Normal, standard, and emergency changes
Changes to a BMC Helix service can be one of the following types:
- Normal change — A change that goes through a normal change approval process flow
- — A preauthorized change that is considered low risk
Normal changes must follow the Change Management process and are reviewed by the Change Advisory Board (CAB).
A normal change that is recurrent, well known, and can be executed using a predefined and relatively risk-free path. It is preapproved by the CAB.
The current list of pre-approved changes includes database refreshes.
Emergency changes are required to address a current outage situation in a customer’s environment, or to prevent an imminent outage situation from occurring. All emergency changes must have a corresponding help desk ticket (incident number) assigned and should be recorded as emergency change requests in the system.
An emergency change should be associated with an outage notification or Severity 1 incident. An emergency change should involve changes done to recover from an outage or to avoid an outage situation.