Modern Change management

[akamuzonde]

Hello all,

Has anyone out there implemented the new change models for Normal, Emergency and Standard changes. Keen to see what you have built in terms of approval definitions etc.. the only examples I'm seeing are related to DevOps and we are no way near that level of maturity yet.

Kind Regards,

Tony

[Ravi Gaurav]

Hi @akamuzonde 

Yes  this is a common question when people move to Change Models (introduced with ITSM Best Practice / Change Success Pack). You don’t need DevOps maturity to use them — the idea is to standardize Normal, Emergency, Standard flows using Change Model records instead of hard-coding logic.

How Change Models Work

• A Change Model is a configuration record (table: change_model) that defines:

  • Applicable type (Normal, Emergency, Standard)

  • Approval definition (sequence of approvals)

  • Risk & condition logic (optional)

  • Workflow/Flow to execute

• When you create a Change, the platform checks its type → attaches the relevant model.

 

Typical Implementations

1. Normal Change

• Risk assessment → mandatory

• Approvals:

  • CAB approval (often via Change Advisory Board group)

  • Sometimes manager approval if high-risk

• Workflow: risk calculation → approvals → implementation → review → close

2. Emergency Change

• Fast-track approvals:

  • Often just Emergency CAB (ECAB) or Duty Manager approval

• Workflow: short circuit — skip CAB, go straight to implement, with post-review after change is applied

3. Standard Change

• Pre-authorized (no approvals each time)

• Uses a Standard Change Template (pre-defined steps, CI, risk = low)

• Workflow: implement directly → close after verification

 Approval Definitions (examples)

• Normal:

  • Approval Rule: if risk >= Medium → CAB Group

  • Else → Manager approval

• Emergency:

  • Approval Rule: ECAB Group (one approver suffices)

• Standard:

  • No runtime approvals (set “Skip approvals = true” on model)

  • Optional: auto-approve activity inside flow

 How Teams Start (without DevOps)

Most customers I’ve seen:

• Create 3 Change Models (Normal/Emergency/Standard).

• Link each to a Flow Designer flow (instead of old workflow).

• Define simple approval rules in the model, not in Business Rules.

• Standard changes: create a few Standard Change Templates (like “Patch Linux server” or “Install approved software”).

 Best Practices

• Keep the approval logic inside the Change Model, not scattered in scripts.

• Use groups (CAB, ECAB, Change Managers) rather than individuals.

• Start simple:

  • Normal → Manager + CAB

  • Emergency → ECAB

  • Standard → none (pre-approved)

[Dr Atul G- LNG]

Hi @akamuzonde 

https://youtu.be/UV_Tac-AVDw

[Dr Atul G- LNG]

Hi @akamuzonde 

Please refer to the "Now Create – Change Management Process" workshop deck.