Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services. What should you do to satisfy this requirement?

The standard and recommended method for managing change approvals in ServiceNow is through Change Approval Policies, which are part of the change state model. To introduce a new, conditional approval for a specific service within an existing change model (e.g., Normal), you add a new 'Decision' to the corresponding Change Approval Policy. This Decision will contain the condition (e.g., Configuration Item or Service is 'SAP Enterprise Services') and will trigger the specific approval definition (the new approval group or user) when that condition is met.

A. Add a new Policy Input to the Normal Change Approval Policy: A Policy Input only makes a field from the change record available for evaluation; it does not create the approval rule or logic itself.
C. Add a new Change Approval Policy: A new policy is typically created for an entirely new change model or type, not for adding a conditional approval to an existing one.
D. Add a new Decision to the Normal Change Workflow: Modifying the legacy workflow is not the current best practice. Change Approval Policies are designed to handle this requirement without customizing baseline workflows.

1. ServiceNow Product Documentation - Create or modify a change approval policy: "Add decisions to your policy to define the conditions under which an approval is required. For each decision, you can define one or more approval definitions." This directly supports that a 'Decision' is the component used to add conditional approval logic. (ServiceNow Product Documentation, Utah release, "Change Management," Doc ID: taskcreate-modify-change-approval-policy).

2. ServiceNow Product Documentation - Change approval policies: "A change approval policy is a container for one or more approval definitions and their corresponding decisions... The base system includes approval policies for normal, standard, and emergency changes." This confirms that for a "Normal" change, you modify its existing policy. (ServiceNow Product Documentation, Utah release, "Change Management," Doc ID: conceptchange-approval-policies).

3. ServiceNow Now Learning - ITSM Implementation On-Demand Course: The "Change Management Configuration" module explains that Change Approval Policies are the mechanism to control approvals. It details how to add 'Decisions' to a policy to create conditional paths for approvals based on attributes of the Change Request, such as the associated service.