ITIL management in that change management in detail and their types in detail

[sanketkhot7]

ITIL management in that change management in detail and their types in detail i want this management details in brief and its flow and their types in details rfc cab 

[abbasshaik4]

Hello @sanketkhot7,

Please refer to the below links:
Change Management in ServiceNow: Everything You Ne... - ServiceNow Community

or
https://www.bing.com/ck/a?!&&p=60616d49710a172411bfe4d3d7e3e259f9f70e510d4eb228fe1a9086b14a65b0Jmltd...

If it is helpful, please mark it as helpful and accept the correct solution by referring to this solution in the future it will be helpful to them.

Thanks & Regards,

Abbas Shaik

[Tejas Adhalrao]

Hi @sanketkhot7 ,

ITIL Change Management in ServiceNow – Detailed Overview

Change Management (called Change Enablement in ITIL 4) is the process of controlling changes to IT services and infrastructure while minimizing risk and reducing service disruption. The objective is to ensure that changes are planned, assessed, approved, implemented, and reviewed in a controlled manner.

Change Management Lifecycle

A typical change follows these stages:

1. Create the Change Request

   • A user or support team raises a change request.

   • The request includes the description, reason, implementation plan, backout plan, test plan, risk, impact, and affected Configuration Items (CIs).

2. Assess the Change

   • The change is reviewed to determine its impact, risk, and urgency.

   • Stakeholders evaluate whether the change is feasible and identify any potential business impact.

3. Approval

   • Depending on the change type, approvals may be required from the manager, Change Advisory Board (CAB), technical teams, or business owners.

4. Schedule the Change

   • The implementation date and maintenance window are selected.

   • Conflicts with other planned changes are checked using the Change Calendar.

5. Implement the Change

   • The assigned implementation team executes the change according to the implementation plan.

   • If issues occur, the backout plan is followed to restore the previous state.

6. Review and Close

   • After implementation, the change is reviewed to confirm that it achieved the expected outcome.

   • Any lessons learned are documented before the change is closed.

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Types of Changes

1. Standard Change

A Standard Change is a pre-approved, low-risk, and repeatable change that follows a documented procedure.

Characteristics:

• Low risk

• Frequently performed

• No CAB approval required for each execution

• Uses predefined implementation steps

Examples:

• Resetting a server service

• Creating a new user account

• Installing approved software

• Updating printer drivers

---

2. Normal Change

A Normal Change is any change that requires assessment and approval before implementation.

It is the most common type of change and follows the complete Change Management process.

Depending on the organization's configuration, Normal Changes may be categorized by risk levels such as:

• Low Risk

• Moderate Risk

• High Risk

Examples:

• Upgrading an application

• Database schema changes

• Network configuration changes

• Server migration

Normal Changes typically require:

• Risk assessment

• Impact analysis

• Approval workflow

• Implementation plan

• Test plan

• Backout plan

---

3. Emergency Change

An Emergency Change is implemented as quickly as possible to restore a critical service or resolve a major incident.

Because of the urgency, the approval process is expedited.

Characteristics:

• High priority

• Minimal delay

• Emergency CAB (ECAB) approval may be required

• Reviewed after implementation

Examples:

• Security vulnerability patch

• Production outage fix

• Critical application failure

• Ransomware response

---

Risk Levels

Organizations often classify changes by risk:

• Low Risk – Minimal impact and well-tested.

• Medium Risk – Moderate impact requiring careful planning.

• High Risk – Significant business impact requiring extensive approvals and testing.

---

Important Fields in a Change Request

Some commonly used fields include:

• Short Description

• Description

• Category

• Type

• Risk

• Impact

• Priority

• Configuration Item (CI)

• Assignment Group

• Requested By

• Planned Start Date

• Planned End Date

• Implementation Plan

• Test Plan

• Backout Plan

• CAB Required

• Change Model

• State

---

Common Change States

A Change Request typically progresses through these states:

1. New

2. Assess

3. Authorize

4. Scheduled

5. Implement

6. Review

7. Closed

(Some organizations customize these states based on their business processes.)

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CAB (Change Advisory Board)

The Change Advisory Board (CAB) is a group of stakeholders responsible for reviewing and approving significant changes.

CAB evaluates:

• Business impact

• Technical feasibility

• Risk

• Resource availability

• Scheduling conflicts

Emergency changes may be reviewed by an Emergency CAB (ECAB) instead of the regular CAB.

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Benefits of Change Management

• Reduces service disruptions

• Improves service quality

• Minimizes implementation risk

• Ensures proper approvals

• Maintains compliance and audit trails

• Improves planning and communication

• Increases the success rate of changes

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Change Management in ServiceNow

ServiceNow provides out-of-the-box capabilities for Change Management, including:

• Change Request records

• Change Models

• Approval workflows

• CAB Workbench

• Change Calendar

• Conflict Detection

• Risk Assessment

• Task Management

• Notifications

• Reporting and Dashboards

These features help organizations manage changes efficiently while maintaining governance and compliance.

---

I hope this explanation helps you understand ITIL Change Management and its different types.

If you found my solution helpful, please mark it as Helpful and Accept Solution. This helps others in the community find the answer more easily.

thanks

tejas😊

[Tanushree Maiti]

Hi  @sanketkhot7 

ITIL Change Management is a structured framework that ensures changes to IT services are planned, assessed, approved, and implemented in a controlled manner to minimize risk and reduce service disruption.

Process flow of Change Management: 

• RFC Submission: A Request for Change (RFC) is submitted with details of the proposed change, including its impact, associated risks, and implementation plan.
• Review and Assessment: The Change Manager evaluates the RFC, considering potential risks, costs, business impact, and resource requirements.
• Authorization: The change is approved either by the Change Manager or, for more significant changes, escalated to the Change Advisory Board (CAB) for review and approval.
• Implementation and Post-Implementation Review: The approved change is implemented, validated through testing, and reviewed to confirm that the intended objectives were achieved without introducing unforeseen issues or incidents.

Refer:

ITIL Change Management - A Comprehensive Guide

What is IT Change Management

https://www.servicenow.com/in/products/itsm/what-is-it-change-management.html?state=seamless