This documentation supports the 20.02 version of Remedy with Smart IT.

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Learning about Change Management

Remedy with Smart IT provides a planning, scheduling, implementing, and change-tracking interface that is simple to learn and use, collaborative, and available on mobile devices. This topic describes how users in your organization can use Smart IT to create change requests and manage them throughout their lifecycle.


The following video (4:40) describes key benefits of Change Management in Remedy with Smart IT.

Process overview

Stages in the lifecycle of a change request

Smart IT helps you manage change requests through the following phases:

Initiate and record

When you initiate a change request, you must record essential information about the change, such as its class (standard, normal, no impact, emergency, expedited, latent), affected configuration items (CIs), scheduled dates, risk level, and supporting documents. Smart IT provides a wizard-like interface for creating change requests. The wizard helps you provide essential information. Some fields are filled in automatically for you, even if you do not use a template. For example, the system assumes that you are requesting the change for yourself, and the company and location information defaults to your company and location. If you have the role of Change Coordinator in your support group, you are automatically assigned as the change coordinator for the change request. If you use a template, values in the template take precedence over system defaults.  For more information, see Creating and managing change requests.

Review and authorize

Designated approvers can review change request details and approve or reject the change by using Smart IT. For more information, see Reviewing and approving release tickets.

Plan and schedule

Smart IT can help you plan when to make the change. The dates you choose should avoid conflicts with other change requests that are related to the same CIs and scheduled during the same time frame. In Smart IT, you can run impact analysis and collision detection for a change request. These functions help you identify all impacted CIs, and then manage any conflicts with other change requests and outages that affect the same CIs. The universal client also includes a change calendar that shows collisions in a graphical format. For more information, see Managing change request collisions in Smart IT.

Screenshot of the Create Change Request on the Dates tab shows a collision for the selected dates

When you schedule the change, plan for any needed outage. You can link outages to the change request, by relating an existing outage or creating a new outage (see Relating items to the current ticket ).


The process to implement a change involves a set of tasks. A task represents a specific set of steps and is assigned to a task implementer. The task implementer can locate the assigned tasks in Ticket Console. If you use a change template to create a change request, the tasks that are needed to complete the change are automatically included. After the change is initiated, you can also add and assign tasks by using task and task group templates, or by adding ad hoc tasks. For more information, see Adding tasks to tickets in Smart IT.

Complete and close

In Smart IT, the change request lifecycle is managed through status transitions. When all of the tasks are completed, the change request status changes to Completed. After recording the actual dates for the change and entering any final notes, you can set the status to Closed.

Testing your knowledge

Check your knowledge. See if you can answer each question. Click the questions to view the answer.

Change requests can require any combination of the following approvals:

  • Review approval, after the change request is initiated
  • Business approval, before planning and scheduling begin
  • Implementation approval, before task implementers start to implement the change
  • Close down approval, after the task implementers complete their work
The wizard helps you provide information that is essential to the change request. Some fields are filled in automatically for you, such as your company and location.
The process to implement a change involves a set of tasks. A task represents a specific set of steps and is assigned to a task implementer.

Do you want to learn more?

For information about tickets in Smart IT, including change requests, see Overview of information displayed on a ticket in Smart IT and Viewing and updating tickets.

For information about impact analysis, see Determining the impact of changes in Smart IT.

For information about the different types of records that you might relate to a change request, see The page _SmartIT_Remedy_common_LinkLibrary was not found  -- Please check/update the page name used in the MultiExcerpt-Include macro.

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