How have you implemented Unauthorized Change Requests for CMDB?

[NOW_seeker]

How have you implemented Unauthorized Change Request in your organization?

Whenever there is an unauthorized or an illegal change to any CI, we want an Unauthorized Change Request to be Created.

OOTB, this is an emergency change.

What process do you have around it?

Who does it to go for approval? Does the CI owner have a task assigned to him?

Do you have a separate change management group created only for these emergency changes?

Do you have VP, CXO level people automatically notified as well?

Would you please describe your end to end process?

[Dr Atul G- LNG]

Hi @NOW_seeker 

Wonderful question.

Based on my understanding and experience, out-of-the-box (OOTB) unauthorized change creation is supported only in Emergency Change scenarios. Even in that case, Service Mapping needs to be in place for the process to work automatically.

If Service Mapping is not configured, you will need to create the unauthorized change manually.

ServiceNow provides an OOTB model for handling unauthorized changes, which you can use for manual management. However, if you want the process to be automated, Service Mapping must be implemented and properly configured.

http://servicenow.com/docs/r/xanadu/it-service-management/change-management/unauthorized-change-requ...

https://www.servicenow.com/community/cmdb-articles/video-servicenow-unauthorized-change-detection/ta...

These two links will help you understand the end-to-end process and provide a clearer overall picture of how everything works together.

Note:

Unauthorized change requests are created only for the CIs that are part of the application services. Also, there is a flapper algorithm that uses a learning pattern to minimize false positives.

[Tanushree Maiti]

Hi @NOW_seeker 

An emergency change is often created from a Priority 1 or Priority 2 incident to quickly mitigate a service outage.

The approval process may vary across projects and organizations.

In many projects, the Assess phase is bypassed and the change is moved directly to the Authorize phase to avoid delaying the implementation of the emergency fix.

Approval workflows also differ by project. Some organizations require approval from the Emergency Change Advisory Board (E-CAB), while others route the approval to the Major Incident Management group, since emergency changes are typically associated with high-priority incident tickets.