servicenow-management.pdf - 1 Change Management ServiceNow...

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1 Change Management ServiceNow User Guide
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1 INTRODUCTION ................................................................................................................................................................ 5 1.1 How this manual is structured .................................................................................................................................. 5 1.2 Who should use this manual ..................................................................................................................................... 6 2 INITIATING CHANGE REQUESTS ................................................................................................................................... 7 2.1 Creating a New Change Request Ticket .................................................................................................................. 7 3 ASSESSING CHANGE REQUESTS .................................................................................................................................. 12 3.1 Risk Assessment Button ......................................................................................................................................... 12 4 DOCUMENTING CHANGES ............................................................................................................................................. 13 4.1 Change Category ..................................................................................................................................................... 13 4.2 Impacted Services ................................................................................................................................................... 14 4.3 The Planning tab ..................................................................................................................................................... 15 4.4 Relationships ........................................................................................................................................................... 16 4.5 Incidents Caused by Change .................................................................................................................................. 16 4.6 Using the Work notes and Activity log ................................................................................................................. 16 4.7 Using Watch Lists ................................................................................................................................................... 17 5 ASSIGNING CHANGES ..................................................................................................................................................... 18 6 SCHEDULING CHANGES ................................................................................................................................................. 19 6.1 Checking for Conflicts ............................................................................................................................................ 19 6.2 Using the Change Schedule .................................................................................................................................... 20 6.3 Using the Change Calendar .................................................................................................................................... 21 7 SUBMITTING CHANGES .................................................................................................................................................. 22 7.1 Requesting approval for a Change ......................................................................................................................... 22 7.2 Change Approval .................................................................................................................................................... 23 8 IMPLEMENTING CHANGES ............................................................................................................................................ 25 8.1 Recording the Change Outcome ............................................................................................................................ 25 8.2 Update Configuration Item (CI) Tasks .................................................................................................................. 25 9 CHANGE REVIEW ............................................................................................................................................................. 28 9.1 Post Implementation Review Tasks ....................................................................................................................... 28 9.2 Verify CIs for Changes (Servers) .......................................................................................................................... 28 10 QUERYING & REPORTING .............................................................................................................................................. 29 10.1 Creating an ad hoc query ........................................................................................................................................ 29 10.2 Creating a Report .................................................................................................................................................... 30 10.3 Creating a Custom Report ...................................................................................................................................... 30
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10.4 Scheduled Reports .................................................................................................................................................. 31 10.5 Exporting Form Data ..............................................................................................................................................
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