Change Management in ServiceNow, including Emergency Change.

[Dinesh-SNOW]

1. What is a Change in ServiceNow?

A Change is any addition, modification, or removal of IT services, systems, or infrastructure that could impact the business.

• Managed through Change Management in ServiceNow.

• Helps ensure changes are planned, approved, tested, and documented.

• Reduces risk and downtime.

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2. Uses of Change Management

1. Control IT changes to minimize risk.

2. Ensure changes are approved before implementation.

3. Track change history and impact.

4. Maintain compliance and audit readiness.

5. Improve coordination between teams during changes.

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3. How to Create a Change in ServiceNow

Step-by-Step:

1. Go to Change → Create New in the Application Navigator.

2. Select Change Type: Standard, Normal, or Emergency.

3. Fill required fields:

   • Short Description

   • Assignment Group

   • Configuration Items (CI)

   • Planned Start/End Date

4. Set Risk and Impact.

5. Add Tasks if needed: Implementation Task, Test Task, Backout Task.

6. Submit → Change enters workflow for approval and scheduling.

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4. Emergency Change (EC)

Definition:

An Emergency Change is a change that must be implemented immediately to resolve a critical incident or prevent imminent impact.

• Used for high-impact issues where normal approval would cause delays.

• Usually bypasses standard approval workflow but is still documented and reviewed post-implementation.

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Emergency Change Process in ServiceNow:

1. Identify Need: Critical incident or urgent issue.

2. Create Emergency Change: Select Change Type → Emergency.

3. Fill Details: Include reason, impact, risk, and affected CI.

4. Approval: Usually CAB approval after implementation (Post Implementation Review) or via Emergency CAB.

5. Implementation: Immediate execution of change.

6. Post-Implementation Review (PIR): Document lessons learned, verify success, close change.

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Key Notes:

• Standard Change: Pre-approved, low risk.

• Normal Change: Requires full approval, medium/high risk.

• Emergency Change: Immediate, high urgency, documented after implementation