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.

Performing changes that require approval

The following business scenario explains how to perform changes that require approval.

Scenario

Apex Global has discovered that one of their critical servers is almost reaching capacity. They must replace the server with a model that has more capacity. Mary Mann, the change coordinator, schedules and plans the change request. Ian Plyment, who part of Mary's Front Office Support team, then implements the tasks in the change request.

The Apex Global business process has predefined that this type of change request requires standard approvals to move the project forward.

Workflow

The following table describes the typical steps involved in this user scenario.

Role

Actions

Explanation

Change coordinator

The change coordinator creates a change request from BMC Atrium Impact Simulator:

  1. From the Change Management console, the change manager opens Atrium Impact Simulator.
  2. The change coordinator adds CIs to the simulator and runs the simulator.
  3. The change coordinator then relates a new change request to the CI.

Mary Mann, the change coordinator, runs a simulated impact analysis on the CI. She verifies what devices and applications in the network would be affected if she takes the server offline. Mary then creates a change request from the BMC Atrium Impact Simulator. The CI is automatically related to the change request.

Change coordinator

  1. In the Change form, the change coordinator selects the Install Server Hard Drive template.
  2. The change coordinator moves the change request to the next stage and completes the required information.

Mary uses a predefined change template that supports the business process and accelerates the change request process. It prepopulates fields on the change request with information.

This change template also includes a predefined Task Group template (Upgrade Server Hard Drive). The Task Group template contains three predefined Tasks Templates that are individual work items.

Change coordinator

The change coordinator schedules the change request and runs collision detection:

  1. The change coordinator views the calendar and checks for possible conflicts.
  2. The change coordinator enters the scheduled dates. The change coordinator might use the Schedule Assist tool to search for available times.
  3. To check whether other change requests are scheduled to work on the CI at the same time, the change coordinator runs Collision Detection.

Mary opens the change calendar to see if there are any conflicting change requests or business events. She uses the Schedule Assist tool to schedule the start and end dates. Mary then determines whether this change request collides with other changes.

Change coordinator and change manager

The change coordinator adds task assignments:

  1. On the Change form, the change manager relates the Upgrade Server Hard Drive task group template to the change request.
  2. The change manager views the details of the task. The change manager views the task flow of the task group.
  3. The change manager moves the change request to the Scheduled For Review stage.

Mary adds the task and task assignments. She then views the tasks relates to the change request and makes adjustments if needed. A predefined process is already set up for this type of change, which speeds up the planning and process.

Mary sees that Ian Plyment has been predefined as the task implementer assigned to work on this change.

Mary has additional opportunity to review change plans, schedules, and so on.

Change approver

From Approval Central, the change approver approves the change request.

If approvers are mapped to any approval phases, the change approver must approve the change to move it forward. Otherwise, the change manager can move the change request to the next status.

Change manager

  1. The change manager reviews task assignments and makes any necessary changes.
  2. The change manager moves the change request to the Implement stage.

When the change request reaches the Implement stage, the task moves to Assigned status and the task implementer can start working on the first task.

Task implementer

The task implementer completes the Backup System task:

  1. From the Change Management Support console, the task implementer searches for assigned tasks. The task implementer views the Backup System task, and relates the server CI to the task.
  2. After performing the task, the task implementer records information about performing the task and changes the status to Closed.

Ian Plyment, the task implementer, opens the first task in the task group, relates the server CI to it, and then completes the task.

Task implementer

The task implementer completes the Uninstall Hard Drive task:

  1. From the Change Management Support console, the task implementer searches for assigned tasks. The task implementer views the Uninstall Hard Drive task, and relates the server CI to the task.
  2. After performing the task, the task implementer records information about performing the task and changes the status to Closed.

Ian opens the second task, relates the server CI to it, and then completes the task.

Task implementer

The task implementer completes the Install Hard Drive task:

  1. From the Change Management Support console, the task implementer searches for assigned tasks. He views the Install Hard Drive task, and relates the server CI to the task.
  2. After performing the task, the task implementer records information about performing the task and changes the status to Closed.

Ian opens the third task, relates the server CI to it, and then completes the task.

When the last task is closed, the status of the Upgrade Server Hard Drive task group changes to Closed.

Change coordinator

The change coordinator completes the change request:

  1. The change coordinator moves the change request to the Closed stage.
  2. The change coordinator enters the actual dates of the change.

Mary completes and closes the change request.

 

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