Migrating to Change Models

[shloke]

Hi,

We already have change request module implemented in our instance and we are planning to design an enterprise change using new flow designer and change model concept in ServiceNow.

I would like to get some thoughts on some of the best practice recommendations from experts here, like can we have both legacy thing running and implement new change flow for enterprise change management.

Issue: We cannot deactivate the legacy change using workflows all of a sudden and will require a phased approach. 

Can we tweak the OOTB interceptor to redirect users to new model UI and also keep the legacy interceptors as well?

Technically , it is feasible but would like to know on best practices on above.

Regards,

Shloke

[Amit Gujarathi]

HI @shloke ,
I trust you are doing great.
Yes its feasible and quite easy steps to follow to create a new change type.
Please refer below doc for the same
https://docs.servicenow.com/bundle/vancouver-it-service-management/page/product/change-management/ta...

[shloke]

Hey @Amit Gujarathi 

My bad, was not able to explain the requirement properly above. Creating a new change type is not a question here.

We already have legacy change management using workflows and heavily customized as well. So reverting at this point of time is an tedious task to be honest.

Now, the plan is to design a generic Enterprise change management using new flow designer, change Model, and Change approval policies for certain internal brands.

Next step would be to migrate legacy workflows as well to this enterprise model in a phased approach in future

Question - Can we keep both legacy workflows and new flow for enterprise change management. Technically we can achieve it by adding a new menu ti the old change interceptor i.e. a new link which takes users to new change model UI Page landing.

My ask was to get some thought on if this is a good practice or not and thought of getting some thougts here from wider community forum.

Regards,

Shloke

[scott barnard1 · Accepted solution]

Hi Shloke

Looking at change flows rather than workflows they seem to evaluate the records based on type and model. So for example If I have a change model called "normal change" and create a change request of the "Normal" type, that does not have a model defined, the old workflow fires.

If  I then create a change with the model defined as "normal change" and the type as "normal change" the workflow does not fire and the flow design based on normal change does.

This is in a PDI so it looks possible but I need to check on the run conditions for the customized workflows that we use but it looks like it's possible to run in parallel as long as you have set models for alternate paths.

So In my case no model and normal change means follow the workflow and old behaviour.

Then I would need models for my local, regional and global pathways.

Regards

[scott barnard1]

I have the same issue with our old change implementation. We have in the distant past customized the original change approval work flow and would now like to progress to using ootb change policies etc. However I have noticed that there are some change flow designs now available. So need to review what they cover and what they don't.

However swapping one to the other and gracefully retiring the old variant, so no hard stop, is proving a challenge. 

Will be interested to see if anyone else has found a solution