User journey for DevOps Change Velocity

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of User Journey for DevOps Change Velocity

    The DevOps Change Velocity application facilitates a phased approach to automate change approvals, enhancing the efficiency of change request processes in DevOps environments. This journey follows a structured path: crawl, walk, run, and fly, allowing organizations to progressively implement automation while minimizing disruption to existing workflows.

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    Key Features

    • Connect Tools and Applications: Begin by integrating essential DevOps tools and choosing key objects to track. This phase enables the transfer of data to the ServiceNow AI Platform without altering current pipelines.
    • Change Traceability: With integrations established, relevant data from DevOps tools is imported into ServiceNow. This allows users to continue utilizing existing processes while streamlining change request creation, adding pertinent information with minimal effort.
    • Change Registration: This phase automates change request creation from CI/CD pipelines, reducing manual input by developers and minimizing potential errors. Modifications to the CI/CD pipeline are necessary to facilitate this automation.
    • Change Automation: The final phase involves real-time data transfer to ServiceNow, where change requests are created and approved or rejected automatically based on established policy guidelines, enhancing success rates and reducing risks.

    Key Outcomes

    By following this user journey, organizations can experience incremental value at each phase, ultimately achieving full automation of change approvals, accelerating deployments, and increasing the overall velocity of their DevOps processes. Insights dashboards throughout the phases provide critical analysis of operational and business metrics, enabling organizations to assess development efficiency and growth.

    Review the adoption journey of the DevOps Change Velocity application to enable a phased (crawl, walk, run, fly) approach toward complete automation of change approvals.

    DevOps user adoption journey phases.

    While automating change request creation from the Continuous Integration (CI) and Continuous Deployment (CD) pipelines and automatically approving them will be your end goals with DevOps Change Velocity, you can approach your implementation in this phased manner. Each phase here provides incremental value over the previous phase and enables you to get started with minimum changes to your existing processes:
    1. Connect Tools and Applications: Get started by integrating your key DevOps tools and choosing the key objects from these tools to track. This can be done without needing to modify your pipelines or any of the development assets. And then create DevOps Apps for the teams that you want to onboard first. Completing this phase is necessary to bring data from your tools over to the ServiceNow AI Platform.

      For more information on integrating tools, see Integrating DevOps Change Velocity with third party tools.

    2. Change traceability: After you have established integration with your key DevOps tools, relevant data from these tools will start coming into ServiceNow. Then you can continue to use your existing process to create changes but save time by having all relevant information added to the change request with just a few clicks. This information includes stories, code commits, test results, quality scans, and others. For more information on modeling a change request flow, see Customizing DevOps flows.

      After these two phases are completed, you can progress toward the next two phases, which help you achieve automation of your change process, accelerate deployments, and increase velocity. You can start your implementation with these two phases as they don’t need any changes to your existing processes or pipelines.

    3. Change registration: This phase builds value further by automating the change request creation from the CI/CD pipelines. With this phase you’ll need to modify the team's CI/CD pipeline to enable automatic creation of change requests. This automation saves the time of your developers as they don't have to manually fill the change requests, which reduces the risk of human error. For more information, see Configuring DevOps change request details within the pipeline.
    4. Change automation: This is the final phase in value realization where data from the tools will come into ServiceNow in real time, change requests will be automatically created and they’ll be automatically approved or rejected based on data driven policies. This phase requires creating policy guidelines and enabling automated change approvals decisions based on input data to reduce risk and increase the rate of change success. For more information, see Accelerating your DevOps change process.

    All through these four phases, the Insights dashboards help you analyze operational and business reports and to determine the overall efficiency  and growth of your  development processes.