Benefits of Best Practice view in BMC Change Management
The following table describes the benefits of the Best Practice view in Change Management.
Benefits to the Best Practice view of the Change Infrastructure form
Feature | Best Practice view | Benefits |
|---|---|---|
Assignment | Fields on Main view:
| Key information for managing change requests includes knowing which group and which person is responsible for coordinating the change until it is closed. Best practice recommends that that the change coordinator is the same person who creates the change request. This is why these fields are automatically completed with the submitter's information if that person has the functional role of Change Coordinator or Change Manager. If you leave the fields blank, the Assignment rules determine the field values after the submission. |
Change Location | Fields on Main view:
| Key change request management information includes knowing where the change is coordinated from. The application also uses this field to determine access rights for multitenancy implementations. |
Service | Field on Main view:
| This field was moved to the Main view, because the information it contains is considered key information. Out-of-the-box, the Service field is a required field. This ensures that service awareness is used for routing purposes and metrics can be tracked by the selected Service. However, you can configure the field to not be required. The only services that you can select are the ones that the customer is entitled to see. Entitlement is based on a Used By relationship with the Service and the customer, or the organization to which the customer belongs. |
Template | Field on Main view:
| Adding the Template field to the Main view encourages the use of templates and enables you to search and report on the changes created by template. |
Notes | Field on Main view: | The Notes field contains key change information. |
Class | Field on Main view: | The Class field contains key change information. |
Target Date | Field on Main view: | The Target Date is part of the key change information. The Target Date is the date by when the change must be completed, according to the applicable service level targets. Alternatively, the target date can be a date that is agreed to on an ad hoc basis, per change. |
Change Type | No longer available | This field is not used by the majority of customers, so it was removed from the view. Background processes always set the field value to Change, for workflow purposes. |
Requested By | Fields no longer available | Best practice recommends that you review the related incident requests or known errors, or both, to determine who requested the change, because the change could have been requested by multiple people. |
Requested For | Available as a link under Quick Actions | Non-essential information that is used infrequently is moved to other areas, which provides a more streamlined application. Best practice is to review the related incident requests or known errors, or both, to determine the request originators. |
Change Manager | Fields on Main view (Work Detail tab):
| The Manager Group and Change Manager fields contain key change information. |
Work Info | Fields and table on Work Detail tab (shown initially):
| Key change request information includes Work Info entries. |
Approval | Table on Main view (Work Detail tab) | The Approvers table contains key change information. |
Time Spent | Fields on Date/System tab: | The fields were moved but kept in the view. |
Change Implementer | Fields no longer displayed | These fields are used when the change has no tasks associated with it. The recommended best practice is to always coordinate the implementation of a change using tasks. This is why these fields are not considered essential. |
Operational Categorization | Fields available for quick selection using the Select Operational link under Quick Actions Customers can view all operational and product categorization values using the Categorization links. | Research suggested that most BMC customers use the operational categorization fields only sporadically. This means that even when the fields are completed, they cannot be used for reporting, because they are not consistently completed. Based on this, access to the fields was moved to a tab, which you configure to appear or be hidden, according to your organization's needs. |
Product Categorization | Fields on Categorization tab (if configured to be displayed):
| These fields were moved to the Navigation pane, because using the CMDB is a better way to perform grouping, trending, and assignment. This, and wanting to reduce the registration time of new incident request records, means that now the product categorization is automatically completed based on the product categorization of the related service. |
Classification | Fields on Main view:
| Key information for change requests includes the fields that were moved to the Main view. The Lead Time, Business Justification, Change Environment, and Performance Rating fields are not displayed on the Best Practice view; research showed the majority of customers are not using these fields for reporting or for change resolution. |
Financials | Available as a link under Links | Nonessential information is moved to other areas, providing a more streamlined application. |
Dates | The Date fields are on the Date/System tab, with the exception of RFC Date and In Production Date | The two date fields were not considered essential for change resolution or reporting. |
Next Stage | The Next Stage button was introduced in the Best Practice view | This button was added to increase efficiency. |
Read-only behavior | When the user does not have modify access, the following message is displayed at the top of the form: You do not have permission to modify this ticket. The fields are not disabled or read-only, but the user will not be able to save any modifications | The change aids simplification and enhances performance. |
Vendor | Fields on Main view (Work Detail tab): | The overall number of fields displayed for Vendor assignment has been reduced, and the key fields were moved to the Main view. This was done because they are part of the key information that should be immediately available when reviewing an incident. Additional information can be registered and reviewed in Work Info. |