ServiceNow Change Management: The Complete Guide

ServiceNow Change Management is a critical component in modern enterprises, ensuring systematic management of changes to IT services and infrastructure. This guide aims to provide 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. The platform is highly regarded for managing change and is 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 significant adoption of platforms like ServiceNow in change management .

Understanding ServiceNow Change Management

ServiceNow is a robust cloud-based platform designed for IT Service Management (ITSM), enabling 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. The change management tool in ServiceNow helps govern and track the process throughout the change lifecycle, ensuring a smooth and efficient change management workflow.

ServiceNow Change Management Process

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

• Why the change is essential
• 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

Step-by-Step Workflow:

1. Create Change Request: An individual or a group creates a request for the steps to be implemented for a particular application.
2. Review Change: The change is reviewed by an authority to decide its necessity.
3. Change Evaluation: Assess the impact, benefits, and risks to avoid unnecessary disruption within the IT setup.
4. Change Approvals: Leadership and stakeholders approve the change to ensure alignment and readiness for implementation.
5. Implementation: The necessary changes are made by the implementation partner and service partner.
6. Validation: The implemented change is verified to ensure it works as intended and doesn't disrupt any component of the IT ecosystem.

Types of Changes within ServiceNow

Not all change initiatives are equal. There are four types of change requests within ServiceNow:

1. Standard: Pre-authorized, low-risk changes following specified procedures of work, frequently implemented without CAB approval.
2. Normal: Follows the complete change lifecycle with two-level approvals, major business impact, and requires thorough evaluation and planning.
3. Emergency: High-priority changes executed immediately to resolve critical issues, with authorization post-implementation.
4. Expedited: High-priority changes requiring swift implementation ahead of the usual lead time, driven by customer or vendor requirements.

ServiceNow Change Management Best Practices

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

1. Create Service Strategy: Develop a service strategy to address internal or external user needs. Review the current state, identify gaps, and align new processes with organizational objectives.
2. Align People and Processes: Ensure leadership and stakeholders are aligned with the set goals. Communicate the impact of ServiceNow implementation and address any challenges or barriers.
3. Ensure User Adoption: Start user adoption during the implementation process by analyzing user requirements and creating relevant training content. Utilize a digital adoption platform like Apty to provide real-time, contextual in-app guidance.

Ensure Seamless ServiceNow Change Management Training with Apty

Over 70% of change management initiatives fail, and ServiceNow change management is no exception. To counter this, organizations must develop simple processes and empower their workforce with robust training programs and digital adoption strategies. A Digital Adoption Platform (DAP) helps organizations understand usage patterns, design new processes, and create effective training content tailored to ServiceNow.

Final Thoughts: ServiceNow Change Management

The ServiceNow application is powered by multiple capabilities, making it one of the most complete ITSM applications available. Efficient training tools, such as a Digital Adoption Platform, are essential to maximize your ServiceNow investments. Contact us to learn how a Digital Adoption Platform can help you train employees on ServiceNow and enhance your change management processes.