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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.

Using change control process flows

The Remedy Change Management application supports several best practice change control process flows for the various changes classes. The following change classes are provided out-of-the-box:

  • Standard—Change requests that are typically preapproved and require approval by the Change Manager.
  • Emergency—Change requests that resolve an incident or problem deemed critical to business continuity and for which a workaround is not sufficient.
  • Expedited—Change requests that have an enterprise-wide impact with an associated risk.
  • Latent—Change requests that have already been performed. This out-of-the-box configuration of latent changes cannot be changed.
  • Normal—Change requests that proceed through all steps of the change management process and those that are categorized as medium or high risk will be reviewed by the Change Advisory Board (CAB).
  • No Impact—Change requests that indicate a change that has no impact on the infrastructure and requires no approval.

Important

The Standard, Normal, and the Expedited change classes, have a very similar process flow. The exception is that Standard changes are approved only by the Change Coordinator and Change Manager, while Normal and Expedited changes are approved by Change Coordinators, Change Managers, CAB approvers, and technical approvers (ad-hoc or mapped).

The Emergency, Latent, and No Impact changes follow a different processing path and must be defined within their own process flow to determine what status and stages to skip within the standard flow process.

The Change Management application supports the custom approval process configuration for altering the status changes within a given class. Additionally, the application supports custom change control process flows by using change templates. For more information, see Configuring process flows and approvals.

Change control process flow for Standard and Normal changes

Within the change control process flow for Standard and Normal changes, there are eight defined stages or sub-processes, three of which are approval processes. All the approval stages require approval mapping configurations to make them active.

Important

Do not configure the approval stages for the Standard change class as they are typically pre-approved for this change class. Make sure that the CAB has approved these as Standard changes.

No.StagesReference topic
1Change Initiation and RecordingInitiate stage - Creating change requests
2Approval: Authorization for Business AssessmentApproval stage - Authorization for Business Assessment
3Change Assessment, Planning, and SchedulingPlan and Schedule stage - Planning the change request
4Change Plan and Schedule ReviewPlan and Schedule stage - Planning the change request
5Approval: Authorization for ImplementationApprovals - Approving change requests
6Change ImplementationImplement stage - Implementing the change
7Approval: Authorization for Close DownApproval stage - Authorization for Close Down Approval stage
8Change Completion and Close DownClosed stage - Completing change requests

The following process flow explains the life cycle stages of a change request for Standard and Normal changes.

Process flow diagram for Standard and Normal changes
(Click the image to expand it.)

Change control process flow for No Impact changes

Within the change control process flow, there are six defined stages or sub processes, two of which are approval processes. The approval stages are optional and require approval mapping configurations to make them active. The stages are:

No.StagesReference topic
1Change Initiation and RecordingInitiate stage - Creating change requests
2Change Plan and Schedule ReviewPlan and Schedule stage - Planning the change request
3Approval: Authorization for ImplementationApprovals - Approving change requests
4Change ImplementationImplement stage - Implementing the change
5Approval: Authorization for Close DownApproval stage - Authorization for Close Down Approval stage
6Change Completion and Close DownClosed stage - Completing change requests

The following change control process flow explains the life cycle stages of a change request for out-of-the-box No Impact changes.

Process flow diagram for No Impact changes
(Click the image to expand it.)

Change control process flow for Latent changes

Within this process flow, there are three defined stages or sub processes, one of which is an approval process. The approval stage is optional and requires an approval mapping configuration to make it active. The stages are:

No.StagesReference topic
1Change Initiation and RecordingInitiate stage - Creating change requests
2Approval: Authorization for Close DownApproval stage - Authorization for Close Down Approval stage
3Change Completion and Close DownClosed stage - Completing change requests

The following change control process flow explains the life cycle stages of a change request for out-of-the-box Latent changes.

Process flow diagram for Latent changes
(Click the image to expand it.)

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