Process for Failed Changes?

[Gemma4]

Hi everyone, 

Does anyone have any information on best practices for servicenow when a change has failed? I realize we have closure codes we can use to report on failed changes. However, what is best to ensure a failed change is remediated and not forgotten?

[Danish Bhairag2]

Hi @Gemma4 ,

When a change in ServiceNow fails, it's essential to follow best practices to ensure it's properly remediated and not forgotten. Here are some recommended steps to take:

1. **Immediate Response**: As soon as the change fails, the change manager or responsible team should acknowledge the issue and begin investigating the root cause. This may involve reverting the change or implementing a temporary workaround to restore service.

2. **Document the Failure**: Record detailed information about the failed change, including the date and time of the failure, affected systems or services, symptoms, and any relevant error messages or logs. This documentation will be valuable for analysis and remediation efforts.

3. **Assign Ownership**: Assign ownership of the failed change to a responsible individual or team. Clearly define roles and responsibilities for investigating, remediating, and documenting the failure.

4. **Perform Root Cause Analysis (RCA)**: Conduct a thorough root cause analysis to identify why the change failed and what factors contributed to the issue. This may involve reviewing change records, configuration items, and related documentation, as well as collaborating with subject matter experts.

5. **Implement Corrective Actions**: Based on the findings of the RCA, implement corrective actions to address the root cause of the failure. This may include updating procedures, adjusting configurations, providing additional training, or making other improvements to prevent similar failures in the future.

6. **Update Change Management Process**: If necessary, review and update the change management process to incorporate lessons learned from the failed change. This may involve revising procedures, updating approval criteria, or enhancing testing and validation requirements.

7. **Communicate with Stakeholders**: Keep stakeholders informed about the status of the failed change and any remediation efforts. Provide regular updates on the investigation, resolution, and preventive measures being implemented to mitigate future risks.

8. **Monitor and Follow Up**: Continuously monitor the remediation efforts to ensure they are effective and that the issue is fully resolved. Follow up with the responsible parties to verify completion of corrective actions and confirm that the change has been successfully remediated.

9. **Review and Learn**: After the failed change has been remediated, conduct a post-implementation review to evaluate the effectiveness of the remediation efforts and identify any areas for further improvement. Document lessons learned and incorporate them into future change management practices.

10. **Continuous Improvement**: Use the insights gained from failed changes to drive continuous improvement in change management processes, practices, and capabilities. Encourage a culture of learning and adaptation to help minimize the likelihood of similar failures in the future.

By following these best practices, you can ensure that failed changes in ServiceNow are promptly addressed, properly remediated, and used as opportunities for learning and improvement within your organization.

Thanks,

Danish

[Dr Atul G- LNG]

Hi @Gemma4 

The failed changes process is not in SN as of now and it is depend on process. For a process

1. Do PIR as soon you come to know change failed.

2. Do in person meeting if possible with all team who involved in change.

3. Make a corrective action / preventive action list.

4. Important , if a standard change get failed , disable/ hide the template and take this change as Normal and make sure it go in CAB next time. 

5. Get hold of all user(s) who participated in risk assessment of failed changes.

6. You can use 5 Why , Fish bone technique (if possible)