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1. Difference Normal, Emergency, and Standard Changes in ServiceNow Fast-paced IT environment, change is constant. From applying software patches and upgrading systems to deploying new features, managing these changes effectively is crucial to ensure business continuity and minimize risks. ServiceNow, a leading IT service management (ITSM) platform, offers structured processes for handling changes through its Change Management module. This article explores the three main types of changes in ServiceNow—Normal, Emergency, and Standard Changes—their characteristics, use cases, and best practices. What is Change Management in ServiceNow? Change Management in ServiceNow is a systematic approach to managing all changes made to an IT system. It aims to ensure that standardized methods and procedures are used for the efficient handling of changes, thereby reducing the impact on services. Changes can arise from a variety of needs, such as business requirements, regulatory compliance, incident resolution, or technical upgrades. To handle these efficiently, ServiceNow classifies changes into three primary categories: ServiceNow Training  Normal Change  Emergency Change  Standard Change Each type follows a specific process, approval route, and risk assessment level. Let’s delve into the details of each. 1. Normal Changes

2. Definition A Normal Change is a change that must follow the full change management process, including risk assessment, planning, testing, and formal approval. It is not pre-approved and usually involves a change advisory board (CAB) for authorization. Characteristics  Requires CAB approval: A change must be discussed and approved during CAB meetings.  Medium to high risk: These changes carry potential service disruption and must be carefully evaluated.  Thorough documentation: Requires detailed documentation of implementation, testing plans, backout plans, and risk mitigation strategies.  Scheduled: Planned with time allotted for review and testing. Examples  Major software upgrades  Server replacements  Infrastructure overhauls  New system integrations Use Case A telecom company wants to upgrade its customer relationship management (CRM) software. The update involves significant changes to business processes and could affect customer data accessibility. Because of the potential impact, this change would be treated as a Normal Change and would go through CAB review. ServiceNow Online Training 2. Emergency Changes Definition An Emergency Change is a change that must be implemented immediately to restore service, fix a major incident, or address a critical security vulnerability. It bypasses the standard planning and approval process due to time sensitivity. Characteristics  High urgency: Implemented as quickly as possible.  Approval post-implementation: May be reviewed after execution rather than before.  Often reactive: Triggered by unplanned events such as outages or threats.  Higher risk tolerance: The Priority is restoring service quickly, even if the risk is higher. Examples  Fixing a server that’s caused a critical system outage

3.  Applying a security patch to stop a malware attack  Reverting a failed deployment that disrupted operations Use Case A financial institution experiences a DDoS attack affecting customer transactions. The security team must immediately apply a firewall configuration change. Due to the severity, this would be logged as an Emergency Change and executed with minimal delay, followed by a retrospective review. ServiceNow Course Online 3. Standard Changes Definition A Standard Change is a pre-approved, low-risk, and frequently performed change. It follows a documented, repeatable process and does not require individual CAB approval each time. Characteristics  Pre-authorized: Approved in advance by change managers or CAB.  Low risk: Proven to have minimal impact on services.  Routine: Often repetitive and procedural.  Faster execution: Can be scheduled and implemented quickly. Examples  Password resets for privileged accounts  Routine patch deployment for non-critical systems  Provisioning of a new user account  Adding storage to a server Use Case An IT department regularly adds storage capacity to servers when usage hits a threshold. Since the process is well-documented and low-risk, it is classified as a Standard Change, allowing technicians to implement it without repeated approvals. Key Differences: A Quick Comparison Aspect Normal Change Emergency Change After (retrospective) Medium to high High Moderate Immediate Standard Change implementation Approval CAB required Pre-approved Risk Level Speed Planning Required Low Fast Yes Minimal Already documented

4. Aspect Use Frequency Normal Change Emergency Change Occasional Rare Detailed plans and risks Standard Change Frequent Pre-existing documentation Documentation Incident-based reporting Automation Possible Limited No High potential When to Use Each Change Type Understanding when to apply each change type ensures optimal risk management and resource utilization. ServiceNow Institute in Bangalore  Use Normal Changeswhen there’s significant risk or complexity involved.  Use Emergency Changes for urgent, unplanned changes that require immediate action.  Use Standard Changes for predictable, low-risk tasks that occur regularly. Choosing the correct category helps reduce delays, avoid miscommunication, and maintain system stability. Best Practices for Managing Changes in ServiceNow 1.Clear Classification Criteria: Define and document what qualifies as each change type to ensure consistency across teams. 2.Change Templates: Use templates for Standard and Normal Changes to standardize and accelerate the request process. 3.CAB Meetings: Conduct regular CAB reviews to assess upcoming Normal Changes and retrospectively review Emergency Changes. 4.Automation: Where possible, automate Standard Changes using workflows to streamline approval and implementation. ServiceNow Online Training in Hyderabad 5.Monitoring and Reporting: Leverage ServiceNow dashboards and reports to track change success rates, bottlenecks, and trends. 6.Training: Educate IT staff on how to differentiate and handle each type of change. 7.Retrospective Reviews: Conduct post-change reviews, especially for Emergency Changes, to understand impact and refine processes. Conclusion Effectively managing changes in an IT environment is critical to minimizing downtime, enhancing service delivery, and meeting business goals. ServiceNow offers a robust framework for handling different change types through Normal, Emergency, and Standard Change models. Each serves a specific purpose, from managing routine updates to addressing urgent crises and overseeing complex projects. By understanding their differences and aligning your organization’s change processes accordingly, you can ensure a more agile, secure, and resilient IT infrastructure.

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