Remedy ITSM 7 Change User Guide Ver 1.0

REMEDY ITSM 7.
0
User Guide
Volume 1 Infrastructure Change Basics
UCSF - OAAIS Customer Support Services

June 2009
Version 1.0
TableofContents TOC
Table of Contents
Chapter 1 - About Remedy ITSM Infrastructure Change .............................1 Dependencies and sequences in changes and tasks .........................2 Approvals .........................................................................................3 Risks and impact analysis ................................................................4 Cost analysis and management ........................................................4 Reporting..........................................................................................4 User Roles Requester ....................................................................5 User Roles Change manager ........................................................5 User Roles Change assignee.........................................................5 User Roles Change/Task implementer ..........................................6 Approvers .........................................................................................7 Process flow and the status of a change request .............................8 State transition of change request..................................................10 Additional status values for change requests.................................12 Steps in the life cycle of a change request .....................................13 Chapter 2 - Opening the Application .................................................................16 Login (website)...............................................................................16 Login (desktop application) ...........................................................16 Trouble Logging In ........................................................................17 Chapter 3 - Introduction to the IT Home Page .................................................18 Quick Links ....................................................................................18 Chapter 4 Overview and Change Management Consoles .............................20 Open the Overview Console...........................................................20 Using the Assigned Work table ......................................................21 Creating Records from the Overview Console ..............................22 Searching for Records from the Overview Console .......................22 Open the Change Management Console........................................23 My Console Functions ...................................................................24 Chapter 5 - Defining a New Infrastructure Change Request ..........................29 Opening a New Change .................................................................29 Using a Template ...........................................................................30 Filling Out an Change without a Template ...................................31 Upper Section.................................................................................31 Requester tab .................................................................................32 Classification tab ...........................................................................33 Work Info tab .................................................................................35 Searching Work Info ......................................................................37 Tasks tab ........................................................................................38 Assignment tab ...............................................................................38 Relationships tab............................................................................40 ii
TableofContents TOC SLM tab ..........................................................................................40 Dates tab ........................................................................................41 Migration tab .................................................................................42 SDLC tab........................................................................................42 Chapter 6 Working with Infrastructure Changes Requests .........................43 Searching your records ..................................................................43 Using the Advance Search feature .................................................44 Searching all records .....................................................................45 Recording Time (Effort) .................................................................47 Appendix A Status Transitions ........................................................................49 Steps 1-8 .........................................................................................51 Steps 9-16 .......................................................................................52 Steps 17-19 .....................................................................................53 Appendix B Quick Reference Guide ...............................................................54 Requester creates the ticket ...........................................................55 Change assignee updates the ticket ...............................................56 Change implementer updates for CAB ..........................................56 Change implementer updates for production move and closure ...57 Support..................................................................................................................58
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AboutRemedyITSMInfrastructureChange Chapter1
Chapter 1 About Remedy ITSM Infrastructure Change

This user guide will introduce you to using the Infrastructure Change module of Remedy IT Service Management (ITSM) version 7.0 from the Support Staff perspective. The BMC Remedy Change Management application provides a system of planning, scheduling, implementing, and tracking changes that need to be completed within your organization. Change Management 7.0 has updated the service management processes for superior ITIL alignment. Change Management works in conjunction with the BMC Remedy Approval Server and integrates with other Remedy applications including: BMC Remedy Incident Management BMC Remedy Problem Management BMC Remedy Asset Management BMC Remedy Service Level Management (SLM) Using Change Management in combination with these BMC Remedy applications enables you to assess the scope of the change, analyze the costs associated with the change (in terms of time and expense), perform impact and risk analysis, and schedule the resources needed to complete the change. Using the SLM application enables you to define service targets and measure the efforts of your support staff as they implement the changes. With Change Management, you already have access to the task management system, which is installed and integrated as part of the application set. The Change Management application has the following additional features that the Task module does not have: Dependencies between change requests, and a definable sequence with enforcement Approval processes for change requests Risk and impact analysis Cost analysis and management functionality Expanded set of predefined reports The following sections provide detailed information about these features.
Dependencies and sequences in changes and tasks

In the task management system integration with Change Management, all tasks belonging to a change request are related to one another through their association with the parent change request. You use Change Management to set dependencies among the tasks associated with a change request. You can also use Change Management to set dependencies among change requests. Sequencing change requestsIn Change Management, you can assign change requests a sequence number that determines dependencies among the change requests. Change requests with a lower sequence number must be completed before those with higher numbers can be completed. You are warned if you try to complete dependent change requests out of sequence. More than one change can have the same sequence number; changes with the same sequence number are considered peers. Important: Your application administrator can configure the level of enforcement of the change dependency rules. For example, Change Management can be configured so that users see an error, not just a warning, if they complete changes out of sequence. When sequence numbers are assigned to change requests, the changes must be completed in numerical order. For example, a change with the sequence number 3 can be completed only after all changes with sequence numbers 1 and 2 are completed. Peer changes can be completed in any order among themselves. Sequencing tasksWhen you include tasks in a change request, the tasks are automatically assigned a sequence number, in the order in which they are added. Tasks with lower sequence numbers must be completed before those with higher numbers can be completed. More than one task can have the same sequence number; tasks with the same sequence number are considered peers. Tasks must be completed sequentially. For example, a task with the sequence number 3 can be completed only after all tasks with sequence numbers 1 and 2 are completed. Peer tasks can be completed in any order among themselves. When the change requests status is set to Scheduled, the task with sequence number 1 is activated and its status is set to Assigned. When the last task is completed, the change request is closed.
Approvals
In Change Management, application administrators can define an approval process in which a series of people must review and approve a proposed change request. Only after approval is granted can the change request be moved to the next state. The approval process is handled by the following people: The application administrator selects the approval process, and if necessary, modifies the approval rules. The change manager (from Information Technology Infrastructure Library [ITIL] terminology, sometimes called the change supervisor) monitors the approval process to make sure that it proceeds as expected. The change manager also determines which types of change requests need approval, and in some cases, selects the approvers. The approvers review the change request and approve or reject it. If they need more information about a change request, they can request it. Their signature is put on hold while they are waiting for the information. There can be more than one level of approvers in the change level process, with several approvers on each level. All approvers on a level must approve the change request before the change can be reviewed by the next level of approvers. Approvers can review the actions of previous approvers by viewing their comments and the approval audit trail. When all approvers have approved the change request, the status of the change moves to the next status in the approval definition. If the change request is rejected by any approver, the approval process is stopped. The manager can then cancel the change request or update it and resubmit it for approval. The requester can check the status of the change request and follow the approval process throughout its cycle.
Risk and impact analysis

The change manager is responsible for planning and scheduling the change request. This includes assessing the risks and impact of the change request. The change manager can estimate the impact by using the risk assessment
Cost analysis and management

The change manager can specify and assess the costs of the change request including parts, labor, and other associated costs. The cost can be related to services or a configuration item (CI). The total of all allocated costs for a change request is automatically calculated.
Reporting
Support staff and managers can use Change Management to generate predefined reports and to view the reports with the built-in Crystal Reports viewer from Business Objects. They can also design custom reports that are tailored for the needs of their business.
User Roles
Change Management defines the following types of users: Requester Requester Change manager Change assignee Change/Task implementer Approvers Although the responsibilities of these users can vary from organization to organization (and in some organizations, one person can fulfill several roles), they generally include the responsibilities outlined in the following sections.
Requester
A requester is a business user who submits a Request For Change to the support staff. While any Change Management user can enter change requests into the system, change requests are likely initiated by a change manager or manager.
Change manager
The change manager in Information Technology Infrastructure Library (ITIL) terminology is typically a department manager and is responsible for reviewing risk assessment and the implementation plan of the Change Request. The Change Manager checks the plan to ensure that appropriate precautions have been planned to minimize both the risk of failure and the impact on the user(s), and that timing of the implementation does not conflict with other planned outages or planned events. Overall, the change manager is responsible for the quality and integrity of the change management process. Change managers are the main interface with all other process managers. A single organization can have several change managers.
Change assignee
The Change assignee is responsible for planning and implementing assigned changes. The Change assignee might be working actively on the change, or coordinating the efforts of other groups or individuals. Assignee activities and responsibilities include: Gathering appropriate information based on the type of change being investigated. Associating related CIs, incidents, and services to the change. Providing status updates to requesters upon request. Reviewing change plans and schedules. Reviewing all completed tasks. Conducting post-implementation reviews to validate the results of the change. Determining requester satisfaction with the overall change request.
Change/Task implementer
Change implementers are support people or groups responsible for executing the change. Change implementers have their own assignment fields in the Change form. If the Change Request does not involve Tasks, you can designate a member of your support staff as a change implementer in the Change form.
If the change request involves Tasks, the Change Implementer role will be replaced by Task Implementers. Tasks could be any type of routine activity that needs to be accomplished, for example: Reviewing the weekly error log report Rotating a backup tape Turning off the server room lights Replacing an office chair Note: If a change request includes one or more related tasks, the Change Implementer fields do not appear on the Assignment tab.
Approvers
The approver, or the Change Authority in ITIL terminology, could be the manager of the requester or the manager of the group that is responsible for implementing the change request, depending on which approval process your organization is using. For example, an approval process in your organization may be known as the Change Advisory Board (CAB).
Process flow and the status of a change request

The user interface in 7.0 Change Management lets management, administrators, users, and approvers perform regular tasks simply and efficiently. The Process Flow Status area accelerates you through the change process from start to finish. It provides a visual mechanism to track the states of a change request, as prescribed by ITIL best practices.
Process Flow Status area on the Change form
On the Change form, the Process Flow Status area displays the sequence of the change request from the Draft state to the Closed state. A diagram shows the five stages of a change request, as indicated by best practices, rooted in ITIL processes. The current stage of the change is highlighted. The status of the change is indicated both by color and text.
The Process Flow Status area functions like a wizard, guiding you through the stages of the change life cycle, from Draft to Closed. To advance through the change request, users click the process flow accelerators to move to the next stage. At each stage, the diagram provides accelerators applicable to the current stage. For example, you can use accelerators to move the change to a pending state or to the next stage. By using the process flow accelerators, you are following ITIL best practices.
Selecting an accelerator from the Process Flow Status wizard
When you select an accelerator, you are sometimes prompted to enter the data required to complete the stage. For example, you are prompted when you are in the Implement stage and you havent entered the required start and end date of the change request and its tasks. You can also enter optional recommended data, for example, the source of the change request. New and occasional users to Change Management should find the process flow accelerators very helpful.
Example of a process flow dialog box
You use the Process Flow Status area to control the progression of the change, and perform approvals at different stages in the life cycle. The current and overall approval status of the change is highlighted by color indicators.
Approval status of a change req
The following colors indicate the current and overall approval status of the change: YellowPending GreenApproved RedRejected If an approval is required, for example, in the Initiate stage, the required users are prompted to approve, cancel, or reject the change request before the change request can then move to the Review and Authorize stage.
State transitions of change request

Some status transitions in the change request life cycle can only be performed by users who have been assigned a specific role. For example, while all users can move a change request into the Request For Authorization state, only a Change Manager can cancel a change request. The table describes the successive stages and approval phases of a change request. It also identifies legal state transitions for each of these forms. Stage Initiate Approval Description Verifies that all the required fields to create the change request are entered in the Change form. Use the Draft status to record a change request without submitting it to the Change Management process. Request for Change is in the Review Authorization approval phase. If it is approved, only then does it move forward to the Review & Authorize stage. Request for Change is in the Business Change Approval phase. Lets approvers review the change and authorize it. Planning in Tasks can be built at any Progress change status except Completed. Status Draft Tasks Next stage Enter pending (or resume) Cancel
Initiate
Review
Approve Reject Cancel
Review Business & Approval Authorize Plan & Schedule
Approve Reject Cancel Next stage Enter pending (or resume) Relate CI Cancel Next stage Enter pending (or resume) Cancel
Plan & Schedule
Scheduled for Review
Change Manager reviews and validates the change plans.
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Stage Plan & Schedule
Approval Status Implementation Scheduled for Approval
Description Change is in the Implementation Approval phase. Each level of approvers must review the change and approve it. Change is included in the Forward Schedule of Changes (FSC) Calendar.
Tasks Approve Reject Cancel
Plan & Schedule
Scheduled
Implement
Implementation At least one task related in Progress to the change is in progress.
Implement Close Down Approval
Implement Final Review Complete
Closed
Closed
Completed Change is in the Closed Down Approval phase. The change is completed but needs approval to reach the Closed stage. Completed Reviewers Next stage verify change was Enter implemented and all pending required tasks have (or been completed. KPIs resume) analyzed. Cancel Post Implementation None Review has been completed and any necessary Closedown Approvals have been granted. No further activities are performed on the change.
Next stage Enter pending (or resume) Relate CI Cancel Next stage Enter pending (or resume) Cancel Approve Reject Cancel
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Additional status values for change requests

The table below describes the additional status values for change requests, for example, if an approval has been rejected Change request status Pending Description Work on the change has been suspended temporarily. The Status Reason field is required to describe the reason for interruption. In the Plan & Schedule stage, you can search for configuration items and relate them to the change requests. The change has been rejected by an approver at any Approval Phase. The change is no longer required or current change plans must be modified.
Relate CI Rejected Canceled
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Steps in the life cycle of a change request

The next figure illustrates the life cycle of a typical change request. There can be some variation depending on how your organization configures and implements changes. For example, the model shows the use of tasks, but you might choose to only use change requests.
Life cycle of a change request
Cost assessment is not shown as part of the life cycle, but this is something you might choose to do in your business process. A change request can also use multilevel approvals and dependencies, where you could choose to use a single approver or bypass the approval process altogether. Lastly, it shows assignments given to multiple change implementers, but in a smaller company, the same person could function as change manager, approver, and task implementer.
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AboutRemedyITSMInfrastructureChange Chapter1 The normal life cycle of a change request consists of five major steps: Step 1 RequestThe need for a new change request can arise in several ways. Examples include: The requester can enter the change request directly, and ask that an application be loaded on their system. The discovery process detects that a system does not have the latest patches loaded. BMC Remedy Asset Management determines that the company has exceeded the maximum number of installed applications under an existing software license contract. A technician needs to make changes to a database server during non-work hours. BMC Patrol detects that a mirrored web server has failed and needs to be replaced. When created, the change request is automatically routed to the appropriate support group or individual. When change requests are assigned to them, support staff members are notified by email, pager, or through BMC Remedy Alert. Step 2 PlanningThe change manager plans a forward schedule of changes (FSC). The change request includes planning all the changes approved for implementation, targeting dates, and estimating the risks and costs. If the change request must be divided into several tasks, the change manager can create and schedule these tasks. When changing any CI, planning also involves checking the BMC Atrium CMDB to account for all IT assets under the control of Configuration Management. Step 3 ApprovalIf the change request requires approval, the change manager initiates the approval process. Each level of approvers must review the request and approve it. For example, the Change Advisory Board (CAB) must approve all significant changes but the change manager can approve a standard change. When all have granted approval, the change manager can set the change requests Status to Scheduled. Any tasks are assigned automatically to the appropriate task implementers.
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AboutRemedyITSMInfrastructureChange Chapter1 Step 4 ImplementationAs the change request enters the Implementation stage, the BMC Atrium CMDB is modified by Configuration Discovery, Service Impact Manager (SIM), or other types of discovery tools as task implementers work on the CIs that need improving or altering. They log their progress as they work to implement the change request and the tasks that comprise it. When a task is completed, the implementer for the task with the next number in the sequence is notified of their task assignment. Task implementers can calculate the cost of implementing their tasks. If a Change and Configuration Management (CCM) solution is in place, task implementers can review the task, initiate a launch into the BMC Configuration Management application suite, make any necessary edits to the deployment or policy, execute the task, and then verify that the task has been completed. All necessary information regarding the task identifier, target, and packages is automatically transferred to Configuration Management. When all the task implementers have finished their tasks, CCM automatically verifies the status of the task. If the task is successful, CCM marks the task as Closed. The system notifies the requester that the change request has been resolved. When the requester is notified of the status change, the requester can close the change request by setting the Confirm Resolution to Closed. If the requester does not close the change request, the request closes automatically after a preconfigured time. If the change request is part of a dependent sequence, the change manager for the next change request in the sequence is notified. Step 5 ReviewThe change request enters the Review stage. Reviewers verify that the change request was indeed completed. They also might analyze key performance indicators (KPIs), for example, whether the change successful, or how many incidents were eliminated by the change request. Reviewers should also analyze the accuracy of the BMC Atrium CMDB.
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OpeningtheApplication Chapter2
Chapter 2 Opening the Application

Overview
You must have a User Name and Password to use Remedy ITSM. User access is established by the Remedy Administrator. If you do not know your login/password please contact OAAIS Customer Support (chapter 12). You must also have version 7 of the desktop application [http://remedy.ucsf.edu/remedy/home/software.html]
Login (website)
1. Go to remedy.ucsf.edu and bookmark this page. 2. Click the link login to remedy.ucsf.edu at the top of the page. 3. Login. Note 1: do not bookmark the login page. [Launching from a bookmarked login page may generate an error.] Note 2: You must allow pop-ups for this site. Please note: remedy.ucsf.edu is only for support staff. Customers should be directed to help.ucsf.edu.
Login (desktop application)

1. Open the application from the START menu. Start > All Programs > Action Request System > BMC Remedy User, as shown in Figure 2-1.
Figure 2-1 BMC Remedy User Application 2. Enter your User Name and Password, and click OK, as shown in Figure 2-2.
Figure 2-2 BMC Remedy User Tool Login Prompt If the login is successful, you will see the IT Home Page, as shown in Figure 3-1 (chapter 3).
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OpeningtheApplication Chapter2
Trouble Logging In
If the login is unsuccessful, a dialogue box will provide an explanation, as shown in Figure 2-3.
Figure 2-3 Login Problem Dialogue Authentication Failed 3. In this example, the error ARERR [623] Authentication failed means you have connected with the server but the Login AND/OR Password is incorrect. 4. Click OK and carefully type the password again, making sure the Caps Lock is not on. Some possible reasons for an unsuccessful login: Incorrect User Name and/or Password User Name and Password are both CaSe SeNsItIvE Never cut/paste, always manually type Spaces are also login characters (make sure no spaces are inadvertently used in User Name or Password) Local or wide-area network connectivity issues The Remedy Server is temporarily unavailable See Chapter12 for Remedy Support if you need further assistance.
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IntroductiontotheITHomePage Chapter3
Chapter 3 Introduction to the IT Home Page

Overview
Upon logging in you should see the IT Home page, as shown in Figure 3-1. This page provides Quick Links to the applications you will access. If you do not see the IT Home page, please click the Home Icon button located on the task bar (circled in red).
[ucsfrem6.ucsf.edu]
Figure 3-1 IT Home Page
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IntroductiontotheITHomePage Chapter3
Quick Links
The IT Home page provides a single point of access to one or many applications based on your permissions. To access an application, you select the appropriate link in the left navigation pane.
Quick Link Approval Central
Opens What? [future use] Used with Change Management. Allows you to change your Remedy password. Access to legacy Remedy ITSM version 6 data. [future use] Access to Asset Management. [future use] Used with Change Management. [OAAIS] Access to Change Management. Access to the Overview Console. Access to the Incident Management Console. Access to the Problem Management Console. Access to the Requester Console (same view as help.ucsf.edu)
Change Password
[ucsfrem6.ucsf.edu] Remedy Support
[ucsfrem6.ucsf.edu]
Asset Management Console CCM Calendar View
Change Management Console Overview Console
Incident Management Console Problem Management Console Requester Console
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OverviewandChangeManagementConsoles Chapter4
Chapter 4 Overview and Change Management Consoles

Overview
Consoles are the primary interfaces to interact with records, providing quick access to the information you need and the procedures you perform most often. The Overview console displays all records together in one table (Incident, Problem, Task, Change, etc.) The Change Management console specializes in Infrastructure Changes.
Working with the Overview Console

This section discusses how to use the Overview console.
Open the Overview Console

1. On the IT Home Page form, under the Foundation Elements heading click the Overview
Console link.
The Overview console is displayed, as shown in Figure 4-1.
Figure 4-1 BMC Remedy IT Service Management Overview console
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Using the Assigned Work table

The Assigned Work table lists different types of records. Each type of record is identified by a specific prefix: INCIdentifies incidents. CRQIdentifies change requests. TASIdentifies tasks. Tasks can be attached to incidents, problem investigations, or change requests. PBIIdentifies problems. SDBIdentifies solution database entries. PKEIdentifies known errors. PRIdentifies purchase requisitions. [future use] You can also change the tables contents by using the Company filter and Console View fields at the top left corner of the console, based on the Console Functions Select Status Values settings: CompanyShows records associated with a particular company (useful in a multi-tenancy environment). PersonalShows all the records that are assigned to you. Selected GroupsThe options below this heading apply to records that are assigned to your support groups. When you select an option for selected groups, you are prompted to select from all support groups for which you are a member. o Show AllShows all records for the groups you select. o Show UnassignedShows all the records that are unassigned to an individual, but which are assigned to the groups you select. All My GroupsShows all the records that are assigned to all support groups that you belong to. If you belong to more than one support group, the records for all those groups appear. o Show AllShows all records. o Show UnassignedShows all the records that are unassigned.
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Creating Records from the Overview Console

From the Overview console, you can create new records for the various ITSM applications installed. 1. From the Overview console, click Create. The Select Request Type dialog box appears, as shown in Figure 4-2.
Figure 4-2 Select Request Type dialog box 2. From the Request Type list, select the type of record you want to create. o Incident o Infrastructure Change [OAAIS] o Known Error [associated with problem management] o Problem Investigation o Purchase Requisition [future use] o Solution Database [associated with problem management] 3. Click Select. The New form of the application appropriate to the type of record you are creating appears.
Searching for Records from the Overview Console

From the Overview console, you can search for records from the various ITSM applications installed. 1. From the Overview console, click Search. The Select Request Type dialog box appears. 2. From the Request Type list, select the type of record for which you want to search. 3. Click Select. A search dialog box appropriate to the type of record for which you are searching appears. 4. Enter search criteria as needed to search for the record.
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Working with the Change Management Console Open the Change Management Console
1. On the IT Home Page form, click the Change Management Console link. The Change Management console is displayed, as shown in Figure 4-3.
Figure 4-3 Change Management Console The Change Management Console is the primary interface that you will use for your work. The console lists the changes assigned to you under the table Assigned Work. Table 4-1 describes the function of each section of My Console.
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OverviewandChangeManagementConsoles Chapter4 Table 4-1: My Console Functions Search Criteria To search the application for changes associated with you or your groups and that meets your specific search criteria, choose values from the various selection boxes in the Search Criteria area. Status: Instead of viewing All Open Changes, you can view all changes, or all that are draft, pre-scheduled, scheduled, pending, rejected, completed, closed, or cancelled. When you view All Open Changes, you view changes available for you to work on. Dates: You can view changes that were opened Any Time. You can also restrict the display to changes opened within the selected time, such as within the last 24 hours. Role: You can view changes for which you are the Change Manager, Requestor, Change Assignee, Change Implementor, or All Assigned Change Roles. Advanced Search: You can specify one or more values on the form to search for specific changes. Broadcasts The broadcast function provides a means by which to notify customers or certain support groups of upcoming events, planned outages, and other situations. Posting is allowed based on having the Broadcast Submitter role.
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Assigned Change Displays a summary of assigned Changes.
Change Details tab When a Change is selected from the Assigned Change table, a summary of the information appears in the Change Details tab.
Tasks tab When a Change is selected from the Assigned Change table, any associated Tasks can be viewed in the Tasks tab.
Work Info When a Change is selected from the Assigned Change table, if a Work Info entry exists, they can be viewed here. New Work Info entries can be created also.
Quick Actions drop-down When an Change is selected from the Assigned Change table, selecting one of the Quick Actions and clicking the Execute button will perform the action..
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Refresh button [located in the upper right corner] Clicking the Refresh button will update all the tables on the Console. View, Create, and Close buttons [located in the bottom left corner] Clicking the View button will display the selected Change from the Assigned Change table. Clicking the Create button will open a New Change form. Clicking the Close button will close the Console.
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Navigation Pane [Company & Console View] When the Console is first loaded, the Company field is blank. If you support more than one company, you can select a company from the list to view Changes from only that company. The Console View section provides options to look at work assigned specifically to you or to your support groups. When you select an option, the Assigned Change table is updated based on the Search Criterias Status fields. Personal: Shows all the records assigned to you. Select My Groups: The options below this heading apply to records that are assigned to your support groups. When you select an option, you are prompted to select from all support groups for which you are a member. Show All: Shows all records for the groups you select. All My Groups: Shows all the records that are assigned to all support groups that you belong to. If you belong to more than one support group, the records for all those groups appear. Show All: Shows all records.
Navigation Pane [General Functions] From the General Functions section you can: create a New Change; Search Change; view your Profile; set your Application Preferences; create Reminders; run Reports; View a Flashboard [future use]; or display the Process Overview diagram.
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Navigation Pane [Advanced Functions] From the Advanced Functions section, you can Manage CIs [future use]; View Calendar [future use]; Modify Business Events [future use]; Modify Op. Category Location; and view Time Segments [future use] Navigation Pane [Other Applications] From the Other Applications section you can access other ITSM applications. The Overview console is discussed in Chapter 4. Incident Management is for tracking incidents/service requests. Problem Management is discussed in the Service Desk Use Guide. Asset Management [future use] tracks CIs. Approval Console is used to view all requests requiring approval. CMDB [future use] is related to Asset. Manager Console Depending on your role and permission you may have access to the Manager Console.
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DefiningaNewInfrastructureChangeRequest Chapter5
Chapter 5 Defining a New Infrastructure Change Request

Overview
Change Management lets you record and monitor infrastructure changes within your organization.
For a Quick Reference Guide on creating changes, see Appendix B.

WARNING: Never enter social security numbers into any field in Remedy. If you find a social security number in a field, please remove it. If you cant modify (work info entry or closed ticket) please contact OAAIS Customer Support immediately.
Opening a New Change

From the Nagivation Pane on Change Management, click New Change to open the Change form. You may also click the Create button from the Console. The Change (New) form is displayed, as shown in Figure 5-1.
Figure 5-1 Change (New) Form
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Using a Template
You can use templates to populate the change with standard information that is entered on a regular basis. Templates are created by the Administrator. To use a template: 1. On the New Change form. 2. From the navigation pane, choose Quick Links > Select Template. The Change Template Selection form appears. 3. If you belong to more than one support group, you are prompted to select the appropriate support group first. A list of templates available to your support group appears, as shown in figure 5-2.
Figure 5-2 Template Form 4. Highlight the appropriate template, then click Select. Part of the change is completed, as defined by the template. 5. Complete the rest of the Change as appropriate (see field definitions below).
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Filling Out a Change without a Template

1. Fill in the required fields, shown in bold, on the upper section of the form. Table 5-1 describes the field definitions. Table 5-1: Change (New) form Upper Section Change ID*+ System generated change ID. Notice the ID is pregenerated before saving the change. You must save the change to save the ID. Also, the ID starts with CRQ. Change usually refers to a simple stand-alone change activity. Project and Release see change requests that are part of larger scale changes, and usually consist of multiple change requests related to each other. Summary* (required) Enter a brief description of the Change. For example, the Summary could be Patch Server or Upgrade Phone System. Additional information describing more about the Change. See Appendix A for more information. Required when marking the Status as Pending. Select the Risk Level to indicate the relative risk associated with the change, from 5 (highest risk) to 1 (lowest risk). The default value is Risk Level 1. The Risk Level is used as a criterion to determine required approvals. You can also click the Compute Level icon to open the Risk Assessment Questions dialog box. Impact* (required) Options are 1-Extensive/Widespread, 2Significant/Large; 3-Moderate/Limited; 4Minor/Localized. Based on the # of people are affected. Options are 1-Critical, 2-High, 3-Medium, 4-Low. Based on the duration, type and scope of the service disruption as well as the potential future impact of the business. Auto-set based on combination of settings selected in field Impact and Urgency. (Currently equals Urgency.)
Change Type* (required)
Notes Status* (required) Status Reason Risk Level*
Urgency* (required)
Priority*
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DefiningaNewInfrastructureChangeRequest Chapter5 2. Modify information as needed in the fields, on the lower section of the form, in the Requester tab, as shown in Figure 5-3. Fields with a bold label must be filled in. 2a) If appropriate, under Requested For in the First Name*+ field type the customers first name (i.e. Lisa) and in the Last Name*+ field, type the customers last name (i.e. Smith) and then press Enter on your keyboard. If the customer that is populated is incorrect, click the Details button then Clear button and type different information. If there is the only one match in the People database, the name fields in the tab are automatically filled in. If there is more than one match in the People database, the People Search form will display the found set of matches. Highlight the correct entry and click the Select button to populate the change. If the customer does not have a record in the People database, you will see the error No people match the search criteria entered in the Company, Last Name, First Name, and Phone Number fields. 2b) If no information fills in, you have misspelled the customers name or there is no record of this person in the People database.
Figure 5-3 Change (New) Form Requester tab
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3. Click the Classification tab, as shown in Figure 5-4. Table 5-2 describes the field definitions.
Figure 5-4 Change (New) Form Classification Tab The Classification tab contains fields for classifying the Change and Other Information.
33
DefiningaNewInfrastructureChangeRequest Chapter5 Table 5-2: Change (New) form Classification Tab Change Classification Timing Timing specifies the relative urgency of the change, so that the approvers can assess its magnitude: EmergencyResolves an incident or problem deemed critical to the business continuity where a work-around is not sufficient. Emergency changes require approval by the CAB. ExpeditedEnterprise-wide impact with an associated risk. Expedited changes require approval by the CAB. LatentChange that has already been performed (for example, if a task implementer is assigned to replace the hard drive on a PC and then decides to upgrade the memory while the box open is open) and requires approval after the fact. Latent timing automatically sets the request status to Completed after you save the change request. NormalStandard change (for example, a PC upgrade) that is typically pre-approved and requires only approval by the Change Manager. The default value is Normal. No ImpactHas no impact on the infrastructure and requires no approval. Lead Time Enter a Lead Time to indicate the number of hours of preparation required before a change can be scheduled for implementation. Enter appropriate information for these fields.
Change Reason Business Justification Change Environment Sequence
Enter a sequence number in the Sequence field if you want the change request to take place in a particular order relative to other change requests. Do not enter information into the Performance Rating field when you are creating a change request. Usually, the manager of the support staff assigned to the change request fills in this rating after the change request reaches the Completed state
Performance Rating
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Operational Categorization Tier 1 Tier 2 Tier 3 Product Categorization Tier 1 Tier 2 Tier 3 Product Name+ Model/Version Manufacturer
Set the Operational Categorization [Do what? To what?] which contains a list of operational services. Tip: If you select a Tier 1 entry, you may hit the ENTER key on your keyboard for a listing of the Tier 2 & 3 options. Set the Product Categorization (if applicable) which specifies the product the operation is being done to. Products include Software (applications), Hardware, or Services. Tip: If you type a product in the Product Name field, you may then hit ENTER on your keyboard to auto-populate the other fields for Product Categorization.
4. Click the Work Info tab, as shown in Figure 5-5.
Figure 5-5 Change (New) Form Work Info Tab Use the Work Info feature to add work information regarding activities performed on the current record. Table 5-3 describes the field definition.
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DefiningaNewInfrastructureChangeRequest Chapter5 Table 5-3: Change (New) form Work Info Tab Work Info Type Select the type of work information you want to add. The standard option is General Information under the grouping General. Click the ellipsis button () and select OK to choose the current date/time. You may also select a date/time from the past if you are post-documenting. Select the source of the information (if appropriate). Enter a general summary of the work information entry. Enter more detailed information about the entry (cut and pasted notes, detailed descriptions, emails, etc.) Optionally, type a general note as to the status of the change. To add an attachment to the entry, right-click in the attachment table and select Add from the menu. Up to 3 attachments per entry. Select Yes to prevent changes to the entry. Select No to allow your entry to be modified later. Important: Requesters may view the status of an change via the web site help.ucsf.edu (requester console). Requesters will see a Work Info entry if the View Access is marked as Public (including attachments). Sensitive information should be marked as Internal (Example: any sensitive data that shouldnt be viewed by the requester). Report button
To see a report of selected work information entries, select one or more entries, and click Report.
Date
Source Summary Notes Work Status Attachments
Locked View/Access
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DefiningaNewInfrastructureChangeRequest Chapter5 5. Highlight the entry in the Work Info History table and click the View button. The Work Info Entry displays as shown in Figure 5-6. If the entry is not locked, it can be updated, and saved.
Figure 5-6 Change Work Info Entry
Searching Work Info

You can search the Work Info table for information. 1. From the Navigation Pane of a Change, select Advanced > Advanced Search. 2. From the Advanced Search Selection window, select Search Infrastructure Change Requests by Work Info and click the Select button. 3. Enter Work Info Section criteria and Change Section criteria (such as the Change ID) and click search. Matching search data may be viewed by highlighting an item and viewing below.
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DefiningaNewInfrastructureChangeRequest Chapter5 6. Click the Tasks tab, as shown in Figure 5-7.
Figure 5-7 Change (New) Form Tasks Tab You can assign tasks to one or more people without changing the assignment of the change. You can only create a task after the change is created. See Chapter 7 of the Service Desk User Guide for working with Tasks. 7. Click the Assignment tab, as shown in Figure 5-8. Table 5-4 describes the field definitions.
Figure 5-8 Change (New) Form Assignment Tab The Assignment tab contains fields for assigning the change and for tracking effort (information on effort tracking is in Chapter 6, page 49).
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DefiningaNewInfrastructureChangeRequest Chapter5 Table 5-4: Change (New) form Assignment Tab Set Assignment using
Select from Set Assignment using, as indicated:
My Default Group: Assigns the change to you and your default group. My Group List: Opens a list of all groups to which you belong. Select the appropriate group from this list. Favorite Groups: Assigns the change to the typical groups to which your support group assigns changes. Auto Assign: The same as the Auto Assign link in the navigation pane, this assigns the change based on predefined mapping. Change Manager: Resets the change assignee to the change manager. Infrastructure Change Manager Infrastructure Change Assignee The Change Manager is typically a department manager and is responsible for reviewing risk assessment and the implementation plan. The Change Assignee is responsible for planning and implementing assigned changes. The Change assignee might be working actively on the change, or coordinating the efforts of other groups or individuals. Change implementers are support people or groups responsible for actively work on the change.
Infrastructure Change Implementer
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8. Click the Relationships tab, as shown in Figure 5-10.
Figure 5-10 Change (New) Form Relationships Tab You can create relationships among records and services across ITSM. You can only create a relationship after the change is created. See Chapter 6, on the Service Desk User Guide for working with Relationships.
9. Click the SLM tab, as shown in Figure 5-11.
Figure 5-11 Change (New) Form SLM Tab The Service Targets table displays all service targets applicable to the change. Select a service target to see the status, next target date, exception details, and applicable milestones. The Next Target Date field indicates the next deadline out of all the service targets attached to the change. The SLM Status displays the status corresponding to the Service Target indicator on the top of the form. 11b. If the service terms have been breached, select the breach reason and breach exception.
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DefiningaNewInfrastructureChangeRequest Chapter5 10. Click the Dates tab, as shown in Figure 5-12.
Figure 5-12 Change (New) Form Dates Tab The Dates tab contains workflow information about the change as well as Task dates. 10a. Set the Status field to Planning in Progress. When planning a change request, you use the Dates tab to track requested, scheduled, and actual start and end dates of changes. The Earliest Start Date is determined by the Lead Time field (in the Classification tab) for the change request. The Requested Start Date is automatically set to the Earliest Start Date if it is not already specified. If the Requested Start Date is earlier than the Earliest Start Date and the change status is not Draft, the Timing (in the Classification Tab) is automatically set to Expedited, and you are prompted to select a Timing Reason. The Task Dates table displays the task dates and times that you can use to populate the start and end dates of the change request. The dates and times for tasks are populated within the tasks themselves. 10b. In the Change Dates region of the screen, provide dates for the Scheduled Start Date and Scheduled End Date fields. Changes to the Scheduled Dates (both Start and End) can result in notifications being sent to task implementers if the new dates fall outside of the range of the tasks Scheduled Dates. Note: The Scheduled Start Date and Scheduled End Date fields are required when moving a change status beyond Planning in Progress.
11.
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DefiningaNewInfrastructureChangeRequest Chapter5 12. The Migration tab (if accessible) is for OAAIS tracking purposes, as shown in Figure 5-13.
Figure 5-13 Change (New) Form Migration Tab
13. The SDLC tab (if accessible) is for OAAIS tracking purposes, as shown in Figure 514.
Figure 5-14 Change (New) Form SDLC Tab
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WorkingwithInfrastructureChangeRequests Chapter6
Chapter 6 Working with Infrastructure Change Requests

Overview
The changes that are assigned to you are automatically listed in the Overview or Change Management Console. Below are the functions you will learn about. Search for and View Changes Recording Time (Effort)
Search for and View Changes

Two types of searches are available from the Change Management console. One type of search looks only through records that are in some way associated with you through your login ID or group ID (for example, records created by you, assigned to you or to your support group, and so on) and that meet your specific search criteria. You execute this type of search from the Search area near the top of the console. For a description of how to run this type of search, see Searching your records below The other type of search looks through all of the records that meet your search criteria, regardless of their associations to people or groups. You run this type of search by using the Search Change link in the navigation pane of the Change Management console. For a description of how to run this type of search, see Searching all records on page 47.
Searching your records

The following procedure describes how to search the application for records associated with you or your group and that meet your specific search criteria. Use this type of search when you are looking for a record that you know is associated with your ID or with your groups ID.
To search records assigned to your groups

1. From the Change Management Console Search Criteria area, select your search criteria from the various selection boxes, as shown in Figure 6-1.
Figure 6-1 Change Management Console Search Criteria

The most commonly searched-upon record fields appear in the Search Criteria area of the console.
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2. Click Search. The Assigned Work table updates with the results of your search. 3. Scroll through the Assigned Work table to find the specific record you want. Note: If the search returns a large number of records, use the Advanced Search feature to help you narrow the results.
Using the Advance Search feature

1. From the Change Management Console Search Criteria area, click Advanced Search. The Advanced Qualification Builder dialog box appears, as show in Figure 6-2.
Figure 6-2 Change Management Console Advanced Qualification Builder 2. From the Keywords or Fields selection boxes, select the keywords or record fields on which you want to search. To insert operators (+, =, >,<, and so on), click the appropriate operator button. Do not forget to place literal values between quotation marks. For example, to search for an change with a priority of high, you would construct the following search: 'Priority' = "High" 3. Click Select. The dialog box closes and you return to the main console. 4. Click Search. The search results table updates with the results of your search.
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Searching all records

The following procedure describes how to search all changes. Use this type of search when you are looking for a change that is not associated with your ID or your groups ID, or anytime you need to search all changes.
To search all records

1. From the navigation pane in the Change Management console, choose General Functions > Search Change. The Change (Search) form is displayed, as shown in Figure 6-3. The form is laid out in a similar way to the Change form, and contains the same tabs and fields. You can use any of the tabs and fields in the form to specify your search criteria.
Figure 6-3 Change (Search) Form 2. Using the tabs and fields, build your search condition. To reduce the number of records found by the search, enter as much information into the form as you can. For instance: Click in the Change ID*+ field and type the change number, or; Click in the First Name* and Last Name*+ fields in the Requester tab and type the name of the requester (do not hit enter, just type the name) To use the advanced search bar, go to menu View Advanced Search Bar.
45
WorkingwithInfrastructureChangeRequests Chapter6 3. When you finish entering your search criteria, click Search. When the search finishes, the search results table lists all of the records that match the search criteria, as shown in Figure 6-4. 4. Scroll through the table to find the specific record you want. 5. When you find the record, open it in the Change form by double-clicking it in the search results table.
Figure 6-4 Change (Modify) Form
46
Recording Time (Effort)

On the Assignment tab, use the Total Effort Time area to track the effort time that you spend on a change. Your total effort time is saved in the Assignment Log. If you are not assigned to a change, you can record that you have assisted with the change. The Total Time Spent Minutes field displays the total effort time spent on the change, as shown in Figure 6-5.
Figure 6-5 Change Form Assignment Tab Total Effort Time
To record time worked on an change

1. From the Assignment tab, click the Update Effort Log button, the Change Assignment Log appears as shown in Figure 6-6.
Figure 6-6 Change Effort Log
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2. Fill in the Select an Assignee fields. This information is required to select the individual for whom the effort log is being created). You can fill them in using the drop-down menus, or by using the Search button or Set To Me button to select the appropriate individual. 3. Fill in the Select Effort Classification fields. This information is required to show what kind of effort is being logged, for example, actual implementation activity. 4. Fill in the Enter Effort Time Spent fields. This information records where the time was spent. 5. Click Add. The effort log is now displayed in the table.
To update an effort: o Highlight the entry in the table. From the Update Assignee Effort Duration section, in the Hours and/or Minutes field, type the number. Click the PLUS symbol to ADD minutes, or click the MINUS symbol to SUBTRACT minutes. To delete an effort entry: o Highlight the entry and click Delete.
48
StatusTransitions AppendixA
Appendix A Status Transitions

Overview
The following change request status transition diagrams are included for reference. You can use these to follow the flow of a change request from Draft to Completed states.
49
StatusTransitions AppendixA Figure A-1: State transitions Steps 1 to 19

CHANGE STATES APPROVAL PHASES TASK GROUP STATES TASK STATES
1
DRAFT STAGED TASK STAGED
2
REQUEST FOR AUTHORIZATION
3
REVIEW (for future use)
4
REQUEST FOR CHANGE
5 6
PLANNING IN PROGRESS BUSINESS APPROVAL (for future use)
7
STAGED TASK STAGED
8
SCHEDULE FOR REVIEW STAGED
9
SCHEDULE FOR APPROVAL
10
IMPLEMENTATION APPROVAL (CAB)
11
SCHEDULED
12
WORK IN PROGRESS - PENDING - ASSIGNED
13
IMPLEMENTATION IN PROGRESS WORK IN PROGRESS
14
COMPLETED (FINAL REVIEW REQUIRED)
CLOSED
CLOSED
15
CLOSE DOWN (for future use)
16
COMPLETED (FINAL REVIEW COMPLETED)
17
CLOSED
18
REJECTED (for future use)
19
CANCELLED
50
Step 1 When a change request is created, it moves into the Draft state. Any task groups
or tasks created are in the Staged state. Tasks are marked as Staging in Progress in the Status Reason field. If the change request requires approval for the Review phase, the change request moves to the Request for Authorization state (step 2).
Step 2 The change remains in the Request for Authorization state if there are approvers
in the Review approval phase. The change request requires that the change manager or change assignee approve it before the change can move forward (step 3). If the Timing of the change is No Impact, it moves to the Scheduled state. If the Timing of the change is Latent, it moves to the Completed state. The change request moves to the Request for Change state (step 4) if there are no approvers in the Review approval phase.
Step 3 When the change request is in the Request for Authorization state, the approval
group or approvers are notified that the change request requires approval for the Review phase. The change moves automatically to Request for Change when all approvers approve the change (step 4). [for future use]
Step 4 The change remains in the Request for Change state if there are approvers in the
Business Approval phase (step 5). If there are no approvers in this phase, the change moves to Planning in Progress (step 6).
Step 5 Approval group or approvers are notified that the change request requires
approval for the Business Approval phase. The change moves automatically to Planning in Progress (step 6) when all approvers approve the change. Change managers and change assignees can approve the change on behalf of the approvers. If they cancel the request, it moves to the Cancelled state. [for future use]
Step 6 Change manager or change assignee is notified that the change is ready for
planning. When the status reason of all the tasks has been marked as Staging Complete, the change moves to the Scheduled for Review state.
Step 7 Task implementers are notified that the task or tasks are set to staged. Step 8 Change manager or change assignee is notified when the change request is in
the Schedule for Review state. The change can be moved into the Scheduled for Approval State, canceled, or moved back to Planning in Progress state.
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Step 9 The change remains in the Scheduled for Approval State if there are approvers
in the Implementation Approval phase (step 10). If there are no approvers, the change automatically moves to the Scheduled state (step 11).
Step 10 Approval group or approvers are notified that the change request requires
approval for the Implementation Approval phase. This is also known as the CAB Approval phase. The change moves automatically to Scheduled (step 11) when all approvers approve the change. Change managers and change assignees can approve the change on behalf of approvers.
Step 11 In the Scheduled state, the change manager, change assignee, and change
requester are notified when the change request has been scheduled as a change with no impact. For taskless changes only, the change implementer is notified. Tasks can be set to the Assigned state.
Step 12 When the change manager or change assignee moves the change request into the
Implementation in Progress state, the task group is set to Work in Progress and the first task is set to Pending or Assigned.
Step 13 In the Implementation in Progress state, the task implementers are notified to
start working on tasks. They set the task to Work in Progress when actual work begins. Task implementers can now update the task information and start implementing the task.
Step 14 After last task is marked as Closed, the task group is set to Closed. The change
manager, change assignee, and change requester are notified that the change request is completed. Workflow enters required information into the Actual Start Date, Actual End Date, and Performance Rating fields. The change automatically moves to the Completed (Final Review Required) state when all the tasks have been completed and there are approvers for the Close Down phase (step 15). If there are no approvers, the change automatically moves to the Completed (Final Review Complete) state (step 16).
Step 15 Approval group or approvers are notified that the change requires approval for
the Close Down approval phase. Change managers and change assignees can approve the change on behalf of approvers. If approved, the status reason is automatically updated to Final Review Complete (step 16). [for future use]
Step 16 Change manager or change assignee is notified when the final review is
completed. The change automatically moves to the Completed (Final Review Complete) state when all tasks are completed and there are no approvers for the Close Down phase.
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Step 17 After the final review is completed, the change request moves into the Closed
state. [for future use]

Step 18 If a change has been rejected, it can be moved back to the Canceled state. The
change manager or change assignee can also move it back to the Draft state and start the process over. The change requester is notified of the rescheduled change.
Step 19 If change request is canceled, requester is notified. If a change request is
canceled, all the task groups and tasks associated with the change are canceled as well. If a task group is canceled, all its tasks are canceled.
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QuickReferenceGuide AppendixB
Appendix B Quick Reference Guide

Overview
Below is a quick reference guide for creating Infrastructure Change tickets.
Infrastructure Change (New)
54
NO. The Requester creates a ticket: 1 2 3 4 5
PROCEDURE
Login to Remedy and click the Change Management Console link. Click the Create button. Enter information in Summary field. Click the drop-down arrow and select a value in the Impact, Urgency and Priority fields. Click the Assignment tab. Select values for the following:
Infrastructure Change Manager
Support Company Support Organization Support Group Name Change Manager

Infrastructure Change Assignee
Support Company Support Organization Support Group Name Change Assignee (Optional) 6 Click the Save button.
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NO.
PROCEDURE
The Change Assignee updates the ticket: 7 8 Click the Classification tab. Select values for the Operational Categorization and Product Categorization: Click the Assignment tab. Select values for the following:
Infrastructure Change Implementer
Support Company Support Organization Support Group Name Change Implementer 9 Change Status field to Planning in Progress.
10 Click the Save button.
The Change Implementer updates ticket to initiate CAB approval. 11 12 13 14 Click the Work Info. tab. Update the Summary field and other fields as necessary. Click the Dates tab. Update the Scheduled Start Date and Scheduled End Date fields. Change Status field to Scheduled for Approval and change the Status Reason field to CAB. Click the Save button.
Once approved by a CAB or CAB-EC member, the Status automatically changes to Scheduled.
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NO.
PROCEDURE
The Change Implementer updates ticket for production move and closure: 15 16 17 18 19 20 Change Status field to Implementation and update Work Info. tab if needed. Click the Save button.. When ready to close, change Status field to Completed. Change Status Reason field to Final Review Complete. Click the Dates tab. Update the Actual Start Date and Actual End Date fields. Click the Save button.
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Support Support
Support
Subject Matter Experts
Each department using Remedy ITSM 7 has one or more Subject Matter Experts (SME). Locate your SME at the URL below. The listed SME is your first-contact for questions or to report problems. http://remedy.ucsf.edu/remedy/home/g1/6867-DSY.html
General Support
Password/Access issues, user questions, training requests, etc. OAAIS Customer Support Services 415.514.4100, option 2 Monday through Friday (except UCSF holidays) 7:00 a.m. to 6:00 p.m. CustomerSupport@ucsf.edu
Administration
Shawn W. Hall Remedy Administrator OAAIS Customer Support Services Shawn.Hall@ucsf.edu 415.476.8758 Rebecca Nguyen Interim Associate Director OAAIS Customer Support Services Rebecca.Nguyen@ucsf.edu 415.476.6748
58

Remedy ITSM 7 Change User Guide Ver 1.0

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REMEDY ITSM 7.

Volume 1 Infrastructure Change Basics

UCSF - OAAIS Customer Support Services

Chapter 1 About Remedy ITSM Infrastructure Change

Dependencies and sequences in changes and tasks

Risk and impact analysis

Cost analysis and management

Process flow and the status of a change request

Process Flow Status area on the Change form

Selecting an accelerator from the Process Flow Status wizard

Example of a process flow dialog box

Approval status of a change req

State transitions of change request

Approve Reject Cancel

Review Business & Approval Authorize Plan & Schedule

Plan & Schedule

Scheduled for Review

Change Manager reviews and validates the change plans.

Stage Plan & Schedule

Approval Status Implementation Scheduled for Approval

Tasks Approve Reject Cancel

Plan & Schedule

Implementation At least one task related in Progress to the change is in progress.

Implement Close Down Approval

Implement Final Review Complete

Additional status values for change requests

Relate CI Rejected Canceled

Steps in the life cycle of a change request

Life cycle of a change request

Chapter 2 Opening the Application

Login (desktop application)

Chapter 3 Introduction to the IT Home Page

Figure 3-1 IT Home Page

Quick Link Approval Central

[ucsfrem6.ucsf.edu] Remedy Support

Asset Management Console CCM Calendar View

Change Management Console Overview Console

Incident Management Console Problem Management Console Requester Console

Chapter 4 Overview and Change Management Consoles

Working with the Overview Console

Open the Overview Console

The Overview console is displayed, as shown in Figure 4-1.

Figure 4-1 BMC Remedy IT Service Management Overview console

Using the Assigned Work table

Creating Records from the Overview Console

Searching for Records from the Overview Console

Assigned Change Displays a summary of assigned Changes.

Chapter 5 Defining a New Infrastructure Change Request

For a Quick Reference Guide on creating changes, see Appendix B.

Opening a New Change

Figure 5-1 Change (New) Form

Filling Out a Change without a Template

Change Type* (required)

Notes Status* (required) Status Reason Risk Level*

Figure 5-3 Change (New) Form Requester tab

Change Reason Business Justification Change Environment Sequence

4. Click the Work Info tab, as shown in Figure 5-5.

Source Summary Notes Work Status Attachments

Figure 5-6 Change Work Info Entry

Searching Work Info

DefiningaNewInfrastructureChangeRequest Chapter5 6. Click the Tasks tab, as shown in Figure 5-7.

Infrastructure Change Implementer

8. Click the Relationships tab, as shown in Figure 5-10.

9. Click the SLM tab, as shown in Figure 5-11.