How do you notify your users of upcoming changes?

HugoFirst · ‎11-01-2017

We been using the banner portion of the page to announce changes to ServiceNow such as upgrades, new applications, etc.

Here's an example:

The text in the first line is set in the system properties as the "Leftmost portion of the page header and browser title.

The blue link is derived from HTML markup in the "Rightmost portion of the page header and browser title".

This has served us well for the past couple of years.

But we're now planning to upgrade to Istanbul and UI 16 in the next couple of weeks.

The scheme I've used doesn't work well in UI 16.

So I'm looking for a another way to announce upcoming changes, etc. to our users. Any idea?

Inactive User24 · ‎11-01-2017

Hi Steve,

Basically, we request for a change and once it is approved we will notify users of upcoming change through bulk emails.

Please read following.

Change Management Workflows - ServiceNow Wiki

ITIL Change Management - ServiceNow Wiki

I hope this ServiceNow wiki will help you more. If you have any problem let me know.

Inactive User24 · ‎11-01-2017

The community outside of IT has access to the Knowledge Base. So We post all changes that will be impacting the business on that site in a section called Maintenance and Alerts. They know to go there to see all upcoming information. We also have a link from our main company site that will take them to the same place.

kchorny · ‎11-01-2017

I create a change request and a release notes article in a knowledge base called ServiceNow Releases. The article describes the change and its impacts, links to the task where the enhancement or issue was requested/reported, links to the change request, and gives the implementation date/time. It also lists the update set and the dev instance in case something happens to me so someone else can implement it or at least knows where it is. Sometimes, when the development is complicated, I'll attach administrator/developer notes to the article.

I then send out an email to a distro announcing the change and providing a link to the article.