Delivery Hub for Change Management
Built for regulated IT orgs, ITIL/SOX-compliant teams, and any organization that needs formal change-control workflows. ServiceNow charges six figures for this; you can have it for free as a Salesforce metadata install.
The problem
SOX-regulated companies need a formal change-control process for any production change. ITIL shops need the same thing for operational reasons. The standard answer in the industry is ServiceNow, which costs $100,000+ per year and takes months to implement.
Mid-market regulated companies frequently can't justify ServiceNow but still get audited against the same standard. Their workaround is usually a Confluence page, an Excel spreadsheet, and a recurring CAB meeting where the chair reads change requests off a printed agenda. The audit trail is “the meeting minutes are in our shared drive.”
Change management is a workflow with formal approval gates, implementation windows, and a rollback escape hatch. That shape exists in Delivery Hub as a Custom Metadata workflow type that takes 15 minutes to install and zero dollars to run.
12 Stages — Full ITIL Lifecycle
The Change Management workflow type ships as Custom Metadata. Includes the Rolled Back escape hatch at stage 12 so failed changes have a documented exit, not a panicked Slack message.
Submitted
Requester
Pre-CAB Review
Change Coordinator
CAB Review
Change Advisory Board
Approved
CAB Chair
Scheduled
Change Coordinator
Implementation Window
Implementer
Implementing
Implementer
Validating
Implementer + Requester
Stable
Implementer
Post-Implementation Review
CAB
Closed
Change Coordinator
Rolled Back
Implementer (escape hatch)
3 Persona Views
Same change data, three different boards. Requesters track their submissions. CAB members run their review queue. Implementers see their assigned changes with runbooks and rollback plans.
Requester
Person who needs the change
- Status of submitted changes
- Outstanding questions from CAB
- Implementation window dates
- Validation requests
- Closed change history for audit
CAB
Change Advisory Board member
- Pending review queue
- Risk + impact assessments
- Conflict checks against scheduled windows
- Post-implementation review queue
- CAB calendar for upcoming reviews
Implementer
Engineer executing the change
- Approved changes assigned to them
- Implementation runbook
- Rollback plan
- Validation checklist
- Window countdown + escalation alerts
What you get when you install
Change Management workflow
12-stage ITIL-style change pipeline as Custom Metadata. Customize approval thresholds, CAB membership, and implementation window rules without writing Apex.
3 persona views
Requester, CAB, Implementer. Each sees a focused board for their role.
CAB review queue
CAB members get a dedicated review board with risk/impact assessments, conflict checks, and one-click approve/reject/defer actions.
Implementation windows
Schedule changes for specific maintenance windows. The system blocks conflicts and warns CAB about overlapping changes.
Rollback documentation
Every change requires a documented rollback plan before CAB approval. The Rolled Back stage at #12 is a first-class outcome, not a failure mode.
Audit trail
Every state change captured with who/when/why. SOX-friendly. Full audit log per change exportable as a PDF via the document engine.
Post-implementation review
Stage 10 is a built-in PIR step. CAB reviews the outcome, captures lessons learned, and the data feeds into trend reports.
Reporting + dashboards
CAB throughput, change failure rate, mean time to implement, rollback rate. Standard Salesforce reports + dashboards.
What it costs
$0 + your Salesforce
Delivery Hub is free and open source. The Change Management workflow is part of the base package. The only thing you pay for is your existing Salesforce edition. No per-change fee, no per-CAB-member fee, no enterprise tier.
Want us to install + customize for your specific compliance framework (SOX, HIPAA, FedRAMP, etc.)? Implementation packages start at $2,500.
Run Change Control Without ServiceNow
Install Delivery Hub. Switch the workflow picker to Change Management. Stop running CAB out of a Confluence page and a recurring meeting.