ServiceNow Change Request Template and Risk Assessment Questions
Write a change request that supports a good decision.
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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Create a change request template and risk questions. Types of change we make (standard, normal, emergency): [CHANGE_TYPES]. Systems and dependencies: [SYSTEMS]. Approval roles: [APPROVERS]. Maintenance windows: [WINDOWS]. Write fields and guidance for: description, reason and benefit, scope, affected services and users, implementation plan with steps and times, test plan, rollback plan with trigger and time, communication plan, risk assessment (likelihood and impact on a scored matrix; likelihood 3 and impact 4 gives 12 of 25), dependencies, and post-change review (five questions). A request must be understandable to a reviewer who was not involved. Provide ten risk questions, such as whether the change has been tested in a copy, who is on call, and what customers will notice. Define criteria for standard changes that need no individual approval and for emergency changes. Worked example: moving email routing at night, likelihood 2 and impact 5 gives 10 of 25, medium, with timed steps, a rollback trigger (mail queue above a limit for 10 minutes) and approvers. Add a 30-minute change advisory meeting agenda. Terminology and options depend on the version and on local customisation, so mark unconfirmed items [VERIFY] before I rely on them.
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