This section illustrates the Enterprise Change Management (ECM) process and policies and how to use the Remedy system for managing the Request for Change (RFC) process.
The two ways to process RFCs in Remedy are:
Manually entering information on each change-related tab.
Via the Process Flow Bar “wizard”.
The ECM process overview is outlined below:
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ECM Phase |
Action |
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Change need identified. |
As a result of an Incident, a Problem, or a new business requirement, the Change Initiator recognizes the need for a change to the infrastructure. |
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Create a request for change (RFC). |
While any user can create an RFC from the Change Console, it is usually done by the Change Owner. The owner creates a RFC with the change type, summary, description, requester; reason for change; link(s) to related Problem or Incident, if applicable; and related supporting documentation. |
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Assign the RFC. |
When the RFC is created, it will then be assigned to the group / organization selected by the Change Owner when creating the initial RFC. |
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Selecting the timing / type of change. |
The Change Initiator determines the type / timing of change (i.e., normal, standard, emergency, etc.). |
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Obtain authorization. |
All RFCs will require approvals. The Change Owner must submit the RFC for approval. After gaining approval, only the Change Administrator can move the status to Scheduled. |
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Schedule the change and estimate build time. |
The Change Owner schedules the change and estimates the build time. Planning activities include setting a date for the RFC, assessing risk and impact, and creating plans to accomplish the RFC. |
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Implementing and tracking the change. |
The change is tested and then implemented. Progress and updates are tracked in Remedy. |
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Close RFC. |
The process is complete and the Change is moved to Closed. |
The key roles in the ECM process are:
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Role |
Responsibilities |
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Change Owner |
Directs process design and integration. |
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Change Process Manager |
Manages process, communications, and process improvement. |
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Change Process Coordinator |
Administers the support and operation functions of the ECM process. |
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Department Change Coordinator (Infrastructure Change Manager) |
Responsible for supervising change records within respective department through its lifecycle step. Performs cross-functional communications downstream to affiliate, and upstream to SHSS ECM. |
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Change Owner (Infrastructure Change Assignee) |
Responsible for the overall planning and execution of the change. Assigns the tasks for a change ticket. |
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Change Approver |
Approves the change for the change to then move forward for implementation. |
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Change Implementer |
Performs the work to implement the change. |
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Change Initiator |
Person or group who identifies the need for a change and submits the RFC. |
Next, let's look at the beginning steps to processing an RFC in Remedy.
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Additional Resources |
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