View change history

You can view changes made to a business service as a whole and to individual configuration items (CIs) belonging to a service. Change history is useful for maintenance, planning, or troubleshooting procedures.

Before you begin

Role required: admin, sm_admin or sm_user

About this task

Every time you add a CI to or remove a CI from a business service, a CI is upgraded or updated, information about the change is recorded in CMDB and Service Mapping retrieves it to create change history view. You may need to see the changes made to a business service as part of the maintenance, planning or troubleshooting procedures.

Information about changes to a business service or its CIs is stored in the CMDB. Typically, these changes reflect adding or removing CIs from a business service, upgrading or updating CIs. Service Mapping gathers this data by querying CMDB tables and creates the change history view. The kind of change information Service Mapping queries depends on discovery patterns that Service Mapping uses to discover CIs.

While in Service Mapping you can see change records for specific CI in the context of business services, you can also see detailed history of a specific CI separate from its business service as described in Timeline of CI changes.

If the ServiceNow platform is configured to validate changes, all changes are evaluated and rendered as valid or not. If a change is valid, its change record in Service Mapping is marked as approved. For more information about configuring the platform for change validation, see Create or edit a planned validation script.

Changes to the business service appear on the history timeline.

The history scale shows changes to the business service.
Change marks appear differently depending on the nature of changes:
Light gray balloon ()
Unapproved change that does not influence the business service behavior. For example, a change in a network path or adding a node to a cluster.
Dark gray balloon ()
Unapproved change that changes the business service behavior.
Green balloon ()
An approved change in deployments where ServiceNow platform is configured to validate changes.
Double balloon ()
Multiple separate changes that happened a short time from each other.

If necessary, you can mark times on the history scale by creating baselines. It allows you to quickly return to the marked view.

Procedure

  1. Navigate to Service Mapping > Business Services > Discovered Services.
  2. Select View map for the business service for which you what to see change history.
  3. Make sure that the Changes tab is displayed at the bottom of the page.

    The Changes tab displays all change records Service Mapping created for this business service.

  4. On the history timeline, set the time range of changes that you want to view.
    OptionAction
    To set the time range of the history timeline Click the hour, day, week, or month icons.

    Click the hour, day, week, or month icons to set the time range of the history scale.
    To increase or decrease the time range Click the zoom in and zoom out icons.

    Click the zoom in and zoom out icons to change the time range.
    To change the upper limit on your history range Click on the history scale.

    Click on the history scale to mark the time which serves as the upper limit.

    The time that serves as the upper limit appears above the history timeline.

    Note:

    You cannot set the lower limit on your history range to a time before this business service was created. This time is marked with the Business Service Created event on the history scale.


    The Business Service Created pointer on the History scale.
    The map shows the history view of the business service for the time you selected.
    Note: The Change tab displays all change records even if the ones, which are filtered out of the history view.
  5. To mark a time on the time scale, set a baseline:
    1. Click the Compare icon.

      The Compare icon on the Business Service Map page.
    2. Navigate to the time you want to mark as a baseline on the history scale.
    3. Click Set baseline.

      Click Set baseline.
    4. Enter the name of the baseline and click OK.
      The new baseline appears as a button above the history scale and as a blue flag on the history scale.

      The Baseline button and flag.
  6. View the change history:
    OptionAction
    To see the CI responsible for a change record Select a change record on the Changes tab.

    The related CI is marked yellow in the map.



    To see only change records related to a CIs Select the required CI on the map.

    The Changes tab displays only change records related to the selected CI.



    To see network or at the selected moment in the past
    1. Set the time on the history scale.
    2. Right-click on the connection and select Show network path.

      The new tab opens displaying the network or storage path map for the time you selected.

    Note: You cannot view the network path for connections marked as boundaries to this business service.
  7. To exit the history view and see the current status of the business service, click the current icon.

    The graphic shows the current icon for exiting the history view.