This documentation supports the 21.05 version of BMC Helix ITSM: Change Management. To view an earlier version, select the version from the product version menu.

User goals and features

The following table describes the types of users (roles) who work with BMC Helix ITSM: Change Management, their goals, and the features that help each user achieve those goals. The responsibilities of these user roles can vary from organization to organization, and in some organizations, one person might fulfill several roles.

For information about the access permissions needed to fulfill these roles, see Roles-and-permissions-in-Change-Management. 

Related topics

Change-management-permissions

Release-Management-permissions

Task-Management-permissions

User

Goals and features

User

Create and manage change requests. For more information, see Managing-change.

Manage release requests. For more information, see Managing-release.

Manage tasks. For more information, see Managing-tasks.

Developer

Use web services to integrate external applications with BMC Helix ITSM: Change Management and Release Management. For more information, see Developing.

Infrastructure Change Approver

Determine who to select as an approver when the approver has been defined as a member of the support group. Used by the approval process. 

Infrastructure Change Coordinator

Determine who can be assigned as the Change Coordinator for a given change request. Used by the Change Management application.

Infrastructure Change Manager

Determine who can be assigned as the Change Manager for a given change request. Used by the Change Management application.

Change Coordinator

Responsible to create, plan, implement, track, and close changes related to services that the support group is responsible for.

Change Manager

Has a complete overview of the infrastructure and must know the details of what is to be changed.

Task Implementer

Perform the tasks associated with a change request. This role can be a support staff member or a group.

 

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