This topic describes the Change Management (CM) policy. For information about submitting a request for change (RFC), see BMC OnDemand Request for Change process.
The following list describes the requirements for RFCs:
- An RFC may be submitted by either the customer or BMC, depending on who is initiating the change. For example, BMC will usually be the submitter of an RFC for the application of a hotfix or patch.
- An RFC that involves a customization must be submitted by the customer with sufficient time to allow for appropriate assessment. The amount of time required for the assessment is based on the complexity of the customization being submitted. Customizations may be approved in advance by BMC's Customization Review Board (CRB), although CRB review is not mandatory. See Customization policy for additional information.
- All changes must be assessed and categorized according to Priority (Impact + Urgency), Timing, and Risk. For more information, see RFC criteria and classifications.
- All changes must be communicated to those potentially impacted.
- A Forward Schedule of Changes (FSC) must be maintained to provide visibility and coordination of approved IT changes.
- Necessary documentation and training materials must be updated before implementation.
- A separate RFC is required for the application of a change in each environment.
Testing and review requirements
The following list describes the requirements for the test and review processes:
- All changes must be tested successfully (where possible). Post-release (implementation) testing is required if pre-implementation testing was not possible.
- A post-implementation review must be conducted for all changes that are classified as high-impact (significant or extensive impact), high-risk, emergency, or latent, or which are deemed unsuccessful for any reason.
Approvals and appeals requirements
The following list describes the requirements for approvals and appeals:
- All changes must be approved before implementation. Changes that are rejected can be appealed.
- Any approved change that is modified before implementation must be reapproved.
- Reuse of an approved change to implement additional changes is not permitted.
- Once closed, an RFC cannot be reopened.
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