Managing changes in a ServiceNow production instance
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03-17-2015 09:53 AM
Hey all, I am in the depths of our company's first go live and have some general questions regarding how you've utilized a change process around your instance.
So for example, it makes sense to have change requests for deploying new applications or update sets into the production instance. However, at what point do you draw the line for changes that are made directly in the instance? ex. Reports that are global, maintenance windows, SLA configuration, Discovery schedules, etc.
Our change manager is looking for some guidance on what others in the community have accomplished, thanks in advance for any guidance!
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03-17-2015 10:51 AM
Hi Kathryn,
We put a process in place regarding this same question. When it comes to our production instances we are submitting RFC's for all changes that require an update set. Data changes we are handling via Request management so they are done within the Production instance. Due to how we configured our Dashboards these changes are captured in update sets. All of our ITIL users have access to creating their own reports and sharing them via the report application so no update set is needed but if they want it added to a Dashboard then we capture those in update sets. You may have similar configurations in your environment on other items.
You may want to also review their wiki on cloning as it's suggested that your instances are in sync as much as possible and cloning is one of the suggested methods, especially when changes are made directly in the Production instance.
System Clone - ServiceNow Wiki
