Expedited changes

[Rachna Aneja]

As per ITSM, there are some changes that needs to be implemented faster due to compliance/ legal requirements. These are not emergency changes, as they are not implemented to fix a broken aspect in environment.

How does Service now deals with "Expedited changes" ? Is there a process / workflow that is available OOB that can be leveraged?

[Ashutosh Munot1]

Hi,

We deal it as a part of Normal change where we define the urgency of that change and scheduled date.

Thanks,
Ashutosh

[Rachna Aneja]

Thanks Ashutosh.

We are trying to move OOB. Is "Urgency" an OOB field again for Change module? 

Regards

Rachna

[Anusha Reddy1]

Hello Rachana,

1.You can create a new change type " expedite" and can leverage any of the existing change workflows based on your approval process for that change.

For ex: You can use the normal change process/workflow and can modify approval process/state flow with minor changes to workflow and using change approval policies and approval definitions.

2. Without creating a new change type, you can create a checkbox (Expedite change)in Normal change and based on planned start and creation date ( lead time) you can automatically mark the change as Expedite and you can update the existing normal change workflow if you have different approval process.

Hope this helps.

[Rachna Aneja]

Thanks Anusha,

We are trying to move OOB.

We actually currently follow exactly the process listed in Point 2.  That said, this involved customization still. Was wanting to know if there exists any OOB functionality to address expedited change

2. Without creating a new change type, you can create a checkbox (Expedite change)in Normal change and based on planned start and creation date ( lead time) you can automatically mark the change as Expedite and you can update the existing normal change workflow if you have different approval process.