Performing a standard change

The following business scenario explains how to perform a standard change.

Scenario

Joe Unser is an employee at Calbro Services. To improve the performance of his laptop, he needs an additional 3 GB of memory added. He submits a request to install memory for his laptop.

The Calbro Services business process has predefined that this type of change request does not require the standard Review and Business Approval processes. Mary Mann is the change coordinator at Calbro Services. Mary schedules and plans the change request. Ian Plyment, who is part of Mary's Front Office Support team, implements the change request.

Workflow

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

Role

Actions

Explanation

Customer

On the Requester console, the customer creates a service request to install hardware.

Joe Unser, the customer, uses the predefined menus to select the appropriate item and enter more information. His selection drives the predefined process to create the change request. This request is a standard change that is pre-approved and does not require any formal approvals.

If Calbro Services has BMC Service Request Management, the business user creates the request from BMC Service Request Management, instead of from the Requester console.

Change manager

The change manager views the change request:

  1. On the Change Management console, the change manager searches for all open changes.
  2. The change manager views the Install Hardware change request.

Mary Mann, the change manager, logs in and views all open change requests in the Change Management console. This type of change request involves minimal risk. This request is pre-approved and does not require any formal approvals.

Change coordinator

The change coordinator schedules the change request:

On the Change form, the change coordinator specifies the scheduled dates for the change request.

Mary Mann schedules the change request.

Change coordinator

The change coordinator relates the CI to the change request:

On the Change form, the change coordinator searches for the laptop CI and relates it to the change request and specifies the Installs relationship type.

The change coordinator relates the CI to the change. The change coordinator then creates a task to add the laptop memory and assigns the task to the task implementer.

Change coordinator

The change coordinator creates tasks:

  1. On the Change Management console, the change coordinator searches for all open change requests and opens the change request.
  2. On the Change form, the change coordinator moves the change request to Implementation in Progress.
  3. The change coordinator relates the Install Memory task to the change request, and makes sure that it is assigned to the task implementer.

The change coordinator creates a task to add the laptop memory and assigns the task to the task implementer (Ian Plyment).

Task implementer

The task implementer completes the tasks and then closes them:

  1. From the Change Management console, the task implementer searches for assigned tasks.
  2. After completing the tasks, the task implementer records information about performing the task and changes the status to Closed.

In the Implement stage, the task moves to Assigned status and Ian Plyment, the task implementer, can start working on the task. When the Ian finishes the task, he sets its status 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 Mann, the change coordinator, can now close the change request.

 

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