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ServiceNOW

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ServiceNOW Hands on

ServiceNOW : How to get personal ServiceNOW instance to start exploring
ServiceNOW : List & Forms Administration
ServiceNOW : Reporting Module
ServiceNOW : Scheduling and Publishing Reports
ServiceNOW : Scripts & APIs
ServiceNOW : Workflows
ServiceNOW : Service Catalog Module
ServiceNOW : Incident Management
ServiceNOW : Change Management
ServiceNOW : Configuration Management
ServiceNOW: Business Rules & basic functions
ServiceNOW: Business Rule- Sample Scripts
ServiceNOW: Client Script-Sample Scripts
ServiceNOW : Knowledge Management
ServiceNOW: Client Script & basic functions
ServiceNOW : Changes in Incident,Change & Service Catalog Module in Helsinki(latest version of ServiceNOW)
ServiceNOW : Reference Qualifier

ServiceNOW Interview Questions and Answers

Part 2: USER ADMINISTRATION & ESS
Part 1 : CMDB
Part 3: SLA
Part 4 : Scripts
Part 5: Table & Data Dictionary
Part 6: ACL
Part 7: Workflow
Part 8: Service Catalog

ServiceNOW : Change Management

Change is a record which is raised at the time any change is required in the environment. It is raised if any issue or incident can be resolved after changing the configuration or attribute on CI .Change Management helps organizations understand and work to minimize risks of changes to the IT environment. It is essentially a process for managing the people-side of change. ServiceNow helps implement your Change Management process by providing on-demand capabilities for creating, assessing, approving and implementing changes to your environment.Within the platform, changes are handled using the task record system. Each change is generated through a variety of means as a task record, populated with the pertinent information in individual fields. These tasks can be assigned to appropriate change management team members, who will deal with the task as appropriate. Once the change has been properly implemented, it is closed.

PHASES OF CHANGE LIFE CYCLE

  1. CREATING CHANGE
  2. EVALUATING CHANGE
  3. DEFINING RISK & IMPACT
  4. PLANNING CHANGE & BACK-OUT PLAN
  5. CAB DISCUSSION
  6. AUTHORIZATION OR APPROVALS
  7. CLOSURE

All these phases have to be covered from creation to closure of the change ticket,they are discussed in detail below:

  • CREATING CHANGE

Once issue has been identified & to resolve it any change is required then user creates a change request by going ot Change Module.

Change Request

Change Request

  • EVALUATING CHANGE

Once change request has been raised , change management team categorizes the change and fill in all the details required in the form. Below are some details which are required in change form:

Category : Change need to be defined by a category which classifies it, and it becomes easy to assign the change to correct technical team.

Configuration Item : Configuration item is stored in a field ‘Affected CIs’ in change form. It shows the configuration item which is affected by implementation of change , it is done to track the impact of change in any CI.

Risk : Risk is any concern which is predefined in change. In addition to manually evaluating the risk involved in a change, it is possible to install the ‘Best Practice – Change Risk Calculator’ to assist in this aspect of the process.It can be activated by activating plugin.

Impact: Impact define the possible outcomes of the change.

Assignment Group: Technical team which will work on the change implementation is filled in this field.

TYPE: Selects a type of change, which triggers an appropriate workflow. Out-of-box, these choices are:

  • Routine – A low-impact, commonly performed change.
  • Comprehensive – A higher impact change with a more complex procedure.
  • Emergency – A high impact change, created in response to an urgent situation.

Approval: They are users which have the authority to approve or reject the change on the basis of impact , risk or cause of change.

PROBLEM(if any ): In case any problem is associated to change , it should be mentioned in the change form.

  • DEFINING RISK & IMPACT

Apart from defining numeric risk & impact. it is important to describe all the risks, impact which are associated with the change. This gives the idea of possible outcomes & disadvantages of the change. This can be defined in RISK & IMPACT section in change form as shown below:

Risk & Impact

Risk & Impact

In case change does not go well , user always need to have a back-out plan which is also mentioned in this section.

  • SCHEDULE

Start date/time & end date/time has to be mentioned in change section of schedule . Technical team need to work on this time window only.

Change Schedule

Change Schedule

  • CAB DISCUSSION

CAB stands for ‘Change Advisory Board’, it is team which has change management team in it & they have the authority to ask for the justification of change . After all the details are provided in the change ticket, CAB meeting is held where all share holders & management are present, they discuss about the change & all possible risk. impact, if found perfect, they approve the change & gives a go -ahead to the technical team.

  • AUTHORIZATION OR APPROVALS

After CAB meeting, approvals are provided in the ticket manually & the state of change moves to ‘Approved’.

  • CLOSURE

Once all the change task are complete within defined time window, change is closed by the change management team.

CHANGE WORKFLOW

Every change is associated with workflow which defines the approvals & change task creation in change form, user can view this workflow by clicking on link : Show workflow

Show Workflow

Show Workflow

 

Change Workflow

Change Workflow

This workflow adds the approval as soon as change request is created after ‘Run script’ is executed. After this notification is triggered & after change approval , change task is created.

 

 

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