Demand to Change Workflow

[JR Laprime]

Could anyone share details about their workflows when converting a Demand to an operational Change record?

Presently in my organization Change records are strictly an artifact in preparation for any code/build preparing to move from a Sub-Production to a Production environment.  Typically the work is tracked in other work execution records (SCTASKS, Projects, Incidents, Problems, etc).  The change record is then created (and linked to the original execution record) to seek approval for the change to our Production environment.

So the workflow of converting a Demand to a Change based on our present state workflows leaves a gap as to where the execution of the work to develop the change would reside in ServiceNow.

My understanding of the Demand Management module is that the Demand record will track the request's evaluation, approval, and prioritization.  Once that effort is completed, I am assuming that the Change record is created as the execution record.

But where is the discrete work to create and test the change tracked in ServiceNow?  Is this done by using Change Tasks in the Change record?  If the change requires multiple workstream efforts (e.g. multiple Change Tasks assigned to different Assignment Groups/Teams), how to you summarize the aggregate work state/stage in the parent Change record?

Any example workflows of how others are utilizing a Demand-to-Change would be greatly appreciated!

[corbettbrasing1]

You are correct in that there is no parent record to summarize the workflow. The only thing that does anything close to this oob is planning item within SPM as they link to the demand as the execution record initially and then change it to whatever the demand is converted into. And through the internal integration of spm to other snow tables, I don’t remember is change is there oob, it can sync back to the planning item even when it’s a change. 

Keep in mind planning item does not have a stage field so if you are looking to communicate that part you likely will want to use process automation designer and playbooks against the planning item itself.