This documentation supports the 20.02 version of Remedy Change Management.To view an earlier version, select the version from the Product version menu.

Additional Change Management user roles

There are some additional Change Management user roles that also have important responsibilities in typical companies. For more information about permissions and roles, see User-permissions.

Change implementers are support people or groups responsible for change requests that do not require tasks. You can designate a member of your support staff as a change implementer in the Change form.Change implementer

Important

The Change Implementer field is not present when using the Best Practice view in Change Management. One or more tasks must be associated to a change request for actual activities that need to be completed.

Change implementers have their own assignment fields in the Change form when using the Classic view. The changes assigned to the change implementer can be any type of routine activity that must be accomplished, for example:

  • Reviewing the weekly error log report
  • Rotating a backup tape
  • Turning off the server room lights
  • Replacing an office chair

Change implementer

change-implementer_61548_516.gif

 

Important

If a change request includes one or more related tasks, the Change Implementer fields do not appear on the Assignment tab.

For more information, see Assigning-changes-to-change-implementers.

Change approvers and the CAB

According to ITIL recommendations, the Change Advisory Board (CAB) should approve all changes to the IT infrastructure. The CAB is a cross-functional group that is set up to evaluate change requests for their business need, priority, cost benefit, and other potential impacts to systems or processes. In BMC Change Management, approvers are notified of change requests that require their review.

Important

No change approvers are mapped out-of-the-box for Calbro Services. Your application administrator must configure them. As a result, if you move a change request through its lifecycle and you arrive at an approval phase, you simply need to move the change request forward. If an approver has been mapped for an approval phase (for example, Review), click the Approver tab in the Classic view or check the Approvers table on the Work Detail tab in the Best Practice view, to review who must approve the change request to move it forward. For more information, see the Approval-mappings.

The change approver requires the following permissions and functional roles:

  • Explicit change permission is not needed for access to change approval records. But only people defined within the People form can be chosen as approvers.

    Important

    The minimum permissions in Change Management to approve change requests is Infrastructure Change Viewer. Users with this permission can view change requests in the Change form, but they must use Approval Central to approve them.

  • The Change Approver functional role is required to create an Approval mapping record for the users. The Change Approver functional role is also required to approve or reject changes on behalf of the approver support group.
  • Users with the Change Manager or Change Coordinator functional role can approve changes on behalf of their support group if they are defined as alternate approvers or as a global approver.

For information about the approver role and step-by-step procedures associated with approvers, see Working-with-BMC-Change-Management-as-an-approver.

Company executives

Company executives such as CIOs can use BMC Change Management consoles to understand trends relating to change configuration management, and take appropriate action to balance the flow.

For example, CIOs can use the BMC Change Management Dashboard to view important data points in an easy-to-read graphical display. They can select appropriate flashboards to appear on the Dashboard, with a time period that applies to all flashboards. CIOs can also use the Change Calendar to manage change and release activities. Executives can see a holistic picture of changes occurring in the enterprise, and associated business activities or events. Some of this information comes from the BMC Change Management application and some through referencing objects in the BMC Atrium CMDB.

For more information, see Change-Management-Dashboard and Using the Change Calendar.

Application administrator

The responsibilities of the application administrator, also known as the change administrator, might include installing and licensing the application, and configuring it to meet the organization's business needs. Some of the configuration tasks include:

  • Creating and maintaining change request and task categorization
  • Defining and adding members to support and general staff notification groups in the People form
  • Assigning licenses
  • Configuring approvals, risk, cost, templates, assignments, and change settings

For more information about configuring the BMC Change Management application, see Configuring-after-installation.

 

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