Change Management scope

• Hardware Changes — Adding, moving, or removing server and network devices to or from a customer environment 
• Database changes:
  • Backing up, restoring, or refreshing databases
  • Executing SQL (as part of customer-provided scripts)
• Application changes:
  • Implementing standard integrations (such as non-customized LDAP integrations)
  • Removing obsolete elements
• Moves, Additions, Changes, and Deletions — changes to system configurations

• Any environment deemed exempt from the process
• Customer-managed systems outside of the BMC Helix environments
• Code promotion from one environment to another environment, please refer to Promoting changes from one environment to another 
• Functional and data changes that customers can perform with their role-based permissions:
  • Foundation data loads including:
    
    • Creating, loading, or scheduling jobs
    • Adding people to a support group or modifying people profile permissions
  • Service Level Management:
    
    • Editing an existing service target
    • Rebuilding service targets
    • Manually editing a business entity for an existing service target
  • Release Management:
    • Configuration approval mapping and approval changes
• Changes made within the daily data administrative process. Changes to the processes themselves, however, are subject to this change process. Examples of daily administration tasks are as follows:
  • Password resets
  • Addition and deletion of users
  • User modifications

• Standard Change: A pre-authorized change that is considered low risk and relatively common, but still requires that a change request be submitted. A standard change is recurrent, is well known, and can be executed in a predefined and relatively risk-free manner. It is pre-approved by the BMC Change Advisory Board (CAB).
• Normal Change: A change that is more complicated than a Standard Change and requires that a change request be submitted to BMC SaaS Operations.
• Emergency Change: A change that needs to be implemented urgently with priority. The BMC Change Team will evaluate the customer's business reason for an emergency change and action accordingly. 

• Latent Change: A response to a critical outage situation for a customer environment. Latent change does not follow any change management approval process, but it is recorded once the outage situation is resolved. Generally, the introduction of new change is discouraged during an outage situation.

Normal change examples

By definition, a Normal Change proceeds through all steps of the Change Management process. Examples include:

• Configuration changes to an environment that cannot be accomplished by the customer
• Database refreshes