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High Level Process Flow by Change Type

Normal & Expedited

Difference between Normal and Expedited is based on lead time and is calculated by ServiceNow when change is submitted for approval.

Normal and Expedited Change Request process flow with states.

 

Emergency

Starts from a P1 Incident and recorded after the fact.

 

Standard Change

Start from a template after the template has been approved by CAB for use.

Standard Change Request process flow with states.

 

SDLC (Software Development Life Cycle) Change Requests

Picture of ServiceNow IT Service Management modules supporting Production versus Jira Task/Bug tracking used for SDLC.

"ServiceNow Change Request" is the dividing line between development (SDLC) and production. ServiceNow Change Requests hold all information about Production changes which includes (and more):   

  • ServiceNow Change Request, link to Jira if one exists (starts the "Raise and Record" Change step)

  • Risks and Impact

  • Timing

  • Approval(s)

  • Implementation plan for Production

  • Verification

  • Closure information

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