Modern Change Management - Open Office Hours - Best Practices & Challenges

[JuliaAllenSN]

A big thank you to everyone who registered and came to our Change Management and release 'Open Office Hours' - where we address adoption issues and hold an open Q&A related to modern change. 

Attached are the Modern Change decks for reference, along with the implementation readiness checklist designed to help existing clients identify gaps in their current change and release journey.

June Open Office Hours

Thank you to all who attended. Please find our presentation deck for Modern Change and AI Agents. If you have any further questions please post a comment on the thread for a response. The documents are attached - FAQs and the June presentation deck. 

May Open Office Hours

Thank you to all who attended. Please find our presentation deck for Modern Change and Agentic AI workflows. If you have any further questions please post a comment on the thread for a response. 

Presentation Deck (attached - Change Management Office Hours - April)

Link - Demo for ITSM Change Management Agentic Workflows

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April Open Office Hours

Thank you to all who attended. Please find our presentation deck, links to Knowledge 26 and if you have any further questions please post a comment on the thread for a response. 

Presentation Deck (attached - Change Management Office Hours - April)

Knowledge 26 - ITSM related Sessions

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Note: all new clients should refer to the overall ITSM 'Autonomous IT: Zero Touch Support and Zero Service Outage Journey Maps' for their way ahead

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[Brian Trivison]

In the Australia release, I see the templates associated to the change models.  I also can see the fields on that change template table for user, group, role, criteria, and show in template bar.  However, none of those fields are on the template form.  Are they legacy fields are are we expected to customize the change templates on the models to work for each of those scenarios?

[JuliaAllenSN]

@Brian Trivison 

So those fields on the chg_template table - user, group, role, criteria, show in template bar —they're basically backend metadata that aren't really being used in the UI the way you'd expect. Part legacy, part intentional redesign, but either way they're not something you should be trying to populate manually.

The way it actually works now is that template visibility/assignment got pushed up to the Change Model level. So instead of filtering templates at the template record itself, the Change Model is what controls which templates show up and who can access them. The 'show in template bar' is handled programmatically by the system based on Change Model associations—you're not setting it manually on the form.

If you need certain roles or groups to only see specific templates, don't try to hardcode it on the template. Instead:

• Set up separate Change Models for different teams (each with their own template set)
• Or use ACLs on the Change Model record itself if you need finer control
• Let the Approval Policies handle the role-based routing on the back end

The 'critera' field especially—don't waste time trying to use that. Conditional logic should live in the Change Model builder now, not at the template level.

It's a bit of a gotcha because those fields ARE there, so naturally you think they should be used. But they're really just legacy table schema that didn't get cleaned up. The Australia release basically moved all that control up to the Change Model, which actually makes more sense from a governance perspective.