This documentation supports the 21.05 version of BMC Helix ITSM: Change Management. To view an earlier version, select the version from the product version menu.

Best practices for managing releases

As with Change Management, the Release Management module is role-based. What applications you can access, and how much information you can view or modify is dependent upon your role. As the Process Flow Status bar steps you through the milestones of a release request, different roles perform different tasks. The Release Coordinator creates the release request at the Initiate milestone, the Release Approver approves the release at the Build milestone, and the Activity Assignee completes the activity at the Deployment milestone.

Best practice

We recommend that you define approvals at the Build milestone. However, you can define approvals at each milestone of the Release Management process.

How each person uses Release Management depends on their role. The following figure illustrates the different Release Management support staff roles. It also shows where each role fits into the milestones of the release request lifecycle.


Approvals might not apply to all milestones in a release request. For example, you see a Build approval if the application administrator mapped an approver to the Build approval phase.

To simplify the release request process, the following table navigates you through the Change Management documentation. It provides a map of BMC recommendations that you should follow, when you use the Release Management module.


Role and task

1a - Initiate

Release coordinator creates the release request, change request, and activity.

For more information, see Initiating a release.

1b - Initiate

CAB approves the release request.

2a - Planning

Release coordinator plans the release request, and uses the Change Calendar to check for conflicts.

  1. Reviews Change Calendar
  2. Enter start and end dates

For more information, see Planning and scheduling release requests.

2b - Planning

CAB approves the release request.

3a - Build

Release coordinator oversees the release builds.

For more information, see Build milestone - Building a controlled environment for the release.

3b - Build

CAB approves the release request.

4a - Test

Release coordinator oversees the testing of the new service to make sure CIs meet specifications and requirements.

For more information, see Testing the release.

4b - Test

CAB approves the release request.

5a - Deployment

Release coordinator rolls the release out to the business. Starts phased or non-phased deployment of release.

5b - Deployment

CAB approves the release request.

5c - Deployment

Change manager executes the change request in its Deployment phase.

For more information, see Deploying the release to the business.

5d - Deployment

Task implementer executes the task in its Deployment phase.

5e - Deployment

Activity assignee executes the task in its Deployment phase.

6 - Closed

Release coordinator completes the change request.

For more information, see Closing the release.

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