Change management for external customers

[sireland]

We are looking to implement change control for external customers but found limited information on best practices other than allowing general visibility to the change table. What is the best practice way to implement features like attaching multiple customers to a change as needed? Is it best to extend the OOTB change table to accommodate customizations or use a custom table and reference back to it? Do you also just separate out the CAB to have an operational cab for external users and an internal CAB to separate out changes/access? Any input or information would be greatly appreciated, thank you!

[Tanushree Maiti]

Hi  @sireland 

1. Configure a Data Table from Instance Definition widget to display relevant .change_request records directly on the customer portal.

refer: CSM integration with Change Management 

2. Enable external customers to access  change records

 Refer: Enable external customers to access problem, change, and request records 

              https://www.servicenow.com/community/itsm-forum/acls-to-allow-external-users-to-see-change-requests-...

3.  Enable external customers to approve changes via the CSM portal, allowing them to review details on the Related Records widget.

4. Use the Company field on the change request to manage visibility and link a change to specific external customers

5.  Implement a dedicated Operational CAB for external customers to approve changes, separating them from internal change processes.

[SohamTipnis]

Hi @sireland,

Maybe this article will help you understand better about change management:

Change Management in ServiceNow: Everything You Need to Know 

Let me know if this helps you!!! 😉

If you find my answer useful, please mark it as Helpful and Correct. ‌‌‌‌😊

Regards,
Soham Tipnis
ServiceNow Developer || Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10