Learning about Change Management

In the upgrade server hardware scenario, the Change Coordinator, Allen Allbrook, creates the change request from the Change Management console to replace the mission-critical server. He must properly classify its Class (for example, Normal), add relevant information (Target Date, Service, and configuration items), and assign a Coordinator Group, Manager Group, or Change Manager. When change requests are assigned to them, support staff members are notified. When the request moves into a new status, for example, Request For Authorization, the application generates notifications to the Change Manager and Change Coordinator Support Group. In this case, Allen Allbrook is the Change Requester as well as the Change Coordinator. 

New change requests can be created in other ways. Examples include:

1. • Problem coordinators can create a change request from a Known Error.
   • Using the Requester Console, a user can request a service that generates a change request.
   • A technician who made changes to a database server during non-work hours can create an after the fact latent change request from the Overview Console.
   • The Action Request System workflow in the BMC Service Request Management application can automatically generate change requests (for example, a service request to replace a mission-critical server).
   • The discovery process can automatically generate a change request if it detects that a server does not have the latest patches loaded.
   • BMC Helix ITSM: Asset Management can automatically generate a change request from a purchase requisition (for example, purchasing a laptop for a new employee).

   • BMC Performance Manager can automatically generate a change request if it detects that a mirrored web server has failed and needs to be replaced. 
     
     Mary Mann, the Change Manager, receives a notification that a change request has been assigned to her. She opens the Change Management Console and reviews the assigned change request. At the Initiate stage, she estimates the risk, impact, and costs associated with the change request. She chooses to compute the risk level of the request. If the change request requires tasks, she can create and schedule these tasks.

If an approver is mapped to the approval phase, the change approver must approve the change request before it can move to the Review & Authorize stage. For more information, see Approving change requests in the Approval stage.

Ian Plyment, the task implementer, receives notification that a task is assigned to him to replace the server. He opens the request in the Change Management Console, and then the task assigned to him. He updates the task status as his work progresses. This modifies the Change Status to Implementation In Progress and the Actual Start Date is automatically populated. 

As the change request enters the Implement stage, BMC Helix CMDB is modified by Configuration Discovery, BMC Service Impact Manager (SIM), or other types of discovery tools as the task assignee works on the CI that needs extra memory. Ian logs his progress as he works on the tasks that need to be completed in order to get the change implemented (for example, uninstall the old server and install the new server). When a task is completed, the implementer of the next task in the sequence is notified of the task assignment. Task implementers can calculate the cost of implementing their tasks. 

When all tasks are closed, the change moves to Completed status and the Actual End date is automatically populated. 

When Allen Allbrook, the change requester, has verified that the change request was resolved satisfactorily, he can set the change request to Closed. If the requester does not close the change request, the request closes automatically after a preconfigured time. If the change request is part of a dependent sequence, the Change Manager for the next change request in the sequence is notified. 

Before the change request can move out of the Implement stage, the Change Coordinator must enter its actual start and end dates, and then assign a performance rating to the work performed on the change.

The change request enters the Closed stage.

The Change Manager, Mary, must verify that the change request was completed. She also might analyze key performance indicators (KPIs). For example, whether the change is successful, or how many incidents were resolved by the installation of the new server. Reviewers also must analyze the accuracy of the BMC Helix CMDB.