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My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.

For this reason, I have decided to handle such topics in individual community articles like this one instead.

What is Change Management?

ServiceNow is pioneering the way forward when it comes to change modernization. Change teams are modernizing to serve a more mature dev community without compromising the stability and governance mandates of their respective organizations. Stacking features from ServiceNow like Change Success Score, Change Approval Policies, Risk Intelligence, Conflict Detection and Multimodal Change creates an environment where every change lifecycle is matched with absolute precision and artificial change barriers are eliminated. ServiceNow Change Management also lets you automate approvals for low-risk changes to drive greater process efficiency. For complex changes, the Change Advisory Board (CAB) Workbench serves as a single destination to automatically plan schedule and run CAB meetings efficiently.

Product Information

Entry point to the official product information pages

Product Documentation

Entry point to the official product documentation

Data Sheet

Summarized overview in one PDF file

Process Guide

Provides detailed guidance on the way that ServiceNow intends the process to-be, for Change Management.

Implementation Insights

From a People, Process, Data/Analytics and Technology perspective the typical insights and risks that may be faced during an implementation along with recommended solutions and mitigation options.

ITSM Process Diagrams

Product process diagrams in Visio format for Incident Management Problem Management Change Management Service Catalog & Request

How change managers become change enablers

Trainings &

Courses

Change Management on the Now Platform

This path is targeted to the process user. The series of courses introduces the Change Management process on the Now Platform and includes each stage of the Change lifecycle: Creation and Scope, Approval, Implementation, and Review and Closure. The course discusses normal, standard, and emergency changes; and provides details on using the Change Advisory Board (CAB) Workbench.

Articles & Blog Posts

2023-09-15 by ServiceNow Spectaculars

Standard Vs Normal Vs Emergency Changes

Change management supports the three types of service changes ITIL describes: standard, emergency, and normal. The change type determines which state model is invoked and the change process that must be followed.

2023-12-08 by @arya6

Normal Changes - how do they work?

Ever wondered how Change Requests progress from one state to another, how Change Approval Policies are processed in Flow? - If the answer to either is yes, you are in the right place!

Videos &

Podcasts

2020-12-02 by ServiceNow Community

Turbocharge: Incident, Problem and Change

The IT Service Management (ITSM) solution provides scalable workflows to manage and deliver IT services to your users all through a single cloud-based platform. The ITSM solution can help increase your agents' productivity, resolve issues quickly, and improve user satisfaction. Also, powered by platform native AI, you can quickly accelerate technology changes and view recommended actions for incoming tickets or requests and drive self-service and automation through enterprise chatbot technology. The NOW Platform also provides users access to ITSM via mobile or web-portal interfaces.

2021-07-04 by Learn N Grow together with Atul G

CAB Workbench || Step by Step Creation and Execution

Learn CAB Workbench step by Step

2021-11-17 by GlideFast Consulting

Change Models in ServiceNow

Change managers can use the Change models feature to conveniently tailor change activities and flows for specific use cases. This feature is an extension to the existing IT Infrastructure Library (ITIL) OOB Change types and workflows. You can use it to transit to fit-for-purpose models and ServiceNow®Flow Designer without compromising on existing capabilities

2022-03-05 by ServiceNow Community

How Change Management Leverages CSDM

In this discussion and demo, Greg Morrison and Mark Bodman address how Change Management leverages CSDM to improve the Change Management process.

2022-05-30 by Justin Meadows

CAB Meetings in ServiceNow with CAB Workbench

Change Advisory Board (or CAB) meetings can run like magic using the CAB meeting and CAB Workbench functionality in ServiceNow. In this video I show how to manage the preparation for a CAB meeting and then show a side-by-side meeting in progress for both the CAB Manager and a CAB Attendee.

2022-06-18 by Learn N Grow together with Atul G

Change Model in ServiceNow

2023-03-06 by Justin Meadows

New Change Request Experience in Utah's Service Operations Workspace

In this video I show the new Change Request experience in Service Operations Workspace available in the ServiceNow Utah release. Rather than a form with fields to fill out, this new experience brings an improved look and feel as well as some useful features with regards to scope, scheduling and task management. I start with a look at the Change Request feature in Tokyo and then you'll see my actual reaction to viewing the new Utah features for the first time while recording.

2023-03-09 by snowexpertrohit

Change Management in ServiceNow with Workflow

The ServiceNow Change Management application provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services.

2023-03-15 by ServiceNow Community

How to automate change approvals

Change Approval Policies are a key feature to help automate your change approval decisions based on data. This session will provide an overview of some of the key features and how to use them.

2023-03-20 by Justin Meadows

Advanced Security for Change Models

Change Models in ServiceNow are how we differentiate between different change types (i.e., Normal, Emergency and Standard). In Utah we have a new feature when checking the ADVANCED SECURITY checkbox on a change model. Instead of listing USER CRITERIA for only AVAILABLE FOR, you can now specify user criteria for NOT available for. In this video I show the new related list plus how to create user criteria should you not have any already configured.

2023-04-08 by Learn N Grow together with Atul G

Explore Utah || Change Management via Service Operation Workspace

2023-04-28 by AllServiceNow Learning

How to modify a Risk Assessment

2023-06-08 by Justin Meadows

How to Update the Change Form in the CAB Workbench

A YouTube viewer left a comment asking how to add Impacted Services to the change form on the CAB Workbench. I had no idea so I started exploring. Watch this video if you'd like to see how to update the CAB Workbench form layout and for an even EASIER way to get to multiple views right from the workbench

2023-10-24 by ServiceNow Community

Modernize change management with Service Operations Workspace

Learn about change management in Service Operations Workspace including the end to end lifecycle of a change. The session will include a detailed walkthrough of the capabilities and possible configurations. Participants will be able to ask questions and provide feedback.

2023-11-22 by ServiceNow Community

Next Generation Change Enablement

Learn how our advanced, intelligent Change Management capabilities enable customers to transform and enable modern Change. Growing demands to increase change velocity and handle high volumes of small incremental changes are exposing the weaknesses in legacy change management implementations.

2023-12-15 by ServiceNow Community

Change Management in Service Operations Workspace

Change management in Service Operations Workspace not only modernizes, but also accelerates change management with an elevated, data-driven, and simplified experience. Learn how the dynamic overview page can reduce the clutter in change forms and render contextual information based on state. Also, see how this modern experience is more intuitive and helps focus users on the “jobs-to-be-done.”

2024-05-16 by Ofer Asif

ServiceNow Unauthorized Change Detection of Configuration Items

An overview of ServiceNow's unauthorized change detection capability, with an emphasis on the service mapping dependency.

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