Using the change management application

Disraeli, a British prime minister, said that:

"Change is inevitable. Change is constant."

So, let's see how Service-Now uses the ITIL framework in its application. Every organization goes through a transition phase to achieve new goals to improve their services, user experiences, stability, or increase their product line for internal or external customers. In the ITIL framework, change management is a process used for managing the planned deployment of alterations to all configuration items in the configuration management database that are a part of production and test UAT environments along with any other environment that a business wants to have under change management. To manage the change management process, Service-Now provides the change management application.

Getting ready

To step through this recipe, all you need is an active Service-Now instance, valid credentials, and a role.

How to do it...

1. Open any browser standard browser.
2. Type the Service-Now instance web address (http://{instance_name}.service-now.com) provided by your organization in the address bar, now enter your credentials in respective fields and press enter button.
3. On the left-hand side in the search box, type Change and Service-Now will search out Change management application for you. For creating new change record click on Create New module under Change application as follows:
   

   Change management application.

4. As an option, you can type change_request.do in search box to directly open change management form. If you want to see all change records, then you can type change_request.list in the search box.
5. After clicking on the Create New, you will able to view the change request form as follows:
   

   Creating a new Change Request form

6. Change management is a very critical process and many organizations use their own customized version of change model, now in change request form, you need to enter necessary details in change management form fields with be modified through change request.

There's more…

To support change management process, Service-Now provides a change_request table which extends to task table. Please note in numerous organizations, there a dedicated change manager to handle change requests. It is important to note that change management process guided by 3 workflows comprehensive change, emergency change and routine change and you can modify as per your organization requirement.

See also

To read more about the change management: https://docs.servicenow.com/bundle/geneva-it-service-management/page/product/change_management/concept/c_ITILChangeManagement.html