Professional Documents
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ITSM 7.6.04
GITOS
Agenda
Overview
Accessing ITSM
Accessing Change Management
Setting Application Preferences
Searching for Change Tickets
Change Request Life Cycle
Change Initiation
Change Review
Planning and Scheduling
Implementation Approvals
Change Implementation
Final Review
Copying Change
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Objectives
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Overview
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Overview
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Overview
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Overview
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Overview
Change Initiation
Request for Change review
Change Planning
Change Approval
Change Implementation
Change Closure
Post Implementation Review
The current training will focus on Normal Change
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Overview
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Overview
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Overview
Role Players in CM
Change Requester Requests for a Change
Change Coordinator Reviews the Change Request
Change Manager Approver of the Change Request
Change Assignee Create Tasks in accordance to SLA
Business Approver The approver of the Tasks
Task Implementer Implements the Tasks
Individual Role play of the above mentioned will be detailed along with
the CRM
Note:
The roles mentioned above can be owned by a single person.
This is subject to the organization structure
The roles mentioned above are the part of the complete Change
Management cycle
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Overview
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Accessing ITSM
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Accessing ITSM
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Accessing ITSM
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Accessing ITSM
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Accessing ITSM
1
2
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Accessing ITSM
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Accessing ITSM
Depending on your
permissions and installed
applications, are displayed
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Accessing ITSM
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Accessing ITSM
Click on the icons on the right side to modify the IT Home screen
1 3
2
1. To add panels
2. Save the IT Home Screen
3. Restore to the default IT Home screen
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Accessing ITSM
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Accessing ITSM
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Accessing
Change Management Console
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Accessing Change Management Console
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Accessing Change Management Console
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Accessing Change Management Console
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Accessing Change Management Console
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Accessing Change Management Console
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Accessing Change Management Console
1 2 4
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Accessing Change Management Console
Ticket Count
Functions Menu
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Accessing Change Management Console
3
4. Application To set Incident Console page
Preferences
4 5. Reminders Used to set and send reminders
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Setting Application Preferences
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Setting Application Preferences
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Setting Application Preferences
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Setting Application Preferences
Console View
The default Console View, along with the search criteria,
controls which Change Requests appear in the Assigned Work
area This setting can also be temporarily changed from the
navigation pane of the console
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Setting Application Preferences
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Setting Application Preferences
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Searching for Change Tickets
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Searching for Change Tickets
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Searching for Change Tickets
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Searching for Change Tickets
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Searching for Change Tickets
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Searching for Change Tickets
The user can change the Table Contents, by using the Show and
Company Filter.
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Searching for Change Tickets
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Searching for Change Tickets
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Searching for Change Tickets
Record Types
Prefix Type
CRQ Stands for Change Management. In order to view or create a
CHG Report; the installation of BMC Remedy Change
Management Application is imperative.
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Searching for Change Tickets
Record Types
INC Stands for Incidents. In order to view or create an Incident; the
installation of BMC Remedy Incident Management Application is
imperative.
PBI Stands for Problems. In order to view or create a Problem; the
installation of BMC Remedy Problem Management Application is
imperative.
PKE Stands for Known Errors. In order to view or create a Known Error;
the installation of BMC Remedy Problem Management Application is
imperative.
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Searching for Change Tickets
The following table lists the options that fall under the
Company Filter :
Record Types
Option Function
Company Useful in a Multi-Tenancy Environment; this option displays
Records associated with a particular Company.
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Searching for Change Tickets
The following table lists the options that fall under the Show
dropdown field:
Record Types
Option Function
All This option displays all the Records.
Submitted by Displays all the Records submitted by the user
me
Assigned to me Displays records assigned to user.
Assigned to My Displays all Incidents assigned to the users group, or Incidents
Selected assigned to the group that are not yet assigned to an individual.
Groups The user can choose the group from which they want to view
the Incidents
Assigned to all Displays Incidents assigned to all of the users support groups
My Groups
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Searching for Change Tickets
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Searching for Change Tickets
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Searching for Change Tickets
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Searching for Change Tickets
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Searching for Change Tickets
1 2
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Searching for Change Tickets
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Searching for Change Tickets
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Searching for Change Tickets
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Searching for Change Tickets
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Searching for Change Tickets
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Searching for Change Tickets
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Searching for Change Tickets
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Searching for Change Tickets
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Searching for Change Tickets
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Searching for Change Tickets
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Change Request Lifecycle
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Change Requests Lifecycle
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Change Request Lifecycle
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Change Initiation
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Change Initiation
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Change Initiation
Field-label or Significance for data entry
special characters
Bold label followed by Field is required to submit and update the form.
an asterisk (*) Note: If you leave the field blank when you attempt to
submit the form, the field is highlighted with a red
border.
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Change Initiation
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Change Initiation
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Change Initiation
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Change Initiation
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Change Initiation
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Change Initiation
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Change Initiation
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Change Initiation
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Change Initiation
Impact:
Reflects the extent to which the change affects the business.
The extent to which the service has degraded from agreed
service levels.
Urgency:
Defines the importance the requester assigns to the change
request.
Reflect how quickly a change must be implemented, or the
time available to reduce the impact of the change on the
business.
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Change Initiation
Priority:
The relative order in which to address the changes
Is primarily driven by the combination of Urgency and Impact
Priority Matrix
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Change Initiation
Risk Level:
Defines the relative risk associated with the change, from 5
(highest risk) to 1 (lowest risk).
The Risk Level is used as a criterion to determine required
approvals.
It can be selected by clicking on the icon and answering
questions.
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Change Initiation
Classification information:
Is used to describe the business justification of a request and
show which products and services are affected by the request
This information can be helpful when the request goes
through the approval process
There are two types of classification information
Operational
Product
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Change Initiation
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Change Initiation
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Change Initiation
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Change Initiation
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Change Initiation
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Change Initiation
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Change Initiation
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Change Initiation
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Change Initiation
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Change Initiation
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Change Initiation
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Change Initiation
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Change Initiation
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Change Initiation
Once the Work Info has been Saved, the Work Info History
table will populate with the Work Info entries Work Info
entries can be viewed at any time by highlighting the entry
and clicking the View button
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Change Initiation
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Change Initiation
After filling the all the fields click on save and move the CR
to the next stage
Moving a CR to the next stage can be done in two ways
By clicking on the Next Stage button at the bottom
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Change Initiation
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Change Review
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Change Review
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Change Review
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Change Review
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Change Review
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Change Review
Record the actions and fill the Work info and move the CR
to the next stage
When the Work info is recorded the Work Info type to be
selected is Change Assessment
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Change Review
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Change Review
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Change Review
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Change Review
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Change Review
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Change Review
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Change Review
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1. Approve To approve a CR
2. Reject To reject a CR
3. Hold To hold a CR for more information
4. Reassign Reassign the CR to different approver
5. Approval Details Details of the CR
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Change Review
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Change Review
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Change Review
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Planning and Scheduling
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Planning and Scheduling
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Planning and Scheduling
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Planning and Scheduling
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Planning and Scheduling
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Planning and Scheduling
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Planning and Scheduling
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Planning and Scheduling
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Planning and Scheduling
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Planning and Scheduling
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Planning and Scheduling
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Implementation Approval
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Implementation Approval
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Implementation Approval
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Implementation Approval
Record the actions and fill the Work info and move the CR
to the next stage.
When the Work info is recorded the Work Info type to be
selected is Change Assessment
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Implementation Approval
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Change Implementation
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Change Implementation
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Change Implementation
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Change Implementation
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Change Implementation
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Change Implementation
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Change Implementation
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Change Implementation
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Change Implementation
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Final Review
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Final Review
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Final Review
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Final Review
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Final Review
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Copying a Change
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Copying a Change
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Copying a Change
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Objectives
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