When Change Management and ServiceNow Policies Conflict

I was recently asked this question... "Say an RFC is submitted between Mon - Fri and the CAB is on a Tuesday the following week. We are finding the following issues.

1. The approvals within the ServiceNow workflow have not been approved by individuals within the RFC workflow, for example, the architecture or security team.

2. Due to a delay in approvals not being actioned by individuals by the time of the weekly CAB the change implementation dates need to be postponed and rescheduled until all approvals have been completed and change Comms sent out.

How can the above 2 issues be addressed?"

Addressing the issues related to the approval delays in the change management process could involve several strategies:

Improving Approval Turnaround Time

Automated Reminders and Escalations

Automated Reminders: Configure ServiceNow to send automated reminders to approvers at set intervals. These reminders should escalate in urgency the closer it gets to the CAB meeting.
Escalation Path: Implement an escalation path where if an approval is not completed within a certain time frame, it gets escalated to a higher authority or an alternate approver.

Clear SLAs and KPIs

SLAs for Approvals: Define Service Level Agreements (SLAs) for each approval step. For instance, the architecture or security team must complete their review within 48 hours.
KPIs for Approvers: Introduce Key Performance Indicators (KPIs) for approvers, which can be monitored and reported on regularly. This can help identify bottlenecks and hold individuals accountable.

Streamlined Approval Processes

Simplify Approval Criteria: Ensure that the approval process is as streamlined as possible. Only essential approvals should be included to avoid unnecessary delays.
Pre-approved Standards: For routine changes, establish pre-approved standards that do not require individual approvals for each instance.

Ensuring Timely Change Implementation

Enhanced Communication

Pre-CAB Communication: Implement a pre-CAB review meeting where pending approvals are discussed, and blockers are identified early. This can help ensure that all necessary actions are taken before the formal CAB.
Real-Time Status Updates: Use ServiceNow’s dashboard and reporting features to provide real-time status updates on the approval process. This can help track the progress and identify any pending actions promptly.

Flexible Scheduling

Buffer Time: Schedule changes with a buffer period to account for potential delays in approvals. This allows some flexibility without impacting the overall change schedule.
Expedited Changes: For urgent changes, have a fast-track approval process that can be utilized when necessary.

Additional Strategies

Training and Awareness

Training Programs: Conduct regular training sessions for all stakeholders involved in the approval process to ensure they understa

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