User journey for DevOps Change Velocity

  • Release version: Xanadu
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of User journey for DevOps Change Velocity

    The DevOps Change Velocity application supports a phased approach to automating change approvals within ServiceNow. This approach enables gradual adoption—from initial tool integration to fully automated change request creation and approval—helping organizations accelerate their deployment processes while minimizing disruption to existing workflows.

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    Phased Adoption Journey

    • Connect Tools and Applications: Begin by integrating key DevOps tools and selecting relevant objects to track. This phase requires no pipeline or development asset changes and is essential for bringing tool data into the ServiceNow AI Platform. Teams can be onboarded by creating DevOps Apps.
    • Change Traceability: Once integration is established, relevant DevOps data such as stories, code commits, test results, and quality scans flow into ServiceNow. Existing change management processes continue, but with easier enrichment of change requests by adding these insights with minimal effort.
    • Change Registration: This phase automates the creation of change requests directly from CI/CD pipelines, requiring modification of pipelines. It reduces manual effort for developers and minimizes human error risks by automating data entry.
    • Change Automation: The final phase enables real-time data flow, automatic change request creation, and auto approval or rejection based on data-driven policies. This requires defining policy guidelines to reduce risk and boost change success rates.

    Insights and Reporting

    Throughout all phases, built-in Insights dashboards provide operational and business analytics. These dashboards help evaluate efficiency and growth in development processes, supporting informed decision-making and continuous improvement.

    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.