Service management deep-dive · LessonBy Sneha I, ServiceNow Trainer, 8 yrs · Published · ServiceNow · all levels
Change models
Normal, standard and emergency change, change models, risk assessment and the standard change template process.
Quick answer
Normal, standard and emergency change, change models, risk assessment and the standard change template process.
Key takeaways
- Change models make change types configurable, not coded
- Standard changes are approved once as templates
- Emergency change needs retrospective review to stay honest
- A healthy standard change ratio shortens CAB
Change types
Normal change follows full assessment and CAB. Standard change is pre approved, low risk and repeatable. Emergency change is for restoring service and gets retrospective review. Getting the mix right is what makes CAB shorter.
Change models
A change model defines the states, transitions and approvals for a type of change. Models replaced hard coded workflow logic, so a new model is configuration rather than a workflow rewrite.
Standard change catalog
Standard changes come from templates that go through a proposal and approval cycle once.
- Propose the template, review it, publish it, then anyone can raise that change without CAB
- Review published templates periodically, retire the ones nobody uses
- Measure the ratio of standard to normal change, rising standard change usually means the process is maturing
Practice challenge
+0 XPStreak ×0
Question 1 of 2
What defines the states and approvals for a change type?
Frequently asked questions
Who approves a standard change?
Nobody at request time. The template was approved when it was published, which is the entire point.
How is risk calculated?
Through risk conditions or a risk assessment questionnaire. Both feed the risk field which drives approvals in the model.