In change management should you be able to rollback a rejected approval?

[Davina]

If an approval is rejected within change management should you then be able to roll it back so that it resets tasks/approvals?

Is this best practice & considered alignment to the ITIL framework?

I know that yes it can be implemented, as with everything in ServiceNow you can basically build what you want, but would this such process be considered best practice?

[Kalaiarasan Pus]

we do have strict CAB approvers infact but instead of re-raising it , we have settled down for rollbacks and rework option ...

it speeds up the process a bit as per my understanding

[Davina]

I suppose its mainly based on the Clients requirements then?

[Kalaiarasan Pus]

Kind of.. Cant comment on the best practice though .... end of the day, user requirements decide everything

[Davina]

Oh....

User requirements are definitely the driver for a build however i would do not always build exactly as is. I try to build the best solution as sometimes the user requirements are not always best practice,   hence the reason i asked the question! and they may not understand the full capability or structure of the platform....

Thanks for all the feedback so far!

[Kalaiarasan Pus]

agree per me , there should always be some scope for rework rather than re-raising . Hence always some rollbacks Keep the question open as others might add some more info on this