INFO: Change Management Reference Documents

Links to a variety of documents regarding the Change Management process at Mass General Brigham (MGB).

Change Management FAQs


Provides answers to frequently asked questions regarding a wide range of Change Management topics.

Change Management Overview


Provides an overview of the Change Management process used at MGB to ensure that we have adequate review, communication, and analysis of all Changes affecting the organization, as well as a process for reviewing the overall Change Management strategy.

Change Management Process Documentation


Details the standardized methods and techniques used for efficient and prompt handling of all Changes in order to prevent change-related incidents. This document is meant to guide the user through the process and workflow of Changes while accurately recording data within the ServiceNow Change module.

Managing Best Practices Using the ITSM Change Management Dashboard


Provides information for working with the ITSM Change Management Dashboard to monitor adherence to Change Management best practices for you and your team.

Digital Change Management Process eLearning


Provides information regarding Digital Change Management Process Training.

Request for Change


Provides Digital and business users with instructions for entering a Request for Change. This procedure should only be used to add, modify, or remove a supported service or modify an application or hardware.

Request for Pre-Approved Change


Provides Digital users with instructions for working with templates for Pre-Approved Changes. Pre-Approved Changes help streamline the process for making normal, routine Changes that can be easily backed out.

Working with Changes


Provides Digital users with instructions for working with Changes. You can use a Change to directly submit a change request, bypassing the Request for Change (RFC) process. You may also be involved in submitting Changes to process RFCs for which your team is identified as the assigned group.

Viewing Change Freeze Date Information


Provides Digital users for instructions for accessing change freeze date information in ServiceNow.

ServiceNow Video Demonstrations


Provides a link to training videos for using ServiceNow, including Change Management topics.

Change Management Timeline and CCB Minutes


Provides attachments for the current Change Management timeline and the latest Change Control Board (CCB) Minutes.


  - Indicates that the associated KB article includes a training video.

Go to KB0022575 in the IS Service Desk

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