Client Management:

Change Management module in ServiceNow provisions a User interface (UI) for analytically controlling the life cycle of all the changes and facilitating beneficial changes to be made with minimum disruption to IT services. Vulnerability response plugin has now been integrated with the Change Management module introducing extra functionality within Change Management. There are three types of Change requests:

Normal

• These change requests follow a prescriptive process requiring two levels of approvals before being implemented, reviewed, and closed. A full range of assessments and authorizations such as peer or technical approval, change management, and Change Advisory Board (CAB) authorization is required for the Normal Changes to ensure minimum disruption to the IT services.

Standard

• Standard change is frequently implemented, has repeatable implementation steps, and has a proven history of success for past 6 months or a year. Since the standard changes are pre-approved, they follow a streamlined process in which group level or peer approval and CAB authorization steps are not required.

Emergency

• These types of changes must be implemented as soon as possible. Emergency Changes are usually used for resolving a major incident or implementing a security patch. Due to the criticality of the change, it is considered to be of a high priority which bypasses group and peer review and approval and goes directly  to the authorization state for CAB approvals.