Roles: Change & Configuration Management

Delegate of the CI/Service Owner, responsible for some or all CI Record lifecycle activities for which the CI/Service Owner is accountable. Must hold appropriate permissions in ServiceNow to perform CI Record lifecycle activities.

Accountable for the full lifecycle of CI Records within their scope: ensuring CIs are created in the CMDB, that attributes and relationships remain complete, accurate, and current, and that SCM activities are properly followed. May delegate responsibility (not accountability) to a CI/Service Manager

Executes all technical activities related to the change including creating and updating technical documentation, assessing technical impact and risk using the CMDB, designing/building/testing the change, implementing in the operating environment, and executing back-out plans when necessary.

Accountable for the entire change lifecycle, coordinating all relevant parties to ensure the process is followed. Assesses overall business impact, determines required approvers, ensures documentation completeness, coordinates implementation and back-out plans, conducts Post-Implementation Reviews,

Identifies the need for a change and submits the formal Request for Change (RFC). Provides clear business and technical requirements, preliminary risk and GxP impact assessment, proposed priority and implementation date, and assists in user testing before, during, or after implementation.

ServiceNow expert and consultant for a division or function, accountable for supporting Service Owners and Managers in creating, maintaining, and retiring Service CI Records, guiding them on SCM principles, and collaborating with the SCM Process Team on improvements.

Executes the installation steps of a standard change, including database connection, script execution, backout script creation, and verification query execution, recording results in the Installation Verification document.

Authorizes the execution of Emergency Changes, balancing the risk of immediate action against the urgency of the situation. At minimum includes the Service Owner; expanded for GxP-relevant services to include BPO and QA representatives. Authorization can be provided prior to or retrospectively after

Verifies the deployment of a standard change to a validated environment and signs the Deployment Signature Log as confirmation that the installation was performed correctly.

Owns the Change Management process, responsible for ensuring changes are recorded, evaluated, approved, prioritized, planned, tested, implemented, and reviewed in a controlled manner with minimum disruption.

Owns the Service and Configuration Management process, responsible for master data management of Configuration Items and maintaining the Configuration Management Database to support IT decision-making.