ServiceNow largely complies with the core aspects of ITIL for its change management process. ServiceNow follows below lifecycle in change management.
1. New: A need for a change is identified and a change request is initiated.
2. Assess: The created change is then extensively assessed by a person of authority who governs the change process and a decision is taken whether to accept or reject the requested change.
3. Authorize: Once the change is deemed as necessary, its impacts, benefits and risks are reviewed to avoid any unnecessary disruption of IT setup. It is evaluated by the leadership and all stakeholders, who will be impacted by the change and then it is given an approval. For high-priority changes, which might impact the overall business operations, the Change Advisory Board (CAB) is also consulted.
4. Schedule: The initiated change is scheduled for implementation in such a way that no work disruption occurs.
5. Implement: With the approvals and schedule in place, the necessary changes are implemented in the IT system.
6. Review: The implemented change is tested and verified to ensure it is working in the intended manner and if any component of the whole change ecosystem is broken.
7. Close: When a change is closed, all related and associated incidents/ problems are closed automatically.
8. Cancel: There is an additional option to cancel any change requests that are initiated. The reason for cancelling the change is added to the Work Notes field.