This documentation supports the 23.3 version of BMC Helix Change Management.

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

Change Management roles

The Service Management applications use the concept of functional roles for the following purposes:

  • To identify the individuals who have specific IT Service Management roles within your organization
    For example, the change coordinator role, as represented in some service management frameworks, is equivalent to the Infrastructure change coordinator functional role in the application. The intent of functional roles that are defined in the applications is to closely align with the roles defined in the service management best practice methodologies.
  • To extend the access granted by permissions groups to specific applications, which gives the user the required access to modify the changes and the associated tasks throughout its lifecycle
    For example, the Infrastructure change coordinator functional role allows the user to be assigned as the Change Coordinator of a change request, which gives the user the required access to edit the change record throughout its lifecycle. The user must also have either the Infrastructure Change Master or the Infrastructure Change User permission.


Important

Not all out-of-the-box functional roles are granted additional privileges. For example, if you have an Infrastructure change manager or Infrastructure change coordinator functional role and the change manager or change coordinator support group has been assigned to that change request respectively, you have write access to the change request.

Functional roles are different from permissions groups. You can assign functional roles only to the support staff, based on the support groups to which they belong. You can assign multiple functional roles to a support team member. For example, Allen is a member of the Operations support group as well as the Change Coordinator within that support group. Allen is given the functional role of the Infrastructure change coordinator for the Operations support group, and Allen is also given the functional role of the infrastructure change approver because Allen approves change requests for the Operations support group.


BMC Helix ITSM role

The following table describes the roles and permissions that the user needs to access the BMC Helix ITSM application.

RoleRelated permissionsRelated jobs
Change Agent

This role needs at least one of the following permission:

  • Change Submitter

  • Change Implementer

  • Change Approver

  • Change Coordinator

  • Change Manager

Change Agent performs the following activities in BMC Helix ITSM:

  • Access and update change request tickets from the Ticket Console.

  • Add tasks to a change request.

  • Create change request tickets and broadcasts from the Create New menu.

  • Manage change request collisions and run impact analysis

  • Access and update assets from the Asset Console, Global search, and Updates feed.

Change Management application functional roles

The following table describes the Change Management application functional roles:

Functional role

RolePermission groups

Description

Best practice

Infrastructure Change Approver

Change Approver
  • Incident Viewer
  • Problem Viewer
  • Infrastructure Change Viewer
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

The approval process uses this functional role to determine who to select as an approver when the approver has been defined as a member of the support group. 

For example, support group A has 20 members, but only 3 out of the 20 members have the Infrastructure Change Approver functional role. When you select support group A to approve a change request, only the 3 members that have the functional role of infrastructure change approver are selected as the approvers for that change request.

We recommend that you assign this role to users who belong to support groups that have one or more change approval mapping entries. For more information, see Configuring approval mappings for change and release management

Infrastructure Change Coordinator

Change Coordinator
  • Infrastructure Change User
  • Incident User
  • Problem User
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

The Change Management application uses this functional role to determine who can be assigned as the Change Coordinator for a given change request. 

For example, support group B has 10 members, but only 2 out of the 10 members have the Infrastructure change coordinator function role. When you select support group B as the Change Coordinator Group, you can select either one of the 2 members that have the Infrastructure change coordinator functional role to be the change coordinator for the change request.

You can also use this role when you create approval mappings and an approval request, which requires the change coordinator of the change request to be one of the approvers for a given approval phase. For more information, see Configuring approval mappings for change and release management

For more information, see Change Management user roles and permissions Open link .

We recommend that you assign this role to users who play the role of a change coordinator in your organization; that is, the subject matter expert (SME) for the change request. These users determine risk, prepare plans and schedules, and create and assigns tasks. These users typically oversee the change request throughout its life cycle.

Infrastructure Change Manager

Change Manager
  • Infrastructure Change User
  • Incident User
  • Problem User
  • Release Viewer
  • Contract Viewer
  • Asset Viewer
  • Knowledge Viewer

The Change Management application uses this functional role to determine who can be assigned as the Change Manager for a given change request.

For example, support group C has 15 members, but only 1 of the 15 members has the Infrastructure change manager functional role. When you select support group C as the Change Manager Group, you can select the 1 member who has the Infrastructure change manager functional role to be the change manager for the change request.

You can also use this role when you create approval mappings, such as an approval request that requires the change manager of the change request to be one of the approvers for a given approval phase. For more information, see Configuring approval mappings for change and release management

For more information, see Change Management user roles and permissions Open link .

We recommend that you assign this role to a small number of users who are responsible for your organization's change processes and procedures according to your Change program.

Important

The change requester role is not defined as out-of-the-box functional role, but rather as a referenced role. This role and other similar roles are implied roles with the applications and can be assigned to the user that is present in the People (CTM:People) form.

Change Management is a role-based application. What applications you can access, and how much information you can view or modify depends upon your role. In Mid Tier as the Process Flow Status bar moves the change request through the stages, different roles perform different tasks. The change coordinator creates the change request at the Initiate stage and the Task Implementer works on the tasks that are associated with the change at the designated task phase (Review, Implementation, or Close Down).

The following figure displays the Process Flow Status bar in the stages of a change request.


The user with the change manager functional role can view the functionality in the application that other users cannot view.

Change requests track the progress of a change through its entire lifecycle, from the Initiation stage to the Closed stage. To manage a change request from start to finish, the main user roles listed in the following table are required. Although the responsibilities of these users can vary from organization to organization (and in some organizations, one person can fulfill several roles), they generally include the following roles and functions. In a small company, the same person can function as a change manager, approver, and task implementer.


Change Management IT Support user roles

Change Management role

Calbro user

Function

Reference topic

Change Coordinator

Allen Allbrook

Member of a support group responsible for providing one or more services. The change coordinator is responsible to create, plan, implement, track, and close changes related to services that the support group is responsible for. This role is a combination of the change supervisor and the assignee roles of the previous release.

  • Assesses requests for change that originated from Incident Management, Problem Management, or Release Management
  • Registers changes as needed to handle requests for change
  • Determines the risk and impact for requested changes
  • Prepares implementation plans by creating tasks
  • Monitors the progress of the changes
  • Obtains approval for changes outside of the CAB approval process

Change coordinator role

Change Manager

Mary Mann

Operations manager who has a complete overview of the infrastructure and must know the details of what is to be changed.

  • Reviews the risk and impact analysis to ensure that they have been performed thoroughly
  • Ensures that appropriate actions have been planned to minimize both the risk of failure and the impact on users during change implementations
  • Ensures that the timing of planned implementations does not conflict with other planned changes or events
  • Obtains normal CAB approval changes during CAB meetings

Change Manager role

Task Implementer

This role is sometimes called the Task Assignee.

Ian Plyment

Support staff member or group who performs the tasks associated with a change request.

For example, a change request for upgrading a mission-critical server might include backing up data on the server, uninstalling the old hard drive, and installing the new hard drive.

  • Member of front office support or back office support
  • Uses the Overview Console or the Ticket Console (for Smart IT) to perform the tasks associated with a change request

Task implementation for Change Management

For more information about permissions and roles, see  Roles and permissions Open link . For information about other important roles in Change Management, see Additional Change Management user roles.

The following figure illustrates the different Change Management support staff roles. It also shows where each role fits into the stages of the change request lifecycle.


The following request stages might not apply to all change requests. For example, you will see the Review & Authorize stage only if the application administrator has mapped an approver to the Business Approval phase.

Request stage

Request status

Role and task

Reference topic

1a

Initiate

Draft

The change coordinator creates the change request.

Creating change requests in the Initiation and Recording stage

1b

Initiate

Request For Authorization

The Change Coordinator's approving authority approves the change request at the Review Approval Stage.

Overview of the change management approval process

2a

Review & Authorize

Draft

The Change Coordinator performs the following tasks:

  • Assesses risk by using the predefined risk analysis questions.
  • Analyzes impact based on company, organization, department, region, site group, and sites.
  • Detects collision.
  • Plans development for implementation, verification, and back-out processes.
  • Defines ad hoc approvers for the Review Approval stage.
  • Defines the task review phase requirements.
  • Defines a business service to associate to the change request.
  • Associates any configuration items (CIs) affected by the change (if known).

Analyzing the risk and impact of change requests in the Review and Authorize stage

2b

Review & Authorize

Request For Change

The Change Approver approves the business case for the change.

Overview of the change management approval process

3a

Plan & Schedule

Planning In Progress

The Change Coordinator performs the following tasks:

  • Makes final adjustments or re-adjustments to the change request, as required.
  • Defines adhoc approvers for the Implementation Approval stage.

Planning change requests in the Assessment, Planning, and Scheduling stage

3b

Plan & Schedule

Scheduled For Approval

The Change Manager reviews the change plan and sends it for approval.

Overview of the change management approval process

3c

Plan & Schedule

Scheduled For Approval

The Change Advisory Board (CAB) approves the execution of Normal and Expedited changes.

Overview of the change management approval process

3d

Plan & Schedule

Scheduled

The Change Coordinator monitors the progress of the change request, while the initial implementation tasks move the change request to the Implementation In Progress status.

4a

Implement

Implementation in Progress

The Change Coordinator performs the following tasks:

  1. Monitors the change request and updates the tasks related to the change request, if required.
  2. Relates new or updated CIs when necessary.
  3. Ensures that plans are being followed according to the provided documentation.
  4. Generates incidents related to failures in the change request implementation.

Implementing change requests in the Implementation stage

4b

Implement

Implementation in Progress

The Task Implementer executes the tasks.

Moving a change request to the implementation stage

4c

Implement

Completed

The Change Manager (approving authority) reviews the change request at the next CAB meeting to determine whether the request can be closed or backed out.

Overview of the change management approval process

5

Closed

Closed

The change request automatically closes in 10 days from the final review that is done when the status is Completed. However, if automation is disabled, the Change Coordinator closes the change request.

Completing and closing a change request in the Closed stage

Important

The Change Manager and the Change Coordinator can change the status of the request back to pending, or cancel the change request, except when the request is in the Closed status or awaiting approval decisions by a Change Approver.


Change Manager role

The Change Manager is a person or a group usually within an organization's support department. The Change Manager is responsible for the quality and integrity of the change management process. In large companies, the change manager's main responsibilities usually involve planning and oversight. In small companies, however, the Change Manager can function as the change coordinator who is performing the change. To be the Change Manager, a user must have the Infrastructure change manager functional role in Change Management.

The change manager requires the following permissions and functional roles:

  • The Infrastructure Change User or Change Master application permission is required for access to change and task records.
  • Infrastructure change manager functional role is required to be assigned as the change manager for individual changes.
  • Membership in a company's support group is required to create change templates for that group.

To understand the overall change request process, as a change manager, see Change coordinator roleTypical change manager activities include handling assignments and monitoring support staff activity involved in implementing the change request. Even though Change Managers have the same permissions as support staff and can do the same procedures in Change Management, they usually do not perform support staff activities. The Change Manager is also typically responsible for addressing general, day-to-day issues from a personnel and customer satisfaction standpoint.

The following table describes the typical responsibilities of a Change Manager.

Task

Description

Creating a change request

Anyone can create a change request by using the Requester Console. Usually, a change manager creates change requests in Change Management.

For more information, see Creating change requests in the Initiation and Recording stage.

Accepting a change request

When the change request is created, it must be assigned to a change manager. If the assignment engine is configured for automatic assignments, it is automatically assigned to the appropriate change manager, based on an organization's support staff grouping and the change request's categorization. The change manager is notified of assigned changes. While logging to the Change Management Console, the change manager can choose to view all the assigned change requests.

For more information, see Assigning and reassigning change requests.

Planning and scheduling a change request

Planning activities include:

  • Scheduling the change request
  • Identifying, defining, and sequencing tasks that must be performed to accomplish the change
  • Determining the impact by assessing the different kinds of risks
  • Creating plans
  • Scheduling people and resources to implement each task
  • Estimating the costs of the change request
  • Ensuring that the timing of the planned implementations does not conflict with other planned changes or events

For more information, see Defining and managing relationships.

Submitting a change request for approval

An organization's business rules determine whether a change request requires approval. The application administrator configures the approval process to determine which approval phases are available for the change request. If appropriate, the change manager can designate ad hoc approvers for emergency change approvals.

After the request is approved, the change manager updates the request's status to Scheduled by moving it to the next stage on the Process Flow bar. The change manager can assign the tasks to the appropriate task implementers manually, or they can be assigned automatically.

For more information about submitting the change for approval, see Approving change requests in the Approval stage.

Logging and tracking a change request

The change manager can track a request's progress as task implementers fulfill their assignments.

For more information, see Tracking and managing efforts for a change request.

Assessing the cost of a change request

The Change Coordinator can assess the cost of a change request and charge accordingly.

For more information, see Adding and modifying costs.

Resolving change requests

A change request is resolved when all the tasks are closed or cancelled.

For more information, see Completing and closing a change request in the Closed stage


Change coordinator role

Change coordinators are support staff members with specialized abilities who handle the details of the change request. Change coordinators frequently exercise lead responsibilities based on factors such as location, skill set, troubleshooting skills, difficulty of the change request, and company (if you are a service provider). In large companies, the change manager would be responsible for the overall change such as scheduling, but the change coordinator would perform the day-to-day management of the change request process, for example, building and reviewing change plans, managing the change implementer, making sure that the change proceeds in a timely manner, and so on.

Important

When you create a change request, the Change Coordinator field on the Change form is populated with users who have the change coordinator or change manager functional role and who are included in the selected Coordinator Group. However, in the Search mode of the Change form, the field is populated with all users of the selected Change Coordinator group.

The responsibilities of a change coordinator include the following tasks:

  • Accessing requests for change
  • Gathering appropriate information based on the type of change being investigated
  • Associating related CIs, incidents, and services to the change request
  • Providing status updates to requesters
  • Monitoring the progress of the change request
  • Reviewing change plans and schedules. Planning activities include scheduling the change request, assessing risk and impact, creating plans, defining and sequencing the tasks needed to accomplish the change request, and scheduling people and resources for each task.
  • Reviewing all completed tasks. In the Implement stage, at least one task related to the change request is in progress.
  • Conducting post implementation reviews to validate the results of the change request
  • Determining requester satisfaction with change request


Additional Change Management user roles

There are some additional Change Management user roles that also have important responsibilities. For more information about permissions and roles, see  Roles and permissions Open link .

RoleDescription

Change implementer

Change implementers are support people or groups responsible for change requests that do not require tasks. You can designate a member of your support staff as a change implementer in the Change form.

Important: The Change Implementer field is not present when you use the Best Practice view in Change Management. One or more tasks must be associated to a change request for actual activities that need to be completed.

Change implementers have their own assignment fields in the Change form when you use the Classic view. The changes assigned to the change implementer can be any type of routine activity that must be accomplished, for example:

  • Reviewing the weekly error log report
  • Rotating a backup tape
  • Turning off the server room lights
  • Replacing an office chair

Important: If a change request includes one or more related tasks, the Change Implementer fields are not displayed on the Assignment tab.

For more information, see Moving a change request to the implementation stage.

Change approvers and the CAB

According to ITIL recommendations, the Change Advisory Board (CAB) should approve all changes to the IT infrastructure. The CAB is a cross-functional group that is set up to evaluate change requests for their business need, priority, cost benefit, and other potential impacts to systems or processes. In Change Management, approvers are notified of change requests that require their review.

Important: No change approvers are mapped out-of-the-box for Calbro Services. Your application administrator must configure them. As a result, if you move a change request through its lifecycle and you arrive at an approval phase, you simply need to move the change request forward. If an approver has been mapped for an approval phase (for example, Review), click the Approver tab in the Classic view or check the Approvers table on the Work Detail tab in the Best Practice view, to review who must approve the change request to move it forward. For more information, see the Configuring approval mappings for change and release management.

The change approver requires the following permissions and functional roles:

  • Explicit change permission is not needed for access to change approval records. However, only people defined within the People form can be chosen as approvers. The minimum permissions in Change Management to approve change requests is Infrastructure Change Viewer. Users with this permission can view change requests in the Change form, but they must use Approval Central to approve them.

  • The change approver functional role is required to create an Approval mapping record for the users. The change approver functional role is also required to approve or reject changes on behalf of the approver support group.
  • Users with the Change Manager or change coordinator functional role can approve changes on behalf of their support group if they are defined as alternate approvers or as a global approver.

For information about the approver role and step-by-step procedures associated with approvers, see Approving change requests in the Approval stage.

Company executives

Company executives, such as CIOs, can use Change Management consoles to understand trends relating to change configuration management, and take appropriate action to balance the flow.

For example, CIOs can use the Change Management Dashboard to view important data points in an easy-to-read graphical display. They can select appropriate flashboards to appear on the Dashboard, with a time period that applies to all flashboards. CIOs can also use the Change Calendar to manage change and release activities. Executives can see a holistic picture of changes occurring in the enterprise, and associated business activities or events. Some of this information comes from the Change Management application and some through referencing objects in the BMC Helix CMDB.

For more information, see Scheduling changes by using the Calendar.

Application administrator

The responsibilities of the application administrator, also known as the change administrator, might include installing and licensing the application, and configuring it to meet the organization's business needs. Some of the configuration tasks include:

  • Creating and maintaining change request and task categorization
  • Defining and adding members to support and general staff notification groups in the People form
  • Assigning licenses
  • Configuring approvals, risk, cost, templates, assignments, and change settings

For more information about configuring the Change Management application, see Setting up and going live.

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