Provides an introduction to change management as described by the Information Technology Infrastructure Library (ITIL) framework. Demonstrates change management in the ServiceNow platform.
Applies to all supported ServiceNow releases as of Jakarta.
Role required: itil or change_manager
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This video covers:
0:26 Introduction to change management
2:55 Types of change
4:04 Creating and working change requests
6:04 Improving efficiency through standard changes
For more information on change management, see:
Quick Start—An Overview of ITIL Service Transition: https://www.servicenow.com/content/dam/servicenow/documents/ebook/ebk-it-infrastructure-library-service-transition.pdf
AXELOS ITIL Best Practices: https://www.axelos.com/best-practice-solutions/itil
ServiceNow product documentation:
Change Management: https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/change-management/concept/c_ITILChangeManagement.html
Change types: https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/change-management/concept/change-types.html
State model and transitions: https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/change-management/concept/c_ChangeStateModel.html
Standard change catalog: https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/change-management/concept/c_StandardChangeCatalogPlugin.html
ServiceNow knowledge articles (log in to HI):
ITSM Process Guides: https://hi.service-now.com/kb_view.do?sysparm_article=KB0621384
ServiceNow Training and Certification:
ServiceNow TechBytes Podcast:
For general information about ServiceNow, visit: http://www.servicenow.com/
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