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?

[Anusha Reddy1]

Hello Rachana,

If your approval process is same as normal/expedite , you just need to create a checkbox for expedite.No other major customizations needed.

1. You can do a check on planned start date and change creation( lead time) to mark it expedite.

2. You can do a check on change priority*impact(urgency) /risk etc..

[Rachna Aneja]

Thanks Anusha.

The checkbox is also available and we get it auto checked, post system check for lead times. 

That said, all this comes under customization currently. We are looking alternatives for OOB functionalities :-).

[Jaspal Singh]

Hi Rachna,

Unfortunately OOB system has 3 types Normal, Emergency & Standard.

In case there is a need to have something in between Normal & Emergency you can create an additional change type (something like Expedite or Hypercare, etc.)

You can check doc link that details the steps required to perform or get new Change type in function.

[Rachna Aneja]

Thank you Jaspal for quick response. 

We are trying to get back to OOB, that said, adding a change type is considered as customisation or Configuration? 

Also, I would think Expedited change is actually a Normal change, which is fast tracked in terms of approvals. Thus, having two types of normal and expedited, might just confuse people? wouldn't it? 

Thanks

Rachna