Making sure that scheduled changes to CIs do not impact business services
The Finance department at Calbro Services processes payroll checks every Thursday. Allen Allbrook, the configuration administrator, wants to make sure that neither the payroll server nor the payroll printer are taken down for maintenance on Thursdays. He sets two blackout schedules to accomplish this-these key services are unavailable for maintenance on any Thursday.
The payroll server is having performance issues and needs more memory. When Mary Mann, the change coordinator, schedules the change request, she sees that the payroll server is unavailable on Thursday. To prevent conflicts, she creates another unavailable time segment, on Monday instead of Thursday.
The Calbro business process has predefined that this type of change request requires standard approvals to move the project forward.
Remedy Asset Management and Remedy Change Management must be installed to follow this user scenario. If you cannot find the correct CIs in the Calbro sample data, you must create a server CI and add it to the inventory to follow this user scenario. For more information about managing CIs, see in the Remedy Change Management documentation.
The following table describes the typical steps involved in this user scenario:
Scheduling mandatory unavailability for key services
The configuration administrator creates unavailability blackout schedules for the payroll server and payroll printer:
Allen specifies that the payroll server and printer server CIs are unavailable every Thursday because of maintenance. During this blackout, these CIs must not be brought down.
The change coordinator creates a change request, using a change template:
Mary uses a predefined change template that supports the business process and accelerates the change request process. It prepopulates fields on the change request with information.
The change coordinator views dates for the change request and performs risk assessment:
Mary opens the Change Calendar to see if there are any conflicting change requests or business events.
The change coordinator relates the CI to the change request:
Mary creates a server CI unavailability that is related to the change request.
The change coordinator searches for available times to schedule the change request:
Mary finds the next available time to upgrade the payroll server. She schedules the CI unavailability on Monday to avoid conflicts with the Thursday blackout schedule.
The change coordinator creates an unavailability blackout schedule to fix the payroll server:
Mary creates a blackout schedule to upgrade the server CI.
The change approver approves the Install Hard Drive change request.
Allen Allbrook must approve the change to move it forward to the Scheduled status.
The task implementer performs the tasks:
Task implementers must complete all three tasks successfully before the change request can be closed.
The change coordinator completes the change request:
Mary completes and closes the change request. She enters the performance rating and start and end dates.