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BMC Remedy Change Management User Guide Supporting BMC Remedy Change Management

BMC Remedy Change Management User Guide Supporting BMC Remedy Change Management version 7.6.04 January 2011 www.bmc.com Contacting BMC Software You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain information about the company, its products, corporate offices, special events, and career opportunities. United States and Canada Address BMC SOFTWARE INC 2101 CITYWEST BLVD HOUSTON TX 77042-2827 USA Telephone 1 713 918 8800 or 1 800 841 2031 Fax 1 713 918 8000 Outside United States and Canada Telephone +01 713 918 8800 Fax +01 713 918 8000 © Copyright 1996, 1998-1999, 2002-2006, 2009-2011 BMC Software, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. 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From this website, you can ■ read overviews about support services and programs that BMC offers ■ find the most current information about BMC products ■ search a database for problems similar to yours and possible solutions ■ order or download product documentation ■ download products and maintenance ■ report a problem or ask a question ■ subscribe to receive proactive e-mail alerts ■ find worldwide BMC support center locations and contact information, including e-mail addresses, fax numbers, and telephone numbers Support by telephone or e-mail In the United States and Canada, if you need technical support and do not have access to the web, call 800 537 1813 or send an e-mail message to customer_support@bmc.com. (In the subject line, enter SupID:yourSupportContractID, such as SupID:12345). Outside the United States and Canada, contact your local support center for assistance. Before contacting BMC Have the following information available so that Customer Support can begin working on your issue immediately: ■ product information ― product name ― product version (release number) ― license number and password (trial or permanent) ■ operating system and environment information ― machine type ― operating system type, version, and service pack or other maintenance level such as PUT or PTF ― system hardware configuration ― serial numbers ― related software (database, application, and communication) including type, version, and service pack or maintenance level ■ sequence of events leading to the problem ■ commands and options that you used ■ messages received (and the time and date that you received them) ― product error messages ― messages from the operating system, such as file system full ― messages from related software 3 License key and password information If you have questions about your license key or password, use one of the following methods to get assistance: ■ Send an e-mail to customer_support@bmc.com. ■ Use the Customer Support website at http://www.bmc.com/support. 4 BMC Remedy Change Management User Guide Contents About this Book 15 BMC Remedy IT Service Management Suite documents .........................................15 Conventions .....................................................................................................................19 Syntax statements ...........................................................................................................19 Chapter 1 Introducing BMC Remedy Change Management 21 About BMC Remedy Change Management ...............................................................21 BMC Remedy ITSM usability enhancements .............................................................22 What's new in BMC Remedy Change Management ......................................26 Where to find features and fields that have moved .......................................26 Process flow and the stages of a change request ........................................................28 Change Request form views .........................................................................................32 Best Practice view—Change Request form ......................................................32 Classic view—Change Request form ...............................................................34 Calbro Services sample data .........................................................................................35 User roles in the change request lifecycle ...................................................................36 Additional Change Management user roles ....................................................40 SMPM user roles ..................................................................................................43 Change request lifecycle ................................................................................................47 User scenarios ..................................................................................................................50 Calbro Services .....................................................................................................50 BMC Remedy Change Management user scenarios .......................................51 Chapter 2 Introducing Release Management 59 About Release Management ........................................................................................59 Milestones in the release request lifecycle ..................................................................60 Release Management form views .................................................................................65 Best Practice view—Release Request form ......................................................66 Classic view—Release Request form ................................................................67 Best practices for managing release requests - Using this guide .............................68 User scenarios ..................................................................................................................70 BMC Remedy Release Management use cases ................................................71 Chapter 3 Using the Change Management Console and the Change form 75 About the IT Home Page ...............................................................................................75 Configuring the IT Home Page ..........................................................................78 Contents 5 Navigating consoles, forms, and modules .................................................................79 Using Global search ........................................................................................................82 User interface standards for field labels ......................................................................83 Icons used in the interface .............................................................................................84 Change Management Console functional areas .........................................................84 Change Management Console ...........................................................................85 Tooltip data shown in consoles .........................................................................90 Company and Console View .............................................................................91 Change form functional areas .......................................................................................92 Chapter 4 Using the Release Management Console and the Release form 99 Release Management Console functional areas .........................................................99 Release form functional areas .....................................................................................104 Activity form functional areas ....................................................................................109 Chapter 5 Change Manager role 111 Working as a change manager ...................................................................................111 Using the Change Management Console as a change manager ............................113 Initiate stage - Creating change requests ...................................................................113 Creating a change request at the initiate stage—Best Practice view ..........114 Creating a change request at the Initiate stage — Classic View .................118 Adding Requester information ........................................................................124 Adding classification information ...................................................................126 Adding vendor information .............................................................................129 Recording activities for a change request .......................................................130 Creating emergency change requests .............................................................133 Atrium Impact Simulator analysis for change requests ...............................134 Creating a change request from Atrium Impact Simulator .........................135 Modifying change requests - Additional information you can enter ........138 Review and Authorize stage - Risk and impact analysis ........................................139 Risk assessment ..................................................................................................140 Specifying risk level at the Review and Authorize stage .............................142 Computing risk levels .......................................................................................142 Planning dependencies for change requests ..................................................143 Risk Recalculation ..............................................................................................144 Approvals - Approving change requests ..................................................................144 Understanding the change management approval process ........................146 Approving or rejecting requests ......................................................................147 Performing additional approval functions ....................................................147 Viewing change requests awaiting approval .................................................148 Viewing approvers for a change request ........................................................148 6 BMC Remedy Change Management User Guide Plan and Schedule stage - Planning the change request .........................................149 Planning the change request at the Plan and Schedule stage ......................150 Closed stage - Completing change requests .............................................................153 Closing a change request ..................................................................................155 Creating change requests as rollbacks ............................................................156 Working with reassignment requests .............................................................156 Registering time segments ...........................................................................................157 Registering unique business events and operational categorizations ......158 Registering time segments for CIs - Creating a blackout schedule ............164 Understanding server time, time zones, and time segments ......................169 Using Schedule Assist to search for available times ................................................170 Detecting CI collisions between change requests ....................................................176 Monitoring the progress of a change request ...........................................................179 Monitoring associated tasks .............................................................................181 Viewing the audit log ........................................................................................181 Viewing affected areas ......................................................................................182 Working with costs .......................................................................................................183 Calculating the costs of a change request .......................................................185 Using auto-cost estimates .................................................................................185 Allocating costs to configuration items ..........................................................186 Performing additional functions with costs ...................................................188 Using BMC Service Level Management with BMC Remedy Change Management ..................................................................................................................188 Viewing service targets in BMC Remedy Change Management ................189 Creating service targets for a change request ................................................192 Using the Change Calendar ........................................................................................194 Tooltip data shown in Change Calendar .......................................................196 Filtering criteria in the Change Calendar .......................................................197 Viewing change requests ..................................................................................200 Viewing uploads/Management/ cm-user-guide.pdf