SERVI CENOW CHANGE REQUESTS

KEY TO HEADI NGS

ASSI GNMENT STEP
APPROVAL STEP WI TH SYSTEM-ALLOCATED APPROVERS
APPROVAL STEP WI TH USER SELECTED APPROVERS
I NFRASTRUCTURE CHANGE REQUEST
1. CREATE NEW
1. Click Change > Create New.
2. Complete all mandatory felds.
Mandatory felds are indicated by .
In the Business Service feld, for:
HP, select Infrastructure change: HP
Gen-I, select Infrastructure change: Gen-i
For others, select the most appropriate Business Service.
To populate the Assignment group feld, complete the Assigned to feld with your name.
3. If the change is business urgent, select the Expedited checkbox and then complete the Justifcation feld.
4. Select the applicable parent record type from the Parent record feld drop-down list.
5. Right-click the menu bar to the left of the Submit button and then follow menu path Templates > Apply
Template > Infrastructure template.
6. Complete the Planned start date and Planned end date felds.
7. If an outage is required, select the Outage required? checkbox, and then complete the Outage start and
Outage end felds.
8. Complete the felds in the following tabs:
Description
Risk Impact/Description
Change, Backout, and Test Plan.
9. Click Save.
The Number feld automatically populates with the change request number.
10. If the change request is linked to a change in an external system, create a new external reference in the
External References tab in the bottom row, complete the felds and then click Submit.

Use external references for systems outside ServiceNow; such as, HP DW, PMSmart or Charm. Use
the Enhancements tab to track related enhancements (from 14 October 2013).
11. To submit the change request for impact approval, select Submit for Impact Approval from the Next step
feld drop-down list.
SERVI CENOW CHANGE REQUESTS


1. CREATE NEW (CONTI NUED)
2. I MPACT APPROVAL
12. Click to add the relevant individual or group approvers to the Approval: Individual or Approval: Group
felds.
At least one individual or group approver must be specifed, and there can be more than one individual
approver.
Where there is more than one individual approver, all must approve. Where there is a group approver,
only one person in the group must approve.
13. Click Save & Exit.
The change request is workfowed to the Approver(s), and the Current status feld displays Awaiting
Impact Approval.
Once the change request has been submitted for impact approval it can only be amended by the
Change Owner or Release Management.
1. Navigate to My Approvals and click to open the change request to be approved.
Approvals may also be made by completing the email approval request. See the ServiceNow
Approvals Quick Guide for instructions on completing email approvals.
Change requests requiring approval have a status of Requested.
Click the State feld column heading to sort approval requests by request type.
2. Review the approval request, and choose from the following options. To:
Approve the request, click Approve.
Once all approvals have been completed, the change is moved to the Awaiting Release
Management Approval step.
Request more information or changes, for example: a date change, complete the Comments feld
and click More Info.
Clicking More Info cancels the approval status, moves the change request from an Awaiting
Approval to a More Info status, and sends a notifcation email to all approvers advising that the
change request is awaiting more information.
When the Change Owner has provided the information, or made the required change, they must
resubmit the change request for approval.
Reject the approval, complete the Comments feld and click Reject.
Rejecting a change request permanently closes the request and it cannot be reopened. Use this
option only when the change cannot proceed under any circumstances.
SERVI CENOW CHANGE REQUESTS



3. RELEASE MANAGEMENT APPROVAL
4. I MPLEMENTATI ON
5. COMPLETED
1. Approve, request more information or reject the change request.
Approving the change request moves it to the Awaiting Implementation step. If More Info is
selected, the change will move back one step and be resubmitted for Impact Approval.
1. When the change has been implemented, navigate to the change request and select Set to Completed in
the Change status: Next step feld.
2. Complete the Closure code and Closure comment felds.
If the closure code is set to Unsuccessful the PIR (Post Implementation Review) checkbox is
automatically checked. All unsuccessful changes should have a PIR completed and attached to the
change record.
3. Click Save.
1. Select Close from the Current status > Next step drop-down list.
2. Click Save.
This closes the change request, and it cannot be reopened. If a change request is closed in error, clone
the closed change request and resubmit it for approval. Change Managers have access to amend
closure codes / comments and attachments only.
SERVI CENOW CHANGE REQUESTS
APPLI CATI ON CHANGE REQUEST
1. CREATE NEW
2. SCHEDULI NG APPROVAL
1. Click Change > Create New.
2. Complete all mandatory felds.
Mandatory felds are indicated by .
To populate the Assignment group feld, complete the Assigned to feld with your name.
3. To mark as business urgent, select the Expedited checkbox and then complete the Justifcation feld.
4. To mark as streamlined, select the Streamline checkbox and then complete the Streamline Reference feld.
5. Select the applicable parent record type from the Parent record feld drop-down list.
6. Right-click the menu bar to the left of the Submit button and then follow menu path Templates > Apply
Template > Application template.
7. Complete the Planned start date and Planned end date felds.
8. If an outage is required, select the Outage required? checkbox and then complete the Outage start and
Outage end felds.
9. Complete the felds in the following tabs:
Description
Risk Impact/Description
Change, Backout, and Test Plan.
10. Click Save.
On save, the Number feld automatically populates with the change request number.
11. If the change request is linked to a change in an external system, create a new external reference in the
External References tab in the bottom row, complete the felds and then click Submit.
Use external references for systems outside ServiceNow; such as, PMSmart or Charm. Use the
Enhancements tab to track related enhancements (from 14 October, 2013).
12. To submit the change request for scheduling approval, select Submit for Scheduling Approval from the
Next step feld drop-down list.
13. Click Save.
The change request is submitted to Release Management for scheduling approval.
1. Release Management approves the change request.
SERVI CENOW CHANGE REQUESTS




3. DEVELOP & UNI T TEST
4. DEPLOY TO QA
4. TEST
6. I MPACT APPROVAL
1. Navigate to the Internal Work Notes tab and complete the Work notes feld, stating: Development
completed by [Developer name].
2. Select Submit for QA Deployment from the Next step feld drop-down list.
3. Click Save.
1. Navigate to the Internal Work Notes tab and complete the Work notes feld stating: Deployed to QA by
[name].
2. Select Submit for Testing from the Next step feld drop-down list.
3. Click Save.
Move between the Develop & Unit Test and Deploy to QA steps by selecting the appropriate step in
the Next step feld.
1. Navigate to the Test Plan tab and complete all the required information confrming what testing has been
completed and by whom.
2. When testing is completed, select Submit for Impact Approval from the Next step feld drop-down list.
3. Click to add the relevant individual or group approvers to the Approval: Individual or Approval: Group
felds.
At least one individual or group approver must be specifed, and there can be more than one individual
approver.
Where there is more than one individual approver all must approve. Where there is a group approver,
only one person in the group must approve.
4. Click Save & Exit.
The change request is workfowed to the Approver(s) and the Current status feld displays Awaiting
Impact Approval.
Once the change request has been submitted for impact approval it can only be amended by the
Change Owner or Release Management.
1. Approve, request more information or reject the change request.
Approving the change request moves it to the Awaiting Release Management Approval step.
2. Click Save.
SERVI CENOW CHANGE REQUESTS



7. RELEASE MANAGEMENT APPROVAL
8. I MPLEMENTATI ON
9. COMPLETED
1. Approve, request more information or reject the change request.
Approving the change request moves it to the Awaiting Implementation step. If More Info is
selected, the change will move back one step and be resubmitted for Impact Approval.
1. When the change has been implemented, open the change request and select Set to Completed in the
Change status: Next step feld.
2. Complete the Closure code and Closure comment felds.
3. Click Save.
1. Select Close from the Current status > Next step drop-down list.
2. Click Save.
This closes the change request, and it cannot be reopened. If a change request is closed in error, clone
the closed change request and resubmit it for approval. Change Managers have access to amend
closure codes / comments and attachments only.