Change and Configuration Management Implementation

Savli Group recently implemented Change and Configuration Management for a Department of Defense customer. The ServiceNow Change Management application provides a systematic approach to control the lifecycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services. To implement Change the Savli personnel worked with the customer to identify their business needs and customized the ServiceNow instance supporting them by:

  • Implementing custom workflows to support their business process
  • Updating the Change Types and States
  • Implementing Business rules to ensure all Change Tasks were complete before moving the Change Ticket forward.
  • Updating all Change Forms to display only the fields required and only when needed.
  • Updating the Notifications to meet the business need
  • Updating all Change forms to collect the data necessary to deliver comprehensive metrics to the customer on the Change Management Process.
  • Mapping the Change Roles to the appropriate users/groups, and
  • Updating the modules displayed on the IT Staff menus

ServiceNow Configuration Management is an integral part of Change Management. The ServiceNow Configuration Management Database (CMDB) is a single system of record for all infrastructure and service data. To implement the CMDB in support of Change Management, the Savli personnel worked with the customer to:

  • Determine the necessary CMDB Data Structure
  • Map the relationships between the required CI Categories and Types
  • Updating all CI Forms to display only the attributes required for that CI category/type
  • Updating the Search screens to facilitate finding the appropriate CI(s)
  • Creating CI reports to support the business
  • Implementing solutions to identify and resolve any duplicate CI records
  • Updating the Notifications to meet the business need
  • Mapping the Configuration Management Roles to the appropriate users/groups, and
  • Updating the modules displayed on the IT Staff menus

About Us

Savli Group provides consultation and implementation services in the design, deployment and operation of ITSM and CMS solutions.

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 301.879.9622
 3192 Lorenzo Lane
     Woodbine, MD 21797