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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.

Best practices for planning your implementation

The goal of Remedy Change Management is having a well-defined change control process. This helps minimize the risk and maintain service availability while making IT related changes. That is why, getting the Change Management application up and running quickly in your organization is critical to your business’s success.


In spite of which service management framework that you are using, for example, ITIL, VerSM, etc., make sure that the application is flexible enough to implement the Change Management process.

This topic outlines the best practice approach for implementing the out-of-the-box Change Management application.

Before you begin

Before you begin the planning for Change Management implementation, make sure that:

  • You understand the different processes within each business unit to ensure completion and compliance.

  • You understand the scope and benefits of the change control process.
  • You are aware of the roles played by individuals and groups within your organization.
  • Your organization has defined its ITSM foundation data such as People, Organization, Location, and Categorization.

  • You have training on Change Management and Remedy IT Service Management that is used to implement Change Management within your organization.
  • You have a Configuration Management program established to coincide with Change Management within your organization.

Implementing Remedy Change Management

Overview stepReference topic
Understand the out-of-the-box change classesCreating a change request at the initiate stage
Understanding permission roles
Understanding functional rolesUser roles in the change request lifecycle
Assigning permission roles and functional rolesAssigning permission roles and functional roles
Understanding change control process flowsUsing change control process flows
Understanding the change request status values and transitionsChange request status values and transitions
Understanding the change class typesCreating a change request at the initiate stage
Understanding the approval stages of a change request

Configuring process flows and approvals

Configuring approval mappings
Configuring assignmentsConfiguring assignment routing
Configuring change rulesConfiguring change rules
Configuring risk levels and factorsConfiguring risk assessment
Configuring change prioritizationConfiguring change prioritization
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