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Change Lifecycle Automation use case

Each use case has a Universal Modeling Language (UML) robustness diagram associated with it. A robustness diagram depicts the core components of a system and how the components communicate or collaborate with one another to satisfy a use case. Arrows between the components indicate the flow of information between the components.

The following symbols are used:

Symbol

Meaning

Actor — User role that interacts with a component in the system

Boundary — Component that represents an interface with which Actors interact

Entity — Domain objects within the system that typically present a persisted state of that object

Control — Components that connect Boundary and Entity components and implement some logic to manage the interaction between them

The goal of the Change Lifecycle Automation use case is to illustrate how change requests are initiated and managed through fulfillment.

This use case has the following steps:

  1. To provision a new change request, a user uses BMC Service Request Management (SRM). For purposes of this use case, BMC Service Request Management comprises seven key components — Service Request Portal, Service Fulfillment Engine, Service Catalog, BMC Change Management, Task Management System, BMC Asset Management, and BMC Atrium CMDB. A user, using the Service Request Console, selects a service offering that represents the provisioning of a virtual system and associated software. Depending on how the service request has been configured, the user might be asked a series of questions regarding such things as server capacity or software to be deployed.
  2. When the user submits the request, it is passed to the Service Fulfillment Engine.
  3. The Service Fulfillment Engine invokes BMC Change Management, passing all required information. A change request is created with data values transferred from the service request through the Service Fulfillment Engine.
  4. Alternatively, IT Support users can create change requests directly through the Change Management Console or through the Incident and Problem Management functions of BMC Service Desk.
  5. Change approvals are processed within the BMC Change Management process workflows. Changes might be pre-approved or might require approval.
  6. Within BMC Change Management, the change request acts as the parent object to the tasks that are associated to the change request using the Task Management System. Once a change request is set to the Scheduled status, the initial sequence of tasks is activated for implementation.
  7. Tasks are processed in a serial, parallel, or successor-predecessor relationships. Tasks can be integrated to external systems via the CAI Integration Subsystem. For example, mechanisms as basic as scripts or as robust as BMC Atrium Orchestrator can be leveraged to integrate individual tasks with external fulfillment systems such as BMC BladeLogic.
  8. Tasks can include activities to update the CMDB or Asset attributes through BMC Asset Management.
  9. When all tasks are completed, the parent change request is completed.

Related topic

Approvals - Approving change requests

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Comments

  1. Leonard Warren

    Suggested changes to the Diagram: 1. One can create a Change request from the IT Home Page and IT Overview Console - which is not depicted in the diagram. 2, Today, customers rarely use SRM to generate a Change Request because of its complexity. Best to have them generate an Incident Request for User Service Request and then have the Support Group define whether or not to generate a Change. Overall, I would suggest removing SRM from this diagram altogether. 3. There is not an icon for Approval requirements being done in the diagram. Should have a link to display this taking place as it is generally done for all but latent changes. 4. There is not an indication that an Asset Manager can generate a Change Request - which they can - from a CI.

    Jan 05, 2018 07:19
    1. Jyoti Nerkar

      Hello Leonard,


      Thank you for your suggestions. I had a discussion with the R&D team and got these point clarified. Here is the reply:

      1. One can create a Change request from the IT Home Page and IT Overview Console - which is not depicted in the diagram.
        • Creating change request from IT Home page and IT  Overview Console is depicted in the diagram. for the IT Support Support USer.
      2. Today, customers rarely use SRM to generate a Change Request because of its complexity. Best to have them generate an Incident Request for User Service Request and then have the Support Group define whether or not to generate a Change. Overall, I would suggest removing SRM from this diagram altogether.
        • Creating a change request from an Incident Request for User Service Request using Service Desk is also shown is the diagram.
      3. There is not an icon for Approval requirements being done in the diagram. Should have a link to display this taking place as it is generally done for all but latent changes.
      4. There is not an indication that an Asset Manager can generate a Change Request - which they can - from a CI.
      Aug 22, 2019 12:10
  2. Leonard Warren

    Number 6 is miss-leading. It states, "Within BMC Change Management, the change request acts as the parent object to change tasks that are created through the foundational Task Management System. When the change request is approved, tasks are activated." Tasks are activated when the Change is set to "Scheduled" status (provided Task Phase Management is not implemented - which I am referencing this statement with Task Phase Management not being implemented.) - not when there is an approval. One can bypass the Implementation Approval Stage to trigger the Tasks. Plus, tasks are not activated when approval for Review, Business Approval or Close Down approvals are approved. Suggest, "Within BMC Change Management, the change request acts as the parent object to tasks that are associated to the change using the Task Management System. Once a Change Request has been set to "Scheduled" status, the initial sequence of task(s) are then activated for implementation."

    Jan 05, 2018 07:24
    1. Jyoti Nerkar

      Hello Leonard,


      Thanks for pointing this. The topic is updated accordingly.

      Regards,

      Jyoti

      Aug 22, 2019 12:41
  3. Leonard Warren

    Question related to number 8: It states, "Tasks can include activities to update the CMDB or Asset attributes through BMC Asset Management or through the Asset Inventory component of BMC Change Management when BMC Asset Management is not present." When can you NOT have Asset Management implemented or present in today's BMC ITSM environment? You can do this if you install BMC Atrium CMDB as a standalone but I am not seeing where Asset Inventory is available with Change Management in today's ITSM environments.

    Jan 05, 2018 07:26
    1. Jyoti Nerkar

      Hello Leonard,

      Thanks for pointing this. The topic is updated accordingly.

      Regards,

      Jyoti

      Aug 22, 2019 12:41