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ServiceNow Change Management

Manual(sample)

Overview and Customization of the Change Management Process

Beachbody IT Infrastructure

2014

Contents

1 Introduction and Overview.............................................................................................................2

2 Types of Changes............................................................................................................................3

3 Using a Workflow...........................................................................................................................4

3.1 Viewing Workflows (ServiceNow Admins)............................................................................44 CAB Approval Components.............................................................................................................7

4.1 Stage 1 - Creating a Change Request (Draft) with Manager Approval................................84.1.1 Updating a change request........................................................................................104.1.2 Manager Approval.....................................................................................................124.1.3 Risk Assessment.........................................................................................................14

4.2 Stage 2 (Optional) – Build and Test....................................................................................174.2.1 Build Task...................................................................................................................184.2.2 Test Task....................................................................................................................19

4.3 Stage 3 – CAB Approval......................................................................................................204.3.1 Approval List..............................................................................................................21

4.4 Stage 4 - Implementation...................................................................................................214.4.1 Implementation Task.................................................................................................22

4.5 Stage 5 – Post Implementation and Change Closed...........................................................245 Creating a Standard Change Request...........................................................................................26

ServiceNow Manual 11/27/2014 Page 1

1 Introduction and Overview

Efficient change management helps Beachbody understand and work to minimize risks from changes to its environments. ServiceNow helps implement our change management process by providing on-demand capabilities for creating, assessing, approving and implementing changes to our environments. It is essentially a process for managing the people-side of change.

Within the ServiceNow platform, changes are handled using a task record system. Each change is generated through a variety of means as a task record, populated with the pertinent information in individual fields. These tasks can be assigned to appropriate Change Management Team members, who will deal with the task as appropriate. Once the change has been properly implemented, it is closed.

This manual is an introductory guide to Beachbody’s existing change management processes, as well as providing the steps to define new processes within the ServiceNow Change Management system.


2 Types of Changes

Beachbody has defined the following types of changes to be handled by ServiceNow.

BPA/CAB Change Default. A change that will have an impact on users or compliance stance. Such a change must be reviewed and accepted by both a Team Lead and the designated Change Approval Board (CAB) before being completed. A BPA/CAB Change is completed in a clearly defined and communicated maintenance window with proper notification.

Standard Change A change that will have no impact on users or compliance stance. A Standard Change can be completed with only the approval of a Team Lead or Manager.

Emergency Change A change due to degradation of one or more current systems or sites which requires an immediate, unplanned change to resolve. An Emergency Change requires CAB approval, but will usually be performed immediately upon receipt of approval. Every effort should be made to provide timely notification of Emergency Changes to the proper groups.

Advisory Change A change performed on a third-party system over which Beachbody IT Infrastructure has no control or oversight. Advisory Changes that impact users or other systems must be communicated to the affected internal and external groups through a maintenance notification; however most Advisory Changes are informational in nature and are used primarily for tracking or troubleshooting.


3 Using a Workflow

A workflow is made up of a sequence of activities, such as generating records or running scripts, and the transitions between them. The best way to understand a multi-step process is to inspect its workflow graphically.

The ServiceNow graphical workflow engine automates multi-step processes. For each step in the workflow:

An activity is processed; the behavior specified by that activity occurs. When the activity completes, the workflow checks each of its conditions [to ensure…?]. For each matching condition, the workflow transitions to the next activity.

The workflow is complete when it runs out of activities. http://wiki.servicenow.com/index.php?title=Workflow_Overview

3.1 Viewing Workflows (ServiceNow Admins)

To access a graphical workflow.

1. On the ServiceNow main menu, select Workflow then click Workflow Editor.A new browser window opens.

2. On the title bar, click Open to view the list of existing workflows.


http://wiki.servicenow.com/index.php?title=Workflow_Overview

3. Click on a workflow to open it.

Note: You may find there are so many workflows that it’s hard to find the one you want. Click the Go to drop-down list to filter for workflow name, published state, checked out by, and other features.

Example: The image below is an example of the Beachbody BPA/CAB Change Process, our default process for change management. Starting with the Begin task in the upper left corner, the red arrows show how the workflow moves from left to right through successive steps until reaching the End task in the bottom right.


Begin

End

Open

4 CAB Approval Components

The workflow for the default change process has four or five stages depending on options, as shown in the figure below.

Stage 1 – Create New Change/Draft and Manager Approval Stage 2 – Build and Test (Optional) Stage 3 – CAB Approval Stage 4 – Implementation Stage 5 – Post-Implementation/Change Closed


4.1 Stage 1 - Creating a Change Request (Draft) with Manager Approval

To create a change request,

1. Open the ServiceNow main menu, click Change and then Create New.

A new change management draft request opens with the Requested By and Assigned To fields automatically assigned to you. You can also change the assignment manually.


Required fields Are indicated with a red bar next to the name. In each field, you can click the Search icon

to choose an entry, or click the down arrow to select from a drop-down list.

Recommended fieldsEntering text for both Short Description and Detailed Description fields provides context and make the request easy to find in the system.

Schedule SectionUse the calendar icon next to the field to select a Planned Start Date and Planned End Date (recommended).

Planning Section Enter text for all fields in this section (CAB review only).


2. Use one of the following options:

To save the request as an unapproved draft, click Submit. When you need to add or change information or submit for approval, go to the main menu, select either Open or All, and select the draft.

To move the request to Approval Action/Approval-User, click Request Approval. The change request will then go to your Team Lead/Manager for approval.

To close the request without forwarding for approval, click Cancel Change.

When you select an option, the Change Requests page opens showing all the active change requests in the system.

4.1.1 Updating a change request

You can change or add information to a change request at any time before it is submitted. Do do this:

1. On the main menu, select either Open or All.The Change Requests page opens showing all the active change requests in the system.


2. Select the change request you want to work on.

Note: To find the request, either scroll manually or use the Go To drop-down list and search field (see Appendix for additional search methods)

Examples

This change request has been created but not yet sent for approval. The requestor created the change request and hit the Submit button. The Approval column shows the status as Not Yet Requested.

Here is the same request after the Request Approval button is selected. The Approval status is now Requested and highlighted in yellow.


4.1.2 Manager Approval

The Manager Approval stage, handled by Team Lead or Manager, is similar to the creation process.

The status at top of the Change Request form has moved from Draft to Acceptance, and the Approval step has been added to the change request workflow.

When an approver opens the request, they can :

Update Make notes in the Comments section without making a decision.

Approve Approve the draft request, moving it to the Assessment step.

Reject Sends the request back to the requestor or assignee with request for additional information, changes to plan, or cancellation.

Delete DO NOT USE. Currently, if an approver deletes an approval task it is read by the system as an approval and the change request moves to next step (Assessment).


This is a sample of comments in Approver task notes. The system saves the text under Activity and clears the Comments box.

Quick Approval

Approvers can also right-click on an Approval Task on the change request list and accept or reject without leaving comments or accessing the approval task directly, as shown below.


Approver options

Alternate Approval

An administrator can approve another group’s change request if that group’s approver is absent or unavailable. The system creates a note in the Activity section, as shown here.

4.1.3 Risk Assessment

A new Assessment Change Task is created when the change request enters the Assessment stage following management acceptance.

The Assessment stage asks twelve questions that are weighted to assign an automated score to the Impact, Risk, and Type Fields in a change request. This allows the CAB group to properly triage incoming requests. Answer all questions on the assessment to the best of your ability.


To complete the Assessment stage.

1. Click on Related Links then Fill Out Risk Assessment.The Change Assessment dialog box opens.

2. Select an answer for each question.

3. Click Submit at the bottom of the list.

4. Click Assessment Task to open


The Assessment Change task lets you place additional notes related to the risk assessment that may not be covered in the existing questions.

5. Enter any additional comments in Work Notes.

Notes: If you try to close the AssessmentTask without clicking the Fill Out Risk Assessment, the system will not allow you to proceed. A Invalid Update message appears in the upper right corner.

Work notes usually state assessment has been completed, but as mentioned before this space can be used to provide additional information/details for CAB regarding Risk, Impact, and Type of change proposed

6. Change State to Closed Complete, and click on either Update or Close Task.

When Assessment is complete, the assigned group Team Lead receives an approval request to sign-off on the assessed risk.


If rejected, the change request returns to the Draft stage for needed adjustments or cancellation.

If approved, the change request moves to the Build stage.

4.2 Stage 2 (Optional) – Build and Test

Stage 2 – Build and Test is an optional stage that may be useful for major change requests, such as building out new environments, where tracking of the initial test environments will prove integral to the larger change request.

To request Build and Test stages be applied to the change request:

1. Select the Build Test Required checkbox on the Draft page.

Note: If the Build Test Required checkbox is blank, your change will go directly to Stage 3 – CAB Approval after the Assessment step.


7. Complete the draft change request as described in Stage 1.

Note: After the Approval stage is complete, the Build step is highlighted.

4.2.1 Build Task

You will also notice a new Build Task has been added to the change request tasks.

Opening the Build Task, you will see a standard task item with description of Build Task already filled in. Feel free to change or update the description if it not descriptive or accurate.


Once in the Build stage, you can:

Update the Assigned To field if not already completed/assigned by Team Lead or template (blue arrow)

Change State to In Progress to denote task has begun (or to work on task but not close it), or select Closed Complete when the task has been completed.

Add any Configuration Items that will be affected or that will be used by the build task after implementation.

Track time worked on Build Task. Open the task to begin the timer. Add any comments specific to the build task in the Work Notes section, or review previously

created notes under Activity Section. You can also add watchers for Build Task work notes.

4.2.2 Test Task

Closing the Build Task moves the request to the Test Task, and creates a new test task in the change request.

At first glance, the Test Task looks exactly like the Build Task. And for everything but closing the task, it is exactly the same. However, when you change state to Closed Complete, an Implementation Code field (red circle) appears.


Select an appropriate Implementation Code to determine the next step.

To complete the Build and Test Stage and move to Stage 3 – CAB Approval, select Implemented - As Planned or Implemented – Not as Planned.

To send the change request back to the Build Test Approval stage and repeat the build/test steps, select Implemented – Partially or Not Implemented – Backed Out.

To cancel the change request, select Not Implemented.

4.3 Stage 3 – CAB Approval

Stage 3 – CAB Approval is a required step for all CAB change requests. Such requests are for changes that have an impact on users or on the compliance stance of our environments.


The CAB (Change Approval Board) is made up of the Team Leads and Senior Management of the group performing the planned change. The CAB meets on a weekly basis to review all changes scheduled for the upcoming week.

When a request is in the CAB Approval Stage, the second Approve arrow on the main change request page is highlighted.

The change state is also reflected in the Activity section on the change request.

4.3.1 Approval List

Entering the CAB Approval Stage creates a new Approval list containing the members of the CAB.

Any member of the CAB can approve the change. CAB members usually make approvals only during weekly change review meetings.

4.4 Stage 4 - Implementation

Stage 4 – Implementation is where the proposed change is carried out. Once CAB approval has been received, use the Implementation stage tasks to document execution of the changes.


When the request is in the Implementation Stage, the Implementation arrow on the main change request page is highlighted.


4.4.1 Implementation Task

When the request enters the Implementation Stage, an Implementation Task is created.

The Implementation Task has the same initial functionality and fields as the other tasks in the change request.


When you change the State of the task to Closed Complete, an Implementation Code field appears.

Select an Implementation Code to determine the next step for the request.

Implemented- As Planned or Implemented – Not as PlannedCompletes the Implementation Stage and moves to Stage 5 – Post Implementation/Change Closed

Implemented- Partially, Not Implemented Backed Out, or Not Implemented The change request goes back to the Draft Approval step. You can either make all necessary changes for a successful implementation then repeat the process, or you can cancel the change request.

The State and Activity sections reflect the choice of Implementation Code.

To close the Implementation Task:

1. Open the change request.


2. Enter a date in the Work Start field.

Note: Click the calendar icon to select a date.

3. Enter a date in the Work End field.Both Start and End dates create an entry in the Activities section.

4. Enter any comments in the Work Notes field.

5. Click Update if you will have more information to add later.– or –Click Close Task.

4.5 Stage 5 – Post Implementation and Change Closed

Stage 5 – Post Implementation/Change Closed is where any final testing or verification for the change are performed and documented and the change request is closed..

When the request is in the Post Implementation Stage, the Post Implementation arrow on the main change request page is highlighted.



When the request enters the Post Implementation stage, a Post Implementation Task is created.

The Implementation Task has the same initial functionality and fields as the other in the change request.

Closing the Post Implementation Task closes out the change request. When the request is in the Closed, the Closed arrow on the change request is highlighted.


5 Creating a Standard Change Request

Creating a new Standard Change request is a detailed process that involves the following steps. The details of each step are described in the following sections.

1. Create a new Update Set .

2. Create a new Standard, Emergency, or BPA Change Template .

3. Modify and Create new Workflow .

4. Link new Template to new/existing Workflow .

5. Close/Finish Update Set .

6. Import new Template to Production SN instance .

7. Promote Change to Production SN Instance .


ImportantThis process is completed in a Development environment only.

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