Overview of change management
IT Infrastructure Library (ITIL) specifies that the primary objective of Change Management is to enable beneficial changes to be made, with minimum disruption to IT services. As your organization grows and matures, establishing a process for how you deal with change can translate into time and cost savings throughout your organization. Recognizing this need, Change Management provides the framework that you can use to define a change process that suits your specific business needs. Change Management allows you to make changes in a controlled way, reduce the risk to timely delivery of services, and align with business objectives.
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Overview of managing changes
When you discover a problem in your IT system due to recurring incidents and investigate the problem, you must identify the changes that to be made to permanently work around or solve the root cause. Creating a problem helps an IT organization to get to the root cause of incidents. You can create a problem and link the incidents that have led to the discovery of the problem. Additionally, you can link the configuration items that are impacted by this problem and the tasks and change requests that must be completed to resolve the problem.
When you create a change request, service outages marked as blackout periods may exist between the selected Scheduled Start and Scheduled End dates of the change request. You can view the service outages from the change schedule. By default, you cannot create change request by overriding conflicting service outages which are marked as blackout periods. However, depending on how the system administrator has configured your user settings, you may be able to create emergency change request by overriding conflicting service outages.
After you create the change request, you must link the configuration items that are impacted by this change request. Additionally, link the incidents and problems that have caused this change request and the tasks that must be completed to complete this change request. Then, assign the change requests to assessors. Based on the assessments for the change requests, you can for submit the change requests for approval.
BMC Remedyforce has integrated the Salesforce.com approval process with its change requests. When you submit the change request for approval, the change request is assigned to the assigned approver who is defined in the Salesforce.com approval process and an email message is sent to the approvers defined in the approval process. If you have assigned another staff member as your delegated approver, you must forward your approval email messages to the delegated approver. The approver can approve or reject the change request by clicking the link in the email and updating the change approval record or replying to the email with APPROVE, APPROVED, YES, REJECT, REJECTED, or NO in the first line of the email message.
If the change request is approved or rejected, you can complete it and close the change request.
Process flow for managing changes
This section describes the process flow used by BMC Remedyforce to address your change management needs. The general process flow for change management is:
Roles involved in managing changes
When managing the change process, multiple roles are involved. The following table provides a list of those roles:
Videos related to Change Management in BMC Remedyforce
The following videos provide overview of Change Management in BMC Remedyforce.
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