User journey for DevOps Change Velocity

  • Release version: Yokohama
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of User journey for DevOps Change Velocity

    The DevOps Change Velocity application supports a phased adoption approach to automate and accelerate change approvals in your DevOps processes. It guides you through four progressive phases—crawl, walk, run, fly—starting from basic tool integration to fully automated, data-driven change approvals. This approach allows you to incrementally enhance your change management without disrupting existing processes.

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    Phased Implementation Approach

    • Connect Tools and Applications: Begin by integrating your key DevOps tools with ServiceNow and selecting important objects to track. This phase requires no changes to your CI/CD pipelines and enables data flow into the ServiceNow AI Platform. It sets the foundation by bringing relevant tool data into ServiceNow.
    • Change Traceability: After integration, relevant data such as stories, code commits, test results, and quality scans automatically populate change requests, saving time and reducing manual effort while maintaining your existing change creation process.
    • Change Registration: Automate creation of change requests directly from your CI/CD pipelines by modifying them to enable this feature. This reduces developer manual work and minimizes errors, speeding up the overall process.
    • Change Automation: The final phase enables real-time data flow into ServiceNow, with automatic creation and data-driven approval or rejection of change requests based on defined policy guidelines. This enhances change success rates and reduces risk.

    Key Outcomes

    • Incremental value with minimal disruption to existing processes at each phase.
    • Improved visibility and traceability of changes by linking data from DevOps tools directly to change requests.
    • Reduced manual effort and human error through automation of change request creation.
    • Accelerated change approval process with data-driven automated decisions, increasing deployment velocity and lowering risk.
    • Insights dashboards provide operational and business analytics to measure efficiency and growth of development processes throughout all phases.

    Review the adoption journey of the DevOps Change Velocity application to enable a phased (crawl, walk, run, fly) approach toward complete automation of change approvals.

    DevOps user adoption journey phases.

    While automating change request creation from the Continuous Integration (CI) and Continuous Deployment (CD) pipelines and automatically approving them will be your end goals with DevOps Change Velocity, you can approach your implementation in this phased manner. Each phase here provides incremental value over the previous phase and enables you to get started with minimum changes to your existing processes:
    1. Connect Tools and Applications: Get started by integrating your key DevOps tools and choosing the key objects from these tools to track. This can be done without needing to modify your pipelines or any of the development assets. And then create DevOps Apps for the teams that you want to onboard first. Completing this phase is necessary to bring data from your tools over to the ServiceNow AI Platform.

      For more information on integrating tools, see Integrating DevOps Change Velocity with third party tools.

    2. Change traceability: After you have established integration with your key DevOps tools, relevant data from these tools will start coming into ServiceNow. Then you can continue to use your existing process to create changes but save time by having all relevant information added to the change request with just a few clicks. This information includes stories, code commits, test results, quality scans, and others. For more information on modeling a change request flow, see Customizing DevOps flows.

      After these two phases are completed, you can progress toward the next two phases, which help you achieve automation of your change process, accelerate deployments, and increase velocity. You can start your implementation with these two phases as they don’t need any changes to your existing processes or pipelines.

    3. Change registration: This phase builds value further by automating the change request creation from the CI/CD pipelines. With this phase you’ll need to modify the team's CI/CD pipeline to enable automatic creation of change requests. This automation saves the time of your developers as they don't have to manually fill the change requests, which reduces the risk of human error. For more information, see Configuring DevOps change request details within the pipeline.
    4. Change automation: This is the final phase in value realization where data from the tools will come into ServiceNow in real time, change requests will be automatically created and they’ll be automatically approved or rejected based on data driven policies. This phase requires creating policy guidelines and enabling automated change approvals decisions based on input data to reduce risk and increase the rate of change success. For more information, see Accelerating your DevOps change process.

    All through these four phases, the Insights dashboards help you analyze operational and business reports and to determine the overall efficiency  and growth of your  development processes.