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. 

Developer

Integrates external applications with Change Management and Release Management by using web services.

Approver

  • Approves or rejects the assigned change requests.
  • Manages 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.

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.

Task Implementer

Performs the tasks associated with a change request. 

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

Role

Goals and features

Reference

Release Manager

Creates release request.

Release Coordinator

  • Plans the release
  • Builds and tests the release

Approver

Approves the release request.

Task Implementer

Implements the release tasks. 

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*