This documentation supports the 9.1 version of Change Management.

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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, change managers should also read Change coordinator role.

Typical 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 typical responsibilities of a change manager are describe in the following table. The change manager is also typically responsible for addressing general, day-to-day issues from a personnel and customer satisfaction standpoint.

Change manager responsibilities



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 Initiate stage - Creating change requests.

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. The change manager can choose to view all assigned change requests when logging in to Change Management Console.

For more information, see Working with change request assignments.

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 Working with 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 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 Approvals - Approving change requests.

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 efforts for a change request and Responding to task reassignments as a change coordinator.

Assessing the cost of a change request

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

For more information, see Adding and viewing costs.

Resolving change requests

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

For more information, see Closed stage - Completing change requests.

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