What is best practice for submitting IT changes via Self-Service?

[BillMartin]

Hi @Priya1017 ,

ServiceNow as a platform. It has provided channels to let you create a change request. You can use self-service features, like the Service Catalog and a virtual agent.

These two technologies are configurable. These channels will validate that the requester has met the prerequisites or gathered the required information before submitting a Change Request.

Furthermore, ServiceNow has given best practices templates for a Change Request

. These include the model and the pre-approved categories. You can use the set forms, personas, and workflows out of the box. These frameworks ensure you are within the standard best practices of ITIL.

 

Please like and accept as solution if you find it helpful.

Kind regards,

Bill

[Priya1017]

Hi Bill,

Thank you! So only standard changes are allowed to be published on the Service Catalogue for ITIL users? 

Regards,

Priya

[BillMartin]

Hi @Priya1017 , 

A standard change request published as a record producer falls under a Service Catalog module displayed at the Service Portal. While with the Virtual Agent, you will need to create a topic to accommodate this change request service.

While ITIL is a role with high privileges: Base System Roles That Includes ITIL

Change only requires minimal access, found here: Components installed with ITSM Roles - Change Management

We recommend only providing what is needed otherwise data confidentiality  and controls will be lost.

[Sohail Khilji]

Hi @Priya1017 ,

Record producers and templates are the best options for creating IT change via selfservice option.

I hope the answer helps..