What is a Normal Change?

A Normal Change is a change that is not an emergency change or a standard change. Normal changes follow the defined steps of the change management process. These changes require a full range of assessments and authorizations such as peer or technical approval, change management, and Change Advisory Board (CAB) authorization, to ensure completeness, accuracy, and the least possible disruption to service. These changes are most often scheduled outside of defined change blackout windows or during defined maintenance windows.

• Not auto-approved
• Cannot be created after the event
• Must go through the CAB
• Requested and CAB-reviewed with enough lead time, depending on the risk level
  REMEMBER

 

Normal Change Data Flow

 

How to Create a New Normal Change 

 

1. Navigate to the Service Operations Workspace (SOW) in Service Now, follow URL:
   Home | Service Operations Workspace | ServiceNow
2. Click on the + (Plus) sign next to home tab and select 'New Change Request'
   
3. Click on the Normal Card/Tile to start a new Normal Change Request
   
4. Click on Continue option located on the top right corner of the page.
   

   Note: Continue button does not get enabled until a card is chosen.

   
5. Complete all the required fields for Normal Change Request, click on the Save button
   located at the top right corner of this page.
6. Stay on the same form and scroll down to locate the Assignment section>Click on the Assign button
   • Choose an Assignment group name
   • Enter the desired username in Assigned To field
   • Enter Work notes (optional)
   • Click on Save
     
7. From the Normal Change Overview Page, click on 'Set Schedule' button located in the Schedule section.
   • Schedule button opens a new tab for the conflict calendar.
   • Enter your planned Start Date Time and Planned End Date Time for this emergency change.
   • Click the Schedule button to run the conflict calendar.
8. When the conflict calendar runs, you will see blackout and maintenance window schedules along with other changes that may conflict with your planned start and end dates.
   

   Note: If you choose a date coincides with a conflicting timeframe, the conflict                            calendar will suggest the next available window and allow you to schedule                      that time instead or continue with your originally selected dates and times.

   
    
9. Click on the Details tab to return to the change request page.
   (Note: You will need to return to the details view to submit your request)
    

Click on the 'Request Approval' button to start the approval process.
 

NOTE: There are two (2) approvals that will occur after you request approval. First Approval: Manager of the Assigned To Second Approval: CAB Approval (during the normal Wednesday CAB Meeting)      The next step continues after these approvals.

Post -Approval Implementation

1. Navigate to the Normal Change Request either from your email notification or from Service Operations Workspace (SOW), click on 'Implement' button when you are ready to implement the change.
    
   
   
2. Click on the 'Closure Information' button after your change implementation is complete.
    
   
   
3. Choose a close code (from the list of available codes) and enter any close notes. Click on Close button located in the top right corner of the workspace.
   
   
   
   

Your Normal Change is now successfully closed.

Video Resources

NOTE: Although all the required fields are the same, the layout of the tabs in this video do not align with the current version.

 

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