--- sourceDocument: Brazil IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Change Management use case # Change Management use case {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Change Management use case The Change Management use case in IT Service Management (ITSM) leverages the Common Service Data Model (CSDM) to improve incident and change handling by accurately identifying the location of critical data. This capability helps reduce the mean time to resolve incidents and prevents outages caused by changes by providing context about the impact on services and service offerings. Show full answer Show less ## Key Features * **Impact Awareness:** Enables users to understand how a change affects services and service offerings, facilitating informed approval decisions. * **Dynamic Change Routing:** Changes are routed automatically based on the affected services, improving efficiency in approvals and assignments. * **Service Subscription Lists:** Related lists on service offerings identify users, groups, companies, departments, and locations subscribed to the offerings, helping to assess who may be impacted during outages or changes. * **Business and Technical Approvers:** Business service offerings provide business approvers based on approval groups and criticality; technical service offerings identify technical approvers and assignment groups for routing change tasks. * **Synchronization with Configuration Items (CIs):** Service offerings can be synchronized with CIs to reduce manual data maintenance across large CI populations. * **Environment Differentiation:** Service instances distinguish between production and non-production environments (e.g., DEV, QA, UAT), allowing filtering of non-prod environments as needed. ## How to Use in Change Management * Populate the **Configuration Item (CI)** attribute on the Change Request form to specify the target CI for the change. * Use the CI data, such as assignment and approval groups, along with dependency relationships, to route the change and understand service impact. * Fill the **Impacted Services** related list with services and service offerings linked to the CI to identify affected services. * Optionally, specify provider services responsible for managing the CIs using Service and Service Offering attributes. * Optionally, populate the **Affected CI** related list to capture additional CIs involved in or causing the change. This can be done manually or through custom dynamic population (not included in the base system). ## Key Outcomes * The CSDM framework provides rich context around change requests by linking CIs and services, improving visibility and decision-making. * Change Management processes gain automation and accuracy through dynamic routing and impact notifications, reducing manual effort and the risk of outages. * ServiceNow customers can better manage approvals and technical assignments aligned with business criticality and service ownership. For ITSM, specifically incident and change, identifying the location of critical data can help reduce mean time to resolve incidents and eliminate outages caused by change. ## Key features of the Change Management use case {#itsm-change-use-case-example__section_vjz_tvj_smb} Applying the CSDM framework provides value to Change Management in the following ways: * Enables users to understand the impact of a change on services and service offerings. * Changes are dynamically routed. * Change Management identifies and notifies all affected services to support the approval decision. {#itsm-change-use-case-example__ul_tnw_qlq_rmb}
1. Subscription: Related lists on service offerings that identify who has access to the offering and thus may be impacted in an outage. An incident or change can identify impact using the subscribed by tables. The related lists are as follows: * Service Subscriptions by Company \[service_subscribe_company\] * Service Subscriptions by Department \[service_subscribe_department\] * Service Subscriptions by Group \[service_subscribe_sys_user_grp\] * Service Subscriptions by Location \[service_subscribe_location\] * Service Subscriptions by User \[service_subscribe_sys_user\] {#itsm-change-use-case-example__ul_dbw_rf4_hvb} 2. Business service offering may be used to provide the business approver based on approval_group and business_criticality. A business service may have multiple offerings, each with a different criticality. 3. Technical service offering may be used to provide the technical approver approval_group and technical assignment group on the attribute assignment_group. May be used by change for routing of change and change tasks. May be synchronized onto the CI's that the offerings manage thus reducing the manual overhead of maintaining manual data on thousands/millions of CI's. 4. Service instance (the table was formerly labeled application service) may be used to provide prod and non-prod (DEV, QA, UAT, etc.) environments. Non-prod environments may be filtered out if desired. The legacy used_for attribute maps to the environment attribute. You should use the environment attribute. Note: Some technology service offerings (the table was formerly labeled service offering) may identify the environment of the offering as well. {#itsm-change-use-case-example__ol_cbw_rf4_hvb} ## Results of the Change Management use case {#itsm-change-use-case-example__section_vjc_std_smb} The CSDM framework provides context for the changes. The context includes the CIs involved in the change and the services affected. Use the Change Request form to see the impact of the change. Complete the following steps: 1. Populate the Configuration Item attribute \[configuration_item\] with the target CI for the change activity. You can then use this CI to identify details for change routing. For example, you can use the CI data, such as "Assignment Group" or "Approval Group," and provide information about the service impact by using dependency relationships. 2. Populate the Impacted Services related list \[task_cmdb_ci_service\] with the services that are related to the populated CI. These may include services and service offerings. 3. (Optional) Use the Service and Service Offering attributes to identify the provider services responsible for managing the selected CIs. 4. (Optional) Use the Affected CI related list \[task_ci\] to identify the CIs that may have caused the change. These CIs are in addition to the CIs previously populated. The \[task_ci\] table can be populated dynamically or manually. Note: Dynamic population is not part of the base system. To use dynamic population, you need to configure the Change Request form. {#itsm-change-use-case-example__ol_yxf_f5d_smb} ## For more information {#itsm-change-use-case-example__section_cfp_q1b_rmb} [See the video: How Change Management leverages the CSDM](https://www.youtube.com/watch?v=3iCxTeU4ZTA&list=PLkGSnjw5y2U7QNr9jL6TAgwQvYBI_LEtK&index=43)