Configure team roles for Simplified Change Management

Assign the right people to the right roles in Change Management so your team can approve, implement, and manage changes with the correct access. Team roles control who can approve, build, or review a change.

Before you begin

All groups you plan to assign must already exist in ServiceNow.

Role required: sn_itsm_chg_admin.team_roles_config

About this task

When you add a user to the Change Manager or Implementation groups field, that user receives the corresponding role, either change_manager or sn_change_write, respectively. Adding a group to either field extends the same role to all users within that group. Removing a user or group from either field revokes the associated role, whether for the individual user or all members of the group.

Procedure

1. From the header of your ServiceNow instance, navigate to All > Admin Home.
2. From the Manage your products section, select View product overview for IT Service Management.
3. On the Product Hub page for IT Service Management, from the Configure your product section, select Configure.
4. On the Configuration Console, from the left navigation panel, select ITSM fulfiller experience > Change Management > Team roles.
5. In the Who are your change managers? section, assign one or more groups or individuals in the Change Manager field.
   Note:

   To add a group to the Change Manager group, make sure its parent group is not already assigned. Adding a group under an assigned parent will result in an error.

   This is a required field. Change managers have full process authority, including approving changes, managing the CAB, overriding escalations, and admin-level access to Change Management configuration.

6. In the Who raises, reviews, and implements changes? section, assign one or more groups in the Implementation groups field.

   This is a required field. Implementers receive change write access; they can create change requests, be assigned as implementers, and complete review tasks.

7. Select Save to save your role assignments.
   To revert unsaved changes, select Undo.
8. When you have finished configuring, select Mark as configured to save your settings and mark this step as complete.

   To revert changes made in the current session before saving, select Undo.

   As an alternative to the form-based wizard, you can also complete this configuration through the Configure with Now Assist conversational flow, accessible from the banner at the top of the page.

Result

Team roles are now configured and available for use for managing change requests.