Change Management on ServiceNow: Why CAB Discipline Is the Number You Should Be Watching
A platform owner at a mid-market insurer called me last month, frustrated. Her change failure rate had crept from a respectable 4 percent up to 11 percent over two quarters. Her CAB met every Tuesday at 11am, fifteen people on the call, agenda stuffed with thirty to forty changes, most of them rubber-stamped in ninety seconds each. She wanted to know if there was a feature in ServiceNow she had missed. Some smart workflow, some AI risk-scoring add-on, something the platform could do that her team was not using. There was, of course. But the feature was not the problem. The problem was that her CAB had stopped being a control and started being a ceremony. Every implementation I have ever audited that produced creeping change failure rates had the same underlying issue, and it was almost never a missing module. It was discipline. Change management on ServiceNow works exactly as well as the human process you wrap around it, and most mid-market organisations have let that human process rot quietly while they kept upgrading the platform.
