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-roles-and-permissions

Task-Management-permissions

The following table describes the user goals and features of a change request:

A change agent plays the role of a user, developer, approver, and so on.

Role	Goals and features	Reference
User	Creates and manage changes requests. Manages tasks.	Managing-change Managing-tasks
Developer	Integrates external applications with Change Management and Release Management by using web services.	Developing
Approver	Approves or rejects the assigned change requests. Manages approvers.	Approving-change-requests-in-the-Approval-stage Managing-approvers
Change Coordinator	Determines who can be assigned as the Change Coordinator for a given change request. Responsible to create, plan, implement, track, and close changes related to services that the support group is responsible for.	Implementing-change-requests-in-the-Implementation-stage
Change Manager	Determines who can be assigned as the Change Manager for a given change request. Understands infrastructure and must know the details of what is to be changed.	Analyzing-the-risk-and-impact-of-change-requests-in-the-Review-and-Authorize-stage Completing-and-closing-a-change-request-in-the-Closed-stage Monitoring-the-progress-of-a-change-request
Task Implementer	Performs the tasks associated with a change request.	Managing-tasks

The following table describes the user goals of a release request:

Role	Goals and features	Reference
Release Manager	Creates release request.	Creating and modifying a release request
Release Coordinator	Plans the release Builds and tests the release	Managing-a-release-plan Creating and modifying a release request
Approver	Approves the release request.	Approving-a-release-request
Task Implementer	Implements the release tasks.	Managing-a-release-plan

User goals and features

On this page