ServiceNow!Change Management!

DATA SHEET!

Change management is an important part of a well managed IT environment. Effective ITIL–based change management reduces service outages and results in a higher quality implementation of changes. Improve the efficiency, communication and collaboration of your change process with ServiceNow change management. !

Whether change is business driven, addresses a problem or is required as an emergency fix, ServiceNow enables your organization to be more effective. Users can create, monitor and approve changes both in the office and on the move. ServiceNowʼs seamless access to the CMDB means that stakeholders are fully aware of what is being changed and when. Collision detection and inbuilt change calendars help users to schedule changes at the right time. Quantitative risk assessments provide accurate calculation of risk – and feed into a powerful approval engine to determine and seek appropriate approvals. Built in reporting capabilities allow measurement and continuous improvement of service quality. Effective, consistent, structured and auditable change management helps you to meet regulatory requirements. ServiceNow will transform the way you manage change. !

Determine risk associated with changes through a combination of data-driven assessment and a user questionnaire.!!In the data-driven model, change risk is determined using CMDB data. This extends all the way to the top-level business service supported by the CI. In the questionnaire-driven model, change risk is calculated based on a series of quantitative questions that are relevant and specific to the type of change being requested.!!The results of both these models are combined to determine the overall change risk – allowing for informed decisions to be made.!

Provides the ability to detect whether planned changes conflict with other changes or blackout periods, and whether the change meets with pre-defined maintenance windows. !Collision detection can be run in either a simple mode where it just looks for conflicts affecting the CI in question – or in advanced mode where the system automatically identifies conflicts on related CIs. !Change managers and CABs can quickly understand where conflicts exist and are able to schedule accordingly.!

Risk Assessment!

Collision Detection!

Communicate and understand changes better using a fully interactive timeline and a traditional calendar interface. !Viewing changes through a calendar view provides both the business and the IT user with an easily understood perspective on when changes are planned for the organization, and how those changes may conflict. !The timeline has been carefully designed to allow for enterprise scalability where many concurrent changes occur across the environment. !

Change Calendar!

Get a better understanding of the impact of a change through the business service map. !The map uses CMDB data to illustrate the upstream and downstream relevance of configuration items which may be affected by a change, This provides the change manager with a clear visual understanding of the potential impact to business services and CIs. !

Business Service Map!

Graphical workflow capabilities are a powerful tool in defining, documenting and understanding the sequence of activities required to support your change process. !ServiceNow provides over 35 reusable activities that can be linked using a simple drag and drop interface to define everything from the process enforcement to automated approval generation. Workflow is fully extensible and can even be extended to orchestrate and automate your processes and technology external to the ServiceNow platform. !

Workflow!

Inbuilt chat capabilities can be used as part of request management enabling effective collaboration throughout the change process and even to create a virtual CAB meeting. The entire chat session data can be captured and saved as part of the change record. ServiceNow Live provides the ability to publish information about upcoming (or completed) changes to an internal subscriber-base of interested participants, so that people not part of a formal change process can still remain informed, further aiding collaboration across the enterprise.!

Social IT!

Plan changes with confidence and agility ... automate your unique processes with a powerful graphical workflow engine … manage entire service lifecycle natively within ServiceNow Platform.!