ServiceNow Change: How to Create a Change Request
This article will help you fill out the change request form and submit a request for approval.
- In ServiceNow, click on Change and Create New in the left navigation menu.
- Enter the Planned Start and End Dates and Times using the calendar picker button to the right of each field. This is when the change is expected to occur.
- Select the Type of Change:
- Standard (non-CAB): A pre-approved change that is low risk, relatively common and follows a procedure or work instruction.
- Normal (CAB): Any change that can be scheduled (and therefore is not an emergency) and will impact service or carries risk to do so (such as upgrades, major service-impacting reconfigurations, maintenance activity that is not defined in the Service Statements). Normal changes require formal review by the CAB and approval through weekly CAB meetings.
- Urgent: Any change that is either expected to impact service or carries risk to do so and can be scheduled, but must be addressed in a shorter timeframe than the typical CAB approval process allows (such as upgrades, major service-impacting reconfigurations, and maintenance activity that is not defined in the Service Statements. Urgent changes require formal review by the CAB and approval through weekly CAB meetings.
- Emergency: A change that must be introduced as soon as possible. e.g. to resolve a major incident or implement a security patch. The change management process will normally have a specific procedure for handling Emergency Changes. Emergency changes require formal review by the ECAB and approval on an as-needed basis.
- Enter the affected Service Offering and, if available, the affected underlying Technology.
- Enter the Assignment Group responsible for implementing the change.
- Select the Impact that best describes the change:
- 1 - Extensive/Widespread: University of Minnesota issue of a service, all users impacted
- 2 - Significant/Large: Department(s) and Location(s) impacted, or a significant service is unavailable to the public
- 3 - Moderate/Limited: Low business impact, may be single or multi-user issue where the service is not significant
- 4 - Minor/Localized: Single-user business impact, general break/fix issue with no or little business impact
- Other required information:
- Description: A non-technical description of the change being requested. Include reason for the release window being requested.
- Change Plan: The high-level plan used to implement the change.
- Risk Analysis: What could go wrong and what measures are being taken to mitigate and/or respond to these risks?
- Backout Plan: If the change is not successful, what high-level steps are required to restore service? Include timing.
- Test Plan: Describe the test plan that has been completed prior to implementation as well as the test plan that will be used for verification of the change.
- Communication Plan: Customer contacts and lists used for communication.
If you are asked to approve a change request, you will receive an email notification. Click on Self-Service > My Approvals to view all items awaiting your approval.