From the course: IT Service Management Foundations: Tools (2021)
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Auditable - ServiceNow Tutorial
From the course: IT Service Management Foundations: Tools (2021)
Auditable
- [Instructor] One goal of IT service management is to control change in the IT environment. The discipline of change management itself allows us to propose, execute, and review changes. But how do we track data changes in our ITSM tool itself? Here we are not talking about the big picture change management process. Our focus here is much smaller. We want to know how the ITSM tool can capture information to trace data changes within it. To manage internal data changes, your ITSM tool has to be able to track the agents, actions, and effects of data changes, that is to be able to support an audit. Who opened the incident? What was the old priority level of this problem? When did that knowledge article get approved? You need to be able to find out who changed what, when. In this video we'll look at ways our ITSM tools track field level change.
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