INFORMATION AND EDUCATIONAL TECHNOLOGY

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1 INFORMATION AND EDUCATIONAL TECHNOLOGY Change Management ServiceNow Implementation This document describes the Change Management ServiceNow technical implementation. This document may be used by: ServiceNow Administrators to implement Change Management Page: 1 of 10

Management ServiceNow technical implementation.

2 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 Issues not addresses by this IMPLEMENTATION...9 Page: 2 of 10

..4 Create Template for Change Requests to include required data in Work Notes.

3 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 Comprehensive Emergency = Standard = Normal = 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 Mike Waid COE-CAB Ken Jones (Queue Manager) IMPLEMENTATION 1. Go to User Administration 2. Select Groups 3. Click New 4. Create Group Page: 3 of 10

Select values from the change_request table 4.

4 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 3. Modify the Approval User step to use the following script Page: 4 of 10

IMPLEMENTATION (NORMAL) 1. Copy the Comprehensive Change Workflow, and name the copy Normal Change (UCD). 2.

5 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. Modify the Approval Group step to use the following script Page: 5 of 10

$assigned_to.nil()) { answer.push(current.assigned_to); } else { answer.push(current.cmdb_ci.$

6 // 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 3. Modify the Approval User step to use the following script Page: 6 of 10

push(current.cmdb_ci.change_control); } 5. Save and publish the workflow 6. Inactivate the Comprehensive workflow IMPLEMENTATION (STANDARD) 1.

7 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) 1. Copy the Emergency Change Workflow, and name the copy Emergency Change (UCD). 2. Remove the TASK steps so the workflow looks as follows Page: 7 of 10

$assigned_to); } else { answer.push(current.cmdb_ci.managed_by); } 4. Save and publish the workflow 5.$

8 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 { Page: 8 of 10

If it has, use this as the approval group.

9 } 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. IMPLEMENTATION ISSUES This implementation is for simple cases of Change Management and does not include a TCAB approval process. It is up to the Service Manager or CAB to verify the risk level of the change is set correctly and any external (TCAB or otherwise) approvals have been obtained. ISSUES NOT ADDRESSES BY THIS IMPLEMENTATION 1. A single configuration item used by multiple departments engaged in the change management process. One approach is to alter the workflow so that if an assignment group is present on the RFC, it is used as the CAB group. If not, it will use the Approval Group from the configuration item. Page: 9 of 10

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.

10 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. Page: 10 of 10

This process effectively follows the following mapping: Standard = Risk 5 Normal = Risk 1-4 Emergency = Urgent or Emergency 3.

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