Where I've worked, ServiceNow has been part of the change control process, even if the DBAs occasionally create the support ticket and assign it to ourself. I'm not sure if it's a built in feature of ServiceNow or someone's in-house innovation, but anyone in the organization can create a fast track support ticket simply by sending an email to help desk with a special hash tag in subject line indicating which team to assign it to. Again, we can always send it off in an email to ourself. Also, we use Slack, and there is a special channel for our DBA team to chat about ongoing issues, ask questions, or drop a quick note about what we just did at 2 AM.