What is change template
Change templates provide baseline standardisation for common changes, making changes easier to create as well as driving a higher standard of change and compliance. Similar to the concepts used for existing standard change templates, templates used for change models can be proposed, reviewed, versioned, or retire.
How to Create, Publish and Retire a Change Template
Navigate to:
1. All → Models → Change Templates
Click New to create a new template.
2. Fill in Template Details
Provide the required information based on your business requirement, such as:
Fields | Description |
Name | Defines the name of the template that users will see when selecting it during Change creation. |
Table | Specifies the table to which the template applies (e.g., Change Request [change_request]).
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Model | Links the template to a specific Change Model (Normal, Standard, or Emergency).
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State | Indicates the lifecycle state of the template (Draft, Proposed, Published, Pending Retirement, Retired). |
Previous Template | References an earlier version of the template for version tracking and audit purposes.
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Short Description | Provides a brief explanation of the template’s purpose for easy identification.
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Groups | Restricts template visibility to specific user groups (if configured).
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Change Request Template | This section defines which fields will auto-populate when the template is selected.
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Related record section
Section | Description |
Template Field Policies | Used to make specific fields Mandatory or Read-Only when the template is applied. |
Change Task Templates | Allows you to automatically generate predefined Change Tasks when the Change is created using this template.
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Category | Associates the template with specific Change categories for filtering and governance.
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Change Template Metrics | Used to attach performance or reporting metrics to track template effectiveness. |
Approvers | Defines approval requirements specifically for this template, enabling template-level governance.
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3. When a new template is created, its State is automatically set to: Draft
At this stage, the template can still be modified.
Publish the Template
After validating the configuration:
- Click the Publish button.
The system will change the state from:
Draft → Proposed
🔹 Approval Behaviour
- If approval is required:
- The template is sent for approval.
- Once approved, the state changes to Published.
- If rejected, it returns to Draft .
- If approval is NOT required:
- The state directly changes from Draft → Published.
Once published, the template becomes available for use.
Using the Change Template
To use the published template:
- Navigate to:
Change → Create New - In the Change form, locate the Template field.
- Select the custom template you created.
- The form will auto-populate with predefined values.
- Complete remaining fields (if any) and submit the Change Request.
This ensures standardised and faster change creation.
How to Retire a Change Template
When a template is no longer required or needs to be replaced, it should be retired properly instead of deleted.
1. All → Models → Change Templates
Open the template you want to retire.
2. Click the Retire button.
- A retirement request is sent for approval (if configured).
- The template state changes to:
Pending Retirement
During this state:
- The template is no longer available for modifications.
- It is unavailable for new Change creation.
- If Approved:
- The template state changes to Retired.
- It is no longer available for use.
- If Rejected:
- The template state reverts to Published.
- It remains active and usable.
How to Set Approval for Change Model
By default, Change Models in ServiceNow do not have approval users or groups configured. If approval is required before publishing templates associated with a model, it must be configured at the model level.
Navigate to -
1. Change → Administration → Change Models
Open the model for which you want to configure approvals.
2. In the Template Management section of the Change Model form, you will find:
- Template Approval Users
- Template Approval Groups
Add the specific user(s) or group(s) from whom approval should be required before a template under this model is published.
You can configure either:
- Individual user approvals
or - Group-based approvals
Depending on your governance requirement.
- Once approvals are configured at the model level:
- Create or open a Change Template
- Select the Change Model where approvals are defined
- Click Publish
The system will automatically send approval requests to the configured user(s) or group(s).
- After approval:
- The template state changes to Published
- If rejected, it will not move forward in the publishing lifecycle
Conclusion
Change Model Templates in ServiceNow are not just field presets — they are governance enforcers.
They:
- Standardise change execution
- Automate approvals
- Reduce risk
- Improve compliance
- Enable scalable ITSM operations
