This documentation supports the 18.05 version of Change Management.

To view the latest version, select the version from the Product version menu.

User roles in the change request lifecycle

The Remedy applications use the concept of functional roles for the following purposes:

  • To identify the individuals who have specific IT Service Management roles within your organization
    For example, the Change Coordinator role, as represented in some service management frameworks, is equivalent to the Infrastructure Change Coordinator functional role in the application. The intent of functional roles that are defined in the applications, is to closely align with the roles defined in the service management best practice methodologies.
  • To extend the access granted by permissions groups to specific applications, which gives the user the required access to modify the changes and the associated tasks throughout its lifecycle
    For example, the Infrastructure Change Coordinator functional role allows the user to be assigned as the Change Coordinator of a change request, which gives the user the required access to edit the change record throughout its lifecycle. The user must also have either the Infrastructure Change Master, or the Infrastructure Change User permission.

Important

Not all out-of-the-box functional roles are granted additional privileges. For example, if you have an Infrastructure Change Manager or Infrastructure Change Coordinator functional role and the Change Manager or Change Coordinator support group has been assigned to that change request respectively, you have write access to the change request.

Functional roles are different than permissions groups. You can assign functional roles only to the support staff, based on the support groups to which they belong. You can assign multiple functional roles to the support team member. For example, Allen is a member of the Operations support group and has also been identified as the Change Coordinator within that support group. Allen is given the functional role of the Infrastructure Change Coordinator for the Operations support group and since Allen approves change requests for the Operations support group, he is also given the functional role of the Infrastructure Change Approver.

Change Management application functional roles

The following is a list and description of all the Change Management application functional roles:

Functional role

Description

Best practice

Infrastructure Change Approver

This functional role is used by the approval process to determine who to select as an approver when the approver has been defined as a member of the support group. 

For example, if the support group A has 20 members and if 3 out of the 20 members have the Infrastructure Change Approver functional role, when you select support group A to approve a change request, only the 3 members that have the functional role of Infrastructure Change Approver are selected as the approvers for that change request.

We recommend that you assign this role to users who belong to support groups that have one or more change approval mapping entries. For more information, see Approval mappings

Infrastructure Change Coordinator

This functional role is used by the Change Management application to determine who can be assigned as the Change Coordinator for a given change request. 

For example, if support group B has 10 members, and if 2 out of the 10 members have the Infrastructure Change Coordinator function role, when you select support group B as the Change Coordinator Group, you will only be able to select either one of the 2 members that have the Infrastructure Change Coordinator functional role to be the change coordinator for the change request.

You can also use this role when creating approval mappings and create an approval request requiring the Change Coordinator of the change request to be one of the approvers for a given approval phase. For more information, see Approval mappings

For more information, see Change Management user roles .

We recommend that you assign this role to users who play the role of a Change Coordinator in your organization, that is, the subject matter expert (SME) for the change request. These users determine risk, prepare plans and schedules, and create and assigns tasks. These users typically oversee the change request throughout its life cycle.

Infrastructure Change Manager

This functional role is used by the Change Management application to determine who can be assigned as the Change Manager for a given change request.

For example, if the support group C has 15 members, and if 1 of the 15 members has the Infrastructure Change Manager functional role, when selecting support group C as the Change Manager Group, you will only be able to select the 1 member that has the Infrastructure Change Manager functional role to be the Change Manager for the change request.

You can also use this role when creating approval mappings, where you can create an approval request requiring the Change Manager of the change request to be one of the approvers for a given approval phase. For more information, see Approval mappings

For more information, see Change Management user roles .

We recommend that you assign this role to a small number of users who are responsible for your organization's change processes and procedures as per your Change program.

Important

The Change Requester role is not defined as out-of-the-box functional role. These is a referenced role. This role and other similar roles are implied roles with the applications and can be assigned to the user that is present in the People (CTM:People) form.

Remedy Change Management is a role-based application. What applications you can access, and how much information you can view or modify depends upon your role. As the Process Flow Status bar takes you through the stages of a change request, different roles perform different tasks. The Change Coordinator creates the change request at the Initiate stage and the Task Implementer works on the tasks that are associated with the change at the designated task phase (Review, Implementation, or Close Down).

Using the Process Flow Status bar in the stages of a change request


The user with the Change Manager functional role can view the functionality in the application that other users cannot view.

Change requests track the progress of a change through its entire life cycle, from the Initiation stage to the Closed stage. To manage a change request from start to finish, the main user roles listed in the following table are required. Although the responsibilities of these users can vary from organization to organization (and in some organizations, one person can fulfill several roles), they generally include the following roles and functions. In a small company, the same person can function as a change manager, approver, and task implementer.

IT Support user roles

Change Management role

Calbro user

Function

Reference topic

Change Coordinator

This role is a combination of the change supervisor and the assignee roles of the previous release.

Allen Allbrook

Member of a support group responsible to provide one or more services. The change coordinator is responsible to create, plan, implement, track, and close changes related to services that the support group is responsible for.

  • Assesses requests for change that originated from Incident Management, Problem Management, or Release Management
  • Registers changes as needed to handle requests for change
  • Determines the risk and impact for requested changes
  • Prepares implementation plans by creating tasks
  • Monitors the progress of the changes
  • Obtains approval for changes outside of the CAB approval process

Change coordinator role

Requester console users

Change Manager

Mary Mann

Operations manager who has a complete overview of the infrastructure and must know the details of what is to be changed.

  • Reviews the risk and impact analysis to ensure that this has been performed thoroughly
  • Ensures that appropriate actions have been planned to minimize both, the risk of failure, and the impact on users during change implementations
  • Ensures that the timing of planned implementations does not conflict with other planned changes or events
  • Obtains normal CAB approval changes during CAB meetings

Change Manager role

Task Implementer

This role is sometimes called the Task Assignee.

Ian Plyment

Support staff member or group who performs the tasks associated with a change request.

For example, a change request for upgrading a mission-critical server might include backing up data on the server, uninstalling the old hard drive, and installing the new hard drive.

  • Member of Front Office Support or Back Office Support
  • Uses the Overview Console or the Ticket Console (for Smart IT) to perform the tasks associated with a change request

Working with BMC Change Management as a task implementer

For more information about permissions and roles, see User permissions. For information about other important roles in Remedy Change Management, see Additional Change Management user roles.

The following figure illustrates the different Change Management support staff roles. It also shows where each role fits into the stages of the change request lifecycle.

Change Management support and management roles


Important

The following stages might not apply to all change requests. For example, you will see the Review & Authorize stage only if the application administrator has mapped an approver to the Business Approval phase.

Request stages and status

Request stage

Request status

Role and task

Reference topic

1a

Initiate

Draft

The Change Coordinator creates the change request.

Initiate stage - Creating change requests

1b

Initiate

Request For Authorization

The Change Coordinator's approving authority approves the change request at the Review Approval Stage.

Approval processes provided out-of-the-box for Change Management

Handling approvals for emergency change requests

2a

Review & Authorize

Draft

The Change Coordinator performs the following tasks:

  • Risk assessment using the predefined risk analysis questions.
  • Impact analysis based on company, organization, department, region, site group, and sites.
  • Collision detection.
  • Plans development for implementation, verification, and back out processes.
  • Defines adhoc approvers for the Review Approval stage.
  • Defines the task review phase requirements.
  • Defines business service to associate to the change request.
  • Associates any configuration items (CIs) affected by the change (if known).

Review and Authorize stage - Risk and impact analysis

2b

Review & Authorize

Request For Change

The Change Approver approves the business case for the change.

Approval processes provided out-of-the-box for Change Management

3a

Plan & Schedule

Planning In Progress

The Change Coordinator performs the following tasks:

  • Makes final adjustments or re-adjustments to the change request, as required.
  • Defines adhoc approvers for the Implementation Approval stage.

Plan and Schedule stage - Planning the change request

3b

Plan & Schedule

Scheduled For Approval

The Change Manager reviews the change plan and sends it for approval.

Approval processes provided out-of-the-box for Change Management

3c

Plan & Schedule

Scheduled For Approval

The Change Advisory Board (CAB) approves the execution of Normal and Expedited changes.

Approval processes provided out-of-the-box for Change Management

3d

Plan & Schedule

Scheduled

The Change Coordinator monitors the progress of the change request, while the initial implementation tasks move the change request to the Implementation In Progress status.

4a

Implement

Implementation in Progress

The Change Coordinator performs the following tasks:

  1. Monitors the change request and updates the tasks related to the change request, if required.
  2. Relates new or updated CIs when necessary.
  3. Ensures that plans are being followed according to the provided documentation.
  4. Generates incidents related to failures in the change request implementation.

Implement stage - Implementing the change

4b

Implement

Implementation in Progress

The Task Implementer executes the tasks.

Implement stage - Working on task assignments

4c

Implement

Completed

The Change Manager (approving authority) reviews the change request at the next CAB meeting to determine if the request can be closed or backed out.

Approval processes provided out-of-the-box for Change Management

5

Closed

Closed

The change request automatically closes in 10 days from the final review Completed status. However, if automation is disabled, the Change Coordinator closes the change request.

Closed stage - Completing change requests

Important

The Change Manager and the Change Coordinator can change the status of the request back to pending, or cancel the change request, except when the request is in the Closed status or awaiting approval decisions by a Change Approver.
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