QUICK REFERENCE GUIDE: CHANGE MANAGEMENT

Normal Change Key Activities for Change Owner

Create Change Details Details Schedule

Change > Create Normal Short description Go Live Start

Select Owner group, Reason; Why are you Go Live End
Owner, Category, implementing?
Subcategory, and Functional Specification
Priority
Planning Attachments Initial Save Affected CIs

Affected CIs tab, click Edit

Backout plan Add supporting Click Save button in form Search for CIs in the
Test plan documents by clicking the Title Bar to Save and Collection and add them
Implementation plan Paper Clip icon in the continue documenting to Affected CIs List
Communication plan form Title Bar to provide Saves record, remains on Ensure you select correct
attachments the form Class (e.g Server)

Risk & Conflicts Change Tasks Approval Info Review

Create ALL required Tasks

Fill Out Risk Assessment
Related Link
Check Conflicts Related
Link
for Change execution Set State to Review
You are only allowed to Preview CI Approval Change Manager can
create Tasks while in Groups Reject Review or move
Draft State Add Individual or Group change forward by
Some Tasks created Approvers, if needed clicking Request Approval
automatically (Update
CMDB)

Wait for Approval Work in Progress Complete Change Hints & Tips

Click question mark to

Set State to Work in see details about field
Progress and implement Set State to Completed
Approvers tab; list of Change (or Cancel) Completion code on
approvers by approval Execute and close Change Change Result tab Click link at top of form to
group Tasks Comments see Change Managers list
Save 2015 ServiceNow, Inc. All Rights Reserved
 QUICK REFERENCE GUIDE: CHANGE MANAGEMENT
Emergency Change
Emergency Changes follow the Create Change Retrospective
same steps as a Normal Change,
with two key differences:
1. Emergency Changes may be
marked as retrospective
2. Requires approval from
Check the box
Emergency CAB (eCAB) in Change > Create Emergency Provide Justification
addition to the CI Owner Allows for entry of past Go Live
Approval Groups Date

Approvals
Approval by Change Type
Normal Low & Medium Risk:
1. Affected CI Owner Approval Groups,
Impacted CI Owner Approval Groups &
Additional Approvers (if any)
Normal High Risk:
1. Affected CI Owner Approval Groups,
Impacted CI Owner Approval Groups &
Additional Approvers (if any)
2. Change Advisory Board (CAB)
Emergency:
1. Emergency CAB (eCAB)
2. CI Owner Approval Groups & Additional
Approvers (if any)
Standard Changes are pre-approved.
1
2 3
1. Approval Information: Approval Individuals or
Groups are visible in this tab on the Change form
2. CIs approval groups: Approvals derived from the
Affected CIs list
3. Additional Approvers/Additional Approval
Groups: Click the lock icon to add additional
individuals or groups to approve the Change
Note: For group approvals, the first person approving
will do so on behalf of all others in the group.

Approve in ServiceNow Approve via Email

3 In the email are links for the receiving party to:

Approve the Change Request
Reject the Change Request
1. Service Desk > My Approvals View the Approval Request
2. Click Requested Link View the Change Request
3. Click Approve or Reject
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