How do you communicate changes to the business?

[charlenebanta]

Other than having the Forward Schedule of Change to communicate changes to IT, how do you handle communicating changes to the business?

[Sanjeev Kumar1]

Hi Charlene,

Please read following befor upgrading your current system with ServiceNow.

Change Management Workflows - ServiceNow Wiki

ITIL Change Management - ServiceNow Wiki

I hope these ServiceNow wiki will help you more. If you have any problem let me know.

Thanks,

Sanjeev Kumar

[Subhajit1]

In our Change Management Workflow, we have an activity just after the Move to Pre-Prod env is approved that will Create a Change Task and automatically assign that Task to the Support Group of the Service/CI against which the Change is raised.

The purpose of this task is to Send Email Notifications to Stake Holders involved in this change, and the Support group would be responsible for this.

[Stacy1]

The community outside of IT has access to the Knowledge Base.   We post all changes that will be impacting the business on that site in a section called Maintenance and Alerts.   They know to go there to see all upcoming information.   We also have a link from our main company site that will take them to the same place.

[charlenebanta]

Thanks for your reply.   For this to work, all of your business staff must be licensed users of ServiceNow, correct?

[Stacy1]

No, only our ITIL Users and Approval User's have to pay for a license.   Our business has the ability to enter incidents and make requests and they can view the knowledge base if we make the article public.   I hope this works for you.

- Stacy