This documentation supports the 19.11 version of Remedy Smart Reporting, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product version menu of the documentation at IT Service Management Suite Open link .

Out-of-the-box BMC Change Management reports and dashboards

A change manager can use the following out-of-the-box Remedy Change Management (Change Management)reports and dashboards to understand change activity within the organization. 

Change Management reports

Report nameDescription
Change Analysis by Support Hierarchy

Lists the current status of changes. This report is a bar chart with the following preconfigured drill-down configuration:

  • Top Level - Assigned Support Company
  • Next Level - Assigned Support Organization
  • Next Level - Assigned Group
  • Final Level - Assignee
Change CrosstabLists the Change Status (count) by Company, Service, and Priority along with the drill-down Change Status for the detailed list of changes.
Change Detailed DrillDisplays the default Change Management dashboard.
Change Submission TrendDisplays a trend chart of the changes submitted over time.
Changes By Class TypeDisplays a pie chart of the changes split by Class Type (Standard, Normal, Emergency, Expedited, and so on).
Changes by Requests StatusLists all Change Requests and their status. It also includes details of changes like change type, urgency, status, requester details, and so on. You can filter this report by change status and change start/end date.
Changes By ServiceDisplays a bar chart of the current status of Change classified by Service.
Changes for ServicesHelps you find changes associated with CIs (servers or application).
Incidents Caused by ChangesLists the incidents that are caused by Change Requests.
Upcoming ChangesLists the changes scheduled for the next 48 hours.

Change Management KPI reports

Report name

Description

Change KPI MeterLists the percentage values for Emergency Changes, Unsuccessful Changes, Roll Backed Changes, and Successful Changes against the total number of changes.
Change Request Trend

Displays a trend chart for various Change Management KPIs. The chart includes the following KPIs:

  • Total Changes
  • Open Changes
  • Resolved Changes
  • Emergency Changes KPIs
Change Submission & ClosureDisplays a Bar and Line combination chart for the Number of Changes Submitted versus the Number of Changes Closed. The changes are grouped by support groups.

Change Management dashboards

The Change Management dashboards are built with the following configuration:

Dashboard nameContent categoryContent sub categoryDashboard filtersDescription
Change DashboardBMC Remedy Operational ReportingChange Management
  • Submit Date
    • Default value—Last 3 months

This dashboard includes a list of reports for a Change Management process, for example:

  • Change analysis by Support Hierarchy
  • Change Request Trend over a time
  • Change Crosstab
Change KPIBMC Remedy Key Performance IndicatorsChange KPI
  • Sample Date
    • Stores the data collection date
    • Default value—Last 3 months

This dashboard includes some of the key performance indicators for Change Management, for example:

  • Trend of Change Request over time
  • KPI Meter for Emergency Change Rate
  • Successful Change Rate
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