Description

ServiceNow Change Management Configuration

ServiceNow Change Management (part of ITSM) provides a controlled process for planning, approving, and implementing changes to IT services and infrastructure. Configuring Change Management means defining change types, workflows, approvals, risk calculations, automation, and integration with CMDB, Incident, Problem, and Release processes.

1. Core Concepts in Change Management

Change Types (Default)

Each has its own configuration and workflow:

1. Standard Change – Low-risk, pre-approved, repeatable
2. Normal Change
3. Emergency
4. Expedited
5. Standard (non-pre-approved)
6. Emergency Change – Critical, fast-approval path

Organizations often create custom subtypes (e.g., regulatory, infrastructure, security changes).

Change Lifecycle States

Common states include:

1. New
2. Assess
3. Authorize
4. Scheduled
5. Implement
6. Review / PIR
7. Closed

These states are configurable based on process needs.

2. Key Configuration Areas of Change Management

A. Change Forms & Fields

Admins can configure:

1. Short description / Description
2. Category and subcategory
3. Risk and impact
4. Justification
5. Implementation, Test, and Backout plans
6. Assignment group / Assigned to

Tools used:

1. Form Layout
2. UI Policies (e.g., require backout plan when risk is high)
3. Client Scripts (e.g., auto-fill fields)
4. Dictionary entries (custom fields)

B. Change Workflows & Flow Designer

Configuring ServiceNow Change Management often involves designing workflows for each change type.

1. Normal Change Workflow

Includes:

1. Risk assessment
2. Approval chain (CAB, manager, etc.)
3. Scheduling
4. Implementation
5. Post-implementation review (PIR)

2. Standard Change Workflow

1. Pre-approved template
2. Minimal approvals
3. Automatic scheduling
4. Possible orchestration tasks

3. Emergency Change Workflow

1. Automated emergency routing
2. Fast-track approvals (e.g., on-call manager)
3. Immediate implementation
4. Retrospective PIR

Tools used:

1. Workflow Editor (Classic)
2. Flow Designer (Modern, recommended)
3. Change Approval Policies (define logic for approvals)

C. Approval Engine Configuration

Approvals can be configured using:

1. Approval Policies (state-based, risk-based, or CI-based)
2. CAB (Change Advisory Board) Meetings
3. Dynamic Approval Chains (for impacted CIs/service owners)
4. Email and mobile approvals

Common approval sources:

1. Change Manager
2. Service Owner
3. CAB
4. Risk approvers
5. Security approvers

D. Risk Calculation & Risk Models

Risk assessment is usually automated.

Risk Configuration Includes:

1. Risk score formula
2. Impact × likelihood calculations
3. Risk factor questions (“Risk Assessment Questions”)
4. Conditional weighting (e.g., high-risk CI → higher risk)

Risk automatically drives:

1. Approval type
2. Change classification
3. Scheduling requirements
4. Mandatory plans (test, backout)

E. Change Templates & Standard Change Catalog

Change Templates

1. Predefined forms for common changes
2. Auto-populate change fields
3. Reduce data input errors

Standard Change Catalog

1. Library of preapproved changes
2. Workflow: Request → Automated creation → Implement
3. Can integrate with:
4. Service Catalog
5. Orchestration to execute tasks automatically

F. Scheduling Configurations

ServiceNow provides:

1. Change Calendar (blackouts, maintenance windows)
2. Conflict Detection (identifies CI conflicts)
3. Collision Detection (time and resource conflicts)

Admins configure:

1. Maintenance windows per CI/service
2. Blackout periods (e.g., financial year-end)
3. Approval for conflict overrides

G. Integrations

1. CMDB Integration

1. Required for impact analysis
2. Determines approval routing
3. Used to detect conflicts/scheduling collisions

2. Incident & Problem Integration

1. Create change from problem RCA
2. Link incidents to change implementations

3. Release Management Integration

1. For major or multi-team changes
2. Shared tasks and workflows

4. ITOM / Monitoring Integration

1. Predictive change suggestions
2. Auto-detect risky CIs
3. Validate service impact

H. Change Task Configuration

Change tasks allow structured work:

1. Implementation task
2. Testing task
3. Validation task
4. Backout execution

Configured via:

1. Task templates
2. Assignment rules
3. Sequencing (parallel/serial tasks)

I. Notifications

Notifications can be configured for:

1. State transitions
2. Approvals
3. CAB reminders
4. Implementation start and end
5. Conflict warnings

J. Reporting & Dashboards

ServiceNow offers:

1. Change success/cancellation rate
2. Emergency vs. normal change ratio
3. Lead time metrics
4. CAB workload
5. KPI tracking: MTTC (mean time to change), change failure rate

Performance Analytics dashboards can be customized.

3. Security & Role Configuration

Standard Roles:

1. itil – Basic change user
2. change_manager – Full change control
3. change_approver – Approve changes
4. admin – Full configuration

ACLs can restrict:

1. Editing based on state
2. Viewing based on assignment group
3. Creating emergency changes

4. Best Practices for Change Management Configuration

1. Enforce required Implementation, Test, and Backout plans
2. Automate risk scores
3. Enable conflict detection
4. Use standard change templates
5. Require PIR for high-risk changes
6. Maintain clean, accurate CMDB
7. Automate approvals where possible
8. Use Flow Designer for future-proofing workflows

Summary

Configuring ServiceNow Change Management involves designing consistent workflows for each change type, automating risk and approval calculations, integrating with CMDB and other ITSM components, and ensuring changes follow proper planning, scheduling, implementation, and review processes. When done correctly, it improves service stability, reduces failures, and ensures compliance.