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‎06-05-2024 06:42 AM
For those of us who use the change management module in ServiceNow and run a regular CAB meeting, what kind of guidance do you provide your teams for reducing overdue change controls, especially during the summer months when a large number of engineers are taking PTO? Can a manager close a change control for an engineer? Or do they have to be a delegate?
Some context: Our overdue change control averages are not terrible, but they do tend to get worse during the summertime. As the change manager, I would like to send a communication out to our engineers and CAB members to help curb the overdue change controls.
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‎06-05-2024 07:00 AM
Thanks for clarifying,
If you have the Change Models plugins installed and in-use, you can easily specifying state transition rules on who/when a record can be transitioned.
For example, OOB with this plugin the following can occur:
- Automatic transition to 'Review' if no active change tasks are found
- Anyone with the itil or sn_change_write can review an implemented change
In previous orgs, I've locked that down so only members of the assignment group that the change is aligned to, or the group manager can move the change. Equally change_manager users have full permissions to override it.
Change Models provides a lot more flexibility. I'd highly recommend it, if not already in use.
In terms of notifying, a flow could be used that is trigger when the change request is moved to implement and set to wait till X hours after the implementation window. A notification can then be triggered/change task to the group manager to review.
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‎06-05-2024 06:47 AM
Also, apologies for the username, I made this thinking I would never post!
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‎06-05-2024 07:08 AM
A leading practice is to set up Notifications that go out to the Change Requester, Assignees, and Followers for any records that have lapsed their planned dates. Notifications escalate to include leadership of the Change Requester for each week past due. Also, reviewing the Overdues in standing Change Review meetings should be a standard Agenda topic. Hope these aren't too obvious!
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‎06-05-2024 07:35 AM
Great suggestion! We do have the notifications and the review of the overdue changes in CAB. While it does help some, what would be more effective is loud sirens and the police busting down their doors and making them close the change!
I am going to go and look at those notifications again and see if we could adjust the cadence.
