ServiceNow Change Management: The Complete Guide

ServiceNow Change Management is a critical component in modern enterprises, ensuring that IT service and infrastructure changes are systematically managed. This guide provides comprehensive insights into ServiceNow Change Management, covering its importance, processes, benefits, and real-world applications.

ServiceNow is essential for leading organizations powered by ITSM tools, customer support, cybersecurity, and more. Organizations use the ServiceNow platform to manage change, which can be considered one of the best applications for change management. According to recent data, the global ITSM market is expected to be worth USD 22.1 billion by 2028, growing at a CAGR of 15.9%, indicating a significant adoption of platforms like ServiceNow in change management. 

ServiceNow business stakeholders are crucial in ensuring that all changes align with organizational objectives and are implemented smoothly. Additionally, ServiceNow's digital adoption is essential for maximizing the platform's benefits and ensuring all users are proficient with its tools and processes. 

Now, let's gain a deeper understanding of change management in ServiceNow, the types of changes, and the process of change management. 

What is Change Management in IT?

IT Change Management is an IT Service Management (ITSM) process that helps organizations follow standard procedures and practices for effectively managing requests. This minimizes the risk and disruptions that can affect IT and business operations.

What is Change Management in ServiceNow?

ServiceNow is a robust cloud-based platform designed for IT Service Management (ITSM). It enables organizations to streamline operations through automated workflows. Adopting best practices in ServiceNow implementation helps organizations avoid ITSM pitfalls and achieve optimal performance. With its comprehensive suite of tools, ServiceNow supports various business functions, making it a key asset for modern IT departments.

Change Management in ServiceNow involves a systematic approach to controlling the life cycle of all changes, facilitating beneficial changes with minimal disruption to IT services.

ServiceNow Change Management Process

ServiceNow helps you systematically initiate the change and keep tabs on the following:

• Why the change is essential for the organization or department
• How it will impact different departments and stakeholders
• What kind of preparation is required
• Who is the owner of the change
• How the implementation will take place
• The expected timeline for the change
• Potential risks and mitigation strategies
• The resources necessary for the change

This process generally follows the ITSM change management workflow, which includes:

1. Create Change Request: A change request is created for the steps to be implemented for a particular application.
2. Review Change: The created change is reviewed by an authority to decide whether it is necessary.
3. Change Evaluation: Assess the impact, benefits, and risks to avoid unnecessary disruption.
4. Change Approvals: Get approval from leadership and stakeholders.
5. Implementation: Implement the approved changes.
6. Validation: Verify that the change works as intended.

4 Types of Changes within ServiceNow

Not all change initiatives are equal. In ServiceNow, there are four types of change requests:

1. Standard: Pre-authorized and low-risk changes that follow specified procedures. No CAB approval is required.
2. Normal: Changes that follow the complete change lifecycle require two-level approvals and thorough planning.
3. Emergency: High-priority changes that need immediate execution. The change record is created after implementation.
4. Expedited: High-priority changes that require quick implementation but are not emergencies. Authorization varies depending on risk.

ServiceNow Change Management Best Practices

To maximize the benefits of ServiceNow, organizations should follow these best practices:

1. Create a Service Strategy: Develop a service strategy that aligns with organizational needs and goals.
2. Align People and Processes: Ensure smooth implementation by aligning people with new processes and addressing challenges and barriers.
3. Ensure User Adoption: Create a digital adoption strategy that includes training and contextual in-app guidance.

Relevant Read: 6 key Features of ServiceNow Change Management 

Ensure Seamless ServiceNow Change Management Training with Apty

Over 70% of change management initiatives fail. Organizations need robust process implementation and digital adoption strategies to counter this, which can be achieved through a Digital Adoption Platform (DAP) like Apty.

Apty provides real-time, contextual in-app guidance, user analytics, automation, and self-service capabilities, enhancing user productivity and customer satisfaction.

Other Important Aspects of ServiceNow

ServiceNow's automated risk assessment and robust analytics features help organizations manage change effectively by providing a comprehensive view of change efforts and guiding major decisions based on progress.

Final Thoughts: ServiceNow Change Management

ServiceNow is a powerful ITSM application with multiple capabilities. To make the most of your ServiceNow investment, use efficient training tools. Contact us to learn how the Digital Adoption Platform can help train your employees on ServiceNow.

This post originally appeared on Apty.io/blogs. To read the full article and learn more about Driving Digital Transformation Through Software Adoption and how Apty provides Value Realization to all organizations, click here.