What are key terms associated with changes in ServiceNow?

The correct choice highlights key terms that are integral to understanding the change management process within ServiceNow, a widely used IT Service Management tool.

Normal changes are those that follow a defined process and are planned, allowing organizations to assess the risks and impacts beforehand. Emergency changes represent urgent modifications that need immediate implementation, often bypassing some of the standard procedures to mitigate potential outages or incidents. Risk assessment is crucial in change management as it involves evaluating the potential negative impacts of a change before it is made, ensuring that the risks are understood and managed. Change models provide a standardized approach to implementing various types of changes, which enhances efficiency and minimizes disruption.

In contrast, the other options contain terms that relate more to other aspects of ITSM rather than specifically addressing the change management process. The second set of terms focuses on incident management and problem-solving within IT support. The third option relates to broader project management and systems integration, while the fourth set discusses elements of service operation and quality assurance instead of changes. Therefore, option A is the most relevant choice concerning the core concepts associated with changes in ServiceNow.