Upgrade Change Management

Follow these instructions to upgrade your Change Management system.

Before you begin

Prior to Geneva, Change Request installed the following plugins by default. For documentation on change request, see the ServiceNow wiki.
  • Conflict Detection
  • Best Practice Change Risk Calculator
  • Change Risk Assessment
  • Bulk CI changes
From Geneva onwards, new instances will have the Change Management core plugin installed by default. This installs the following new plugins in addition to the Conflict Detection, Best Practice Change Risk Calculator, and Change Risk Assessment plugins.
  • Standard change catalog
  • State Model
  • Mass updates CI

If you are upgrading from a release prior to Geneva, you can choose to activate Change Management core, State Model, Standard change catalog, and Mass updates CI plugins. The State Model, and Standard change catalog plugins are dependent on the Change Management core plugin. Hence, activating either the State model or the Standard change catalog plugins results in the activation of the Change Management core plugin.

You must also consider the following consequences of activating Change Management core and the subsequent changes you might need to make to best suit your organization's requirements:

  • The previous change types will be updated from routine, comprehensive, and emergency to standard, normal, and emergency respectively. You must analyze customizations that you may have performed that reference old change type values since those will be affected and will require updating.
    Note: When Change management core is activated, the change types will be updated.
If you have already completed upgrading from a release prior to Geneva, you must perform the following tasks after you activate Change management core to ensure that change types and customizations are updated.
  • If you had created newer change types in addition to the default change types, then you must customize them based on the new change types being introduced.
  • Modify the customizations that are affected to use the new change type values.
  • A new ACL, change_request.type, prevents users from updating the change type. If you allow any roles to update the type of a change request, for example, from Normal to Emergency, modify the ACL. Remove nobody from the Requires role list and add the roles allowed to update the change type.
  • If you had the Bulk CI plugin installed, then install the Mass updates CI plugin for enhanced user experience and alignment with the new plugins.