How to handle change requests from different groups

[Brett Vaughn]

Currently our CAB handles change requests related to infrastructure or servers.  We are slowly expanding into other areas like applications/code, scheduling, configurations, etc.  We have recently been asked by other teams within our organization to use ServiceNow to process changes within their teams.  We don't feel that these types of changes should go through our CAB approval process as they have existing approval workflows.  We have thought about adding another change model or service request to handle these changes.  We have even thought about using a special category on the change request form to split the requests into a separate CAB.  I wanted to see if others have experienced something similar to our issue and what has worked for them.

[Aaron_Braun]

This sounds like a situation where they would have their own change models and CAB. This of course depends on the context of the change they are trying to facilitate. Once they have their own CAB or Change Model you can also use things like Standard change depending on the risk levels and review processes.

[Brett Vaughn]

Thanks.  That is one of the options we had discussed.  Our ServiceNow Dev had mentioned that creating a new Change Model would make upgrading more difficult.  I am not sure if anyone has experience with this aspect or not?

[Aaron_Braun]

You don't want to go extremely crazy and create change models for everything under the sun but if used cautiously the only issue with upgrading is making sure it is tested thoroughly. It should not throw any major skip list issues or preventions that I am aware of during the upgrade process.