example would be if one change request such as a deployment would change the schema of a database ( ci 1 ) and push web code to a server (CI 2 ) 

What would be the best practice for something like this? 

Thankyou guys

[Dr Atul G- LNG]

Hi @johansec 

I worked as a Change Manager and happy to gudie you

 My company is wanting to basically tie a Service and Service offering at the Change Request level and actual CI's at the change task level.

Atul:That’s incorrect. A Change must have a CI (Configuration Item), and the CI helps to detect conflicts. So, along with the Service and SO, please make sure to use the CI on the Change form.

I'm concerned that this is not the proper way to do this but also don't know enough about change or the cmdb to guide us on this. Curious to hear any thoughts or opinions.

Atul: To know  more about Change 

Along this best is Go to Now create ( learning.servicenow.com/nowcreate) Go to Assets --> and search for Change Management and you will get a lot of workshop deck. Best to go the same.

here are my videos

Legacy: https://youtu.be/YNT-kaQOxDs

Morden Change: https://youtu.be/UV_Tac-AVDw

DevOps Chaneg: https://youtu.be/h0nDwFONOc8

An example would be if one change request such as a deployment would change the schema of a database ( ci 1 ) and push web code to a server (CI 2 ) 

Atul:No, that's again incorrect. You can create the change task for different steps in the change process, but you should only use those CIs that are either on the change form or under affected or impacted CIs—nothing else.

What would be the best practice for something like this? 

[Shivalika]

Hello @johansec 

Configuration item should ideally be used in change request, because the modern change request by servicenow not the legacy change, where all the further upgrades will come is heavily dependent on CIs - Risk management, Flows. So, I would suggest use it. 

And if you want to add more than one CI in the Change request, add them in "Affected CIs" Related List (task_ci) table. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Shivalika]

Hello @johansec 

Please confirm if you checked my answer. Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for my efforts and also it can move from unsolved bucket to solved bucket. 

Regards, 

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeE

[Pratiksha · Accepted solution]

@johansec The change process out of the box should be used. If you tie CI on task level then in scenarios where multiple servers are needed to be add ( example : patching of all windows servers) 

If you want to add one server to a change then ci field should be used, if service mapping in place then you will know the server is part of any service in impacted service ci related list. 

If multiple ci needs to be used then utilize dynamic ci group. It will add all the cis which are part of the group to affected ci related list in the change. You can automated the process of service offering and services. I would suggest to go through the CSDM. 

If you change the process then it will become customized and you again in few year plan to move to oob. 

Regards,

Pratiksha