Is everyone using content management to document their Epic changes when using Data Courier?

[christopherkill]

Starting a thread here to better understand the use cases across different health systems.  How are you using Servicenow change management to normalize and share data courier changes across the enterprise?

[Blue]

Do you not have a ton of CIs for each master file? Is it a large volume of CIs?

[Bryan Benavides]

We do currently use CM to manage the bulk of our changes, however, we have noted many gaps, as content management doesn't control or audit master file items that have to be manually edited in an environment, as well as items like Workflow Engine Rules. Additionally, there's not a great way to document the approvals that we give via our CAB meetings. 

I've been a Data Courier Administrator for a couple of years now, and I am transitioning over to a role where I'll oversee ServiceNow development. Epic 2018 has exposed a RESTful/SOAP interconnect interface that allows outside systems to interact with Content Management, and it's a major goal of mine to create a bidrectional interface between ServiceNow and Content Management to allow us to have a well documented, reportable approval workflow -- but not require double data entry by application analysts. In cases like manually entered LSD/HDF changes, WER changes, and so on, they'll have the ability to enter these in SN and they'll get approved via the same workflow. 

[Ryan56]

This sounds extremely similar to what we've noticed and what we're planning to do at some point.  Right now we have an internal web app that uses web services to query CM tickets for some information, but we want to incorporate that into ServiceNow and be able to sync a SN Story or Change with a CM ticket, eliminating the double data entry.  We're waiting for a little more development from Epic for what we're trying to do, but it's very similar to what you described.

Currently we use Content Management for most of our build, excluding break-fix and preapproved changes.  But if we can get what I described above working, we'll probably just make it standard for all types of changes.

[brl]

We don't use Content Management for all our packages. Its use varies between teams. We do require that all Data Courier packages sent to production have a valid change number entered in the comments. We have a hard stop programming point that does some validation when the dependencies are calculated. One of the things it does is perform a real-time query against ServiceNow to ensure the change is in the Implement state.

I'd like to capture the actual contents of the Data Courier package upon sending and push that to the change record entered to automatically document all the records that were included in the change. However, building that is still on our backlog.

[cgreening]

Thank you for this thread.  My organization is interested in utilizing Service Now change management module to consolidate our IT Operations view of technical and application changes moving to Production in one place.   Following....