Managing change

• Accessing and navigating the Change tickets
• Viewing key metrics on the Change Management Dashboard

• Change control process flows
• Impact, urgency, and priority criteria for change requests
• Plans for change requests dependencies
• Stages of a change request

• Analyzing the risk and impact of change requests in the Review and Authorize stage
• Approving change requests in the Approval stage
• Approving change requests in the Close Down Approval stage
• Assigning and reassigning change requests
• Completing and closing a change request in the Closed stage
• Creating and updating records by using email
• Creating change requests in the Initiation and Recording stage
• Defining and managing relationships
• Implementing change requests in the Implementation stage
• Monitoring the progress of a change request
• Planning change requests in the Assessment, Planning, and Scheduling stage

• Creating a CI
• Managing bulk inventory items and other configuration items
• Relating items to the change request

• Managing the cost of change
• Registering time segments in Change Management
• Scheduling changes by using the Calendar

• Change notifications
• Defining and sending reminders
• Sending messages related to records

• Creating and viewing service targets for change requests
• Creating and viewing service targets for release requests

The following topics related to accessing and navigating the consoles are in the BMC Helix ITSM online documentation:

Managing your work by using Ticket Console

Searching for records in the application consoles

Managing and tracking work assignments

• Creating and updating records by using email
• Defining and sending reminders
• Managing the cost of change

The following topics are in the BMC Helix ITSM online documentation:

Setting up the IT Home page

Receiving BMC Helix ITSM broadcasts in RSS Feeds and on Twitter

Viewing CI and service relationships in the Service Context

Broadcasting messages

Tracking work history with Work Info logs