Major and Minor changes dont seem to be OOTB

[reachjake]

It seems that SericeNow OOTB does not support Major and Minor change, only Normal, Standard and Emergency.

Not all changes are standard and not all changes are major. There are minor changes that in the interest of efficiency can be approved by an appointed approver in each area.

I am wondering what others are doing with minor changes when this is not OOTB?

[Dan O Connor]

This might just be a terminology thing between your company and ServiceNow, which follows ITIL terminology.

In ITIL Change, there are three types of Change , Standard, Normal and Emergency. Major and Minor isn't an ITIL term, but I have heard them used before so know where you are coming from. You just need to match them against the OOB types.

Might be worth reviewing why your Change process isn't following ITIL terminology.

"Not all changes are standard and not all changes are major. There are minor changes that in the interest of efficiency can be approved by an appointed approver in each area."

You are correct in this statement, but then when you map it out against ITIL terminology it makes sense.

'Not all changes are standard' - Correct. Some changes require approvals and a CAB review. This is why there are Normal change requests, and Emergency change requests. 

'There are minor changes in the interest of efficency' - For changes that are agreed as low risk these can be categorized as standard, and not require approval each time as their process has been approved already. 

You can of course also setup your approval flows to be different based on how your approvals should work or you want them to work. Where as you say for example some changes that fit a certain criteria might hit an appointed approver as opposed to CAB. 

[Frederik Rannin]

i was wondering about this as well and came across this thread during my search.

Had to check again myself if the terminology Minor, Significant, Major was actually described by ITIL or just adopted by all customers I know out of habit.

Minor as well as Major are mentioned in the Book Service Transition (German Edition) as Change Categories, (Major Changes even already on page 3 in the Introduction) ITIL also suggests the possibility to release Minor Changes by a Change Management employee (S 50, 4.2.4.3). ITIL also mentions the categories Major, Significant and Minor as possible examples of categorization in Table 4.4 (page 50). So from my point of view it was at least mentioned 🙂

Therefore, I wonder why OOTB is not included or how this can best be implemented. As far as i understand these would be categoriziations an not own change models isnt it?

BR