INFORMATION AND EDUCATIONAL TECHNOLOGY
Change Management ServiceNow Implementation
This document describes the Change Management ServiceNow technical implementation.
This document may be used by:
Table of Contents
SERVICENOW IMPLEMENTATION ...3
Update Change Type field ...3
Create CAB group for each department ...3
Create new workflows to match change management process ...4
Create Template for Change Requests to include required data in Work Notes...9
Update Configuration Items used in Change Management...9
IMPLEMENTATION ISSUES...9
SERVICENOW IMPLEMENTATION
UPDATE CHANGE TYPE FIELD
Update the Change Type field in Change to use “Standard”, “Normal”, and “Emergency” as the change types instead of the built-in values of “Routine”, “Comprehensive”, and “Emergency”.
MAP: Routine = Standard Comprehensive = Normal Emergency = Emergency IMPLEMENTATION 1. Go to System Definition 2. Select Choice Lists
3. Select values from the change_request table
4. Update values using MAP above for both the Label and Value
CREATE CAB GROUP FOR EACH DEPARTMENT
Create a CAB group for each department or unit using the naming scheme <DEPT/UNIT>-CAB. If a department requires multiple Change Advisory Boards, extend the naming scheme as <DEPT/UNIT>-CAB-<NAME>.
GROUPS: IET-CAB
Joshua Van Horn (Queue Manager) Chris Callahan Tye Stallard Brian Donnelly Jake DuCharme Dave Zavatson Mark Redican
5. Assign Individuals to Group and Queue Manager
CREATE NEW WORKFLOWS TO MATCH CHANGE MANAGEMENT PROCESS
Setup new workflows for Normal, Emergency, and Standard changes by copying and modifying existing workflows
IMPLEMENTATION (NORMAL)
1. Copy the Comprehensive Change Workflow, and name the copy Normal Change (UCD). 2. Remove the TASK steps so the workflow looks as follows
var answer = [];
// Check to see if the Assigned To value is set. If it is, use it. // If it is not set, use the configuration item Managed By field. if (!current.assigned_to.nil()) {
answer.push(current.assigned_to); } else {
answer.push(current.cmdb_ci.managed_by); }
// Create Answer Variable var answer = [];
// Check to see if Assignment Group has been set. If it has, use this as the approval group.
// If not, use the Approval Group from the configuration item if (!current.assignment_group.nil()) {
answer.push(current.assignment_group); } else {
answer.push(current.cmdb_ci.change_control); }
5. Save and publish the workflow
6. Inactivate the Comprehensive workflow
IMPLEMENTATION (STANDARD)
1. Copy the Routine Change Workflow, and name the copy Standard Change (UCD). 2. Remove the TASK steps so the workflow looks as follows
var answer = [];
// Check to see if the Assigned To value is set. If it is, use it. // If it is not set, use the configuration item Managed By field. if (!current.assigned_to.nil()) {
answer.push(current.assigned_to); } else {
answer.push(current.cmdb_ci.managed_by); }
4. Save and publish the workflow 5. Inactivate the Routine workflow
IMPLEMENTATION (EMERGENCY)
3. Modify the Approval – Group step to use the following script
var answer = [];
// Check to see if Assignment Group has been set. If it has, use this as the approval group.
// If not, use the Approval Group from the configuration item if (!current.assignment_group.nil()) {
answer.push(current.assignment_group); } else {
answer.push(current.cmdb_ci.change_control); }
4. Save and publish the workflow 5. Inactivate the Emergency workflow
CREATE TEMPLATE FOR CHANGE REQUESTS TO INCLUDE REQUIRED DATA IN WORK NOTES
The template will look as follows, which encompasses documentation that is not present in fields in the Change form. An alternate approach is to add table fields for each of these items, then customize the Change form to include them as separate fields.
“Please document all items fully or the request may be rejected” Risk:
Validation Plan: Training Plan: Communication Plan:
Supporting Documentation (Link to external documentation if it exists):
UPDATE CONFIGURATION ITEMS USED IN CHANGE MANAGEMENT
Update the configuration items used to include a Managed By value and an Approval Group value. Note that this setup allows for only a single CAB for each configuration item. This should be done by the Change Manager for each department, with approval by the Technical Committee.
2. This implementation does not use a risk-based approval process. To implement a risk-based process, new workflows would need to be developed that handle approvals based on risk. This process effectively follows the following mapping:
Standard = Risk 5 Normal = Risk 1-4
Emergency = Urgent or Emergency
3. This implementation does not take into account approval by a TCAB or other body. To include this, new workflows would need to be generated using the calculated risk to determine extra approvals.