Adding laptop memory
Joe Unser is an employee at Calbro Services. To improve the performance of his laptop, he needs an additional 3 GB of memory added. He submits a request to install memory for his laptop.
The Calbro Services business process has predefined that this type of change request does not require the standard Review and Business Approval processes. Mary Mann is the change coordinator at Calbro Services. Mary schedules and plans the change request. Ian Plyment, who is part of Mary's Front Office Support team, implements the change request.
The following table describes the typical steps involved in this user scenario.
Adding laptop memory
On the Requester console, the customer creates a service request to install hardware.
Joe Unser, the customer, uses the predefined menus to select the appropriate item and enter more information. His selection drives the predefined process to create the change request. This request is a standard change that is pre-approved and does not require any formal approvals.
If Calbro Services has BMC Service Request Management, the business user creates the request from BMC Service Request Management, instead of from the Requester console.
The change manager views the change request:
Mary Mann, the change manager, logs in and views all open change requests in the Change Management console. This type of change request involves minimal risk. This request is pre-approved and does not require any formal approvals.
The change coordinator schedules the change request:
On the Change form, the change coordinator specifies the scheduled dates.
Mary Mann schedules the change request.
The change coordinator relates the CI to the change request:
On the Change form, the change coordinator searches for the laptop CI and relates it to the change request. The change coordinator specifies the Installs relationship type.
The change coordinator relates the CI to the change. The change coordinator then creates a task to add the laptop memory and assigns the task to the task implementer.
The change coordinator creates tasks:
The change coordinator creates a task to add the laptop memory and assigns the task to the task implementer (Ian Plyment).
The task implementer closes the tasks after performing them:
In the Implement stage, the task moves to Assigned status and Ian Plyment, the task implementer, can start working on the task. When the Ian finishes the task, he sets its status to Closed.
The change coordinator completes the change request:
Mary Mann, the change coordinator, can now close the change request.