ServiceNow Change Management
The ITSM change management process is a systematic approach to facilitate beneficial changes, while maintaining service stability and reliability. It involves assessment, planning, implementation and validation.
To help you manage change, ServiceNow provides a comprehensive platform to eliminate service impacts, mitigate risk and reduce costs. It also automates the entire change process.
Managing Change Requests
ServiceNow Change Management enables enterprises to manage changes in the most efficient and agile manner. It delivers purpose-built capabilities including an intuitive change calendar, dynamic risk and impact calculation and change collision detection.
When you deploy a software update, you need to have a change request created for each commit that will be integrated in that release. This requires developers to create a ticket, fill in information and attach evidence.
This is a manual process that can become quite time-consuming and inefficient. When you automate the entire change process, the demand on human intervention reduces significantly.
ActiveControl’s integration with ServiceNow ensures that when a business change request is approved for implementation in SAP, the status of that change request gets updated automatically in ActiveControl as soon as the change passes through all quality gates. This allows for transports that are associated with different solutions, like ECC and CRM, to be deployed together as a unit of change.
Tracking Changes
ServiceNow Change Management offers several features to track changes. These include a built-in risk assessment, which automatically calculates the amount of risk involved in a change, and an automated timeline that helps detect scheduling conflicts between changes.
These tools are essential for preventing change-related problems and keeping your IT infrastructure up and running smoothly. Moreover, they also facilitate collaboration between different teams to improve the change lifecycle.
Streamlined processes and standardized procedures help organizations to eliminate service impacts, mitigate risk, and reduce cost for change implementations. This process is called IT service management (ITSM).
Using the ServiceNow Change Management software, you can create a change request and submit it for approval. It is then thoroughly assessed by a person of authority who will decide whether to accept or reject the request.
Automated Change Management
Bringing ITSM, ITOM, and DevOps together on a single platform with a built-in Change Management system allows organizations to maximize change management collaboration. Integrated tools and features–guides, documentation, scheduling, timelines, analytics–ensure more changes can be implemented more efficiently and faster.
Automated Change Management helps you reduce risk by ensuring the changes are properly reviewed, approved and implemented. You can also track the impact of changes and measure success by reducing costs, improving service value and identifying service consumerization trends.
Major and urgent changes: These type of requests are high risk, require quick approvals and must be implemented in an emergency situation to address a critical issue or outage. These types of changes need two-level approvals and can be difficult to manage.
Standard changes: These are typically low-risk and have pre-established procedures with documented tasks that can be automated. These change tasks can be easily completed by RPA technology.
CAB Workbench: ServiceNow CAB Workbench enables enterprises to schedule, plan, and manage change advisory board meetings with dedicated service portals. It also provides real-time information about the status of a change request.
Digital Adoption Platform
When you’ve invested a lot in a technology solution, it’s essential that employees are able to use it effectively. This is what a digital adoption platform does: it provides embedded in-app support for key tasks, which helps employees get more done in less time.
This in-app guidance can come in the form of simple step-by-step tutorials and knowledge content that’s easily accessible within the software’s UI. This helps users learn how to use the software and improve their task completion rates, both of which can lead to improved productivity and better tech stack ROI.
These platforms also help product teams track user engagement with content and gain critical insights about how their products are being used, what’s working and what’s not, so that they can make changes to their products. This is especially important for enterprise-level applications with complex interfaces that require extensive specialized content and tools to create.
