Change Management process to be incorporated with best updated Workflow and Models

[VIKASM535239375]

Change Management process to be incorporated with below details:-

    Risk Assessment
   Mandating few fields such as Change Plan, Test Plan, Backout Plan, Justification and Objects affected to ensure that support teams provide detailed notes.
    Mandating close notes at change closure
    Standard Change templates

How to perform above steps?

[sreeram_nair]

To incorporate the Change Management process with updated workflows and models in ServiceNow:

Risk Assessment

• Risk Conditions:
  1. Navigate to Change > Administration > Risk Conditions.
  2. Configure rules for risk calculation based on fields like urgency, impact, or priority.
  3. Use weight-based scoring to categorize changes into low, medium, or high risk.
• Define risk criteria by creating risk calculation rules:
• Use Risk Assessment Questions for specific inputs to assess risks.

• Navigate to Change > Administration > Risk Assessment Questions.
• Add specific questions (e.g., "Is downtime expected?") and define scoring rules.

• Risk Assessment Integration:
• Ensure your workflow includes a step to calculate and display the risk level.
• For higher risks, add mandatory approval workflows or validation tasks.

Mandating Specific Fields

To ensure that fields like Change Plan, Test Plan, Backout Plan, Justification, and Objects Affected are mandatory:

• Use Dictionary Configuration:
• Navigate to System Definition > Dictionary.
• Search for each field and mark the Mandatory checkbox.
• Ensure the fields are included on the form layouts for specific change types.
• Use UI Policies:
  1. Condition: Set rules like "Change Type is Emergency or High-Risk."
  2. Action: Mark the fields as mandatory and visible.
• Navigate to System UI > UI Policies.
• Create a UI Policy to make fields mandatory:

Mandating Close Notes at Change Closure

• Update Workflow:
• Navigate to Workflow > Workflow Editor.
• Open the workflow associated with the Change Request.
• Add a step before closure to check the Close Notes field.
• Enforce through Business Rules:
• Navigate to System Definition > Business Rules.
• Create a Before Update business rule for the change_request table.

Standard Change Templates

• Create Standard Change Templates:
  • Change Category
  • Implementation Plan
  • Test Plan
  • Backout Plan
  • Risk Level
• Navigate to Change > Standard Change > Standard Change Templates.
• Create new templates for recurring changes (e.g., server reboots, patch updates).
• Define pre-filled fields for the template, such as:
• Automate Template Selection:
  • Navigate to Change > Standard Change > Standard Change Catalog.
  • Configure a catalog of standard changes.
• Use the Standard Change Catalog:
• Link workflows to templates for auto-approval and reduced manual intervention.

Updated Workflows

• Use Flow Designer or Workflow Editor to update workflows:
• Add approval steps for CAB (Change Advisory Board), Risk Review, and Final Validation.
• Automate assignments based on risk or priority using Assignment Rules.

[Dr Atul G- LNG]

Hi @VIKASM535239375 

I'm not entirely sure about your exact use case. I worked as a Change manager and am happy to help you in depth if required.

ServiceNow provides an out-of-the-box Risk Assessment feature:
Watch here

The Change Model functionality is also available now:
Watch here

For Standard Change, you can refer to this:
Watch here

https://youtu.be/0gdkXuN9KFc

https://youtu.be/UV_Tac-AVDw

https://youtu.be/tjgNbUIfUB0