Implementing change requests

In the Implementation stage, the change coordinators take over responsibility of working on the change request according to the approved dates and plans. Change coordinators are support staff members with specialized abilities who handle the details of the change request.

To implement change requests

Change coordinators frequently exercise lead responsibilities based on factors such as location, skill set, troubleshooting skills, difficulty of the change request, and company (if you are a service provider). In large companies, the change manager would be responsible for the overall changes such as scheduling, but the change coordinator would perform the day-to-day management of the change request process. For example, building and reviewing change plans, managing the change implementer, and making sure that the change proceeds in a timely fashion.

For more information, see Implementing change requests in the Implementation stage in theBMC Helix ITSM: Change Management online documentation portal.

To move a change request to the Implementation stage

You can move an already created change request to the Implement stage.

For more information, see Moving a change request to the implementation stage in theBMC Helix ITSM: Change Management online documentation portal.

To roll back a change request

If the actions associated with a change request need to be reversed, your support staff and managers can identify the request as needing to be rolled back. This means that the impacted systems need to be restored to their previous state before the change request was implemented. The status of a change request must be Implementation In Progress for you to identify it as a rollback.

For more information, see Rolling back a change request in theBMC Helix ITSM: Change Management online documentation portal.

To track and manage efforts for a change request

You can track the time spent working on a change request after it has been fully assigned. The Support Company, Support Organization, Support Group, and Change Coordinator must be set before you can use the Start Clock and Stop Clock buttons.

For more information, see Tracking and managing efforts for a change request in theBMC Helix ITSM: Change Management online documentation portal.