This documentation supports the 21.05 version of BMC Helix ITSM. To view an earlier version, select the version from the Product version menu.

Change Management user roles and permissions

    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 and has also been identified 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 because Allen approves change requests for the Operations support group, he is also given the functional role of the Infrastructure Change Approver.


    Change Management application functional roles

    The following table describes all of the Change Management application functional roles:

    Functional role

    Role Permission 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. 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

    This role is a combination of the change supervisor and the assignee roles of the previous release.

    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.

    • 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.

    Create 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

    How approvals are handled for emergency change requests

    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.

    Adding tasks to implement a change request

    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.


    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 .

    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 do not appear on the Assignment tab.

    For more information, see Adding tasks to implement a change request.

    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 Onboarding and implementing.


    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 Create 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 and Viewing and assigning tasks.

    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 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

    While implementing the Change Management application, it is important to identify the people in your organization who will need access to the Change Management application. Within the BMC Helix ITSM or the BMC Helix ITSM: Smart IT application, there are the following types of roles:

    Related topic

    Entering data in the people.xslx spreadsheet Open link


    Important

    • To edit a change request, you must have a write license for the Action Request System.
    • To view existing change requests or to submit a new change request, you must have a read license for the Action Request System.
    • You do not need any specific permission to add new work info or edit a work info that is not locked. However, you must belong to one of the change permission groups.
    • Except for the Infrastructure Change Config user, all other users can access the Product Catalog console from the Applications menu on the IT Home page of BMC Helix ITSM.
    • A user with Infrastructure Change User permission and the Change Approver's functional role can modify a change request without being a member of the assigned group.

    Permission roles

    Service Management applications use the concept of permissions groups to control access to the various BMC Helix ITSM or Smart IT applications such as forms, views, consoles, and functions. Permission groups are defined within the applications with a prescribed hierarchy. For example, the Master permission supersedes the User permission, which in turn supersedes the Submitter permission, which finally supersedes the Viewer permission. So, if you want to give access to a user to change requests, give access to one of these four permission group types depending on the requirements.

    In addition to the above permission group types, you can use the Config permission group type for application administrative purposes in conjunction with any one of the above permission group types.

    Infrastructure Change Master

    The following sections describe the specific permissions and the level of access related to the Change Management application.

    Infrastructure Change Master is an administrator for Change Management. This level of permission is the highest access level for creating and updating change requests.

    Important

    Grant the Master permissions groups only to key personnel who own a process or who have full control over schedules.

    Users with the Infrastructure Change Master permission can perform the following functions. For these functions, on the System Settings form, make sure that the value of Application permission model is set to Support group and company.

    Functions
    • Create change requests.
    • Modify all change requests and tasks independently of any functional roles or support group affiliations. Only the user with Infrastructure Change Master permissions can modify the change request after the change request is closed. 
    • Create and modify approval mappings.
    • Create and modify change templates.
    • Edit tasks within the change request.
    • Execute the change request to completion.
    • Edit the change request after it is closed. The Infrastructure Change Master user cannot add new tasks or ad hoc approvers and also cannot change the class, status, and dates.

    Additionally, users with Infrastructure Change Master permission can perform the following administrative functions (the same as the Change Config User):

    • Create and modify approval mappings.
    • Create and modify change templates.

    However, if the Application permission model is set to Support group, any user with this permission can perform the same functions as that of a Change Manager or a Change Coordinator that belong to the assigned support groups.

    Best practice Limit the use of these permissions to users performing a Change Manager role or a Change process owner who require full access to all the change requests.
    Application user license type?

    Fixed and floating

    Important: We recommend that you provide AR System Fixed and Change User Fixed licenses, because the Infrastructure Change Master is always monitoring and fixing change requests.

    Infrastructure Change User

    The Infrastructure Change Users perform the role of a Change Manager or Change Coordinator within the Change Management process. You should grant these permissions to users who perform the role of a support group lead within the Incident Management process or a problem coordinator role within the Problem Management process, or both, and who might need to modify changes that result from Incidents, Problems, or Known Errors. Additionally, these permissions should be granted to users who perform the role of a Continuity Manager. 

    An Infrastructure Change User who does not have the functional role of a Change Coordinator or a Change Manager for the assigned support group can modify the change request only until the change request is in the Planning In Progress stage (excluding changing the status). To execute the change request (changing the status), the user must have a functional role of a Change Coordinator or a Change Manager for the support group to which the change request is assigned.

    For example, Allen has the functional role of a Change Coordinator for the BackOffice support group.

    • When a change request is assigned to the BackOffice support group for the Change Coordinator Role, Allen can modify the change request and execute it to completion even if he is not directly assigned as the Change Coordinator for that change request. 
    • When a change request is assigned to the FrontOffice support group, Allen can modify the change request only until the change request reaches the Planning In Progress status. 

      Tip

      Editing a change request implies that the change user can edit all the change attributes including the following: 

      • Relationships
      • Impacted Areas
      • Requested For User (Customer Company)
      • Change Location
      • Task
      • Operational/Product Categorization
      • Financials
      • Add Ad-hoc Approvers
      • Business Time Segment 
        The Infrastructure Change User can edit all the change attributes, if business rules allow them. For example, you cannot change the scheduled dates when the change request has reached the Scheduled status.  

      The Infrastructure Change User can edit tasks if this user belongs to the assigned support group for that task, even if the user does not belong to the assigned support group for that change. For example, if Allen does not belong to assigned support groups for a change request, but he belongs to a support group to which the task is assigned, he can edit that specific task (for example, he can add a CI to that task). A task can be edited by any change user if that user is a part of the assigned task group, irrespective of the status of the change request.

    The following table lists the actions that the Infrastructure Change User can perform based on the permissions given to the user.

    Permissions Actions
    The user belongs to the Change Manager, Change Coordinator, or the Change Requester's support group to which the change is assigned The user has the functional role of a Change Manager or Change Coordinator for the assigned support groups The user belongs to the Task Assignee support groups The user can edit the change request till the Planning In Progress stage (before the Planning is completed) The user can execute the change till the Completion stage (change status of the change request) The user can edit tasks beyond the Planning In Progress stage
    Yes Yes Yes Yes Yes Yes
    Yes Yes No Yes Yes Yes
    Yes No No Yes No No
    Yes No Yes Yes No Yes
    No No Yes No No NA
    No No No No No No


    Important

    Users with the Infrastructure Change User permission and Support Group Admin functional role can create or modify support group change templates.

    Users with the Infrastructure Change User permission can perform the following functions:

    Functions
    • Create change request
    • Modify change requests and tasks (with restrictions) based on the following functional roles and support group affiliations:
      • A user with this permission and no Change Management functional role can only modify changes where the user is the Requestor or belongs to the Change Implementer Group.

      • A user with this permission and the Change Coordinator Functional role can only modify changes where the user is the Requestor or belongs to the Change Implementer or Change Coordinator Group, or both.

      • A user with this permission and the Change Manager functional role can only modify changes where the user is the Requestor or belongs to the Change Implementer or Change Manager Group, or both.

    Best practice

    Grant this permission to users performing the role of a Change Manager or Change Coordinator within the Change Management process.

    Also, grant this permission to users who play the role of a Group Coordinator within the Incident Management or Problem Management processes, or both, because they might need to create and modify changes that result from incidents, problems, or known errors.

    Application user license type? Fixed and floating

    Infrastructure Change Submitter

    Users with Infrastructure Change Submitter permission can perform the following functions:

    Functions
    • Create and query all change requests.
    • Add a new work info to the existing change request. 

    Important:

    • Users with these permissions cannot modify change requests.
    • Unlike the Infrastructure Change User, a user with Infrastructure Change Submitter permissions does not need a license to submit the change request.
    Best practice Grant this permission to users who must submit and view change requests. Typically, these permissions are given to problem coordinators and IT specialists, who often create change requests.
    Application user license type? Read

    Infrastructure Change Viewer

    Users with the Infrastructure Change Viewer permission can perform the following functions:

    Functions
    • Query all change requests.
    • View change requests.
    • Add a new work info to the existing change request.

    Important: Users with these permissions cannot submit or modify change requests.

    Best practice

    Grant this permission to users who need read-only access to view change requests. Typically, this permission should be given to most BMC Helix ITSM applications users (that is, users who do not already have the Master, User, or Submitter permissions), so that they will be able to access information about changes being made to their infrastructure. This permission is also required to perform quick searches on existing changes.

    Application user license type? None

    Infrastructure Change Config

    Users with the Infrastructure Change Config permission can perform all change administration functions that include the following four components: 

    Important

    The application user license type for Infrastructure Change Config is fixed and floating.


    Component Functions
    Change Management Configuration
    • Configure the Mid Tier Change calendar
    • Configure the change prioritization values
    • Configure the process flow next stage status transitions
    • Configure the change rules (general field enforcement and notification rules)
    • Configure the change risk factors
    • Configure the change templates
    Foundation
    • Configure the approval process
    • Register applications that will use Command Automation Interface, or CAI (advanced feature)
    • Define commands, command parameters, and command parameter mappings for the CAI (advanced feature)
    • KPI—configure the Mid Tier Flashboards parameters
    • KPIconfigure and register the KPI titles (advanced option)
    Requestor Console
    • Create and update the summary definitions

    Task Management System

    • Configure the task assignment mappings
    • Configure the task group templates
    • Configure the task templates
    • Configure the variable templates

    Best practice

    Grant the Infrastructure Change Config permission to users requiring access to configure the component functions described in the preceding lists. Typically, you grant these permissions to a user performing the role of an Application Administrator.

    Change Management Dashboard User

    Users with Change Management Dashboard User permission can view the Change Management Dashboard form.

    Best practice

    Grant these permissions to users performing the role of a Change Manager or Change process owner.

    Was this page helpful? Yes No Submitting... Thank you

    Comments