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Difference between Normal, standard and emergency change

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Richa2712
Tera Contributor

‎07-05-2025 08:20 AM

Hi,
I'm new to ServiceNow and currently exploring Change Management. I’d like to understand the differences between Normal, Standard, and Emergency changes.

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prerna_sh
Mega Sage

‎07-05-2025 08:23 AM

Hi @Richa2712 

 

1. Normal Change:
Definition:A change that follows the full change management process, including risk assessment, approvals, testing, and CAB (Change Advisory Board) review.

Use Case: Scheduled upgrade of a server, deploying a new feature to production.

2. Standard Change
Definition: A pre-approved, low-risk, and frequently repeated change with well-documented steps.

Use Case: Adding a user to a group, rebooting a printer server, or applying a non-impactful patch.

3. Emergency Change
Definition: A change that must be implemented immediately due to an unplanned event like an outage or security breach.

Use Case: Patching a vulnerability under active exploitation, restoring a critical service outage.

 

Also read this article:

https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/change-management...
If my response solves your query, please marked helpful by selecting Accept as Solution and Helpful. 
Thanks,
Prerna

 

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GlideFather
Tera Patron
In response to GlideFather

‎07-05-2025 08:26 AM

Little correction 

IMG_6936.jpeg

 

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/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */


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Dr Atul G- LNG
Tera Patron
Tera Patron

‎07-05-2025 08:25 AM

Hi @Richa2712 

You can accept multiple answers if you feel that more than one response is helpful and adds value to your question. 🙌
It’s a great way to appreciate the community's efforts and guide others who may have the same query in the future! 😊

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