Change Management

Change Management Training
ITSM 7.6.04
GITOS
Agenda
Overview
Accessing ITSM
Accessing Change Management
Setting Application Preferences
Searching for Change Tickets
Change Request Life Cycle
Change Initiation
Change Review
Planning and Scheduling
Implementation Approvals
Change Implementation
Final Review
Copying Change
Page 2
Objectives
Upon completion of this course, the participant will be able

to:
Access ITSM 7.6.04 Change Management console
Set the Application Preferences
Search for Change Requests
Complete the Change Request life cycle
Page 3
Overview
Page 4
Overview
Changes Business environments are common

Changes vary from change in telephone number to Server
configuration
Change Management (CM)
Is an IT Service Management discipline
Standard methods and procedures for all changes
Provides efficient and prompt handling of changes
Minimizes number and impact of related incidents
It is ensured that the changes happening will happen on
the background will not impact the normal services or
function*
Page 5
Overview
The mission of Change Management is to control, manage

and implement all changes to the infrastructure in the most
efficient manner, while maximizing the benefits to the
business and minimizing the risks involved in making those
changes and reducing any negative impacts on the users.
Page 6
Overview
There are 4 Change Management Classes:

Normal
Emergency
Standard
Informational
They are classified based on the relative urgency of the

change
Page 7
Overview
Normal Change refers to a normal changes following the

complete CM cycle
The Normal CM process is made of 7 procedures
Change Initiation
Request for Change review
Change Planning
Change Approval
Change Closure
Post Implementation Review
The current training will focus on Normal Change
Page 8
Overview
Emergency changes are high priority changes

The Emergency CM process is made of 7 procedures
Change Initiation
Change Planning
Change Approval
Emergency Change Implementation
Emergency Change Closure
Post Implementation Review
Emergency Changes are high priority and will need E-CAB
(Emergency Change Advisory Board) approval
Page 9
Overview
Standard changes are frequently performed regular and

routine in nature
The CM process for Standard Changes is made of 6
procedures
Change Initiation
Change Approval
Change Planning
Change Closure
Normal Changes follows the complete CM cycle
Page 10
Overview
Role Players in CM
Change Requester Requests for a Change
Change Coordinator Reviews the Change Request
Change Manager Approver of the Change Request
Change Assignee Create Tasks in accordance to SLA
Business Approver The approver of the Tasks
Task Implementer Implements the Tasks
Individual Role play of the above mentioned will be detailed along with
the CRM
Note:
The roles mentioned above can be owned by a single person.
This is subject to the organization structure
The roles mentioned above are the part of the complete Change
Management cycle
Page 11
Overview
Acronyms used in the Change Management environment

Acronym Meaning
CR Change Request
CM Change Management
CAB Change Advisory Board
CI Configuration Item
CMDB Change Management Data Base
IM Incident Management
RFC Request For Change
SLA Service Level Agreement
Page 12
Accessing ITSM
Page 13
Accessing ITSM
Upon Receiving a Notification mail for new incidents

that have been assigned to your group:
Login to the Remedy 7.6.04 tool:
Page 14
Accessing ITSM
The following credentials will provide access to the non-

client specific Training database
Enter the User Name
Enter the Password
Click on Log In
Page 15
Accessing ITSM
When a user logs in to the BMC Remedy ITSM Suite the

Home Page displays the Overview Console by default.
Page 16
Accessing ITSM
The IT Home Page has the following areas.

1.Logout and Help
2.Breadcrumb bar
3.Global Search
1
2
Page 18
Accessing ITSM
Functional Area Purpose

Logout To exit the application.
Help To Access the help file of the application
Breadcrumb bar The breadcrumb bar helps you keep track of
the records you are viewing and helps with
navigation.
Global search Type in a word or a phrase in the search area,
and the application will search Navigation
pane across multiple forms for records that
match your input.
Page 19
Accessing ITSM
The IT Home screen displays

the Applications available in
CRM from the Applications
navigation pane.
Depending on your
permissions and installed
applications, are displayed
Page 20
Accessing ITSM
You can configure the IT Home Page to display information

of your choice.
You can specify how many panels to display on your IT
Home Page up to a maximum of four panels
You can configure your panels only with options for which
you have permissions.
Page 21
Accessing ITSM
Click on the icons on the right side to modify the IT Home screen
1 3
2
1. To add panels
2. Save the IT Home Screen
3. Restore to the default IT Home screen
Page 22
Accessing ITSM
The panels can be configured according to the requirement

of the user.
Click on the buttons on the top right corner to edit,
minimize or close the panel.
Page 23
Accessing ITSM
Customizing the view would show the IT Home screen as

shown below
Page 24
Accessing
Change Management Console
Page 25
Accessing Change Management Console
From the IT Home screen click the Applications options which

brings the navigation pane.
Hover the mouse over the Change Management, to access the
Incident Management Console.
Page 26
Selecting the Change Management Console brings the

screen shown below.
Page 27
The top part of the Change Console view is shown below.
1. The Navigation arrows to help us navigate to the

previous screen. The drop down arrow gives a list of
pages accessed to navigate. This is shown in the next
screen
2. The search filters help us to filter the ticket search.
Page 28
Clicking on the dropdown arrow next to the navigation

arrow brings the list using which you can browse to other
screens
Page 29
The Defined search has sections Show and Filter by
Page 30
The Change bar gives us more options about the Change

Management console
3
1 2 4
1. Create Creates new ticket

2. View Helps to view ticket
3. Print Prints the Incident list
4. Process Overview Gives us a flow chart of the IM
Process
Page 31
The left side of the console has 2 sections.

The top part which displays the Ticket counts in various
status and the bottom part which is Function menu.
Ticket Count
Functions Menu
Page 32
Some of the features of the Function menu are

1. New Change Create new Change Ticket
2. Search To Search Change Ticket
1
Change
2 3. My Profile To set up notifications mechanisms
3
4. Application To set Incident Console page
Preferences
4 5. Reminders Used to set and send reminders
5 6. Reports Used for Report generation

7. Surveys Lets user select a survey this has
6 to be pre defined.
7 8. KPIs Gives the graphical representation

of the tickets, based on the status
8 and other parameters.
Page 33
Page 34
On the first time access of

the Change Management
console, the preferences
link should be set by using
the Application Preferences
link in the navigation pane
under Functions Menu
Page 35
The Application preferences are set for customizing

console page, Search criteria defaults.
Page 36
Console View
The default Console View, along with the search criteria,
controls which Change Requests appear in the Assigned Work
area This setting can also be temporarily changed from the
navigation pane of the console
Page 37
The following selections are available from this list:

Submitted by me: All Change Requests created by the
user.
Assigned to me: Displays Incidents assigned to the user
Assigned to my Selected Groups: Prompts the user to
select any support groups to which they belong They can
display all Incidents assigned to their group, or Incidents
assigned to the group that are not yet assigned to an
individual
Assigned to All My Groups: Displays Incidents assigned
to all of the users support groups The user can choose to
display all Incidents, or Incidents that are not yet assigned
to an individual
Page 38
Set the default search criteria according to the preferences

in the Overview Console section.
Do not change anything in the On Form Open section
Page 39
After New Save

Select the after new save as Modify Request After Submit
Page 40
Page 41
Resolvers can search for Change Tickets that have

been assigned to their Work Group using
1. The Overview Console
Page 42
2. The Change Management Console
Page 43
Searching via the Overview Console

The Overview Console serves as an additional interface
for Remedy users
Page 44
The Overview Console provides quick access to

commonly-performed functions such as Incident
Requests, Change Requests and Problem Requests
Click the Overview Console link from the Navigation pane
under Foundation Elements
Page 45
The user can change the Table Contents, by using the Show and
Company Filter.
Page 46
Further the user can click on Search for ticket, by

clicking the link Search for tickets and selecting the
appropriate Request Type
Page 47
The Console List Table lists the different types of Records

Each type of Record is identified by a specific prefix
Page 48
The following table describes the Record prefixes:
Record Types
Prefix Type
CRQ Stands for Change Management. In order to view or create a
CHG Report; the installation of BMC Remedy Change
Management Application is imperative.
SDB Stands for Solution Database Entries. In order to view or create a

Solution Entry; the installation of BMC Remedy Problem
Management Application is imperative.
TAS Stands for Tasks. Tasks can be attached to Incidents, Problem

Investigations, or Change Requests.
Page 49
Record Types
INC Stands for Incidents. In order to view or create an Incident; the
installation of BMC Remedy Incident Management Application is
imperative.
PBI Stands for Problems. In order to view or create a Problem; the
installation of BMC Remedy Problem Management Application is
imperative.
PKE Stands for Known Errors. In order to view or create a Known Error;
the installation of BMC Remedy Problem Management Application is
imperative.
Page 50
The following table lists the options that fall under the
Company Filter :
Record Types
Option Function
Company Useful in a Multi-Tenancy Environment; this option displays
Records associated with a particular Company.
Page 51
The following table lists the options that fall under the Show
dropdown field:
Record Types
Option Function
All This option displays all the Records.
Submitted by Displays all the Records submitted by the user
me
Assigned to me Displays records assigned to user.
Assigned to My Displays all Incidents assigned to the users group, or Incidents
Selected assigned to the group that are not yet assigned to an individual.
Groups The user can choose the group from which they want to view
the Incidents
Assigned to all Displays Incidents assigned to all of the users support groups
My Groups
Page 52
Once the desired record is located in the Overview Console, the

user can view and modify the record by double-clicking the
record, or clicking the View button
Page 53
Searching via Change Management Console

The Change Management Console offers two ways
of Searching for Records:
One type of search has predefined criteria under
Defined Searches Section (e.g., All Open, All Open
Submitted by me, All Open Unassigned) containing
subcategories based on Priorities
The other type of search looks through all of the
Records that meet the Search criteria; regardless of
their associations to people or groups
Page 54
Use Defined search section by selecting the Show and

Filter by options
Page 55
The Change Table updates with the Search results

Scroll through the table to find the specific Record, and
double-click to view/edit
Page 56
If the search returns a large number of records, the search

results can be narrowed using two options
1. The Manage My Searches icon next to Defined Searches

2. The More Filters icon next to Defined Searches.
1 2
Page 57
In Manage my searches box the Search Type and Search

Name should be provided in the fields.
Page 58
Click on the Build Search Qualification button - The Advanced

Qualification Builder dialog box displays
Page 59
Note: To insert Operators (+, =, >,<, etc.), click the

appropriate tab
Do not forget to place literal values between quotation
marks
From the selection boxes, select the Keywords or Fields;
and click the Select tab
Example: To search for an Incident, with a priority of high,
construct the following search:
Priority' = "High"
Page 60
The dialog box closes and returns to the Manage My

Searches dialog box
Click on Save and the newly created Search Criteria
would display under My Searches and Defined Searches
section
Using this procedure custom searches can be created
which can be modified using Manage My Searches link
Page 61
New search displaying under Manage my Searches
The new search displays under Filter by field
Page 62
From the Navigation pane in the Change Management Console,

choose Functions > Search Change
Page 63
As the Search Form displays, build the Search condition,

using the tabs and fields
Page 64
Note: To reduce the number

of Records found by the
search, enter as much
information into the Form as
possible
Click the Search button,
when finished with entering
the Search criteria
Page 65
The Search results table pulls a list of records that match

the Search criteria
Scroll through the table to find the specific Record
Upon locating the Record, open it in the Incident Form, by
double-clicking it, in the Search results table
Page 66
Tool Tip displays additional data about the Change

Request
The feature can be seen by hovering the mouse over any
CR in the CM Console.
Page 67
Change Request Lifecycle
Page 68
Change Requests Lifecycle
Lifecycle of a Change Request
Page 69
Change Request Lifecycle
The lifecycle of a Complete Change Request includes

many phases
Change Initiation
Change Review
Implementation Approvals
Final Review
Page 70
Change Initiation
Page 71
Change Initiation
The Initiate stage of the Change Request lifecycle is

creating a Change
Most Change Requests are generated from a incident,
problem investigation, an RFC proposed by Problem
Management, or a known error
A Change Requestor is the role of a person who initiates a
CR
A Change requestor can be a Change Manager, Change
coordinator
Page 72
Change Initiation
Field-label or Significance for data entry
special characters
Bold label followed by Field is required to submit and update the form.
an asterisk (*) Note: If you leave the field blank when you attempt to
submit the form, the field is highlighted with a red
border.
Field label not bolded Field is optional.
Italicized label System-generated value for this field. Typically this

field is read-only for the user.
Label followed by a Additional functionality is associated with this field.
plus sign (+) Typically, you access this functionality by pressing
Enter. For example, you might press Enter in a field to
access a search dialog box or to perform a search
based on the value typed into the field. If a field label
followed by a plus sign is also bolded, the field is
required. Otherwise, the field is optional.
Page 73
Change Initiation
There are two ways to launch a new Change Request

Click the New Change under functions to create a new
change request
Page 74
Change Initiation
The other method of

launching a Change
Request is from the
Application Navigation Pane
Hover the mouse over

Change Management in
and select New Change
from the list to create a new
CR
Page 75
Change Initiation
The new Change Form created would have Change ID field

automatically filled.
Page 76
Change Initiation
The Change Requestor fills in the other fields

Service - The Service field relates business service configuration
items (CIs) to the change request at the time it is created.
Template - Select a template to complete part of the change
request. (This is an optional field)
Note:
If you start to enter fields in the change request and then select a
change template, the change template overwrites any field values
that are already present in the change request.
Any relationships or tasks included with the change request are not
overwritten
Any additional tasks from the template are added as additional tasks
Page 77
Change Initiation
Summary: Provide a brief description of the change

Notes: Complete details of the Change Request giving details such as
why the Change Request is raised and other associated details
Class: Specify the relative urgency of the change, so that the approvers
can assess its magnitude
The different types of Changes available are
Standard
Emergency
Expedited
Latent
Normal
No Impact
Note: Normal Change is the default type of Change selected when creating CR
Page 78
Change Initiation
Type of Change Definition

Standard Indicates a change that is typically pre-approved
and requires only approval by the Change
Manager. Ex: A computer upgrade
Emergency Indicates a change that resolves an incident or
problem deemed critical to business continuity
and for which a workaround is not sufficient.
Expedited Indicates that a change has an enterprise-wide
impact with an associated risk. If you select
Expedited, you must also select the Timing
Reason
Latent Indicates a change that has already been
performed. Latent timing automatically sets the
request status to Completed after you save the
change request.
Page 79
Change Initiation
Type of Change Definition

Normal Indicates a standard change that is typically pre-
approved and requires only approval by the change
manager.
No Impact indicates a change that has no impact on the
infrastructure and requires no approval
Page 80
Change Initiation
Change Reason: Defines the business reason for

implementing the change request
Available options include:
Upgrade
New functionality
Maintenance
Upgrade
Other
Target Date: Is the date by when the change must be
completed, according to the applicable SLA.
Page 81
Change Initiation
Impact:
Reflects the extent to which the change affects the business.
The extent to which the service has degraded from agreed
service levels.
Urgency:
Defines the importance the requester assigns to the change
request.
Reflect how quickly a change must be implemented, or the
time available to reduce the impact of the change on the
business.
Page 82
Change Initiation
Priority:
The relative order in which to address the changes
Is primarily driven by the combination of Urgency and Impact
Priority Matrix
Page 83
Change Initiation
Risk Level:
Defines the relative risk associated with the change, from 5
(highest risk) to 1 (lowest risk).
The Risk Level is used as a criterion to determine required
approvals.
It can be selected by clicking on the icon and answering
questions.
Page 84
Change Initiation
Classification information:
Is used to describe the business justification of a request and
show which products and services are affected by the request
This information can be helpful when the request goes
through the approval process
There are two types of classification information
Operational
Product
The Operational and Product Categorizations can be

selected in two ways
From the Quick Actions in the Navigation Pane
From Links in the Navigation Panel
Page 85
Change Initiation
From the Quick Links

choose
Select Operational:
Provide the Operational
Categorization fields of the
change
Select Product: Provide

the Product Categorization
for the CR
Page 86
Change Initiation
On the Change form, choose Links => Categorizations in

the left navigation frame of the Change form.
Page 87
Change Initiation
CRs can be affected by various types of records such as

Change, Incident, Release or Problem
Under such circumstances the current CR can be related to
the linked to one or many Change, Incident, Release and /
or Problem
If the relevant information is available the Change
Requestor can relate the current CR to a Change, Incident,
Release, Problem and / or Configuration Item
There are two methods to relate a CR:
Using the Relationships tab
Using the Quick Links
Page 88
Change Initiation
Using the Relationships tab

To relate the CR, click the Relationships tab on the right
side
Page 89
Change Initiation
To relate the CR select the desired record type from the

Search drop-down box
Click on the magnifying glass icon on the right side to bring
the Search window
Page 90
Change Initiation
The Search Criteria tabs provide the user with several

options and levels to search for records. Each field
entered will query the tool to pull data and search criteria
can be entered in multiple tabs for the search.
Click the Search button.
Page 91
Change Initiation
When the search results

appear the user has the
choice of viewing the record
and relating the record
based on the appropriate
Relationship Type by
selecting the Relate button.
The Related tickets show up
in the main CR window.
Page 92
Change Initiation
Using the Quick Links

Click on the dropdown
arrow on Create
Relationship to select the
type of record to be related
with the current CR
This brings the Search
Window using which the
search can be performed
to relate the CR
Page 93
Change Initiation
The Dates Tab is another

important field
The Change requestor,
Change Assignee and the
Task Implementers use the
Date Tab to fill the
information
The Change Requestor
would fill the Requested
start and end dates
Page 94
Change Initiation
Work Detail Entry

Each time a CR is modified and saved, the Work Detail tab
must be updated with the status and work that has been
performed on the Incident
Page 95
Change Initiation
The Work Info Type field will

indicate the modification or
action that has been
performed on the CR.
The Work Info type will be

selected according to the
Role.
Page 96
Change Initiation
The Notes fields provide the same level of documentation

as Notes fields in the Change Request Information area
during CR Registration
The Attachments area allows the user to add up to 3
separate attachments with a maximum file size of 5MB per
attachment Click the Add button to add a new attachment
Page 97
Change Initiation
Work Info entries can be locked

so that once added, the Work Info
entries cannot be changed It is
typically recommended that Work
Info entries should be locked to
ensure the integrity of the entry
The View Access field allows the
user to set the Work Info entry to
be viewed only by the Support
Staff (Internal) or viewed by
anyone who is Support Staff as
well as the customer who
requested the Incident (Public)
Page 98
Change Initiation
Once the Work Info has been Saved, the Work Info History
table will populate with the Work Info entries Work Info
entries can be viewed at any time by highlighting the entry
and clicking the View button
Page 99
Change Initiation
Multiple Work Info Entries can be created until the CR is

completed
Every individual who creates, reviews, statuses, modifies,
approves and/or completes the CR should create a Work
Info Entry to accurately reflect the work spent on the
Incident
You can also use the buttons above the Work Info Entry list
for further functionalities related to the Work Infos
1 4
1. Add new Work Info 2 3
2. Edit selected work info
3. View and print work info history
4. View Work Info History
Page 100
Change Initiation
After filling the all the fields click on save and move the CR
to the next stage
Moving a CR to the next stage can be done in two ways
By clicking on the Next Stage button at the bottom
Using the process flow status bar
Page 101
Change Initiation
Summary of Change Initiations

A Change Requestor creates Change Requests
The Change ID is filled in when the form is launched
The requestor fills the fields viz.,

Service

Summary

Notes
Class

Change Reason

Impact

Urgency

Risk Level
Operational & Product Categorization

Relationship

Dates/ System
Work Info.
The change is then moved on to the next stage in Draft status
Page 102
Change Review
Page 103
Change Review
After a Change Request is created the Change coordinator

will review it
Depending on the Organization structure, the Change
requestor can be the Change coordinator.
The Change Coordinator will
Assess the Current CR Risk, Impact, Urgency, Priority
Check for any duplicates instances
Associate related CI, Incident, Change or Problem to the CR
Review the Change Plans, Tasks (if available)
Conduct Post Implementation review to validate results of the CR
Determine requester satisfaction with the CR
Page 104
Change Review
The Change Coordinator receives the CR in Request for

Authorization status
After the CR is assessed the Change Coordinator will
assign a Change Manager
To Assign a Change Manager to the CR
Manager Group field - select the Change Manager group
Change Manager field select the Change Manager
Page 105
Change Review
If the Change Manager group and Change Manager details

are not available use the Auto Assign feature
Click on the icon as shown in the screenshot to auto assign
a Change Manager
The assignment is done based on predefined mapping
This feature can also be used if no Change coordinator is
assigned to the CR
Page 106
Change Review
A Change Coordinator can also add alternate approvers to

the current CR
This can be done by clicking on the Add button located on
the bottom right corner of the screen
Page 107
Change Review
The Individual or the Alternate Change Manager Group can

be selected from the Add Approvers Window
Record the actions and fill the Work info and move the CR
to the next stage
When the Work info is recorded the Work Info type to be
selected is Change Assessment
Page 108
Change Review
If the Change Coordinator is also the Change Manager, the

change can be approved / rejected after the review
This can be accomplished by clicking on the
Approve/Reject icon on the bottom right corner of the
screen
If a Change Manager approves the CR, the request is

moved to the next stage
Page 109
Change Review
Change Manager is the next role player

The Change Manager is a person or a group usually within
an organizations support department
The Change Manager is responsible for the quality and
integrity of the Change Management process
Depending on the organization the Change Manager can
function also as the change coordinator performing the
change assessment
The Change Manager will:
Assess the Current CR
Assign the CR to the Change Assignee
Page 110
Change Review
The Change Manager will be the Business approver

The CR will be in the Request for Change status
The Change Manager can approve or reject the CR in two
ways
From the current Change form
From the Approval Central
Page 111
Change Review
From the current Change Form
If Change is Approved / Rejected using the Change Form

view, justification has to be provided in the Work Info
Choose Change Assessment as the Work Info Type when
recording the Work Info
Page 112
Change Review
From the Approval Central

Log in to BMC Remedy
ITSM 7.6.04
Click the Application

Navigation menu>Quick
Links> Approval Central
Page 113
Change Review
The Approval Central lets us to choose the CR to be

assessed
The Approval Tasks shows a count of the Approvals
Page 114
Change Review
There are different functionalities in the Approval Central
1 2 3 4 5
1. Approve To approve a CR
2. Reject To reject a CR
3. Hold To hold a CR for more information
4. Reassign Reassign the CR to different approver
5. Approval Details Details of the CR
Page 115
Change Review
Approval Central gives

more details about the
current CR
The CR can be Approved /

Rejected / Reassigned
using the interface
Page 116
Change Review
The Change Manager will provide the justification for any

action on the CR in the field Justification for Action
Once approved, the ticket is moves to Planning In Progress

status
Page 117
Change Review
Summary of Change Review phase

Change Requests go through a two phase approval
Change Coordinator
Assess the Change
Find the Duplicates
Assign a Change Manager
Evaluate the Impact, Urgency, Priority, Risk, Relations, CI
Relate any Incident / Change / Problem / CI to the Change
Change Manager
Business Approver for the CR
Approves / Rejects / Reassigns the CR from the CR form / Approval Center
Provide Justification for the Approval / Rejection / Reassignment of the CR
Note: Depending on the organization structure the above two
roles may be combined
Page 118
Page 119
The Next stage of the Change Request is Planning In

Progress
The next role player is the Change Assignee
A Change Coordinator / Change Manager can be the
Change assignee
The Change Assignee
Uploads the Implementation Plan, Back-out Plans, Test Plans
Creates Tasks and assigns them to the Task Implementer
Schedule the Start and End Date
Page 120
The Change Assignee

receives the ticket in a
status Planning In Progress
Creates and assigns Tasks

to the appropriate group /
individual
Page 121
Tasks can be created the using

Task Template Using an predefined details for the tasks
Task Group Template Create Group tasks using templates
Ad hoc Create Individual tasks
Select the Request type and click on Relate button
Page 122
Selecting the Task Template or the Task Group Template

allows the user to choose from the available template.
Selecting the template will create a Task with the
predefined details
The Change Assignee
Assigns the Tasks to the respective Group / Individual
Record the scheduled start and end date for the created tasks
Include the Change plan Implementation Plan, Test Plan
and Back-out plans
Page 123
The Task creation template

will appear in the list
The user will choose the
template from the available
list
If a task is created using
any templates the tasks are
auto assigned based on the
predefined information
Page 124
To modify the assignment when the Task is created using a

template
Select the task
Click the View button
Note: When a task is created it defaults to the Staged status
Page 125
Modifying the Assignment
Page 126
Mention the Scheduled Start and End dates in the Dates

tab in the tasks in the individual tasks if there are multiple
groups involved in the Task accomplishment
Page 127
After creating all the Tasks

and uploading all the
Change Plans update the
Work Detail
Choose the appropriate
Work Info Type under the
Build Category.
Work Detail> Wok Info
Type> Build
Move the CR to the next
stage Scheduled for
Review
Page 128
Summary of Planning and Scheduling Change Requests

The Change Assignee would be the Role Player
Tasks are created and assigned to the appropriated team
Tasks are created using the Task Template or Adhoc Tasks
The assignments are modified if required
The Change plan Implementation plan, Test Plan, Back out
plans are created
The Scheduled start and End Dates are mentioned
The Change Requested is forwarded for approval
The ticket is then moved to the next stage Scheduled for
Review
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Implementation Approval
Page 130
This is the second approval phase in the CM lifecycle

This phase will need an approval from the CAB
For an Emergency CR an E-CAB will be formed
This phase involve a 2 stages
The Change Coordinator or Change Manager moving the CR
to the Scheduled for Approval Status
The CAB approving / rejecting the CR
This phase will involve two statuses
Scheduled for Review - Approval by Change coordinator /
Manager
Scheduled for Approval - Approval by CAB
Page 131
Scheduled for Review Reviewed and moved to next

stage by Change Coordinator / Change Manager
Page 132
Record the actions and fill the Work info and move the CR
to the next stage.
When the Work info is recorded the Work Info type to be
selected is Change Assessment
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Summary of Implementation approval

Second approval phase
Will involve 2 stage approval
Change Coordinator / Change Manager and CAB
The CAB will Involve the Change Manager and Business
Approvers
The Technical Approver, Configuration Management Approver,
Business Unit Approver and so on may comprise the CAB
The status of the Change will be received in Scheduled for
review and moved to Scheduled for Approval
On approval the Change is moved to a status - Scheduled
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Page 135
The CR is now set to the next stage Scheduled

Task Implementer is the Role player in this phase
The tasks are assigned a sequence number, in the order in
which they are created
Tasks must be completed sequentially
The status of the first Task is set to Assigned, while the
succeeding tasks remain in the status Staged
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The Task Implementers can

access the Tasks assigned
in two ways:
From the Overview Console
From the Change Form
The Overview Console is
accessed from the
Foundation Elements>
Overview Console
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The Tasks are accessed in the Change Form from the

tasks tab
Page 138
The Task Implementer opens the Task, reviews and

changes the status of the task from Assigned to Work in
Progress
As the first Task status is changed to Work in Progress the

status of CR is moved to Implementation in Progress
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The Task Implementer needs to mention the Actual Start

and End Date when completing the Tasks
Page 140
On completion of the Tasks the status is moved to closed

and a status reason is to be provided
Page 141
After completing all the

Tasks update the Work
Detail
Choose the appropriate
Work Info Type under the
Execution Category.
Work Detail> Work Info
Type> Execution
The CR moves to the next
stage Completed
Page 142
Summary of Task Implementation

Task Implementers access the Tasks
The tasks are accessed from the Overview Console or
Change Form
The Task first in list is set to Assigned status
Once the Task status is set to Work In Progress the CR is
moved to Implementation In Progress
On completing the final Task, the status is moved to
Completed
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Final Review
Page 144
Final Review
When the final task is completed the Change is moved to

Status Completed
Status reason Final Review Required
At this stage the Tasks completed are reviewed.
The review is performed by the Change Coordinator /
Change Manager
On completing the review, the Change is moved to
Status Completed
Status reason Final Review Complete
The approval of the Change Requestor triggers the closure of
the Change
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Final Review
After completing the Final Review

update the Work Detail
Choose the appropriate Work Info
Type under the Execution
Category.
Work Detail> Wok Info Type>
Closure
The CR moves to the next stage
Closed marking the complete of
the Change Management
Lifecycle
If the Change Record auto-closes
after 15 days if left unattended in
the Completed Status
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Final Review
Summary of Final Review

The completed tasks are reviewed and approved
The Change Coordinator and Change Manager complete the
post Implementation Review
The CR moves to the next stage Closed marking the
complete of the Change Management Lifecycle
If the Change Record auto-closes after 15 days if left
unattended in the Completed Status
This completes the Change Management Life Cycle
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Final Review
Page 148
Copying a Change
Page 149
Copying a Change
A Change Ticket after

closure cannot be reopened
A Change Ticket can
however be copied to
create a new Change
Request
Copy change feature is
available for all status of
Change Requests.
To copy a change Functions
> click Copy Change
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Copying a Change
On clicking Copy Change, the tool gives us the options that

needs to be copied over from the existing Change Request
Page 151
Objectives
You should now be able to:

Access ITSM 7.6.04 Change Management console
Set the Application Preferences
Search for Change Requests
Complete the Change Request life cycle
Page 152

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Change Management

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Change Management Training

Upon completion of this course, the participant will be able

Changes Business environments are common

The mission of Change Management is to control, manage

There are 4 Change Management Classes:

They are classified based on the relative urgency of the

Normal Change refers to a normal changes following the

Emergency changes are high priority changes

Standard changes are frequently performed regular and

Acronyms used in the Change Management environment

Upon Receiving a Notification mail for new incidents

The following credentials will provide access to the non-

When a user logs in to the BMC Remedy ITSM Suite the

The IT Home Page has the following areas.

Functional Area Purpose

The IT Home screen displays

You can configure the IT Home Page to display information

The panels can be configured according to the requirement

Customizing the view would show the IT Home screen as

From the IT Home screen click the Applications options which

Selecting the Change Management Console brings the

The top part of the Change Console view is shown below.

1. The Navigation arrows to help us navigate to the

Clicking on the dropdown arrow next to the navigation

The Defined search has sections Show and Filter by

The Change bar gives us more options about the Change

1. Create Creates new ticket

The left side of the console has 2 sections.

Some of the features of the Function menu are

5 6. Reports Used for Report generation

7 8. KPIs Gives the graphical representation

On the first time access of

The Application preferences are set for customizing

The following selections are available from this list:

Set the default search criteria according to the preferences

After New Save

Resolvers can search for Change Tickets that have

2. The Change Management Console

Searching via the Overview Console

The Overview Console provides quick access to

Further the user can click on Search for ticket, by

The Console List Table lists the different types of Records

The following table describes the Record prefixes:

SDB Stands for Solution Database Entries. In order to view or create a

TAS Stands for Tasks. Tasks can be attached to Incidents, Problem

Once the desired record is located in the Overview Console, the

Searching via Change Management Console

Use Defined search section by selecting the Show and

The Change Table updates with the Search results

If the search returns a large number of records, the search

1. The Manage My Searches icon next to Defined Searches

In Manage my searches box the Search Type and Search

Click on the Build Search Qualification button - The Advanced

Note: To insert Operators (+, =, >,<, etc.), click the

The dialog box closes and returns to the Manage My

New search displaying under Manage my Searches

The new search displays under Filter by field

From the Navigation pane in the Change Management Console,

As the Search Form displays, build the Search condition,

Note: To reduce the number

The Search results table pulls a list of records that match

Tool Tip displays additional data about the Change

Lifecycle of a Change Request

The lifecycle of a Complete Change Request includes