IT Service Management | Change Management Overview

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:
00:14 Introduction to change management
02:41 Types of change
03:54 Creating and working change requests
05:47 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/london-it-service-management/page/product/change-management/concept/c_ITILChangeManagement.html

Change types: https://docs.servicenow.com/bundle/london-it-service-management/page/product/change-management/concept/change-types.html

State model and transitions: https://docs.servicenow.com/bundle/london-it-service-management/page/product/change-management/concept/c_ChangeStateModel.html

Standard change catalog: https://docs.servicenow.com/bundle/london-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:
http://www.servicenow.com/services/training-and-certification.html

ServiceNow Community:
https://community.servicenow.com/welcome

ServiceNow TechBytes Podcast:
https://community.servicenow.com/community/experts-corner/techbytes-podcasts

For general information about ServiceNow, visit: http://www.servicenow.com/

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Видео IT Service Management | Change Management Overview канала ServiceNow Support