International Journal of Technology and Applied Science

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Bridging DevOps and ITSM: A ServiceNow-Based Framework for Automated Change Governance in CI/CD Pipelines

Author(s) Praveen Chaitanya Jakku, Mohammed Shakeer Bandrevu
Country United States
Abstract DevOps has changed how organizations build, test, and release software. Continuous integration and continuous delivery pipelines allow teams to move changes from source code to production with greater speed, consistency, and visibility. However, many enterprise organizations still manage production change through traditional IT Service Management processes such as manual change tickets, approval meetings, and disconnected release evidence. This creates a gap between modern CI/CD delivery and enterprise change governance.
This article proposes a ServiceNow-based framework for automated change governance in CI/CD pipelines. The framework connects DevOps pipeline metadata, test results, security scan outcomes, deployment evidence, risk classification, approval workflows, and post-deployment validation with ServiceNow change records. Instead of treating change management as a separate manual task, the proposed model embeds governance directly into the software delivery pipeline.
The article argues that DevOps and ITSM should not be viewed as opposing practices. DevOps supports automation, collaboration, and faster delivery, while ITSM provides accountability, traceability, and operational control. A ServiceNow-based governance layer can help organizations release software faster while maintaining audit readiness, compliance evidence, and production stability.
Keywords DevOps, ITSM, ServiceNow, CI/CD, change management, automated governance, ITIL, release management, change approval
Field Engineering
Published In Volume 14, Issue 3, March 2023
Published On 2023-03-09
DOI https://doi.org/10.71097/IJTAS.v14.i3.1290
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Crossref DOI prefix of IJTAS is 10.71097/IJTAS

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