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This documentation supports the 19.08 version of Change Management.

To view an earlier version, select the version from the Product version menu.

Benefits of Best Practice view in BMC Change Management

The following table describes the benefits of the Best Practice view in Change Management.

Important

In the table that follows, the Navigation pane links are not mentioned if they are available from the Navigation pane, even if the link is accessed from a different group on the Navigation pane.

Benefits to the Best Practice view of the Change Infrastructure form

Feature

Best Practice view

Benefits

Assignment

Fields on Main view:

Coordinator Group

  • Type ahead
  • Menu button enables selection of group using organizational structure
  • Tooltip displaying organizational structure
    Change Coordinator
  • Type ahead
  • Tooltip displaying Name, Email, Telephone, and Site

Key information for managing change requests includes knowing which group and which person is responsible for coordinating the change until it is closed.

Best practice recommends that that the change coordinator is the same person who creates the change request. This is why these fields are automatically completed with the submitter's information if that person has the functional role of Change Coordinator or Change Manager.

If you leave the fields blank, the Assignment rules determine the field values after the submission.

Change Location

Fields on Main view:

Change Location

  • Type ahead
  • Tooltip
  • This field shows the lowest level of location information of the change coordinator.

Key change request management information includes knowing where the change is coordinated from. The application also uses this field to determine access rights for multitenancy implementations.

Service

Field on Main view:

Service

  • Type ahead
  • Field label link opens the Service CI
  • View Business Service icon allows you to display configuration details of the selected service
  • Service context widget can be launched to display essential status information about the selected service

This field was moved to the Main view, because the information it contains is considered key information.

Out-of-the-box, the Service field is a required field. This ensures that service awareness is used for routing purposes and metrics can be tracked by the selected Service. However, you can configure the field to not be required.

The only services that you can select are the ones that the customer is entitled to see. Entitlement is based on a Used By relationship with the Service and the customer, or the organization to which the customer belongs.

Template

Field on Main view:

Template

  • Type ahead
  • Searchable

Adding the Template field to the Main view encourages the use of templates and enables you to search and report on the changes created by template.

Notes

Field on Main view:

Notes

The Notes field contains key change information.

Class

Field on Main view:

Class

The Class field contains key change information.

Target Date
(introduced in BMC Remedy ITSM suite 7.6.00)

Field on Main view:

Target Date

The Target Date is part of the key change information.

The Target Date is the date by when the change must be completed, according to the applicable service level targets. Alternatively, the target date can be a date that is agreed to on an ad hoc basis, per change.

Change Type

No longer available

This field is not used by the majority of customers, so it was removed from the view. Background processes always set the field value to Change, for workflow purposes.

Requested By

Fields no longer available

Best practice recommends that you review the related incident requests or known errors, or both, to determine who requested the change, because the change could have been requested by multiple people.

Requested For

Available as a link under Quick Actions

Non-essential information that is used infrequently is moved to other areas, which provides a more streamlined application.

Best practice is to review the related incident requests or known errors, or both, to determine the request originators.

Change Manager

Fields on Main view (Work Detail tab):

Manager Group
Change Manager

  • The "Set assignment using" feature can be accessed using the button to the right of the Manager Group field.

The Manager Group and Change Manager fields contain key change information.

Work Info

Fields and table on Work Detail tab (shown initially):

  • Notes
  • First attachment
  • Additional fields hidden in More Details expand area:
  • Work Info type
  • 2nd and 3rd attachments
  • Locked
  • View Access

Key change request information includes Work Info entries.

Approval

Table on Main view (Work Detail tab)

The Approvers table contains key change information.

Time Spent

Fields on Date/System tab:

Start Time
Time Spent (min)
Total Time Spent (min)

The fields were moved but kept in the view.

Change Implementer

Fields no longer displayed

These fields are used when the change has no tasks associated with it. The recommended best practice is to always coordinate the implementation of a change using tasks. This is why these fields are not considered essential.

Operational Categorization

Fields available for quick selection using the Select Operational link under Quick Actions

Customers can view all operational and product categorization values using the Categorization links.

Research suggested that most BMC customers use the operational categorization fields only sporadically. This means that even when the fields are completed, they cannot be used for reporting, because they are not consistently completed.

Based on this, access to the fields was moved to a tab, which you configure to appear or be hidden, according to your organization's needs.

You can specify the operational categorization values for each template.

Product Categorization

Fields on Categorization tab (if configured to be displayed):

Tier 1
Tier 2
Tier 3
Product Name
Model/Version
Manufacturer

  • Type-ahead available for all fields. Auto-complete and prefill available for Product Name

These fields were moved to the Navigation pane, because using the CMDB is a better way to perform grouping, trending, and assignment. This, and wanting to reduce the registration time of new incident request records, means that now the product categorization is automatically completed based on the product categorization of the related service.

Classification

Fields on Main view:

Change Reason
Notes

  • Field on Date/System tab:
    Timing Reason
  • Field on the Relationships tab:
    Sequence

Key information for change requests includes the fields that were moved to the Main view.

The Lead Time, Business Justification, Change Environment, and Performance Rating fields are not displayed on the Best Practice view; research showed the majority of customers are not using these fields for reporting or for change resolution.

Financials

Available as a link under Links

Nonessential information is moved to other areas, providing a more streamlined application.

Dates

The Date fields are on the Date/System tab, with the exception of RFC Date and In Production Date

The two date fields were not considered essential for change resolution or reporting.

Next Stage

The Next Stage button was introduced in the Best Practice view

This button was added to increase efficiency.

Read-only behavior

When the user does not have modify access, the following message is displayed at the top of the form:

You do not have permission to modify this ticket.

The fields are not disabled or read-only, but the user will not be able to save any modifications

The change aids simplification and enhances performance.

Vendor

Fields on Main view (Work Detail tab):

Vendor Group
Vendor Ticket Number

The overall number of fields displayed for Vendor assignment has been reduced, and the key fields were moved to the Main view. This was done because they are part of the key information that should be immediately available when reviewing an incident.

Additional information can be registered and reviewed in Work Info.

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