ServiceNow Change Management: The Complete Guide


ServiceNow is an important software for any organization as it is powered with ITSM tools, customer support, cybersecurity, and more. The ServiceNow platform is majorly used by organizations to manage change and can be considered as one of the best applications for change management. 

If you’re wondering how ServiceNow is leveraged for change, here’s how it works in a nutshell.  

Sydney works in the database team and for an application, she wants to make changes within the existing database. In this case, she and her team have to create the change request to initiate the change process which undergoes assessment, planning, implementation, and validation. 

This whole process can be managed by an ITSM application like ServiceNow. 

Now let’s get a deeper understanding of what change management is in ServiceNow, the types of changes, and the process of change management.

What is Change Management in IT?

IT Change Management is the IT service Management (ITSM) process that helps organizations to follow standard procedures and practices for effectively managing requests to drastically minimize the risk and disruptions a change can have on IT and business operations.

What is Change Management in ServiceNow? 

Change Management in ServiceNow involves the provision of a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimal disruption to IT services. 

All the processes are tracked and managed with the help of service management tools which, in this case, is ServiceNow

ServiceNow has a change management tool to manage the change process effectively. The application has different features that will help you govern and track the process throughout the change lifecycle.

Change Management Process within ServiceNow: 


ServiceNow helps you to systematically initiate the change and helps your organization to keep tabs on:  

  • why the change is important for the organization or the department 
  • how it will impact different departments and stakeholders  
  • what kind of preparation is required  
  • who is the owner of the change  
  • how the implementation will take place.  

All these factors can be mapped using the ServiceNow platform. 

Generally, the above-mentioned process is the workflow of ITSM change management. Now let’s see how the workflow works: 

Step 1 - Create Change Request:

A request for change is created by an individual or a group of people for the steps to be implemented for a particular application. 

Step 2 - Review Change:

The created change is then reviewed extensively by a person of authority who will govern the change process and will decide whether the change is necessary or not. 

Step 3 - Change Evaluation:

Once the created change is reviewed, it is important to assess the impact, benefits, and risks to avoid unnecessary disruption within the IT setup. The evaluation is done by all the stakeholders who will be impacted by the change. 

Step 4 - Change Approvals:

At this stage, the change needs approval not only from the Leadership but also from stakeholders across the organization who will be impacted by the change. It also helps all the stakeholders to be on the same page before the change process goes to the implementation stage.  

Step 5 - Implementation:

Once the approval is in place, the necessary changes are made by the implementation partner along with the service partner.  

Step 6 - Validation:

Now the implemented change is verified by a group of people to check whether the change is working in an intended manner and whether any component of the whole change ecosystem is broken. IT teams are diverse and each department has different roles. So, the way they run checks for their dependencies will be different as will the validation process. 

All the 6 steps summarize the ITSM change management workflows. Multiple people are involved throughout the process. Change Advisory Board (CAB) will have a say in a crucial change process that could impact the overall business. 

3 Types of Changes within ServiceNow 


Not all change initiatives are equal, so there are in general 3 types of change request within the ServiceNow platform: 

Standard: Pre-authorized and low-risk change that follows specified procedures of work. It can be frequently implemented and no CAB approval is required. It can be executed using defined templates.  

Normal: This type of change follows the complete change lifecycle. It needs two-level approvals and must be planned well ahead of time. It usually has a major impact on the business process and overall IT workflows. Normal change requires complete evaluation before the execution phase. The implementation process can only be executed during the maintenance window and usually needs regular assessment. 

Emergency: This type of change needs to be executed immediately. It is implemented to resolve high-priority issues. In this type of change, execution is given precedence over authorization. So, the change record is created after the implementation. 

Other Important Aspects of ServiceNow  


Automated risk assessment is possible with the change management application of ServiceNow. After uploading the requirements and criteria of the change, the tool can perform a risk assessment for you which you can easily see within the change application. 

Moreover, the Analytics feature of the application is robust helping you to see the complete picture of your change efforts and guiding you to take major decisions based on the progress. 

Final Thoughts: ServiceNow Change Management

The ServiceNow application is powered with multiple capabilities and it is one of the complete ITSM applications you can ask for.

Since it is a complicated application it would be ideal to use efficient training tools to make most of your ServiceNow investments. Get in touch with us to know how the Digital Adoption Platform can help you to train the employees on ServiceNow.

Make the most of your servicenow investment with Apty

Krishnan Kaushik
Written by Krishnan Kaushik

Krishnan works at Apty. He is passionate about Marketing and in love with Google SERPs. You can find him on Twitter @IAM_krish_v and can challenge him for a match of chess.

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