[Music] in order to subscribe to my channel please click here or click here please share comment and like my videos and channel hey guys this is god of welcome to SAS word service now i'm starting a new series for service now changed management tutorial if you want to learn how change management application works in service now as an itíll user as a ServiceNow administrator or as a ServiceNow developer then this is the right tutorial for you by the end of this tutorial you will be able to implement change management application in ServiceNow for your customers and clients you will be able to understand how change management process works in ServiceNow and what are different features of change management application in ServiceNow lot of the content of this tutorial has references from ServiceNow documentation let me show you what will be the journey of this course we will start with what is change and change management then we will learn about change management application in service now we will learn about change management plugins and then we will learn about change types and their workflow we will talk about change creation and which we will try to create some changes and see how they work we will learn about processing change request as you create a change it goes via different steps we will see what are those different steps and how do you process a change then we will talk about change management configuration we will talk about standard change catalog we will learn about change schedules change risk and impact change conflict change approval and policies and in the last we will learn about cab workbench the first question which comes into our mind is what is a change a change is an addition modification or removal of any authorized planned or supported service or service component that could have an effect on IT services in order to explain to you about change management I will always take the example of our own ServiceNow system as you know ServiceNow is being used by different customers and end-users if you have to add any feature or maybe you have to remove any feature from ServiceNow however it might happen that some customers are still using those functionalities and you if you will remove it without informing those customers then there is an impact so that kind of addition and removal is a change which can impact your end user what is change management change management is standard procedures and practice for managing requests in an effective manner in an effort to drastically minimize the risk and impact the change can have on business operations you might have multiple changes for different IT services in your organization which should have some standard procedures and practice and managing these changes makes change management change management can help to manage risk that comes after implementing a change a well-planned and a structured change management process provides significant business benefits change management process change management process includes these activities which follow a sequence the first activity is to create and log the change request in this activity a request for changes created by an individual or any group for the steps to be implemented for a particular application or configuration item then we have review change in this activity the created change is reviewed and prioritized by change authorities next we have change evaluation evaluation of change is to assess the impact risk and benefits to IT services in order to avoid unnecessary disruption to business operations then we have changed approvals change request requires authorization and approvers prior to the implementation each change request has to be approved by all concerned approvers before implementation of the change this ensures that all the stakeholders have properly reviewed the changes and then approve them once we are done with all review and approvals then we have implementation that means implement activity change will be implemented by implementer group or implementer as per the schedule of the change the last activity of this process is validation once changes implemented by implementer then change has to be validated whether it was properly implemented or not and making sure that it has not broken any other component of service for which change was implemented different IT teams which have some dependency on this IT service will perform those validations change management application and service now all these process activities should be tracked and automated with the service management tool and that dual we have is ServiceNow ServiceNow developed an application that has changed management application to manage change management process effectively the application has different features with supports change management process so if you want to make your change management process more efficient and if you're using ServiceNow change management then you will be able to govern change management process properly in your organization as you can see it says change management application and ServiceNow provides a systematic approach to control the lifecycle of all changes facilitating beneficial changes to be made with minimum disruption to IT services this is our change management application and service now let's take a look in my personal developer instance if I go to my personal developer instance type change in application navigator you will see change application you can also see lot of modules under change management application so these are the modules we have in change management we will start with first module then you will click this button it is the module is create new this module will open a new form for change racket you can create a new change by this particular option here you have a screen and you can create different types of changes next module talks about open changes then we have closed so this will show you the list of changes all open change records you have in your ServiceNow instance this will show you all closed changes this will show you all list of all changes which are in your instance then we have overview this will show you a dashboard which will give you an overview of all the changes at least the top metrics you can track in your ServiceNow instance for all your changes as you can see we have these metrics like today's emergency changes critical change open overdue changes changes waiting for approvals but this is what you can also customize these dashboards as per your business requirement then we have standard change section here you have some some configurations for standard changes then we have some section for change advisory board this is for a cab workbench and all cab related options then we have on section where it talks about schedules all the change schedules like maintenance schedules blackout schedules any default schedules that's something you can mention here then you have changed policy section where we have changed approval policies some definitions and then we have administration where as an administrator you can perform some configuration changes like you have change properties you can mention risk conditions conflict properties standard change properties and then ATF suites this last option last module is related to automation testing framework in which ServiceNow has already given you predefined test cases tests for your test for testing of your change management module change management plugins you can enable various change management features with the help of plugins these are the available change management plugins in your ServiceNow instance which you can enable for getting different features like we have changed management core ITSM roles business stakeholder change management state model collision detector change risk calculator change schedule risk assessment standard change catalog bulk CI changes mass update CI and then we have approval policy there is one more plugin that is related to kab workbench many of these plugins are already activated in the base system like I have a New York instance so a lot of these plugins should already be activated and those features must be enabled however these are some plugins like mass update CI risk assessment and bulk CI changes are inactive in base system that means not all these plugins are already activated it depends if your customer or client is looking for these kinds of features like bulk CI or risk assessment then you can also enable these plugins let's check out these plugins in the instance I will go for plugins and I will click here this will show me all the plugins we can get from ServiceNow so if I type for change management you can see we have these plugins like best practice bulk CI changes change risk calculator is already enabled you can see it says installed then we have changed management approval policy that is also says installed ATF test cases Cavill bench it is also installed change schedule change scheduled foundation collision detector we have color picker as well then we have changed management core mass update CI all those change management plugins so if you want to get these features and if you have maybe prior version and these plugins are not enabled in your instance then you can enable them manually but if you have your new instance like New York instance or Orlando instance then you will see that these plugins will already be enabled and the plugins which are not enabled as I mentioned like this particular plugin and if your customer is looking for the feature like mass update CI in that case you can also install this plugin change types change management supports three types of service changes which are also described by itíll standard change emergency change and normal change these are kind of categories of changes which have been categorized as for their scenario of implementation the first change type we have is standard change standard change is a pre authorized change which is a low-risk change and follows specified procedures of work instruction these types of changes can be implemented frequently as they have repeatable steps of implementation there is no cab approval required for these types of changes they are defined templates which are pre-approved and can be used to implement via standard changes every change type has their associated workflow in ServiceNow which means that they have different activities involved as per their type of change similarly we have standard change workflow this is the workflow for a standard change in which change gets auto approved and then moves to scheduled a state and then to implement state it goes to review also create a standard change tasks as for the standard change template and that's it you are done with the standard change creation and the process the next change type is emergency change this type of change is required to be implemented as soon as possible it is basically required to resolve high priority issues emergency change does not follow a complete normal change cycle they are high priority changes which bypass group and peer review and approvals and move directly to authorized state for cab approvals emergency changes are also considered posts changes which means change record is created after implementation these implementations are performed due to high priority and impact of the issue in production as an example if you have an application maybe database is not available for that particular application and database team came into the picture and they mentioned they have to add some space to the database so that application can work now adding a database adding the memory is is kind of a change but they have to add it right away so that it can fix the issue in production and we can save the impact to the users in that case we don't need any kind of documented approval right away we can get the we can get the verbal approval just from the hire leadership and just implement the change and later on we can create the change where the same date and time and it can move with the same steps and activities and approvals once it is done and everything can be approved and change can be closed emergency change also has their defined workflow in ServiceNow you can see it involves different activities in the workflow as well you can see it says lot of approvals rejections rejection notification on hold we will learn about this workflow when we will try to create a change in later sessions the last type of change we have is normal change normal change is a type of change which does not fall under standard or emergency change situation it follows a complete lifecycle of change in which we have a process which requires two level of approvals before being implemented reviewed and closed it is a planned change which can have impact as well it requires complete assessment and approvals these type of changes are normally implemented to improve the service they also presented in cab meetings for further assessment and approvals and they also have a defined maintenance window so if you know that you are going to implement something for your service now application you can't define a window a maintenance window which you can also communicate to your end-users and then you can implement or whatever feature you want to add whatever upgrade you want to do for your service now instance you can do that we also have workflow for normal change in service now you can see lot of activities involved in normal change process as well this will all also follow a complete lifecycle and different activities as part of the process let's talk about change form and its fields a change request records the detailed information about the change to be implemented such as reason of the change priority risk of implementing the change type of change and change category when you open a new change record in service now you will see this form with these fields at the top you will see the process flow which we have in ServiceNow change management the different states we haven't changes in change our new SS authorized scheduled implement review closed and canceled the first field we have on change form is number of change racket which will be created next we have reported by the user who has requested for this change then we have category here you have to select then whatever change you are implementing for any particular CI you have to select the category of that CI that means configuration item then we have service service for which this change will be implemented that is you will select here configuration item means any application any server any router for which change will be implemented you have to select that particular CI item over here then we have priority what should be the priority of this change whether it's high low medium you have to mention the risk that what exactly the risk for implementing this change it's a low res change high res change or moderate risk then you have to mention the impact of this change but what will be the impact once this change will be implemented this field shows type of change so we talked about different types of change like normal standard and emergency those types will be shown here this is state field which shows the status of the change different stages of the change record conflict status we might get different conflicts and ServiceNow change management that means for the same CI you might have different changes or different change record in the similar time maybe in that case this will show you the conflict status whether it has run or not conflict last one if it has run then what was the last run assignment group the implementer group of the change the team who will implement with this change who are responsive able to implement this change assigned to the person who will implement the change the user details of the change short description and description you can mention the details of the change what exactly what kind of change you are going to implement that you can mention in short description and description we have this section that's called planning details of the change here in this section you will have some fields in which you have to mention planning details of the change firstly we have like justification that why exactly you want to implement this change that's something you have to mention in justification field then we have implementation plan you should have some steps to implement the change it can be technical steps as well that detailed plan has to be mentioned in this particular field then you have risk and impact analysis if you think if there are some risk or whatever impact analysis you have done you can mention in this particular field then we have back out plan there might be some situation that when once you are implementing a change it is not working as expected so the best approach to minimize or save the impact is roll back the change so what kind of back out plan you would have if your change will fail so that is something you have to mention in this particular field then we have test plan how exactly you will validate this change what are the test plan for this change Torro validation and test plan next section we have in change record is scheduled schedule of the change has some fields related to the date and time and some schedules of that particular change to be implemented the first field we have is a start date and time of change implementation so when exactly are planning to implement that change start time that's something you will mention in this particular field then you have planned end time you have kab required do we really need cab for this particular change that you can check that box then we have kab date in which cab meeting you want to add this particular change to be reviewed then we have actual start date that vary exactly you actually start this implementation that you can mention here then we have actual end date cab delegate if you want to delegate someone so that he can represent yourself for this particular change and then cab recommendation once you are done in with cab meeting in that cab meeting cab people or the cab authorized people they are giving you some recommendations in that case you can mention those notes here it might happen that you're not joining that meeting but your delegate is joining and later if you are checking this change you can see the comments over here next section we have is conflicts this particular section shows you the conflict of the change involved so if you have a CI which is part of this change implementation and you have some other changes as well for the same CI maybe for the similar time or duration in that case you might see those changes over here when you will run the conflict so this section will show you all the changes all the conflicts detected you will see in this particular list then we have notes section notes section it's it's kind of like ITIL for ITIL users you can put some comments you can put work notes while implementing the change before the change it's totally up to you and if you want to add watch lists work north list you can also add it and the last section we have is closer information in this section we talked about we mentioned closure details of the change after implementation we have feel like closure code and close notes service now change process flow in the last section you saw the process flow on the top of the change form when you create a change it moves to different states until it is closed or canceled so we have different states in this change management process flow in ServiceNow first state we have is new that's a default option when you will create a new change racket then we have SS SS is basically the stage where you assess the quality of the change whatever information you have mentioned to change you as as the impact us as the risk that is what we have as a state then we have authorized that means when that change will be moved to approval stage then it will show as authorized but means it is under approval process next state we have is scheduled scheduled means change is approved and now it is awaiting for implementation that means everything is approved but now the planned date has not come yet so it is ready for implementation then we have implement that means change is being implement so the person who is implementing the change he can change the state to implement that means I have started implementing this change then we have review state review is basically results of implemented change so once you are done with implementation you have to review the change whether everything is working as expected and change was implemented surely is there no shoes nothing has been broken and everything is working as expected after chains is implemented and the last stage we have is closed that is change is complete you can mention the closed notes and closed codes and you are done with a change there's another state which is apart from closed that if you want to cancel the change that means changes no it's we don't have to implement it further we have to cancel it because of some other reasons in that case you can cancel the change maybe you didn't get the proper approvals in those cases you will be able to cancel the changes change creation change records can be created by different ways you can create a change from new option under change application you can also create a change from incident on problem records you can create the change from a CI you can create a change from standard change catalog you can also create a change by copying existing change let's take a look in ServiceNow instance if you will type here change the first option to create a changes from here under change application you will see this first module if you will click here this will show you options to create change normal change emergency if I will click here normal change this will open up the new racket and I can create the change then I can create it from existing records like problem or incident so I will go to incident I will try to open existing incident in order to create the change directly from incident record you have to right click here and you will see these options create normal change create standard change create emergency change so you can create changes from existing records as well like incident and problem now how can you create a change from a CI let's look for a CI so I have this CMDB maybe I will do configuration I will go to any application I will or maybe I will do one thing I will select this one and you will see this option here when you will click here you can see add to new change request add to existing change request so if I click here add to new change request you will see if we open a new record with the same configuration item and I can create this change with the help of CI now how can you create a change by a standard change catalog we can do it you will go to change on the change you will have standard change catalog if you will click here you will see all these templates let's click here when you will click that you will be able to create a new change record with this template which you selected so here we have replaced printer toner I will click here and now you will see change record you can see it has already selected type as standard some of the fields are also read-only and it has already some data you can see implementation plan back out plan test plan now these are standard changes which we were talking about then you can also copy existing change okay that means you have to go to open change maybe we can go to this change you should see an option to copy this change when you when you will right click on the top you will see this option called copy change and when I will click this button you will see new form with all the data you have in that change however this is a new change I have not submitted this change yet so this is how you can create different types of changes with different ways let's create all three types of changes and see how their workflow works this is my personal developer instance in order to create the change we will not use our administrative account we will impersonate with another users as of now you can see here the profile is ITIL user this ITIL user has itíll access that means ITIL role so that he can create the change we will talk about roles in details about change management in later sections so let's create three different types of changes and see how exactly the proceed further so we will click here so we have this change module that means this ITIL user can see this change module and he can see these options as an idle user so I have this create new button when you will click this create new button you will see these three options normal change standard change and emergency change we will click on this first so we will create a normal change once you will click on this normal Change button you will see it will automatically select normal you can also change it to emergency but standard cannot be selected because it standard has a predefined template they are already pre approved changes so you don't need you'll not be able to select it here but if you want to add any third choice or any other choice or type of the change in your organization then it's totally up to you you can add it you can make the workflow and and whether you want to hide it or you want to show it it's totally up to you as per your business requirement you can see requested by is automatically selected we have this category this is the category of CI for which we have to implement the change so we will select it let's see we have this software so we will select the software and here we will select maybe web let's see if I get something with web maybe I will select I will try to search so this is for a service for which we are going to implement the change so it is SAP Enterprise Services ok let's select SAP now and here I can select SAP so this is a configuration item so let's say I have to implement a change or on this database this is SAP or r01 it has selected priority risk moderate impact conflict I've agrees we have not run the conflict yet here I can give the assignment group so maybe I will assign it to database team if I can find yes do we have database here then here I can just mention the shot description so this is this is this is a demo change demo normal change that's it we have all these fields now if you will implement in your organization or for your customers or clients you have to make sure that these some of these fields should be manually else you'll not be able to govern your changes properly ServiceNow has not given them mandatory because like they don't know that what fields should be mandatory for your ask for your organization maybe you will add any other field or so maybe you will rename them so they don't know so they have not you you can see they have not made any field as mandatory for now you can create the change even if you don't fill this data you can create the change so here we will do the justification so I think we already talked about these fields I'm not putting these data for now so I will just mention random letters that's it here I have scheduled now for schedule I can do too a future date so I have this I think let's take the future date I think this is is T right now let me check I think okay it's selected I have to select my instance is T okay so I have selected the is T time here I can maybe coordinates 11:38 am I can do 11:40 and then I can end this change maybe 11:45 do we need cab I will do I will say yes when I think cab is needed maybe today that's something you can mention I think it's 15 so I think this is also I need to change this as often I'm staying taking the u.s. time so I will change its changed you can see that there was an error the end it must be greater than that that's that's out of the box error we have we don't need to put any data here right now and I will now click on save so once you will create it you will see it really saved first but it will not be submitted at the same time so I am creating this change so you can see it has been created so as of now it is still a new change and it says a scheduling conflict detected use scheduling assistant to avoid conflict let's check here you can see on the same database we have two different changes two different schedules we have and that's kind of a conflict we have here so you can see this is the schedule and this is the global infrastructure that is what there is no conflicting change here but it's it's not in main attendance window that means it is saying type of type of conflict so as of now it's not in maintenance window that means you have already specified some maintenance window and and it is is just showing you the conflict we will not talk about conflict right now because we do have these sections in details later for these topics like conflicts risk assessment and enrolls and and standard catalog in in details because in this particular demo I am just showing you by creating a change that's it here we have impacted services SAP Enterprise and here I have a CI which I selected which is basically affected in this particular change if you have maybe down streams or up streams and you think of that it can also be impacted you can add those ci is here then we have calculated risk so I can click this button I can calculate the risk it says risk condition calculated insufficient lead time risk high impact unchanged the reason behind it because I have just selected the day just for and I think next next two minutes I think we already pass the time as well because we selected 1140 and now it's 11:41 a.m. but that's ok we will still try to request this change so we will click on request approval and let's see how exactly it goes so now I have sent this change for approval you can see state as read-only now type is read-only now so and now it is in SS that means somebody has to review it in that case if you will see at the bottom we have god these approvers now friend Ludi all these users you have these approvers now because an eye till user that means the question by also has to approve it but anyhow I think that's part of database group that means the implemented team first has to approve it so let's let's do one thing let's approve it so I will approve it because I'm already Idol users so I can approve it it's approved so you can see now this change a state change to authorize that means it's an authorized flow right now so change the probe but it goes to other approvals you can see it says cab approver and cab approval as well here what I can do I will maybe I will impersonate any any user and that user maybe scare approver let's try to impersonate this one and impersonate user look that's how you will understand so we will impersonate with this user and we will approve the change so I will go self-service and I should have my approvals I think it's not showing any my approvals to me let me search okay it's in service desk so you can see I have this change which we got which I got for approval so I will just approve it right now I approved this change and now I will go back to my previous user and see my change so I will just go to history this is my change you can see it is approved now and it goes to state schedule so here I have schedule now I have this another state that is implement and when exactly yes you select implement when you actually implement it so currently we have that time right now you can see we have we are in the change window you can see plants in our approved change window that's what it is saying so what I will do I will change it to implement and I will also put myself here I told because I'm already part of database script so I will put it here and I will I think you also have this button here implement so it will automatically change the state to implement that means we have started the implementation then you will click on implement you will automatically see the actual start date will automatically show that means you have changed state and now you have started the work that's how it is showing automatically so for example once I am done I have implemented the change it also created the two tasks automatically post implementation testing and implementation so this is something you have to close first so let's say I'm going to close these tasks that means first I have this implementation so I have this planning implementing that's fine I will close this and I will update it so that task is closed that means I have implemented and then I have this one I will go here and I will close this one as well this is also closed so the both the tasks are closed because now I am done with the change and now I can close it once when I will select the close State you will see this closer information will become mandatory and I have to select the closure code now this is out of the box closure codes all the choices you have these are all out of the box that means already provided by ServiceNow if you want to add or customize the choices as per your organization or as per your customer client you can also do that so here I will do successful and I will just mention any close notes I want and that's it and I will click on close and you will see it is closed so change is successfully implemented no it's a scheduling conflict I think it is still showing the conflict but that's okay we don't need to worry about it so that's it we are done with the change it is closed we don't need to worry about this change now everything was implemented successfully so this is how you create a normal change now let's go to create new again and this time we will create emergency I will I will create standard later so let's create emergency now we talked about emergency that it should be implemented as soon as possible or as soon as possible it's kind of unplanned change you can say unplanned change necessary to restore service for example you got the p1 right now and you have to implement the change maybe you have to implement the change after maybe 4 hours let's say maybe because you still want to do it in off hours but you have to do it today so this type of emergency will automatically be selected I can select the category so let's let's take the same CI so here I can put SAP so I have SAP Enterprise service I will select it and here I will select SAP so maybe for the same database I have selected it here I will put database planning anything I can put right now plant start date I can put maybe 11 why I took 59 it so showing the use of time that's something I need to check again but it's ok and then I can do and I can save this once I will save this it says conflict detected that's ok and now I can just click on request approval when you will click on request approval it says refresh impacted service has initiated that's ok and we see I hope you saw some difference here that's the reason I wanted to show you the kind of workflow we have and let's let's go to the workflow because if I talk about the emergency change and let's try to open another change as well at least you will be able to understand the difference so I will open that change here I have this close change I have this show workflow so I want to show you both the workflows now this workflow is the is the workflow for the normal change which we created and this is for emergency we are running right now so now here you can see we got approvals for implementer team as well that means the assignment group but here you can see no approval is needed no other approval except cab approval so it directly moved into the cab queue and now you do not have to worry about any other approval if cab is approving it that means you are done so let's impersonate with cab so I'm sure cab would have that approval request see I can approve it once I will approve it I will impersonate with IT user again and I will just go here and go many history open our emergency change so it's approved now so you can see it automatically moved into scheduled State no further approvals and here I can just go for implementation so I can click on implement that means I have started my implementation and then I can close this by closing this task and also closing the change similarly but the only difference we have here is and you will see the difference if I you refresh it you can see because it's change is already approved by cab so it is approved it should go here I think approval is here I have rejection notification that's I don't have because it's it's approved change so there's no like this change is not not on hold so that's that's how this change proceeds and then we can just I think we can close the change after implementation because it's most review that's how this whole change management process works for emergency change and this is how we create emergency change and this D are all out-of-the-box workflow and process if you want to customize it as for your business requirement it's totally up to you but I've ServiceNow always recommend try to stick to out of the box but even if you want to change some kind of workflow because if you have some kind of a different process for your organization that's still okay you can still customize it but try to mean try to minimize the customization of the basic feature of change management in ServiceNow so that's what we have emergency change let's create the last change last type of change we have that is standard change so you can see we have this option standard it says select from available pre-approved changes that means you have to select the available templates pre-approved templates we have this network standard changes so maybe I will cut here and I have these different type of changes specifically for network standard changes like add network switch to data center cabinet maybe change VLAN so let's click here VLAN and you will see it it will automatically populate all these data so let's see what kind of approval it asks for or or does it really ask for approval so I have these states new schedule you can see the difference so I have like in in normal change we had new and SS here we directly have schedule let's see what exactly it does so I can select SAP Enterprise maybe and here I can select record database maybe and then I can submit this change so I have submitted this change and now I will go for a schedule so I just like database team I also need to first put some schedule maybe we have to do it right now so I will make it I think it's still taking 28 that's okay I will save this now it says that assignment group is mandatory so it's done it is it still shows me the conflict that's it you can see it automatically moved to schedule and then implement no approvals because it is a pre approved change and that's what standard changes and even you can understand the type of change like change VLAN on a cisco support that means it is a changing of the VLAN then why it would need a proper a complete life cycle or the process of approvals or or they carry multiple scenarios you might have those scenarios and service now as well like changing the property or maybe maybe just just doing some configuration changes in that case you don't need complete approvals which you think that it won't impact anything or in your end-users so that's how it's totally up to you every organization has their different different I think templates for standard change and conditions for standard changes totally up to them so this is how you create all these three changes three types of changes and and I think you already saw that how exactly their workflow works so thanks for watching my video have a great day wait for second part as well which I'm I will be posting soon