Remedy Change Management 4.0

Remedy Change Management 4.0 User s Guide October November 1999 1999 CM-40B-UG-01 CM-400-UG-01

1991 1999 by Remedy Corporation. All rights reserved. This documentation may not be copied in whole or in part without the prior written consent of Remedy Corporation. Remedy, the Remedy Corporation logo and design, Action Request System, Remedy AR System, ARWeb, Flashboards, Remedy Service Level Agreements, Remedy Change Management, Remedy Asset Management, Remedy Help Desk, and Remedy Purchasing@Work are registered or other trademarks of Remedy Corporation, Mountain View, CA, USA. All other trademarks are the property of their respective owners. U.S. GOVERNMENT RIGHTS. Use, duplication, or disclosure by the Government is subject to Remedy Corporation s commercial software license(s). If you are the U.S. government, you agree that these written materials are commercial computer software -related documentation licensed pursuant to the terms of Remedy Corporation s commercial computer software license(s) in accordance with 48 C.F.R. 12.212 of the Federal Acquisition Regulations and its successors and 48 C.F.R. 227.7202-1 of the DoD FAR Supplement and its successors. Unpublished rights are reserved under the copyright laws of the United States. Part Number: CM-400-UG-01

Table of Contents Preface Audience...................................vii Overview of This Document..........................viii Related Remedy Documents.........................viii Conventions Used in This Manual...................... xi 1 Introducing Remedy Change Management What Is Remedy Change Management?.................. 1-2 What Is New in Remedy Change Management?.............. 1-2 Change Dependencies and Sequence................ 1-3 Approvals............................... 1-4 Risk and Impact Assessment..................... 1-5 Cost Analysis and Management................... 1-5 Reporting............................... 1-5 Remedy Change Management Key Features................ 1-6 Remedy Change Management User Roles................. 1-8 Requester............................... 1-8 Change Supervisor.......................... 1-8 Task Implementor........................... 1-9 Approver................................ 1-9 Manager............................... 1-10 Application Administrator...................... 1-10 Understanding the Levels of Remedy Change Management....... 1-11 The Life Cycle of a Change Request................... 1-12 2 Requester Role Working with Remedy Change Management as Requester........ 2-2 Creating New Change Requests...................... 2-3 Table of Contents iii

Working with Existing Change Requests..................2-5 Closing and Reopening Resolved Change Requests............ 2-9 Using Guides................................ 2-11 Using the Bulletin Board.......................... 2-11 Using Reminders.............................. 2-13 Searching for a Person or Group Record................. 2-17 Working with Table Data.......................... 2-19 3 Introducing the Support Roles Working with Remedy Change Management as Support Staff....... 3-2 Change Supervisor........................... 3-2 Task Implementor...........................3-2 Opening the Remedy Change Support Application.......... 3-3 Using the Remedy Service Console..................3-4 Setting Personal Preferences and Options................. 3-6 Changing Your Personal Record....................3-6 Setting New Request and Search for Request Action Preferences.. 3-8 Setting Paging Type and Paging Criteria Preferences......... 3-9 Setting the View........................... 3-10 Using the Bulletin Board.......................... 3-12 Using Reminders.............................. 3-15 Working with Table Data.......................... 3-19 Printing Change Requests......................... 3-20 4 Change Supervisor Role Working with Remedy Change Management as a Change Supervisor... 4-2 Creating Change Requests.........................4-3 Working with Requester Records...................... 4-6 Searching for Change Requests...................... 4-10 Modifying Existing Change Requests................... 4-13 Accepting Change Request Assignments................. 4-14 Receiving Notifications of Change Request Assignments...... 4-15 Reassigning Change Requests................... 4-17 Planning the Change Request....................... 4-18 Assessing Risk and Impact, and Writing Plans........... 4-19 iv Table of Contents

Planning Dependencies for Change Requests and Tasks..... 4-20 Working with Change Tasks..................... 4-21 Planning the Time for Change Requests and Tasks........ 4-26 Working with Related Requests...................... 4-28 Working with Related and Dependent Change Requests...... 4-30 Working with Assets Related to Change Requests......... 4-34 Working with Help Desk Cases Related to Change Requests... 4-37 Obtaining Approvals for Change Requests................ 4-40 Starting the Approval Process.................... 4-41 Handling Approvals for Emergency Change Requests....... 4-41 Identifying and Adding Approvers.................. 4-42 Monitoring the Approval Process.................. 4-44 Resubmitting a Rejected Change Request............. 4-45 Implementing the Change Request................. 4-46 Monitoring the Progress of a Change Request.............. 4-46 Monitoring Associated Tasks.................... 4-47 Viewing Service Level Agreements................. 4-48 Calculating the Costs of a Change Request............... 4-49 Resolving Change Requests....................... 4-53 5 Task Implementor Role Working with Remedy Change Management as a Task Implementor... 5-2 Accepting Task Assignments........................ 5-2 Reassigning Change Tasks......................... 5-5 Viewing Change Tasks........................... 5-6 Working with a Change Task in Progress.................. 5-7 Closing Change Tasks........................... 5-8 Calculating the Cost of a Change Task................... 5-8 6 Approver Role Working with Remedy Change Management as an Approver....... 6-2 Opening the Remedy Change Approver Application............ 6-3 Approving or Rejecting Change Requests................. 6-4 Reviewing Proposed Change Requests.................. 6-4 Tracking Approval Activity......................... 6-10 Table of Contents v

Assigning Approver Alternates....................... 6-10 Defining Approver Overrides........................ 6-11 7 Manager Role Working with Remedy Change Management as a Manager......... 7-2 Opening the Remedy Change Manager Application.......... 7-3 Using the Remedy Service Console..................7-4 Using the Manager View Menu....................7-7 Working with Escalations..........................7-8 Working with Reassignment Requests...................7-9 Generating Remedy Change Management Reports............ 7-10 Predefined Reports for Remedy Change Management.......... 7-13 Change Approvals Reports..................... 7-14 Change Information Reports..................... 7-14 Change SLA Performance Reports................. 7-17 Change Task Information Reports.................. 7-18 Change TCO Costs Reports..................... 7-19 Changes and Associated Tasks Reports............... 7-21 Using the Bulletin Board.......................... 7-22 Creating New Change Requests...................... 7-22 Searching for Change Requests...................... 7-22 Managing Assets.............................. 7-22 Managing SLAs.............................. 7-22 Working with Change Request Approvals................. 7-23 Calculating the Costs of a Change Request................ 7-25 A Remedy Change Management Flashboards Accessing Remedy Change Management Flashboards...........A-2 Overview of Remedy Change Management Flashboards..........A-4 Customizing Flashboards..........................A-7 Glossary Index vi Table of Contents

Preface The Remedy Change Management 4.0 User s Guide describes how to use the Remedy Change Management TM 4.0 application. Remedy Change Management provides IT organizations with the ability to create, implement, and manage change requests. Audience This guide is for users of the Remedy Change Management application. This includes requesters, who initiate change requests; support staff, who use the application to enter, plan, track, and manage change requests; approvers, who review change requests and approve or reject them; and support managers and divisional IT and IS managers, who generate reports about change requests and staff activity and perform cost analysis. The Remedy Change Management Installation and Administration Guide is a companion to this document. It is intended for Action Request System administrators or application administrators who are responsible for installing and configuring the Remedy Change Management application. There is also comprehensive online help for the Windows NT version of Remedy Change Management. Choose Help On Remedy Change < name of role > to view this online help. Preface vii

Overview of This Document Chapter 1, Introducing Remedy Change Management, provides an introduction and overview of the application. It describes the features, benefits, and components of the application and provides an overview of the business model implemented. Chapter 2, Requester Role, describes the tasks and procedures that the requester performs with the Remedy Change Requester application. Chapter 3, Introducing the Support Roles, describes how support staff work with the Remedy Change Support application. Chapter 4, Change Supervisor Role, describes how change supervisors use the Remedy Change Support application to perform procedures and tasks specific to their role. Chapter 5, Task Implementor Role, describes how task implementors use the Remedy Change Support application to perform the procedures and tasks specific to their role. Chapter 6, Approver Role, describes how approvers work with the Remedy Change Approver application. Chapter 7, Manager Role, describes how managers work with the Remedy Change Manager application. Appendix A, Remedy Change Management Flashboards, describes the sample Remedy Flashboards provided with the Remedy Change Management application. Related Remedy Documents The Remedy Change Management Installation and Administration Guide is intended for Action Request System administrators or Remedy ITSM application administrators who are responsible for installing and configuring the Remedy Change Management application. The Remedy Help Desk User s Guide provides information about using the Remedy Help Desk TM application. This manual contains information for the UNIX and Windows NT platforms. The Remedy Help Desk Administrator s Guide provides information about installing and configuring the Remedy Help Desk application. This manual contains information for the UNIX and Windows NT platforms. The Remedy Service Level Agreements Guide for Users and Administrators describes the installation and configuration of the Remedy Service Level Agreements TM product for use by the administrator. This manual contains information for the UNIX and Windows NT platforms. viii Preface

The Remedy Asset Management Guide for Users and Administrators describes the installation, configuration, and use of the Remedy Asset Management TM application. This manual contains information for the UNIX and Windows NT platforms. The Remedy Asset Management Installation Guide is intended for users who are responsible for installing and licensing the Remedy Asset Management application. The Action Request System Installation Guide details installing and licensing the Remedy Action Request System (AR System ) software. Installation guides are available for Windows 32-bit and UNIX platforms and are provided in both printed and online (PDF) formats. The Action Request System Quick Start Guide provides a general overview, establishes a foundation for use, documents interactive demonstrations, and describes implementing the AR System. This manual pertains to Windows 32-bit platforms. It is provided in both printed and online formats. The Action Request System Concepts Guide defines the key components of the AR System and explains how they work together to address your organization s needs. Read the Action Request System Concepts Guide before undertaking any of the procedures described in the Action Request System Administrator s Guide, Volume 1. This manual pertains to Windows 32-bit and UNIX platforms. It is provided in both printed and online formats. The Action Request System Administrator s Guide, Volume 1: Using Remedy Administrator describes how to use the Remedy Administrator (the Administrator tool) software to set up the AR System and define its local operations. This manual focuses on the Administrator tool s control over forms and applications. It also describes using workflow to create filters, escalations, active links, and guides. This manual pertains to Windows 32-bit platforms. It is provided in both printed and online formats. The Action Request System Administrator s Guide, Volume 2: Performance and Configuration is an online manual that discusses advanced AR System administration topics such as performance issues, database servers, log files, full text searches, ODBC drivers, and advanced active links. This manual pertains to Windows 32-bit platforms for Remedy Administrator and includes information for both the Windows and UNIX versions of the AR System server. It is provided in online format only. The Action Request System Programmer s Guide is a reference guide for programming with the AR System application programming interfaces (APIs), based on C, and its Object Linking and Embedding (OLE) Automation interfaces, based on the Microsoft Component Object Model (COM). This manual pertains to Windows 32-bit and UNIX platforms. It is provided in online format only. Preface ix

The Action Request System Error Messages Guide provides information about AR System exception messages that helps you identify and solve problems within the AR System. This documentation pertains to Windows 32-bit and UNIX platforms. It is provided in online format only. The Action Request System Distributed Server Option Administrator s Guide provides information about operating the AR System in a distributed, multiple-server environment. This manual pertains to Windows 32-bit and UNIX platforms and is available by contacting your authorized Remedy representative. The Flashboards Installation Guide for UNIX helps you install and license the Flashboards product and set up Flashboards users on UNIX and Windows. The Flashboards Administrator s Guide for UNIX describes how the Flashboards administrator can use the UNIX Administrator Tool to create flashboards and statistics, request data, collect history data, and use the Flashboards Performance and AR System Performance variables. The Flashboards Administrator s Guide for Windows describes how the Flashboards administrator can use the Windows Administrator Tool to create flashboards and statistics, request data, collect history data, and use the Flashboards Performance and AR System Performance variables. The Flashboards Troubleshooting and Error Messages Guide describes error messages generated by Flashboards, and it provides troubleshooting tips to help solve common situations. The Flashboards Getting Started Guide leads you through an online demonstration showing the use of Flashboards in a sample help desk environment and describes how you can use the sample flashboards supplied by Remedy Corporation. The Flashboards User Tool Quick Reference Card provides information helpful to anyone using the User Tool. Five Quick Reference Cards are provided for each purchased user license. The Flashboards User Tool and Administrator Tool provide you with application online help that describes how end users and Flashboards administrators can use the User Tool and Administrator Tool respectively. To see a list of the available help topics, choose Help Contents. x Preface

Conventions Used in This Manual bold italic courier <italic_courier> bold courier Indicates a new or important term. Example: filters Indicates a reference to another manual. Example: See the AR System User s Guide. Italic type is also used for emphasis. Example: All users will have access. Indicates computer output and names of various infrastructure components (such as files, directories, machines, and underlying data structures). Example: # Remedy AR System Daemons Indicates a variable directory, file name, or string that users replace with the actual directory, file name, or string. Example: <install_directory> Indicates data to be entered by the user. Example: Type <install_directory>/etc/ar. Indicates a series of menu selections. Example: Choose File Export Definitions. Used in the left margin to indicate a step-by-step procedure. Preface xi

xii Preface

1 Introducing Remedy Change Management Chapter The Remedy Change Management application enables your organization s service desk to create, implement, and manage change requests. This chapter provides an overview of the Remedy Change Management application. It contains the following sections: What Is Remedy Change Management? What Is New in Remedy Change Management? Remedy Change Management Key Features Remedy Change Management User Roles Understanding the Levels of Remedy Change Management The Life Cycle of a Change Request 1-1

What Is Remedy Change Management? The Remedy Change Management application provides a system of planning, scheduling, implementing, and tracking changes that need to be completed within your organization. Remedy Change Management works in conjunction with the Remedy AR System and integrates with other Remedy applications including the following applications: Remedy Help Desk Remedy Asset Management Remedy Service Level Agreements (SLA) Using Remedy Change Management in combination with these 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 SLA application enables you to define service levels and measure the efforts of your support staff as they implement the changes. What Is New in Remedy Change Management? If you have Remedy Help Desk 4.0 installed, you already have access to the Change Tasking module, which is installed as part of the application set. The Remedy Change Management application has additional features that the Change Tasking module does not have: Dependencies between change requests and change tasks, and a definable sequence Approval processes for change requests Risk and impact assessment Cost analysis and management functionality Predefined reports 1-2 Chapter 1 Introducing Remedy Change Management

Change Dependencies and Sequence In both the Change Tasking module and the Remedy Change Management application, all the change tasks belonging to a change request are inherently related to one other due to their association with the parent change request. However, you can determine dependencies within the set of tasks associated with a change request only in Remedy Change Management. Additionally, in Remedy Change Management, you can assign a sequence to change requests that are dependent upon one another. Change Tasking In the Change Tasking module, change requests and change tasks are independent of one another. That is, they can be performed in any order without regard to what is occurring with other changes or tasks. When the change request s status is moved to Scheduled, all its tasks are moved into the Scheduled state, and the implementors are notified. When the last change task is completed, the change request is resolved. These tasks can be completed in any order, and you cannot assign a sequence to them. Remedy Change Management In the Remedy Change Management application, change requests and tasks can be assigned a sequence number that determines dependencies between the change requests or tasks. The change request or task with a lower sequence number must be completed before those with higher numbers can be completed. More than one change or task can have the same sequence number and are considered peers. When sequence numbers are assigned, the changes and tasks must be completed in the correct order. For example, a task with the sequence number 3 can be completed only after all tasks with sequence numbers 1 and 2 are completed. Change requests or tasks with the same sequence number are considered peers, and can be completed in any order. You can choose to enforce the change or task sequence, not enforce it, or provide a warning message to alert the implementor when a task is performed out of sequence. Change Dependencies and Sequence 1-3

Approvals Application administrators can define an approval process for Remedy Change Management in which a series of people must review and approve a proposed change request. Only after approval is granted can the change request be scheduled. The approval process is handled by the following people: The application administrator selects the approval process, determines which types of change requests will need approval, and in some cases, selects the approvers. Change requests that have an Emergency designation may be allowed to bypass the approval process depending on the administrator s configuration. The change supervisor starts the approval process for the change request by moving the request s status to Pending Approval. This usually occurs when the planning stage is complete. The change supervisor monitors the approval process to ensure that it proceeds as expected. 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 is automatically set to Approved. The change supervisor is notified that the change has been approved, and the change request s Pending field is set to Supervisor Action. The change supervisor must change the Status to schedule the change request for implementation. If the change request is rejected by any approver, the approval process is stopped. The supervisor 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. 1-4 Chapter 1 Introducing Remedy Change Management

Risk and Impact Assessment The change supervisor is responsible for planning the change request. This includes assessing the risks and impact of the change request. The change supervisor can estimate the impact by using the risk assessment functionality. This includes assessing business and technical risks, estimating the number of users affected, and specifying the impact. Cost Analysis and Management The change supervisor can specify and assess the costs of the change request including parts, labor, and other associated costs. The cost can be related to assets if the Remedy Asset Management application is installed. The total of all incident costs for a change request is automatically calculated. Reporting Support staff and managers can use Remedy Change Management to generate predefined reports enabling them to monitor and track the status of change requests, tasks, and approvals; to determine the costs of change requests; and to view the reports with the built-in Seagate Crystal Reports viewer. They can also design their own reports. Risk and Impact Assessment 1-5

Remedy Change Management Key Features The Remedy Change Management application provides a number of features that make planning and implementing changes in your organization more manageable: Flexible installation options If the installation program detects a previous installation of the Change Tasking module, it upgrades the existing forms and workflow to include the additional Remedy Change Management functionality. Change tasks Change supervisors can create tasks that define the specific activities of the change request. These change tasks are tracked and monitored separately from the change request, but the overall change request monitors the progress of the tasks. Integration with other Remedy applications Change requests can be associated with help desk cases, assets, and service level agreements. Dependencies You can define the sequence in which change requests or tasks related to a change request should be performed. You can choose different options of enforcement for this sequence. Advance change task scheduling Tasks can be planned in advance. Task implementors are not actually notified until the tasks are moved into the Scheduled state. Approval process You can select from two predefined processes where approvers must review and authorize certain change requests before they can be implemented.your administrator can also determine whether change requests that are designated as emergencies can bypass the approval process, or be subject to an emergency approval process. Three-tiered change request and change task categorization Administratordefined menus enable users to quickly describe the categorization (category, type, and item) and location (region, site, and department) of a change request or task. Flexible reporting Support staff and managers can generate predefined reports enabling them to monitor and track the status of change requests, tasks, and approvals and can view them with the built-in Seagate Crystal Reports viewer. They can also design their own reports. Viewing with Remedy Flashboards Change request data can be viewed visually by using Remedy Flashboards, which are graphic representations of data in the form of buttons, charts, fields, and meters. Group and individual assignments Change requests and tasks are automatically assigned to either individual support staff members or to groups based on categorization of the change request and the corresponding responsibilities associated with the support staff members or groups. 1-6 Chapter 1 Introducing Remedy Change Management

Master work schedule This schedule defines the service desk s business hours (workdays and holidays) for use in escalations and for tracking time spent on each change request or task. Escalations Conditions for escalating change requests are monitored on a regular basis, and escalation actions are performed such as sending a reminder to the support staff member s manager. The Remedy Change Management application has four predefined escalations for urgent-, high-, medium-, and low-urgency change requests. Common database of people and groups This database stores requester information and information about the support staff groups and individuals. This database is shared by the various Remedy applications. Online help Comprehensive online help is available for the Windows NT version of Remedy Change Management. Choose Help On Remedy Change Management <name of application> to view the help. Customizability Support staff and managers can customize their personal Preferences dialog box. For example, they can specify what form is displayed when they begin creating a request. Remedy Service Console The primary interface for Remedy Change Management is the Remedy Service Console. Users can perform their primary tasks from the console, based on their role. Each role has a separate console. The roles are: requester, support (change supervisor and task implementor), approver, and manager. The Remedy Service Console provides an assigned requests list from where support staff can view and access assigned requests. Cost assessment You can assess the costs of the change including parts, labor, and any other cost. Remedy Change Management Key Features 1-7

Remedy Change Management User Roles The Remedy Change Management application defines six types of users: Requester Change supervisor (Support) Task implementor (Support) Approver Manager Application administrator Although the responsibilities of these users may vary from organization to organization (and in some organizations, one person may fulfill several roles), they generally include the responsibilities outlined in the following sections. Requester Requesters are business users who request changes from the support staff. While any AR System user can enter change requests into the system, change requests will likely be initiated by a change supervisor or manager. Requesters can access their version of the Remedy Change Management application through the Remedy Change Requester icon. For information about the requester s role and step-by-step procedures for completing requester tasks, see Chapter 2, Requester Role. Change Supervisor The change supervisor is typically a member of the support staff and is responsible for creating, planning, and tracking the change request. Planning activities include scheduling the change request; identifying, creating, and sequencing the tasks that must be performed to accomplish the change; assessing risks; creating plans; scheduling people and resources to implement each task; and estimating the costs of the change request. While the change request can be created by any requester, it is usually the change supervisor who creates the change request. When a change request is created, it is automatically assigned to the appropriate change supervisor according to its categorization. The supervisor group or individual can be notified of assigned change requests by email, pager, or through Remedy Notifier. After completing the planning phase, the supervisor initiates the approval process (if applicable), which notifies designated approvers that their approval is needed for a change request. If the change has been designated as an emergency, the supervisor may need to specify the approvers. 1-8 Chapter 1 Introducing Remedy Change Management

When the change has been approved, the supervisor is notified and moves the change into the Scheduled state. Tasks are then automatically assigned to the appropriate task implementors. Change supervisors can access their version of the Remedy Change Management application through the Remedy Change Support icon. For general information about support, see Chapter 3, Introducing the Support Roles. For specific information about the change supervisor s role, and step-bystep procedures for completing typical change supervisor tasks, see Chapter 4, Change Supervisor Role. Task Implementor Task implementors are support people or groups responsible for completing the change tasks that make up a change request. When a change supervisor creates and schedules change tasks, the task implementors are notified of tasks assigned to them by email or through Remedy Notifier. After tasks are assigned, task implementors log their progress as they complete the tasks. When all of the tasks related to a change request are closed, the requester and supervisor are notified that the change is resolved. Task implementors can access their version of the Remedy Change Management application through the Remedy Change Support icon. For general information about support, see Chapter 3, Introducing the Support Roles. For specific information about the task implementor s role and step-by-step procedures for completing typical task implementor responsibilities, see Chapter 5, Task Implementor Role. Approver An approver is an individual or group of users who must approve or reject a change request before it can be scheduled. Depending on which approval process your organization is using, the approver will be the manager of the requester or a person (or group) that has been designated by the application administrator. Approvers are notified of approvals that require their review by email or through Remedy Notifier. Approvers can access their version of the Remedy Change Management application through the Remedy Change Approver icon. This application is accessible to everyone. For information about the approver role and step-by-step procedures associated with approvers, see Chapter 6, Approver Role. Task Implementor 1-9

Manager The manager is responsible for general, day-to-day issues from a personnel and customer satisfaction perspective. Typical management activities include approving requests, handling assignments, and generating reports to monitor support staff activity involved in fulfilling the change request. Managers can access their version of the Remedy Change Management application through the Remedy Change Manager icon. For information about the manager role and step-by-step procedures for completing manager responsibilities, see Chapter 7, Manager Role. Application Administrator The responsibilities of the application administrator most likely include installing and licensing the application and configuring it to meet your organization s business needs. Some of the configuration tasks include: Creating and maintaining change request and task categorization. Defining and populating support and general staff notification groups. Assigning licenses. Configuring the approvals. For more information about configuring the Remedy Change Management application, refer to the Remedy Change Management Installation and Administration Guide. 1-10 Chapter 1 Introducing Remedy Change Management

Understanding the Levels of Remedy Change Management The support staff is divided into two roles: change supervisors, who plan and track change requests, and task implementors, who carry out the change tasks. The application, therefore, provides two levels for tracking change activities: the change request and a series of related change tasks. A change request is a request for an activity that will be implemented by the support staff. Change requests can affect an individual, a group of people, or an entire organization. Change requests often comprise many activities performed by many people, rather than a single action. Change supervisors are responsible for planning and managing change requests. They can track change requests individually, or they can create tasks related to the change request and assign these tasks to other staff members. The level of Remedy Change Management you use depends on the complexity of the change request and how the work is distributed within your organization. You could create and track change requests individually, or you could create multiple tasks. Individual Change Requests For example, if you are a change supervisor who has received a request to upgrade the operating system on workstations for the Sales department, you can track the change request as an individual item. You might use this approach if your organization is small and one person is responsible for the entire change request. Change Requests with Multiple Tasks A change request can comprise several change tasks that must be coordinated. For example, the task of upgrading the operating system on workstations for an entire organization can involve the following tasks, in the order shown: Verifying who needs or has the prerequisite hardware and software installed. The task implementor can use Remedy Asset Management to do this, if the application is installed. Ordering the necessary hardware and software. The task implementor can use Remedy Purchasing@Work to do this, if the application is installed. Performing the actual installation In this example, the change supervisor creates tasks and assigns them to task implementors, who carry out the tasks. Each change request and change task can be assigned a sequence number to define the order in which they should be completed. Tasks can be scheduled and monitored separately from the other change requests. Different task implementors can be assigned to work on different tasks. The change request monitors the tasks progress and cannot be resolved until all of them are completed. Understanding the Levels of Remedy Change Management 1-11

The Life Cycle of a Change Request The normal cycle of a change request consists of these stages: A new change request is created. There are several ways this can occur. The requester can enter the change request directly in the Remedy Change Requester application, or the requester can contact the support staff by email or telephone. The support staff then enters the new change request into the Remedy Change Support application. The change request is automatically assigned to the appropriate support group or individual. When change requests are assigned to them, support staff members are notified by email or through Remedy Notifier. The change supervisor plans the request. This includes setting dates, writing plans, and estimating the risk. If the change request must be divided into several change tasks, the change supervisor can create these tasks. If the change request requires approval, the change supervisor initiates the approval process. Each level of approvers must review the request and approve it. When all have granted approval, the change supervisor can set the change request s Status to Scheduled. Change tasks are assigned automatically to the appropriate task implementors. Support staff members log their progress as they work to implement the change request and the tasks it comprises. When a task is completed, the implementors for the tasks with the next number in the sequence are notified of their task assignments. Task implementors can calculate the cost of implementing their tasks. When all the task implementors have finished their tasks and have marked them as Closed, the change request can be resolved. The change supervisor can calculate costs involved with implementing the change request. The system notifies the requester that the change request has been resolved. When the requester is notified of the change of status, 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 or requests, the change supervisor for the next change request in the sequence is notified. 1-12 Chapter 1 Introducing Remedy Change Management

Figure 1-1 on page 1-14 is an illustrated sample life cycle model that describes the life cycle of a typical change request. There may be some variation depending on how you configure and implement changes within your organization. For example, the model shows the use of change tasks, but you may choose to only use change requests. This model does not show cost assessment as part of the life cycle, but this is something you may choose to do in your business process. It also shows the use of multilevel approvals and dependencies, where you could choose to use a single approver or bypass the approval process altogether. Lastly, it shows a combination of group and individual assignments to task implementors. The Life Cycle of a Change Request 1-13

Notification is sent to change supervisor Requester creates a new change request Change Supervisor plans the change Assess All Risks and Impact Create Tasks and Dependencies Create Implementation Test Create Plan If approval is required, notification is sent to approvers Approval Process Approvers Level 1 Approvers Level 2 Individual Task Implementors If no approval is required Change Supervisor moves the status to Scheduled Assignment of Dependent Tasks* Approval notification is sent to supervisor Group Task Implementors Francie Frontline Bob Backline Tasks completed assignment assignment Task 1 - Sequence 1 Task 2 - Sequence 2 Task 3 - Sequence 2 Task 4 - Sequence 3 Task 5 - Sequence 3 * Dependencies exist only between tasks with different sequence numbers. Tasks with the same sequence numbers are considered peers and can be completed in any order. completed in any order. Tasks with lower sequence numbers must be completed before tasks with a higher sequence number can begin. assignment assignment assignment HW - Config SW - Servers SW - Desktops Tasks completed Notification to supervisor and requester Figure 1-1 Change supervisor moves the status to Resolved Life Cycle of a Change Request Notification to supervisor and requester 1-14 Chapter 1 Introducing Remedy Change Management

2 Requester Role Chapter This chapter provides information about the Remedy Change Requester application and the activities you can perform as a requester. The chapter discusses the following topics: Working with Remedy Change Management as Requester Creating New Change Requests Working with Existing Change Requests Closing and Reopening Resolved Change Requests Using Guides Using the Bulletin Board Using Reminders Searching for a Person or Group Record Working with Table Data 2-1

Working with Remedy Change Management as Requester The Remedy Change Management application enables your organization s service desk to implement and manage your change requests. The various members of your organization can use different versions of the Remedy Change Management application, based on their role. The requester is someone in the organization who needs to have a change implemented and uses the Remedy Change Requester application to create the change request. Any member of your organization can be a requester. The Remedy Service Console is the primary interface for Remedy Change Requester. From the Remedy Service Console, you can create a change request and submit it to the system, and you can search for and view previously created requests. Opening the Remedy Change Requester Application Double-click the Remedy Change Requester icon on your desktop. Figure 2-1 Remedy Change Requester Icon The Remedy Service Console is displayed. Figure 2-2 Remedy Service Console for the Requester Role 2-2 Chapter 2 Requester Role

The Remedy Service Console is the primary interface for Remedy Change Requester. It provides quick access to the information you need and to the procedures that you perform most frequently. These are the buttons on the Remedy Service Console: New Request enables you to create a new change request. Check Status enables you to view a summary of all your change requests. From there you can open and view individual requests. Survey appears only if you have the Remedy Help Desk 4.0 application installed. It enables you to fill out surveys for help desk cases. Creating New Change Requests Requesters who need changes implemented can contact the responsible department by telephone, email, or by creating change requests directly through the Remedy Change Requester application. Use the following procedure to create a change request from the Remedy Service Console. Note Depending on the business model of your organization, change requests can be created by requesters using Remedy Change Requester or by change supervisors using Remedy Change Support. For information about creating change requests as a change supervisor, see Creating Change Requests on page 4-3. If the change request is an emergency request, you may want to ask the change supervisor to create your change and designate it as an emergency. Depending on your organization s business model, emergency requests may be allowed to bypass the approval process. Creating a Change Request 1. On the Remedy Service Console, click New Request. Figure 2-3 New Request Button Creating New Change Requests 2-3

The New Request form is displayed, as shown in Figure 2-4. Figure 2-4 New Request Form 2. In the Urgency field, select the urgency for having this change request completed. 3. In the Summary field, select a description of the change that you require. The options you can choose from have been predefined by the application administrator. If no predefined description is appropriate for the change you want implemented, type a description into the field. 4. In the Details field, enter more detailed information about the change request (if appropriate). 5. If applicable, in the Requested Date field, enter the date by which you need the change request implemented. You can enter the date directly in the field, using the mm/dd/yyyy format. Or, you can click on the time button and select the date from the calendar that appears. 6. Click Save to create the change request and submit it to the database. When you create the change request, a dialog box reporting the assigned group or individual is displayed. The request is automatically assigned to the appropriate group or individual member of the support staff. 7. Click OK. A message appears, informing you that the change request has been submitted, and providing you with the ID of the request. 8. Click OK. The Remedy Service Console is displayed. 2-4 Chapter 2 Requester Role

Working with Existing Change Requests When working with change requests, you can perform the following tasks: View a summary of your change requests Check the status of a change request. For example, if a change request requires approval before it can be implemented, you can check on the approval process status. Modify a change request Print a change request within its form so that the form itself is printed and shows the request data within the fields Print a quick report of the change request so that only the request data is printed Viewing a Summary of Your Change Requests 1. On the Remedy Service Console, click Check Status. Figure 2-5 Check Status Button 2. The Request Status dialog box is displayed. It lists all the change requests that you have created. Figure 2-6 Request Status Dialog Box You can print this summary, or you can open a listed change request to view more detailed information. Working with Existing Change Requests 2-5

For information about printing the summary, see Printing the Table Data on page 2-19. For information about checking the status of a change request, see the following procedure. 3. Click Close to close the Request Status dialog box. Checking the Status of a Change Request 1. On the Remedy Service Console, click Check Status. The Request Status dialog box is displayed. It lists all the change requests that you have created. 2. To view a specific change request, select the item, and click Details. The Modify Change Request form opens. It displays the request details. Figure 2-7 Modify Change Request Form, Requester View You can view the request status and the following information: In the top region of the change request form, you can see the request s status and approval status. In the Support Information region of the General tab, you can view to whom the request has been assigned. 2-6 Chapter 2 Requester Role

In the Plans tab, you can view the plans that the Support staff has created for the change request. The Work Log provides information that support staff entered about the request s progress. The Audit field provides systemgenerated information about the different stages of the change request. The Planned Time region indicates the time allotted to the request as well as the proposed Start Date and End Date. The Actual Time region shows how much time was spent on the request, and it shows the actual Start Date and End Date. In the Approvals tab, you can view the approvers for the change request and its approval status. For more information about reviewing approvals, see Viewing or Modifying the Approval Status of a Change Request on page 2-7. 3. Choose File Close to close the form and return to the Remedy Service Console. Viewing or Modifying the Approval Status of a Change Request 1. On the Remedy Service Console, click Check Status. The Request Status dialog box is displayed. It lists all the change requests that you have created. 2. Select the change request that you want to change, and click Details. The Modify Change Request form opens. It displays the request details. 3. Click the Approvals tab. Two tables are displayed. You may have to click the tables to show the listings. The tables show two lists of approver signatures for a change request: current approver signatures, and expected approver signatures: Current Signatures contains the approvers whose signatures are required on the current level (and prior levels, if applicable). This list does not show the approvers required for future levels. The table provides the following information: Signature Status indicates whether the request has been approved. Approver Signature indicates who has provided approval (original approver or alternate). Alternate Signature indicates who, if anyone, has the authority to provide approval if the original approver is unavailable. Expected Signatures contains the approvers whose signatures are expected for future levels, if it is possible to determine them. Each approver s level is shown so that you can see at which point in the process the approver will receive the request for review. 4. To see more detailed information about an approver s assessment, select the approver whose signature you want to review. If you are listed as an approver, and want to provide approval, select your own name. Working with Existing Change Requests 2-7

5. Click Details. The Modify Change Request Signature Line form appears. 6. Click on the tab that you wish to review. Signature This tab shows whether the approver has approved or rejected the change. The Audit Trail field enables you to view the approval history for the request. Change Details You can see general information about the change request, including the requester, the assigned support staff member, the scope of the request, its urgency, and a detailed description. Plans You can review the proposed dates for the request, and the assessments that the change supervisor has made about the request s estimated risks and impact. 7. If you want to approve the request: a. In the Signature tab set the Signature Status field to Approved. For more information about changing the Signature Status, refer to Changing the Signature Status of the Change Request on page 6-5. b. Click Save. 8. Choose File Close to close the Modify Change Request Signature Line form. Modifying a Change Request 1. On the Remedy Service Console, click Check Status. The Request Status dialog box is displayed. It lists all the change requests that you have created. 2. Select the change request that you want to change, and click Details. The Modify Change Request form opens. It displays the request details. 3. Make the appropriate changes in the form. You can make modifications only if you created the change request, if the AR System server is in Submitter Locked mode, and if you have the appropriate license. You can change only those fields to which you have write access, such as the Description field. If you try to make changes to fields to which you do not have access, a message will inform you that you do not have access when you try to save the changes. 4. Click Save. 5. Choose File Close to close the form. 2-8 Chapter 2 Requester Role

Printing a Change Request Form 1. Open the form that you want to print. For example, follow the instructions in Checking the Status of a Change Request on page 2-6 to open the Modify Change Request form. 2. If you want to preview the form first, choose File Print Preview. The form is displayed in preview mode. You can print directly from here. 3. If you do not want to preview the form, choose File Print. The Print dialog box is displayed. 4. Select your print options, and click OK. A graphical view of your form as it appears on your desktop is printed. Printing a Quick Report of a Form 1. Open the form that you want to print. For example, follow the instructions in Checking the Status of a Change Request on page 2-6 to open the Modify Change Request form. 2. Choose Utilities Quick Report. The Print dialog box is displayed. 3. Select your print options, and click OK. The resulting printed report provides the form name and field information. Closing and Reopening Resolved Change Requests You are automatically notified when a change request is implemented and marked as Resolved. You can then review the request and close it. If you are not satisfied with the resolution, you can reopen the change request. The request s status changes to Assigned, and the assignee is notified. If you do not close or reopen it, the change request automatically closes after the time interval specified by the administrator. Note If you cannot modify the change request, contact your AR System administrator. You must have an AR System Write license and a CHG-Fixed or CHG-Floating License Type to be able to make modifications. Closing and Reopening Resolved Change Requests 2-9

Closing a Resolved Change Request 1. On the Remedy Service Console, click Check Status. The Request Status dialog box is displayed. It lists your change requests. 2. Select the resolved change request that you want to close, and click Details. The change request opens in its form. 3. Click the Activity tab. 4. In the Work Log field, enter information about why you have closed the request. 5. Set the Confirm Resolution field to Closed. This will automatically set the Status field to Closed when you save the change request. 6. Click Save. A message informs you that support has been notified. 7. Click OK. Reopening a Resolved Change Request 1. On the Remedy Service Console, click Check Status. The Request Status dialog box is displayed, listing your change requests. 2. Select the resolved change request that you want to reopen, and click Details. The change request opens in its form. 3. Change the Confirm Resolution field to Reopen. 4. Click the Activity tab. 5. In the Work Log field, enter information to document why you are reopening the change request. 6. Click Save. A message informs you that the change request status is returned to Assigned. The assignee is notified. 7. Click OK. 2-10 Chapter 2 Requester Role

Using Guides A guide is a set of steps that leads you through a process. For example, a guide can lead you through the process of filling out a form and creating a new change request or finding existing change requests for the form. Instructions for completing the process most often appear in the prompt bar, though they may also appear elsewhere. Your application administrator designs all guides and guide behavior including how you can run and close them. For more information about guides, refer to Remedy User Help. Running a Guide 1. Choose View Prompt Bar Visible. The prompt bar appears. 2. Choose File Begin a Task. The Begin a Task dialog box appears. If you have guides available, they are identified as such. 3. Select the guide you want to run. 4. Click OK. 5. Follow the instructions that are displayed in the Prompt Bar. Using the Bulletin Board You can use the Bulletin Board feature to view messages posted by support staff, management, and administrator groups. Only users in the support, management, and administrator groups can create or delete bulletin board messages. Viewing a Bulletin Board Message 1. Choose Utilities Bulletin Board. Using Guides 2-11

The Bulletin Board window is displayed. Figure 2-8 Bulletin Board 2. Select a bulletin, and click Details. The Bulletin window is displayed. Figure 2-9 Bulletin with Attachment 3. If the bulletin contains an attachment, you can view it: a. Right-click on the attachment in the Attachments field. b. From the menu that appears, choose Open Attachment. The attachment opens. 4. Click Close to close the message. 5. Click Close to close the Bulletin Board. 2-12 Chapter 2 Requester Role

Using Reminders Reminders enable you to create notes for yourself and others. You can send them by email or through Remedy Notifier, and you can specify when they will be sent. You can create generic reminders, or you can create reminders that are associated with a specific change request. For example, you can send yourself a note about a specific change request to remind yourself to follow up on its implementation. Whether you access reminders from the Remedy Service Console or from within a change request determines which reminders you will be able to view: When you open the reminders dialog from the Remedy Service Console, you can view all reminders that you have created. When you open reminders from within a change request (if you have a change request form open), you can view all reminders associated with that request. This includes reminders created by other users of Remedy Change Management. You can modify or delete only the reminders that you have created. Creating a Reminder 1. From the Remedy Service Console, or from within a change request, choose Utilities Reminders. The Reminders dialog box is displayed. 2. Click the Create Reminder tab. Figure 2-10 Create Reminder Tab Using Reminders 2-13

3. In the Link to Request ID field, enter the change request ID with which you want to associate the reminder. If you opened the Reminders dialog box from within a change request, this field is automatically filled in with the appropriate request ID. You can delete it if you do not want to associate the reminder with this request. 4. In the Form field, enter the form name with which you want to associate the reminder. This indicates whether the reminder pertains to a change request or to a help desk case (if the Remedy Help Desk 4.0 application is installed). If you opened the Reminders dialog box from within a change request, this field is automatically filled in with the appropriate form name. You can delete it if you do not want to associate the reminder with this form. 5. Select one of the following notification methods from the Notification field: Notifier sends the reminder through Remedy Notifier. You must fill in the AR Login field to use this notification method. Email sends the reminder by email. You must fill in the Email field to use this notification method. User Default sends the reminder based on the notification method specified by the administrator for that user. 6. In the Time field, enter the time that you want the system to send the reminder. You can type the information, or you can click the button next to the field and select the time from the calendar that appears. By default, the Time field contains the current date and time. 7. In the Notify option fields, select Individual or Group. 8. Type the name of the person or group that you want to notify in the Person or Group field. If you do not know the name, you can perform a search. For more information about searching for a person s record, see Searching for a Person or Group Record on page 2-17. 9. If you want to view more detailed information about the person or group that you have selected, click Profile. The Person Information or Group Information dialog box is displayed. You cannot make changes in this dialog box. When you have finished reviewing it, click Close. 10. In the Subject field, enter information about the reminder. The information in this field appears in the subject line if the reminder is sent by email. 2-14 Chapter 2 Requester Role

11. Type the reminder message in the Message field. Note Do not type text in the Log field. This field records the subject line and message of the reminder when it is sent. 12. Click Save. 13. Click Close to close the Reminders dialog box. The reminder will be sent at the time you specified. Viewing and Modifying Existing Reminders 1. From the Remedy Service Console or from within a change request form, choose Utilities Reminders. The Reminders dialog box is displayed. If you opened the dialog box from the Remedy Service Console, all reminders that you created are displayed. If you opened the dialog box from within a change request, only the reminders associated with that request are displayed. 2. In the Show Reminders field, select the set of reminders that you want to view. Choices are All, Pending, and Sent. The reminders are displayed in the table. 3. Select a reminder, and click Details. 4. The Reminder Details dialog box is displayed. Figure 2-11 Reminder Details Dialog Box 5. To make changes, update the reminder, and click Save. A message reports that the reminder has been modified. Using Reminders 2-15

6. Click Close to close the Reminder Details dialog box. 7. Click Close to close the Reminders dialog box. Deleting Existing Reminders 1. From the Remedy Service Console or from within a change request, choose Utilities Reminders. The Reminders dialog box is displayed. If you opened the dialog box from the Remedy Service Console, all reminders are displayed. If you opened the dialog box from within a change request, only the reminders associated with that request are displayed. 2. In the Show Reminders field, select the set of reminders that you want to view. Choices are All, Pending, and Sent. The reminders appear in the table. 3. Select the reminder that you want to delete. 4. Click Delete. A message reports that the reminder has been deleted. 5. Click Close to close the Reminders dialog box. 2-16 Chapter 2 Requester Role

Searching for a Person or Group Record If you are not certain whether a person or group already has an existing record in the People database, you can perform a search. You can view the person s or group s record, but you cannot modify it. Searching for a Person s or Group s Record 1. Open a Change Request form. 2. Position your cursor in the form s Person or Group field. 3. Press Enter. The Search People or Search Group dialog box is displayed. Figure 2-12 Search People Dialog Box 4. Enter search criteria in the appropriate fields. 5. Click Search. The Search Results table shows the matching records. 6. To view a record, select it, and click Details. Searching for a Person or Group Record 2-17

The Person or Group Information dialog box is displayed. Figure 2-13 Person Information Dialog Box While you can view other people s records, you can make changes only to your own record. 7. Click Close. 2-18 Chapter 2 Requester Role

Working with Table Data The Remedy Change Requester application contains tables that display data. You can update the data within these tables to show any new information, sort the data, and print it. For example, when you click Check Status on the Remedy Service Console, the Request Status dialog box is displayed, and shows a table of all the change requests that you have created. Updating the Table Data 1. Right-click on the table. 2. From the context menu that appears, choose the item you want. Refresh Table loads the latest data into the table. The administrator can set a limit on how many records are loaded into the table. The status bar of the main window indicates how many records are loaded. Refresh All in Table loads the latest data into the table and overrides any limitations the administrator may have set on how many records can be returned. Note that if a large number of records are returned, your server s performance may be slower. Clear Table removes the table data. To view new data, click in the table. Sorting the Table Data 1. Click on the header of the column by which you want to sort the table. The list of items is ordered according to that column. 2. To reverse the sort order within that column, click the column header again. Printing the Table Data 1. Right-click on the table. 2. From the context menu that appears, choose Print Table. The Print dialog box is displayed. 3. Enter the printing specifications. 4. Click OK. Working with Table Data 2-19

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3 Introducing the Support RolesChapter The support staff are service desk professionals who create, plan, schedule, monitor, and implement change requests and change tasks using Remedy Change Support. This chapter provides an overview of the two support roles, change supervisor and task implementor. For information about the change supervisor s specific responsibilities, see Chapter 4, Change Supervisor Role. For information about the task implementor s specific responsibilities, see Chapter 5, Task Implementor Role. This chapter describes the information that is common to both roles. It includes the following sections: Working with Remedy Change Management as Support Staff Setting Personal Preferences and Options Using the Bulletin Board Using Reminders Working with Table Data Printing Change Requests 3-1

Working with Remedy Change Management as Support Staff There are two main support roles: change supervisor and task implementor. The change supervisor is usually responsible for creating and managing the change request; the task administrator is usually responsible for carrying out the tasks that comprise the change request. Change Supervisor A change request can be created by either a requester using the Remedy Change Requester application or by the change supervisor using the Remedy Change Support application. After the change request is created, the request is automatically assigned to the appropriate change supervisor (a group or person) based on the organization s support staff groupings and categorization of the change request. Change supervisors are notified of changes assigned to them by email, pager, or Remedy Notifier. The change supervisor is responsible for accepting change request assignments and for planning the change request. Planning activities include identifying, creating, and assigning the tasks that must be performed to accomplish the change; determining the impact by assessing the different kinds of risks; and writing plans. If approval is required, the change supervisor must initiate the approval process and, when it is finished, move the change into the implementation phase. The change supervisor monitors the progress of the change. Task Implementor Task implementors are support staff members who perform the tasks associated with a change request. For example, a change request for ergonomic assessment could comprise these tasks: Performing the ergonomic assessment Ordering a new chair and mouse Each change task can be tracked and monitored separately from the other change tasks. For example, different task implementors can be assigned to work on different tasks, and the task work logs contain information relevant to the task. When a change supervisor assigns change tasks, the task implementors are notified of tasks assigned to them by email, pager, or Remedy Notifier. After a task is assigned, task implementors can log their progress as they complete the task. When all the tasks of a change request are closed, the change request is automatically marked as Resolved. 3-2 Chapter 3 Introducing the Support Roles

Opening the Remedy Change Support Application When you start Remedy Change Support, the Remedy Service Console is displayed. The console lists the requests assigned to you and provides quick access to the functions you perform as a support staff member. Opening the Remedy Change Support Application 1. Double-click the Remedy Change Support icon on your desktop. Figure 3-1 Remedy Change Support Icon The Remedy Service Console is displayed. Figure 3-2 Remedy Service Console for the Support Role Opening the Remedy Change Support Application 3-3

The types of requests that are displayed depend on the Remedy applications that are installed. Each type of request is identified by a specific prefix: CHG identifies change requests. TSK identifies change tasks. HD identifies help desk cases. Remedy Help Desk must be installed for you to be able to create and view help desk cases. The Remedy Service Console provides quick access to the information you need and to the procedures that you perform most frequently. Using the Remedy Service Console The Remedy Service Console is the primary interface for Remedy Change Management. There are five buttons on the Support view of the Remedy Service Console: New Request Search for Request Bulletin Board Reporting Manage Assets New Request Click the New Request button if you want to create a new change request. The New Change Request form is displayed. Refer to Creating Change Requests on page 4-3 for more information about creating change requests. Figure 3-3 New Request Button 3-4 Chapter 3 Introducing the Support Roles

Search for Request Click the Search for Request button if you want to search for existing requests. Refer to Searching for Change Requests on page 4-10 for more information about searching for change requests. Figure 3-4 Search for Request Button Bulletin Board The Bulletin Board enables you to view and create messages that can be viewed by the entire organization or by users in the support, approver, management, and administrator groups. For information about using the Bulletin Board, see Using the Bulletin Board on page 3-12. Figure 3-5 Bulletin Board Button Reporting Click the Reporting button if you want to generate predefined reports on change requests. You can view them with the built-in Seagate Crystal Reports viewer. Although managers are more likely to create reports, support can do so as well. For information about generating reports, see Generating Remedy Change Management Reports on page 7-10. Figure 3-6 Reporting Button Using the Remedy Service Console 3-5

Manage Assets Click the Manage Assets button if you want to create and search for assets and components. For this button to be enabled on your console, you must have Remedy Asset Management or Remedy Help Desk installed. For information about using the Remedy Asset Management application, see Remedy Asset Management Guide for Users and Administrators. Figure 3-7 Manage Assets Button Setting Personal Preferences and Options You can customize the Remedy Change Support application by setting personal preferences and options. You can: Modify your personal record. Determine the forms that appear when you begin creating a new request. Determine the forms that appear when you search for an existing request. Specify paging criteria that determines how and when you are notified of request assignments by being paged. Changing Your Personal Record You can open your record and make changes to it. Changing Your Personal Record 1. Choose Utilities Personal Preferences. 3-6 Chapter 3 Introducing the Support Roles

The Setup Personal Preference dialog box is displayed. By default your name appears in the Login Name field. You cannot change this. Figure 3-8 Setup Personal Preference Dialog Box 2. Click Profile. The Person Information form is displayed. It displays your record. 3. Modify the appropriate fields. 4. When you have finished making changes to your record, click Save. A message reports that your record was modified. 5. Click OK. 6. Click Close to close the Setup Personal Preference dialog box. Changing Your Personal Record 3-7

Setting New Request and Search for Request Action Preferences You can specify which form will appear when you create a new request or start a search. Setting New Request and Search for Request Action Preferences 1. Choose Utilities Personal Preferences. The Setup Personal Preference dialog box is displayed. 2. In the New Request Action field, choose an option to determines what form is displayed when you click New Request on the Remedy Service Console: Open Front Line Support Dialog A generic New Request form opens. You can use this form to submit help desk cases and change requests. It has fewer fields to fill in than the New Help Desk Case and New Change Request forms, and it can be used by frontline support staff to quickly log callers requests of either type. This is the default. Open Help Desk Module You can choose this option only if you have the Remedy Help Desk application installed. A New Help Desk Case form opens. This option is useful if you work only with help desk cases and do not usually work with change requests. Open Change Tasking Module A New Change Request form opens. You can create new change requests in this form. This is the default. Open Selection Dialog You can choose this option only if you have the Remedy Help Desk application installed. A selection dialog box opens. The dialog box presents the choice to open either a New Help Desk Case or a New Change Request form. This option is useful if you regularly work with both help desk cases and change requests. 3-8 Chapter 3 Introducing the Support Roles

3. In the Search for Request Action field, choose an option. The option you choose determines what form is displayed when you click Search for Request on the Remedy Service Console: Open Help Desk Module You can choose this option only if you have the Remedy Help Desk application installed. A Search Help Desk Cases form is displayed. This option is useful if you work only with help desk cases and do not usually work with change requests. Open Change Tasking Module A Search Change Requests form is displayed. You can enter search criteria in this form, and you can search for existing change requests. This is the default. If Remedy Change Management is the only installed application, this is the only option available. Open a Selection Dialog You can choose this option only if you have the Remedy Help Desk application installed. A selection dialog box is displayed. The dialog box presents the choice to open either the Help Desk module or the Change Tasking module. This option is useful if you regularly work with both help desk cases and change requests. 4. Click Save. A dialog box reports that the preference has been saved. 5. When you have finished setting preferences, click Close. Setting Paging Type and Paging Criteria Preferences The paging preferences enable you to specify how you will be notified if you are configured to receive assignment notifications by pager. Setting Paging Type and Paging Criteria Preferences 1. Choose Utilities Personal Preferences. The Setup Personal Preference dialog box is displayed. 2. Click the Change Tasking tab. 3. Select the Paging Type options. These options enable you to specify how you will be notified by page: Command line Select this option if you are using third-party paging software. This option uses the third-party software command line to send out a page through their software. Email Select this option if your administrator has configured you to be able to receive email paging. Setting Paging Type and Paging Criteria Preferences 3-9

4. Select the Paging Criteria options. These options enable you to specify when you will be notified: Always notifies you when a change request is assigned to you, regardless of priority. Escalated Requests notifies you when a change request is assigned to you and has been escalated. VIP Requests notifies you when a VIP creates a request that is assigned to you. 5. If you have selected Escalated or VIP Requests, specify the minimum priority a request must have for you to be paged. For example, if you set the priority to Medium, you will be paged for all requests with the priority set to Medium or higher. 6. Click Save. A dialog box reports that the preference has been saved. 7. Click OK. 8. When you have finished setting preferences, click Close. Setting the View The Remedy Change Support application is preconfigured by your application administrator. You can override options set for you by the administrator, and you can customize them to help you quickly process change requests. For detailed information about customizing your options, refer to Remedy User Help. The following procedure provides information only about setting the view. If you are using the Remedy Service Console, the view is already set for you. However, if you do not use the Remedy Service Console and you access forms directly, you can set your default view in the Options dialog box. Setting the View 1. Choose Tools Options. The Options dialog box is displayed. 3-10 Chapter 3 Introducing the Support Roles

2. Click the Advanced tab. Figure 3-9 Options Dialog Box, Advanced Tab 3. In the Default Form View field, type the name of the view that you want to appear when the application is started. Table 3-1 describes the available views. Table 3-1 Form View Names and Platform Information View Name Requester Support Approver Management Description Used by requesters to create new change requests and to search for existing changes. Used by support staff to enter and update change request data. Used by approvers to enter and update change request data related to approvals. Used by managers to track change requests, risks, staff activity, and to generate reports. 4. If you have any Remedy Change Management forms open, close and reopen them. The Default Form View takes effect after you reopen the form window to which the view applies, or it takes effect at the next login. Setting the View 3-11

Using the Bulletin Board You can use the Bulletin Board feature to view messages. You can also create messages to be viewed by the entire organization or by users in the support, management, and administrator groups. Bulletin board messages can also be sent as notifications to support staff members. Viewing a Bulletin Board Message 1. On the Remedy Service Console, click Bulletin Board. Figure 3-10 Bulletin Board Button The Bulletin Board dialog box is displayed. Figure 3-11 Bulletin Board 2. Select a message, and click Details. The message is displayed. 3. Click Close to close the message. 4. Click Close to close the Bulletin Board. 3-12 Chapter 3 Introducing the Support Roles

Creating a Bulletin Board Message 1. On the Remedy Service Console, click Bulletin Board. The Bulletin Board dialog box is displayed. 2. Click Create a New Message. The Bulletin dialog box is displayed. Figure 3-12 Bulletin 3. In the Priority field, select the priority of the message. 4. In the Send Notification to Support field, select Yes or No. If you select Yes, support staff members will be notified of this bulletin through their specified notification method. 5. In the Post Message to? field, select Public or Support. Public enables everyone, including requesters, to view this bulletin. Support enables only users with support, management, and administrator permissions to view this bulletin. 6. In the Short Description field, type a synopsis of the bulletin. 7. In the Detailed Description field, type the bulletin. 8. If you want to attach a file: a. Right-click in the Attachments field. b. Select Add Attachment. c. Navigate to the appropriate folder, and select the file you want to attach. d. Click Open. The file appears in the Attachments field. Using the Bulletin Board 3-13

9. Click Save. A message reports that the bulletin has been added to the Bulletin Board. 10. Click OK. 11. Click Close. Modifying a Bulletin Board Message 1. On the Remedy Service Console, click Bulletin Board. The Bulletin Board dialog box is displayed. 2. Select the message you want to modify, and click Details. 3. Modify the applicable fields. 4. Click Save. A message reports that the bulletin has been modified. 5. Click OK. 6. Click Close. Deleting a Bulletin Board Message 1. On the Remedy Service Console, click Bulletin Board. The Bulletin Board dialog box is displayed. 2. Select the message you want to delete. You can delete only the messages that you have created. 3. Click Delete Message. A dialog box asks you to confirm. 4. Click Yes to delete the message. A message reports that the bulletin has been deleted. 5. Click Close. 3-14 Chapter 3 Introducing the Support Roles

Using Reminders Reminders enable you to create notes for yourself and others. You can send them by email or through Remedy Notifier, and you can specify when they will be sent. You can create generic reminders, or you can create reminders that are associated with a specific change request. For example, you can send yourself a note about a specific change request to remind yourself to monitor it. Whether you access reminders from the Remedy Service Console or from within a change request determines which reminders you will be able to view: When you open the reminders dialog box from the Remedy Service Console, you can view all reminders that you have created. When you open reminders from within a change request (if you have a request form open), you can view all reminders associated with that request. This includes reminders created by other users of Remedy Change Management. You can modify or delete only the reminders that you have created. Creating a Reminder 1. From the Remedy Service Console or from within a request, choose Utilities Reminders. The Reminders dialog box is displayed. 2. Click the Create Reminder tab. Figure 3-13 Create Reminder Tab Using Reminders 3-15

3. If you want to associate the reminder with a change request, in the Link to Request ID field, enter the change request ID. If you opened the Reminders dialog box from within a request, this field is automatically filled in with the appropriate request ID. You can delete it if you do not want to associate the reminder with this request. 4. In the Form field, enter the form name with which you want to associate the reminder. This indicates if the reminder pertains to a change request or to a help desk case (if the Remedy Help Desk application is installed). If you opened the Reminders dialog box from within a change request form, this field is automatically filled in with the appropriate form name. You can delete it if you do not want to associate the reminder with this form. 5. Select one of the following notification methods from the Notification field: Notifier sends the reminder through Remedy Notifier. You will need to fill in the AR Login field to use this notification method. Email sends the reminder by email. You will need to fill in the Email field to use this notification method. User Default sends the reminder based on the notification method specified by the administrator for that user. 6. In the Time field, enter the time that you want the system to send the reminder. You can type the information, or you can click the button next to the field and select the time from the calendar that is displayed. By default, the Time field contains the current date and time. 7. In the Notify option fields, select Individual or Group. 8. Type the name of the person or group that you want to notify in the Person or Group field. If you do not know the name, you can perform a search: a. Position your cursor in the field, and press Enter. The Search People or Search Group dialog box is displayed. b. Enter the search criteria in the appropriate fields. c. Click Search. If people or groups matching the search criteria exist, their records are listed in the table. d. In the table, select the person or group that you want to notify, and click OK. The fields in the Create Reminder tab are filled in with that person s or group s information. 9. To view more detailed information about the person or group that you have selected, click Profile. 3-16 Chapter 3 Introducing the Support Roles

The Person Information or Group Information form is displayed. You cannot make changes in this form. When you have finished reviewing it, click Close. 10. In the Subject field, type information about the reminder. 11. Type the reminder message in the Message field. Note Do not type in the Log field. This field records the subject line and message of the reminder when it is sent. 12. Click Save. 13. Click Close to close the Reminders dialog box. The reminder will be sent at the time you specified. Viewing and Modifying Existing Reminders 1. From the Remedy Service Console or from within a request, choose Utilities Reminders. The Reminders dialog box is displayed. If you opened the dialog box from the Remedy Service Console, all reminders that you created are displayed. If you opened the dialog box from one of your requests, only the reminders associated with that request are displayed. 2. In the Show Reminders field, select the set of reminders that you want to view. Choices are All, Pending, and Sent. The reminders appear in the table. 3. Select a reminder, and click Details. Using Reminders 3-17

The Reminder Details dialog box is displayed. Figure 3-14 Reminder Details If you want to make changes, update the reminder and click Save. A message reports that the reminder has been modified. 4. Click Close to close the reminder. 5. Click Close to close the Reminders dialog box. Deleting Existing Reminders 1. From the Remedy Service Console or from within a request, choose Utilities Reminders. The Reminders dialog box is displayed. If you opened the dialog box from the Remedy Service Console, all reminders are displayed. If you opened the dialog box from one of your requests, only the reminders associated with that request are displayed. 2. In the Show Reminders field, select the set of reminders that you want to view. Choices are All, Pending, and Sent. The reminders appear in the table. 3. Select the reminder that you want to delete. 4. Click Delete. A message reports that the reminder has been deleted. 5. Click Close to close the Reminders dialog box. 3-18 Chapter 3 Introducing the Support Roles

Working with Table Data When working in the Remedy Change Support application, you will frequently work with tables that display data, such as the Assigned Requests list on the Remedy Service Console. You can update the data within these tables, sort the data, and print it. Updating the Table Data 1. Right-click on the table. 2. From the context menu that appears, choose the item you want: Refresh Table loads the latest data into the table. The administrator can set a limit on how many records are loaded into the table. The status bar of the main window indicates how many records are loaded. Refresh All in Table loads the latest data into the table and overrides any limitations the administrator may have set on how many records can be returned. Note that if a large number of records are returned, your server s performance may be slowed. Clear Table removes the table data. To view any new data, simply click in the table. Sorting the Table Data 1. Click on the header of the column by which you want to sort the table. The list of items is ordered according to that column. 2. To reverse the sort order within that column, click the column again. Printing the Table Data 1. Right-click on the table. 2. From the context menu that appears, choose Print Table. The Print dialog box is displayed. 3. Enter the printing specifications. 4. Click OK. Working with Table Data 3-19

Printing Change Requests You can print a graphical image of the change request as it appears in its form, or you can print a quick report of the information contained in the form fields. Printing the Change Request Form 1. Open the request so that it appears in its form. 2. Choose File Print. The Print dialog box is displayed. 3. Select your print options, and click OK. A graphical view of your form as it appears on your desktop is printed. Printing a Quick Report 1. Open the request so that it appears in its form. 2. Choose Utilities Quick Report. The Print dialog box is displayed. 3. Select your print options, and click OK. The resulting printed report provides the form name and field information. 3-20 Chapter 3 Introducing the Support Roles

4 Change Supervisor Role Chapter This chapter contains information about using the Remedy Change Support application as a change supervisor, and describes how to plan, schedule, and track change requests and related change tasks. This chapter contains the following sections: Working with Remedy Change Management as a Change Supervisor Creating Change Requests Working with Requester Records Searching for Change Requests Modifying Existing Change Requests Accepting Change Request Assignments Planning the Change Request Working with Related Requests Obtaining Approvals for Change Requests Monitoring the Progress of a Change Request Calculating the Costs of a Change Request Resolving Change Requests 4-1

Working with Remedy Change Management as a Change Supervisor The change supervisor can be a person or a group, usually within your organization s support department, whose responsibilities include the following: Creating the change requests Anyone can create a change request using the Remedy Change Requester application. However, it usually is the change supervisor who creates change requests using the Remedy Change Support application. For more information, see Creating Change Requests on page 4-3. Accepting the change request When the change request is created, it is automatically assigned to the appropriate change supervisor, based on your organization s support staff grouping and the change request s categorization. The change supervisor is notified of assigned changes by email or through Remedy Notifier. As well, when the change supervisor logs in to Remedy Change Support, all assigned change requests are listed in the Remedy Service Console. For more information, see Accepting Change Request Assignments on page 4-14. Planning and scheduling the change request Planning activities include scheduling the change request, assessing risk and impact, creating plans, creating and sequencing the tasks that must be performed to accomplish the change request, and scheduling people and resources for each task. For more information, see Planning the Change Request on page 4-18. Submitting the change request for approval Whether a change request requires approval is determined by your organization s business rules. The application administrator configures the approval process. The categorization of each change request determines whether it will be subject to approval. The change supervisor is responsible for submitting the change request for approval. If appropriate, the change supervisor can designate approvers for emergency change request approvals. After gaining approval, the supervisor sets the status of the change request to Scheduled. The change supervisor can assign the change tasks to the appropriate task implementors manually, or they can be assigned automatically. For more information about submitting the change for approval, see Obtaining Approvals for Change Requests on page 4-40. Logging and tracking change requests The change supervisor can track a change request s progress as task implementors fulfill their task assignments. For more information, see Monitoring the Progress of a Change Request on page 4-46. 4-2 Chapter 4 Change Supervisor Role

Assessing the cost of a change request The supervisor can assess the cost of a change request and charge accordingly. For more information, see Calculating the Costs of a Change Request on page 4-49. Resolving change requests A change request is resolved when all of the tasks are closed and none are rejected or canceled. For more information, see Resolving Change Requests on page 4-53. Creating Change Requests Remedy Change Management enables any user to enter change requests into the system. However, most often, change requests are created by the change supervisor, using Remedy Change Support. Creating a New Change Request 1. On the Remedy Service Console, click New Request. Figure 4-1 New Request Button Creating Change Requests 4-3

The New Change Request form is displayed, as shown in Figure 4-2. Figure 4-2 New Change Request Form 2. In the Summary field, select a predefined summary from the menu, or type in a description of the change. Note that if you choose a predefined summary, the Category, Type, and Item fields are populated automatically. 3. If you have not selected a predefined summary, categorize the change request by filling in the Category, Type, and Item fields: a. In the Category field, select the appropriate category for the change. b. In the Type field, select the appropriate type for the change. The options listed in the Type menu depend on the value entered in the Category field. c. In the Item field, select the appropriate item for the change. The options listed in the Item menu depend on the value entered in the Type field. 4. Select the Urgency to indicate the importance the requester assigns to this change request. 5. Select the Priority to identify the importance you (as support staff) assign to this change request. 4-4 Chapter 4 Change Supervisor Role

6. Identify the scope of the change request. If you select Local, you can specify the Region, Site, and Department. If you select Global, the change is assumed to be necessary for the entire organization. The Region, Site, and Department fields are not accessible. 7. If the change request is an emergency, in the Emergency field select Yes. The emergency designation can affect how the approval process is handled if the change request requires approval. For more information, see Handling Approvals for Emergency Change Requests on page 4-41. 8. In the Requester Information region, enter the following information: Login Name Enter the requester s login name. Name Enter the requester s full name. If you press Enter, all other requester fields are automatically populated with the requester s information. If the requester s information is not found in the database, you are prompted to either select an existing requester record or create a new one. See Creating a Requester Record on page 4-6 for instructions about creating a new record. If you know the requester is already in the database, you can search for the requester s record. For information about searching for a requester, see Searching for a Requester on page 4-8. Phone Enter the requester s phone number. Request Date Enter the date by which the requester requires the change request to be completed. VIP This field is populated automatically with Yes or No, according to whether the requester has been defined as VIP in the person s record. 9. In the Description field, enter a detailed description of the change request. Usually, the Group and Supervisor fields in the Support Information region will be populated automatically when you save the change request, according to the application administrator s definitions. However, you can enter information in them. 10. Click Save to submit the change request to the database. When you save the change request, a message appears indicating to which group or individual the change request has been assigned. This assignment is determined by the categorization of the change request. 11. Click OK. The change request is displayed in a Modify Change Request form. The change request ID is displayed at the top of the form and in the Change ID field. The assigned group or individual is shown in the Support Information region. If necessary, you can now make further changes to the change request such as entering planning information. Creating Change Requests 4-5

Working with Requester Records When you create new change requests or monitor existing requests, you will need to work with requester information. For example, you may need to search for a requester in the database. If the requester does not yet exist, you will need to create a new requester. Or, you may need to change existing requester information. Creating a Requester Record The SHR:People form contains all Remedy Change Management application user records. Information stored here is used to automatically fill in requester information fields in many forms. While creating a new change request, you may find that the requester does not yet have a record in the database. If this is the case, you must create a record for the requester. You can do this while you are creating the change request. Creating a Requester Record 1. Begin creating a new change request. 2. In the Login Name or Name fields, type the name information of the person requesting the change. 3. Click the Profile button. If a record for that person already exists in the database, the Person Information form appears, displaying the personal data of the requester. If the person does not have an existing record in the database, a message prompts you to indicate if you want to create a new people entry. 4. Click OK. 4-6 Chapter 4 Change Supervisor Role

The Person Information form is displayed, as shown in Figure 4-3. Figure 4-3 Person Information Form 5. Complete all the required fields: Login Name Type the requester s login name. Status Set the Status to Active. Last Name Type the requester s last name. Full Name Type the requester s full name. Support Staff Select Yes or No to indicate if the requester is a support staff member. Type Select Internal if the requester is an employee of your organization, or select External if the requester belongs to another organization. Notification Method Select how the requester will be notified upon case resolution. If you select Email, you must also enter the requester s Email Address. 6. Optionally, complete the remaining fields, including fields on the other tabs. 7. Click Save. A message indicates that the record for that person has been created. 8. Click Close. Working with Requester Records 4-7

Searching for a Requester If you are not certain whether a requester already has an existing record in the People database, you can perform a search. You can view the requester s record and, if necessary, modify it. You can perform the following procedure from any form that has a Login Name or Name field. Searching for a Requester 1. Open a form or dialog box containing the Login Name or Name fields. 2. Click in the Login Name or the Name field, and enter partial information you may know about the individual you are looking for. For example, if you know the requester only by their first name, you can enter only the first name. Alternatively, you can leave the field blank. 3. Without moving your cursor from the field, press Enter. The Search People dialog box is displayed. It lists all matching records. Figure 4-4 Search People Dialog Box 4. Enter search criteria in the appropriate fields. 5. Click Search. 4-8 Chapter 4 Change Supervisor Role

The Search Results table shows the matching records. 6. To view a record, select it and click Details. The Person Information form is displayed. Figure 4-5 Person Information Form 7. To make changes, update the appropriate fields and click Save. For information about filling in requester information, see Creating a Requester Record on page 4-6. 8. Click Close. Modifying Requester Information If the requester s information changes, you can update it. You can do this in the Person Information form. Working with Requester Records 4-9

Modifying Requester Information 1. Open the Person Information form in one of these ways: Enter the requester s name in the Login or Name field on a form, and click the Profile button. For example, if you are creating a change request in a New Change Request form, you can enter the requester s name in the Login Name or Name field, and click the Profile button. Search for the requester in the Search People dialog box. Select the requester s record and click Details. For more information, see Searching for a Requester on page 4-8. The Person Information form is displayed. It contains the requester s information. 2. Update the applicable fields. 3. Click Save. A message informs you that the record was modified. 4. Click Close to close the form. Searching for Change Requests Your assigned change requests are automatically listed in the Remedy Service Console. If you want to view change requests according to specific criteria, you can search for them according to these criteria. You can also search for and view requests that are not assigned to you if your administrator has given you access. You can quickly view all requests that have been assigned to you or any groups of which you are a member, and have not been assigned a status of Resolved or Closed. Searching for a Change Request 1. In the Remedy Service Console, click Search for Request. Figure 4-6 Search for Request Button 4-10 Chapter 4 Change Supervisor Role

The Search Change Requests form is displayed. Figure 4-7 Search Change Requests Form 2. Enter criteria in the appropriate fields to define your search. 3. To use the advanced search bar, click Advanced. A row of buttons, a Search Criteria field, and a Fields list is displayed at the bottom of the form. You can use this bar to specify complex search criteria. For detailed information about using the advanced search bar, see Remedy User Help. 4. Click Search. The change requests matching the search criteria are displayed in the Results pane. 5. To view the details of a change request, click on the item in the list. The change request is displayed in the Details pane. Searching for Change Requests 4-11

Viewing Your Open Change Requests 1. On the Remedy Service Console, click Search for Request. The Search Change Requests form is displayed. 2. Choose Actions Defined Searches List My Open Changes. Your open change requests are displayed in the Results pane. 3. To view the details of a change request, click on the item in the list. The change request is displayed in the Details pane. Viewing Your Group s Open Change Requests 1. On the Remedy Service Console, click Search for Request. The Search Change Requests form is displayed. 2. Choose Actions Defined Searches List Groups Open Changes. Depending on the number of groups to which you belong, one of the following results occurs: If you belong to one group, and if your group has been assigned to one or more change requests, a list of those requests is displayed in the Results pane. If you belong to more than one group, a selection list is displayed. Select the group for which you want to view open change requests, and click OK. If the group you selected has been assigned to one or more change requests, a list of those requests is displayed in the Results pane. 3. To view the details of a change request, click on the item in the list. The change request is displayed in the Details pane. 4-12 Chapter 4 Change Supervisor Role

Modifying Existing Change Requests As you track and supervise a change request, you will need to occasionally modify it. For example, you will want to track a change request s progress by recording in the work log the steps you took to implement it. Modifying a Change Request 1. Locate the change request that you want to modify: On the Remedy Service Console, select the change request from the Assigned Requests list, and click Details. Or Search for the change request, as described in Searching for a Change Request on page 4-10. The request appears in the Modify Change Request form. 2. Make the appropriate changes. For example, click the Activity tab and, in the Work Log, enter information about the change request activity. 3. When you have finished updating the change request, click Save. Modifying Existing Change Requests 4-13

Accepting Change Request Assignments One responsibility for change supervisors is accepting the change requests assigned to them. The change supervisor is notified of change request assignments by email, pager, or Remedy Notifier. Assigned change requests are also listed in the Remedy Service Console table. Change requests are assigned automatically by the Remedy Change Management application. The assignment is based on the change request s categorization. During configuration, the application administrator determines to whom the change requests are assigned. This decision is based on criteria such as the change request s category, type, or item, and its location. For example, all change requests that are categorized as hardware issues might be assigned to the Support- Hardware group. All change requests that are categorized as software upgrades and originate from California might be assigned to Sonya Software in San Francisco. The criteria of the change request together with the application administrator s configuration determines to whom each change is assigned. For more information about configuration, refer to the Remedy Change Management Installation and Administration Guide. The change supervisor must ensure that the assignment is correct and accept the change request. If the assignment is not correct, the change supervisor can reassign the request to someone in the group, or send a reassignment request to the manager, asking that the change be reassigned to another supervisor outside the group. 4-14 Chapter 4 Change Supervisor Role

Receiving Notifications of Change Request Assignments Change supervisors are notified of new changes based on their notification method preferences as defined in their personal record. For information about changing your personal record, see Changing Your Personal Record on page 3-6. These are the available notifications: Individual Notification An individual change supervisor is notified according to the notification method specified in their personal record. For example, if Bob Backline has a notification method of Notifier, he receives a notification from Remedy Notifier for each change request that is assigned to him. Group Notification A change supervisor group is notified according to the notification method specified by each group member s entry in their personal record. For example, if a change request is assigned to the Support-Software group, each group member is notified through the notification method specified in their personal record. If Sarah Software has Email specified as the notification method in her personal record, the notification is sent to her by email. If Bob Backline has Remedy Notifier specified, he is notified accordingly. Receiving Notification of Change Assignment by Remedy Notifier 1. Log in to Remedy Notifier as a Support staff member. When you or your group receives a notification that you or your group has been assigned to a change request, the information is displayed in the Remedy Notifier window. 2. To evaluate a change, select the change request listed in the Remedy Notifier window. 3. Choose Tools Get Details. The change request opens in a Modify Change Request form. Receiving Notifications of Change Request Assignments 4-15

Accepting an Assigned Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. In the upper region of the form, set the Status field to Planning. This is an important step, because different escalations occur based on the change s status. If the change is in the Assigned state while you are working on it, an inaccurate escalation may occur. Depending on how your administrator has configured the settings, and if you have the Remedy Asset Management application or Asset Inventory module installed, a message may prompt you to indicate about whether you want to search for and relate assets to this change request. 3. Click Yes if you want to relate assets. Click No if you do not. If you clicked Yes, the Search and Relate form appears. For more information about relating assets, see Relating an Existing Asset to a Change Request on page 4-36. 4. If your name does not already appear in the Supervisor field in the General tab, select it from the menu list. If your name is not in the Supervisor menu list, you can type it directly into the Supervisor field. 5. Click the Activity tab. 6. Enter relevant information in the Work Log field. If you are ready to, you can start planning the change request. See Planning the Change Request on page 4-18 for more information. 7. Click Save. 4-16 Chapter 4 Change Supervisor Role

Reassigning Change Requests Any person in the group can assign or reassign the change to another person in their group. Managers or change supervisors can assign a change request to a specific change supervisor when they override the automatic assignment feature or if an appropriate group cannot be found. If you cannot accept or resolve an assigned change request, you can reassign the change request to another change supervisor or you can ask that the change request be reassigned. You can reassign it to someone within your group. If you need to assign a change request to someone outside of your group, you must ask your manager to reassign the change request. Reassigning a Change Request within Your Group 1. Open the change request so that it appears in a Modify Change Request form. 2. From the Change Supervisor menu in the General tab, select the supervisor to whom you want to assign the change request. 3. Click Save. The supervisor is notified of the reassigned change request. Requesting Reassignment of an Assigned Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. Ensure that your name appears in the Supervisor field, in the General tab. 3. Click the Request Reassignment button. A message prompts you whether you want your manager to reassign this change request. 4. Click Yes. A message indicates that when you save the change request, your manager will be notified. 5. Click Save. Your manager is notified of the reassignment request. You are notified when the manager either reassigns the change request or rejects the reassignment request. Until the manager takes an action to reassign the change request, you are still assigned to the change request and have responsibility for it. Reassigning Change Requests 4-17

Planning the Change Request After accepting the change request, the change supervisor must plan the details associated with the change. This includes the following details: Setting the change request s status to Planning, and specifying the planned dates Assessing the risks and impact of the change Creating change tasks Creating plans Estimating the time the project will take Submitting the change request for approval Approvers require this information to be able to decide whether to approve or reject the change request. Planning the Change Request 1. Open the change request and set the Status field to Planning, as described in Accepting an Assigned Change Request on page 4-16. 2. Click the Plans tab. Figure 4-8 Modify Change Request, Plans Tab 4-18 Chapter 4 Change Supervisor Role

3. In the Planned Time region of the screen, provide dates for the Start Date and End Date fields, based on information in the Requested Date field. Ensure that the End Date is earlier or the same as the Requested Date. You can set the Start Date and End Date fields as follows: a. Click Week or Month. The Start Date field is set to the current date and time, and the End Date field contains the date exactly one week or one month from the start date. b. Edit the automatically provided values if necessary. You can also enter the duration (in hours) and the Start Date and press Enter to have the system calculate and display the end time in the End Date field. This procedure uses the work hours configured by the application administrator. This method of setting the dates ensures that you enter the correct date and time format for your system. 4. Click Save. Assessing Risk and Impact, and Writing Plans When approvers review a proposed change request, they will want to see an analysis of potential risks and the impact of the change request. Risks can include (but are not limited to) the number of people affected, financial concerns, loss of productivity due to system or network downtime, resource allocation, and seasonal considerations such as vacations, holidays, and weather. Impact analysis should be based on how many people are affected by the proposed change, and where those people are located. The Plans tab of the Change Request form includes the following fields: Estimated Number of Users Impacted by Location You can enter the number of people who will be affected by the change at that particular location. If you click the By Location button, workflow estimates this number based on the person information records who have this location configured. Estimated Number of Users Impacted by Assets You can enter the number of people who will be affected, according to the assets that are related to this change request. If you click the By Assets button, workflow estimates this number, totaling the number of users affected from each related asset. The Remedy Asset Management application must be installed and assets must be related to the change request, or the By Asset button is not enabled. Impact You can determine the impact this change will have based on the number of users who will be affected. Business Risk You can enter the anticipated business risk that this proposed change will have from 1 (lowest risk) to 10 (highest risk). Assessing Risk and Impact, and Writing Plans 4-19

Technical Risk You can enter the anticipated business risk that this proposed change will have from 1 (lowest risk) to 10 (highest risk). Risks/Benefits Comments Enter comments about the potential risks or benefits in this field. Plans Enter all other planning information in this field. Plans are optional, but they provide valuable information for approvers when they review the proposed change request.you may want to document the following kinds of plans: Implementation This plan should include details about who, how, where, and when the change is going to be executed. Test This plan should include details about test implementations that are upcoming or that have been completed. Backout This plan should include details about restoring the affected asset to its prechange condition should unexpected difficulties arise during implementation. Planning Dependencies for Change Requests and Tasks When planning how to implement a series of change requests or tasks, determine in what order, if any, they must be completed. You can create a sequence of change requests or change tasks that are dependent upon one another. You can assign a sequence number to each change request or task to determine the dependencies between the change requests or tasks. The change request or task with a lower sequence number must be completed before those with higher numbers can be completed. More than one change or task can have the same sequence number and are considered peers. When sequence numbers are assigned, the change requests or tasks must be completed in the correct order. For example, a task with the sequence number 3 can be completed only after all tasks with sequence numbers 1 and 2 are completed. When a change request s status is changed to Scheduled, all the tasks that it comprises are moved into the Scheduled state and the implementors are notified. When the last change task is completed and its status is set to Closed, the change request is resolved. For information about creating dependencies among change requests, see the procedures in Working with Related Requests on page 4-28. 4-20 Chapter 4 Change Supervisor Role

Working with Change Tasks When you plan a change request, determine whether you can divide it into separate change tasks. Change tasks are the individual components of a change request and are assigned to task implementors who complete the tasks. If you want to create change tasks for the change request, you can do so in two ways: Create new change tasks You can define new change tasks and add them to the change request. Use predefined change tasks The administrator can create predefined tasks when configuring the Remedy Change Management application. If change tasks have been predefined, you can select them and add them to the change request. Creating New Change Tasks 1. Ensure that you have completed the steps in the procedure Planning the Change Request on page 4-18. The Status of the change request must be set to Planning, and the Start Date and End Date fields in the Plans tab must be filled in. Click the Tasks tab. Figure 4-9 Modify Change Request Form, Tasks Tab Working with Change Tasks 4-21

2. Click Create New Tasks. The Change Task form appears. Certain fields in the form are already populated with the data of the change request. Figure 4-10 Change Task Form 3. In the upper region of the form, fill in the following fields: Summary Enter a brief description of the change task. Status By default the Status is set to New. If you are ready for an implementor to start working on the task, set the Status field to Scheduled. Sequence Enter a number to indicate the order in which this task must be completed. This is optional. Whether this sequence is enforced depends on the administrator s workflow settings. 4-22 Chapter 4 Change Supervisor Role

4. In the Tasks Info tab, fill in the following fields: Description Enter a detailed description of the task and what it involves. Group Optionally, select a task implementor group from the list. Implementor Optionally, select a task implementor from the list. By default, tasks are automatically assigned according to how the administrator has configured the application, but you can override this if needed. 5. In the Plans tab, modify the Planned Time region as needed. You may want to set the Start Date and End Date to be different from the dates of the parent change request. 6. When you have finished creating the change task, click Save. 7. If you need to create more tasks, do so. Click Save after each task. 8. When you are finished creating tasks, click Close to close the change task form. 9. In the Enforce Task Dependency field of the Tasks tab, determine whether dependencies between change tasks will be enforced. You can select one of the following options, to apply to all the tasks: None does not enforce dependency. Tasks can be performed in any order. Warning notifies the task implementor if a task is being started out of order. However, dependency is not enforced, and the task can be completed. Error prevents the task implementor from starting the task out of order. Tasks with a lower sequence number must be completed before the next task can be started. 10. Click Save. Working with Change Tasks 4-23

Adding Predefined Tasks to a Change Request 1. Ensure that you have completed the steps in the procedure Planning the Change Request on page 4-18. The Status must be set to Planning, and the Start Date and End Date fields in the Plans tab must be filled in. 2. Click the Tasks tab. 3. Click Select Predefined Tasks. The Predefined Tasks for Change dialog box appears. 4. From the Show Predefined Tasks for menu, select the relevant item. The tasks that have been predefined for that selection are displayed in the Tasks list. The categorization of the change request determines which list items appear. Figure 4-11 Predefined Tasks For Change Dialog Box 5. If a relevant task set is displayed on the list, select it, and click Add Selected Task. To add all tasks displayed, click Add All Tasks. A message confirms that Support has been notified. 6. Click OK. A message informs you that the task you selected has been added. 7. Click OK. 8. Repeat the previous step for all other tasks you want to add. 9. When you are finished adding predefined tasks, click Close. The tasks you selected are displayed in the Tasks for Change Request list. 10. Select the appropriate Enforce Task Dependency option for the tasks. The option you choose applies to all tasks. You cannot set different enforcement options for different tasks. 4-24 Chapter 4 Change Supervisor Role

Modifying Tasks 1. In the Modify Change Request form, click the Tasks tab. 2. Select the task you want to modify. 3. Click Details. The task opens in the Change Task form. 4. Modify the task details as needed. For information about filling in the various fields, see Creating New Change Tasks on page 4-21. 5. Click Save. Assigning a Single Task 1. In the Modify Change Request form, click the Tasks tab. 2. Select the task that you want to assign. 3. Click Details. The task opens in the Change Task form. 4. If necessary, select the group or person that will work on the task from the Group or Implementor menu lists. 5. Set the Status field on the task to Scheduled. 6. Click Save. The implementor for that task is notified of the task assignment. When all tasks have been set to Scheduled, the change request s Status is automatically moved to Scheduled. Assigning all Tasks of a Change Request 1. Open the change request in the Modify Change Request form. 2. In the upper region of the change request, set the Status field to Scheduled. 3. Click Save. The change request and all its change tasks are set to Scheduled. All implementors for the related tasks are notified of their task assignments. Working with Change Tasks 4-25

Canceling Change Tasks 1. Open the change request in the Modify Change Request form. 2. Click the Tasks tab. 3. If necessary, click the Tasks list to refresh it. 4. Select the task that you want to cancel. 5. Click Cancel Task. The Task Work Log dialog box appears. You must enter information about why you want to cancel the task. 6. Enter the appropriate information in the Work Log, and click OK. The task s Status is set to Closed. Planning the Time for Change Requests and Tasks You can plan the time for the change request and for the individual change tasks. The Plans tab in the Change Request and Change Task forms includes fields where you can enter scheduling information. A time calculator enables you to estimate the time required to complete the change request or task. Figure 4-12 Modify Change Request Form, Plans Tab 4-26 Chapter 4 Change Supervisor Role

Planning the Time for Change Requests or Tasks 1. Open the change request or change task. 2. Click the Plans tab. You can use these fields and buttons to enter or calculate time: Duration (hrs) In this field, you can enter the total time that you estimate the change request implementation will take. If you enter a value in the Start Date field and press Enter, the End Date field is automatically calculated according to the number you entered in the Duration field. You can also leave the Duration field empty. When you enter values in the Start Date and End Date fields and save the change request, the number of hours is calculated and displayed in this field. Start Date In this field, you can enter the start date for when you want the change implementation to begin. If you enter values in the Duration and Start Date fields and press Enter, the End Date field is automatically calculated according to the number you entered in the Duration field. End Date In this field, you can enter the date by which you want the change request to be completed. You may want to base this date on the Requested Date in the General tab. Week Clicking this button automatically fills the Start and End Date fields. The Start Date is set to the current date. The End Date is exactly a week from the current date. You can modify both fields. Month Clicking this button automatically fills the Start and End Date fields. The Start Date is set to the current date. The End Date is exactly a month from the current date. You can modify both fields. 3. Click Save. Planning the Time for Change Requests and Tasks 4-27

Working with Related Requests Change requests may affect and may be affected by other change requests, help desk cases, and assets. Remedy Change Management enables you to create relationships between change requests and other types of requests if the appropriate Remedy application has been installed: Relating change requests to other change requests When you work with a change request, you may need to create related requests that address similar issues. For example, a set of related requests could result from many change requests sent to the service desk by one requester. A set of related requests can also result from a single request that encompasses several other requests. You can choose to create a series of dependent change requests, where one must be completed before another one can be started. Relating change requests to help desk cases When you work with a change request, you may need to work with a related help desk case. For example, if a change request for a server upgrade results in connection problems for the people affected by the change, you can relate their help desk cases to the server upgrade change request as you open the cases. Relating change requests to asset records When you work with a change request, you may need to work with a related asset record. For example, if you are working on a change request involving a monitor, you may need to assign another monitor temporarily. You may want to relate the change request to the monitor to supplement the asset s service record. 4-28 Chapter 4 Change Supervisor Role

Viewing All the Requests Related to a Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Related Items tab. All the related requests are displayed in the Related Items table. Figure 4-13 Change Request Form, Related Items Tab 3. To view a specific request type, click Show, and choose the type of request that you want to view. The requests are listed in the table. Working with Related Requests 4-29

Working with Related and Dependent Change Requests When you work with a change request, you may need to create a related change request. For example, you may need to create related change requests that address similar issues. A set of related change requests can result from many changes needed by one requester at the same time. Relating change requests enables the support staff to work with multiple change requests for the same requester at once. If appropriate, you can create dependencies between change requests. When you create dependencies, you must specify the sequence in which change requests are to be completed. For example, a change request with the sequence number 2 must be completed before a change request with the sequence number 3 can be started. If several change requests have the same sequence number, they can be started in any order. Creating a Change Request Related to Another Change Request, with no Dependency 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Related Items tab. 3. In the Record Type field of the Create New Related Record region, select Change Requests. 4. Click Create. A New Change Request Form is displayed. 5. Create the change request as described in Creating a New Change Request on page 4-3. 6. When you are finished creating the change request, click Save. A message confirms that a support staff member has been notified. 7. Click OK. Another message indicates that the new change request you created has been related to the existing change request. 8. Click OK. The related change request does not yet appear in the Related Items list. You must first refresh the Related Items table. For instructions, see Updating the Table Data on page 3-19. 9. In the Change Request form of the original change request, click Save. 4-30 Chapter 4 Change Supervisor Role

Creating a Dependent Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Related Items tab. 3. In the Record Type field of the Create New Related Record region, select Dependent Change Requests. This selection enables you to create an associated change request that is dependent on the original request. If you create a dependent change request, you must specify a sequence in which the change requests are completed. 4. Click Create. A dialog box appears and instructs you to fill in the Sequence field for the change request. The sequence number indicates the order in which this change request must be completed relative to the original change request. 5. Click OK. The New Change Request form opens. 6. Create the change request as described in Creating a New Change Request on page 4-3. Ensure that you enter a number in the Sequence field. 7. When you are finished creating the request, click Save. A message confirms that a support staff member has been notified. 8. Click OK. Another message indicates that the new change request you created has been related to the existing change request. 9. Click OK. The new change request appears in the Modify Change Request form. 10. From the Windows menu, select the original change request. 11. Ensure that the correct number is in the Sequence field, indicating the order in which the original request must be completed relative to the new request. The related change request does not yet appear in the Related Items list. You must first refresh the Related Items table. For instructions, see Updating the Table Data on page 3-19. Working with Related and Dependent Change Requests 4-31

Relating an Existing Change Request to Another Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Related Items tab. 3. In the Search for Existing Records to Relate region, select Record Type Change Requests. 4. Click Search. The Search and Relate dialog box appears. Figure 4-14 Search and Relate Dialog Box 5. In the Search Criteria region, choose the appropriate search criteria: Search for enables you to search for Asset Records, Change Requests, and Help Desk Cases. Search with the Same enables you to search for requests according to Requester; Region, Site, and Department; and Category, Type, and Item. 6. To specify more specific search criteria, click the Advanced tab and enter the appropriate search criteria. 7. Click Search. If there are records that match the search criteria, they are displayed in the Search Results table. If no records match the criteria, a message indicates this fact. 8. Select the change request that you want to relate. 9. In the Dependent Change field, select Yes or No to indicate whether the change you are relating will be dependent on the original change. 4-32 Chapter 4 Change Supervisor Role

10. Click Relate. A message confirms that the change has been related to the original change. 11. Click OK. If you created a dependent change request, another message instructs you to fill in the sequence field on both the related request and the original request. 12. Click OK. 13. If you have finished relating change requests, click Close to close the Search and Relate dialog box. 14. In the Change Request form of the original change request, click Save. Viewing Change Dependencies 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Related Items tab. 3. In the Current Relationships region, click Show Dependent Change Requests. Figure 4-15 Dependent Change Requests A list of change requests that have a dependent relationship with the open change request are displayed in the table. The table shows the sequence number and status of each request and enables you to monitor the progress of the change request implementation. Working with Related and Dependent Change Requests 4-33

Unrelating a Related Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Related Items tab. 3. In the table, select the change request that you want to unrelate. 4. Click Remove Relationship. A message prompts you to confirm that you want to remove the relationship. 5. Click Yes. A message confirms that the relationship has been removed. The request is removed from the list. 6. Click Save. Working with Assets Related to Change Requests When you work with a change request, you may need to work with a related asset record. For example, if you are working on a change request to upgrade memory for a department, you will need to work with the asset records for the department members and for the memory in inventory. Note If the Asset Inventory module or the Remedy Asset Management application is not installed on the server, you cannot relate asset records to change requests. Creating an Asset Related to a Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Related Items tab. 3. In the Record Type field of the Create New Related Record region, select Asset Records. 4. Click Create. 4-34 Chapter 4 Change Supervisor Role

A New Asset Record form is displayed. Figure 4-16 New Asset Record Form 5. Create the asset record. For instructions, refer to the Remedy Asset Management Guide for Users and Administrators or the Remedy Help Desk User s Guide. 6. When you are finished creating the asset record, click Save. A message confirms that the new asset record you created has been related to the existing change request. 7. Click OK. The related asset record does not yet appear in the Related Items list. You must first refresh the Related Items table. For instructions, see Updating the Table Data on page 3-19. 8. In the Change Request form, click Save. Working with Assets Related to Change Requests 4-35

Relating an Existing Asset to a Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Related Items tab. 3. In the Search for Existing Records to Relate region, select Record Type Asset Records. 4. Click Search. The Search and Relate dialog box appears. 5. In the Search Criteria region, choose the appropriate search criteria: Search for enables you to search for Asset Records, Change Requests, and Help Desk Cases. Search with the Same enables you to search for asset records according to Requester; Region, Site, and Department; and Category, Type, and Item. 6. To specify more specific search criteria, click the Advanced tab and enter the appropriate search criteria. 7. Click Search. If existing asset records match the search criteria, they are displayed in the Search Results table. If no assets match the criteria, a message indicates this. 8. Select the asset record that you want to relate. 9. Click Relate. A message confirms that the asset has been related to the original change request. 10. Click OK. 11. If you have finished relating assets, click Close to close the Search and Relate dialog box. 12. In the Change Request form of the original change request, click Save. 4-36 Chapter 4 Change Supervisor Role

Unrelating an Asset from a Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Related Items tab. The table lists all the related requests. 3. In the table, select the asset record that you want to unrelate. 4. Click Remove Relationship. A message requests confirmation that you want to remove the relationship. 5. Click Yes. A message confirms that the relationship has been removed. 6. Click Save. Working with Help Desk Cases Related to Change Requests When you work with a change request, you may need to work with a related help desk case. For example, if a change request for a server upgrade resulted from connection problems, you can relate the help desk cases about the connection problems to the change request for the server upgrade. Note If the Remedy Help Desk application is not installed on the server, you cannot relate help desk cases to change requests. Creating a Help Desk Case Related to a Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Related Items tab. 3. In the Record Type field of the Create New Related Record region, select Help Desk Cases. 4. Click Create. Working with Help Desk Cases Related to Change Requests 4-37

A New Help Desk Case form is displayed. Figure 4-17 New Help Desk Case Form 5. Create the help desk case. For instructions, refer to the Remedy Help Desk User s Guide. 6. When you are finished creating the help desk case, click Save. A message indicates that a support staff member has been notified. 7. Click OK. Another message confirms that the new help desk case you created has been related to the existing change request. 8. Click OK. The related case does not yet appear in the Related Items list. You must first refresh the Related Items table. For instructions, see Updating the Table Data on page 3-19. 9. In the Change Request form, click Save. 4-38 Chapter 4 Change Supervisor Role

Relating an Existing Help Desk Case to a Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Related Items tab. 3. In the Search for Existing Records to Relate region, select Record Type Help Desk Cases. 4. Click Search. The Search and Relate dialog box appears. 5. In the Search Criteria region, choose the appropriate search criteria: Search for enables you to search for Asset Records, Change Requests, and Help Desk Cases. Search with the Same enables you to search for cases according to Requester; Region, Site, and Department; and Category, Type, and Item. 6. To specify more specific search criteria, click the Advanced tab and enter the appropriate search criteria. 7. Click Search. If existing help desk cases match the search criteria, they are displayed in the Search Results table. If no cases match the criteria, a message indicates this. 8. Select the help desk case that you want to relate. 9. Click Relate. A message confirms that the case has been related to the original request. 10. Click OK. 11. When you have finished relating cases, click Close. 12. In the Change Request form of the original change request, click Save. Working with Help Desk Cases Related to Change Requests 4-39

Unrelating a Help Desk Case from a Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Related Items tab. The table lists all the related requests. 3. In the table, select the help desk case that you want to unrelate. 4. Click Remove Relationship. A message requests confirmation that you want to remove the relationship. 5. Click Yes. A message confirms that the relationship has been removed. 6. Click Save. Obtaining Approvals for Change Requests Certain change requests will require approval before they can be implemented. The application administrator configures the change request approval workflow according to your business model. This determines which change requests require approval and what kind of approval process they undergo. Change requests that require approval have the Approval Status field set to Approval Required when the change is submitted. After completing the planning phase of the change request, the change supervisor initiates the approval process by setting the Approval Status field to Pending Approval. If the change request is designated as an emergency and your organization uses the supervisor choice approval process, the change supervisor must define who (if anyone) must approve the request. Change supervisors can also review the list of defined approvers and add more approvers if appropriate. They cannot delete approvers. There are three possible approval processes: Change management chain approval process requires that the requester s manager review and approve the change request. Change level approval process requires that the change request be approved by levels of approvers. Approvers whom the application administrator has configured as Level 1 approvers will review the change request first. After they have provided their signatures and thereby given approval, the approvers on Level 2 are notified and must review the change request. If an approver rejects a change request, the approval process is finished. Change supervisor choice approval process enables the change supervisor to assign approvers when an emergency change request requires approval. 4-40 Chapter 4 Change Supervisor Role

Starting the Approval Process When a change request that requires approval has been created, the Approval Status is automatically set to Approval Required. When you have finished planning the change request, and have supplied all the information that the approvers will require to review the change request, you can submit the change request to the approval process. Starting the Approval Process 1. Open the change request so that it appears in the Modify Change Request form. 2. In the Approval Status field, choose Pending Approval. 3. Click Save. A message is displayed, informing you that the approval process has been started. 4. Click OK. If the change is configured for the change level approval process, all approvers on the first level are notified that they must review the request. If the change is configured for the management chain approval process, the requester s manager is notified. For information about monitoring the approval process, see Monitoring the Approval Process on page 4-44. Handling Approvals for Emergency Change Requests Depending on how the application administrator has configured the application, change requests that have been designated as emergencies may be allowed to bypass the approval process even if they normally require approval. These are the possible configurations: Emergency change requests are configured to bypass the approval process. The Approval Status field is set to Not Required. The Work Log documents that the approval process was bypassed. The change supervisor can choose to add approvers to the process. The Approval Status field is set to Approval Required. If the change supervisor assigns approvers, the approval process proceeds as usual. The change supervisor is automatically assigned to be an approver. If the change supervisor does not assign approvers, the Approval Status is set to Approved, and the change request can be implemented. Starting the Approval Process 4-41

Identifying and Adding Approvers When a change request is configured to require approval, you will want to review who the approvers are and, if appropriate, add further approvers. Identifying Approvers for a Change Request 1. Open the change request so that it appears in a Modify Change Request form. Note that the Approval Status is automatically set to Approval Required. 2. Click the Approvals tab. Figure 4-18 Change Request Form, Approvals Tab 4-42 Chapter 4 Change Supervisor Role

Two tables are displayed. You may have to click the tables to see the lists. The tables show two lists of approvers for a change request: current approvers and expected approvers: Current Signatures contains the approvers whose signatures have been generated. The table provides the following information: Approvers indicates the names of the approvers. Signature Status indicates whether the request has been approved. Approver Signature indicates who owns the signature. Alternate Signature is displayed when someone other than the original signature owner has approved or rejected the change. Expected Signatures contains the approvers whose signatures are expected for future levels if known. Each approver s level is shown, so you can see at which point in the process the approver will receive the request for review. Adding More Approvers 1. Set the Approval Status field to Pending Approval, as described in Starting the Approval Process on page 4-41. 2. Click Add Approver. The Select Approver dialog box appears. Figure 4-19 Select Approver Dialog Box Identifying and Adding Approvers 4-43

3. To add a role or a group of approvers instead of an individual approver, click the Role Approvers tab. 4. In the Search Criteria region, enter search information in the appropriate fields and click Search. Or, simply click on the list to refresh it with the names of all approvers. In the Role Approvers tab, to see a list of who belongs to a role, select the role and click Complete Member List. Click OK when finished. 5. Select the name of the approver or role you want to add. 6. Click OK. 7. Click Save. The approver you selected is notified that they must review the change request. You may need to refresh the Current Signatures table to see the name of the approver displayed. For instructions, see Updating the Table Data on page 3-19. Monitoring the Approval Process As the change request moves through the approval process, you can monitor its status. For example, if an approver rejected a change request, you can review the approver s comments to determine why it was rejected. You can view the audit trail for the change request and follow the approvers process. Monitoring the Approval Process 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Approvals tab. 3. Click the approver whose signature or comments you want to view. 4. Click Details. 4-44 Chapter 4 Change Supervisor Role

The Modify Change Request Signature Line form opens for that approver. Figure 4-20 Modify Change Request Signature Line Form 5. Click on the tab that you want to review: Signature This tab shows whether the approver has approved or rejected the change. The Audit Trail field enables you to view the approval history for the request. Change Details You can see general information about the change request including the requester, the assigned support staff member, the scope of the request, its urgency, and a detailed description. Plans You can review the proposed dates for the request, and you can review the assessments that the change supervisor has made about the request s estimated risks and impact. Resubmitting a Rejected Change Request If an approver rejects a proposed change request, the approval process is stopped. The change request s Approval Status field is set to Rejected; the Status field is set to Pending; the Pending field is set to Supervisor Action. You can resubmit the request for approval. Resubmitting a Rejected Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. In the Approval Status field, select Pending Approval. 3. Click the Activity tab and, in the Work Log, document why you are resubmitting the request for approval. 4. Click Save. Resubmitting a Rejected Change Request 4-45

Implementing the Change Request The signature of the last approver completes the approval process, and automatically changes the change request s Approval Status to Approved. When a change request is approved, you can move the change request into implementation phase by changing the Status to Scheduled. If the change request comprises change tasks, the task implementors are then notified of their task assignments. Moving the Change Request into Implementation 1. Open the change request so that it appears in a Modify Change Request form. 2. In the Status field, select Scheduled. 3. Click Save Monitoring the Progress of a Change Request As the change request is being implemented, you can follow its progress. For example, you can see where it is in the approval process. During its implementation phase you can follow the process of the tasks as they are being completed. By viewing the Work Log and Audit Trail, you can see each step in its progress. Viewing the Progress of a Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. View details of the change requests by clicking the appropriate tab: The upper region of the change request provides information about the request type, its location, status, and whether it is an emergency. In the General tab, you can view who requested the change request and who is assigned to the change request. When the change request was created, the change request was automatically assigned to the appropriate support staff group or person. In the Plans tab, you can view the planned dates, different plans, and potential risk assessments. In the Activities tab, you can view information about each step in the process, written in the work log. In the Tasks tab, you can view the progress of the tasks associated with the change request. In the SLAs tab, you can review Service Level Agreements for the request. In the Approvals tab, you can review at what stage in the approval process the request is. 4-46 Chapter 4 Change Supervisor Role

Monitoring Associated Tasks As change supervisor, you must keep track of the change request to which you have been assigned. This includes monitoring the change tasks you have created for the change request. Viewing a Task Associated with a Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Tasks tab. All the change tasks for that change request are listed. 3. To view details about a task, select the task in the list and click Details. The task appears in a Change Task form. You can modify it in this form. 4. If you modify the task, click Save. 5. When you are finished viewing the task, click Close. Responding to Task Reassignment Requests as Change Supervisor As a change supervisor, you may need to reassign new implementors to tasks associated with your change. When a task implementor requests reassignment, you are notified. Upon reviewing the task, you can reassign the change to another qualified task implementor. 1. In the Remedy Service console, locate the change task that you want to reassign. The change request opens in a Modify Change Task form. 2. After reviewing the change task, approve or reject the reassignment request. If you decide to deny the reassignment request, select No in the Request Reassignment field. If you decide to reassign the change task: a. In the Request Reassignment field, select No. The change task is reset to a state in which the assignee is not requesting reassignment. b. In the Implementor field, select a new staff member. 3. Click Save. If you reassign the change task, the previous and new assignee are automatically notified of the changed assignment. If you deny the reassignment request, the current assignee is informed that the assignment has not changed and that the request was denied. Monitoring Associated Tasks 4-47

Viewing Service Level Agreements You can view the service level agreements in effect for a change request. By finding out the priority of the change request, you can compare it to the rest of your workload and balance your workload more effectively. Viewing Service Level Agreements for a Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the SLAs tab. Figure 4-21 Change Request Form, SLA Tab The tables display a list of all service level agreements related to this change request, if the change request matches the conditions set in the SLA. For more information about SLA agreements, refer to the Remedy Service Level Agreements Guide for Users and Administrators. 4-48 Chapter 4 Change Supervisor Role

Calculating the Costs of a Change Request You can calculate the cost involved in implementing a change request. You can calculate costs after a request has been created; however, usually you will do this when the change request has been resolved. You can calculate the various kinds of costs, and you can associate costs with assets. You cannot delete or modify a cost, including the costs that you have submitted. Only managers or administrators can delete or modify costs. Viewing the Cost of a Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Costs tab. Figure 4-22 Modify Change Request Form, Costs Tab 3. You may need to click the table to refresh it to display cost records. 4. From the Show field, select the type of cost you want to view: All Cost Types Fixed Labor Other Parts The table shows all incident cost records for this change request. Calculating the Costs of a Change Request 4-49

Calculating the Cost of a Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Costs tab. 3. Click Add Cost. The Incident Costs dialog box appears. The upper region of this dialog box contains information about the change request. You cannot make changes here. In the lower region, you can identify the kind of cost. Figure 4-23 Incident Costs Dialog Box 4. Enter the relevant information in the following fields: Cost Type Enter the cost type. Options are Fixed, Labor, Other, or Parts. If you choose Fixed, the Unit Type is automatically set to Flat Rate, and the Number of Units is set to 1. Based On Choose whether the cost is determined by Assignee Group, Categorization, or Fixed Cost. Depending on the application administrator s configuration, the value you choose in this field can automatically fill in other fields on the form. Unit Type Choose how you want to measure the cost. Choices are Flat Rate, Hours, or Minutes. Cost Rate Enter the rate. This field may be filled in automatically, depending on whether the application administrator has configured a rate that matches values in the Based On and Unit Type fields. 4-50 Chapter 4 Change Supervisor Role

Number of Units Enter how many units for example, hours or minutes were required to implement the change. Cost Description A description of the cost appears automatically, based on the values entered in the fields. You can change this description if necessary. 5. In the Relate To Assets? field, specify whether you want to relate the cost to an asset: Do not associate to assets Choose this option if there are no related assets or if you do not want to associate the cost to an asset. Divide evenly between assets Choose this option if you want to divide the cost between all of the assets that are related to the change. Doing so divides the Current Total by the number of related assets. If you do not have assets related to this change request, you cannot choose this option. Let me allocate to assets Choose this option if you want to distribute the cost among the different assets. If you choose this option, the Related Assets tab appears. Refer to Allocating Costs to Assets on page 4-51 for more information. If you do not have assets related to this change request, you cannot choose this option. The Related Asset Count field automatically displays the number of assets that are related to the change request. You cannot change this. 6. Click Save. Note Only managers or administrators can delete or modify cost records. If you make a mistake when adding a cost record for example, if you charge too much for a service you cannot delete the record itself. However, you can reverse the cost of the record by adding a new cost record, and entering a negative value equal to the amount that you want to negate. If you negate a cost, ensure that you document this in the Description field. Allocating Costs to Assets If you have two or more assets related to a change request, you can distribute the costs of the change request between the different assets. 1. Perform steps 1 to 4, as described in Calculating the Cost of a Change Request on page 4-50. 2. In the Relate To Assets? field, choose Let me allocate to assets. Calculating the Costs of a Change Request 4-51

The Related Assets tab is activated. Figure 4-24 Incident Costs Dialog Box, Related Assets Tab Two tables are displayed: The Related Assets table shows all assets that are related to the change request. The Related Assets with Cost Allocated table shows all the assets that have costs allocated to them. 3. In the Related Assets table, click the asset to which you want to allocate a cost. 4. In the Allocate to Selected Asset field, enter the amount that you want to allocate to the asset. 5. Click Create Cost Record. This creates a record of the cost. The cost record appears in the Related Assets with Costs Allocated table, and the Unallocated Cost decreases by the amount applied to the asset. The remaining fields in the tab are read-only. They provide the following information: Unallocated Cost Displays the Current Total less the amount already allocated to assets during this session. Average Cost Per Asset Displays the Current Total divided by Related Asset Count. This indicates the amount that each cost record would be if you chose to automatically allocate the costs to the assets. Current Total Displays the total amount of the Cost Rate multiplied by the Number of Units. 4-52 Chapter 4 Change Supervisor Role

6. Continue selecting assets from the Related Assets table, and apply costs until the Unallocated Cost is equal to 0. 7. Click Close. The table in the Costs tab shows the cost records you have created. You cannot modify or delete these records. Resolving Change Requests A change request is automatically assigned a status of Resolved when all of the tasks are closed and none are rejected or cancelled. When all of the tasks related to a change request are closed, the requester and the change supervisor are notified that the change is resolved. When the requester has verified that the change request was resolved satisfactorily, the change request can be set to Closed. If the requester does not close the change request within the allowed response time of it being resolved, the change request is closed automatically after a specified period of time. The Closure Code for the change request notes that the change was automatically closed. Note The allowed response time depends on how the application administrator configured the Remedy Change Management application. The default is 15 days. If the requester is not satisfied with the change request, the requester can reopen the change request. The change supervisor is notified that the change requests is reopened, and must respond to the change request. Resolving Change Requests 4-53

4-54 Chapter 4 Change Supervisor Role

5 Task Implementor Role Chapter This chapter contains information about using the Remedy Change Support application as a task implementor to manage and fulfill your change task assignments. This chapter contains the following sections: Working with Remedy Change Management as a Task Implementor Accepting Task Assignments Reassigning Change Tasks Viewing Change Tasks Working with a Change Task in Progress Closing Change Tasks Calculating the Cost of a Change Task 5-1

Working with Remedy Change Management as a Task Implementor Task implementors are the people or groups responsible for change tasks related to a change request. When a change supervisor sets the change task status to Scheduled, the task implementors are notified of tasks assigned to them by email or through Remedy Notifier. After a task is assigned, task implementors can log their progress as they complete the task. When all of the tasks related to a change request are closed, the requester is notified that the change is resolved. Accepting Task Assignments You receive notification of assigned tasks by way of Remedy Notifier or email. The Remedy Service Console also lists all tasks assigned to you. Tasks are identified by the TSK prefix. Receiving Notification of Task Assignment by Remedy Notifier 1. Log in to Remedy Notifier as a Support staff member. When you or your group receive a notification that you or your group have been assigned to a change task, the information is displayed in Remedy Notifier. 2. To evaluate a change task, select the change task listed in the Remedy Notifier window. 3. Choose Tools Get Details. The change task appears in a Modify Change Task form in Remedy Change Management. 5-2 Chapter 5 Task Implementor Role

Accepting an Assigned Task 1. In the Remedy Console, select the task that you want to accept. Change tasks are identified by the prefix of TSK. 2. Click Details. The change task appears in a Modify Change Task form. Figure 5-1 Modify Change Task Form 3. By default, the task s Status is set to Scheduled. If you are ready to begin working on the task, set the Status field to Work in Progress. This is an important step, because different escalations occur based on the task s status. If the task is still in the Scheduled state while you are working on it, an inaccurate escalation may occur. 4. If it is not already displayed, select your name in the Implementor field. Accepting Task Assignments 5-3

5. Click the Plans tab. Figure 5-2 Modify Change Task Form, Plans Tab 6. In the Planned Time fields, change the dates as appropriate. 7. In the Work Log field, enter progress you have made on the task. Optionally, you can add relevant information to the Task Plans field to describe how you intend to complete the task. 8. Click Save. If this is the first task to be moved to Work in Progress status, the following changes are automatically made to the change request: The entire change request s status is also moved to Work in Progress. This includes all tasks that comprise the change request. The change supervisor is notified of the changed status, and the requester is notified that the change is in progress. In the Actual Time region of the Change Request and Change Task forms, the Start Date field is filled in with the date and time at which the task was saved. 5-4 Chapter 5 Task Implementor Role

Reassigning Change Tasks If you cannot resolve a change task to which you have been assigned, you can request that the change task be reassigned. You can reassign it to someone in your group. However, if you need to assign a change task to someone outside of your group, you must ask the change supervisor to reassign the change task. Reassigning a Change Task 1. In the Remedy Service Console list, select the task that you want to reassign. 2. Click Details. The change task is opened in a Modify Change Task form. 3. In the Implementor field, choose the person to whom you want to assign the change task. 4. Click Save. The new implementor is notified of the request assignment. Until the new implementor accepts the change task assignment, you are still assigned to the change task and have responsibility for it. Requesting Reassignment of a Change Task 1. In the Remedy Service Console list, select the change task that you want to ask your change supervisor to reassign. 2. Click Details. The change task is opened in a Modify Change Task form. 3. Click the Request Reassignment button. A message asks you to confirm whether you want the change task reassigned. 4. Click Yes. The Request Reassignment field changes to Yes. 5. Click Save. The change supervisor is notified of the reassignment request. You are notified when the change supervisor either reassigns the change task or rejects the reassignment request. Until the change supervisor reassigns the change task, you are still assigned to the change task and have responsibility for it. Reassigning Change Tasks 5-5

Viewing Change Tasks Viewing Open Change Tasks Assigned to You 1. With the Change Task form open, select Actions Defined Searches List My Open Tasks. The change tasks that are open and assigned to you are listed in the Results pane. Figure 5-3 List My Open Tasks Results 2. Select the change task that you want to view. The change task appears in the Modify Change Task form. Viewing Open Tasks Assigned to Your Group 1. With the Change Task form open, select Actions Defined Searches List Groups Open Tasks. Depending on the number of groups to which you belong, one of the following results occurs: If you belong to one group and if your group is assigned to one or more change tasks, a list of those change tasks is displayed in the Results pane. If you belong to more than one group, a selection list is displayed. Select the group for which you want to view open change tasks and click OK. If the group you selected is assigned to one or more change tasks, a list of those change tasks is displayed in the Results pane. 2. Select the change task that you want to view. The change task appears in the Modify Change Task form. 5-6 Chapter 5 Task Implementor Role

Working with a Change Task in Progress As you work on implementing or completing a change task, the Remedy Change Management application enables you to update the change task with the progress you are making. Modifying a Change Task 1. In the Remedy Service Console list, select the change task that you want to view. 2. Click Details. The change task is opened in a Modify Change Task form. 3. Update the fields as appropriate. 4. Click the Plans tab. 5. In the Work Log field, enter the progress you have made with the change task. 6. Click Save. Printing a Change Task 1. In the Remedy Service Console list, select the change task that you want to print. 2. Click Details. The change task is opened in a Modify Change Task form. 3. Choose File Print. The Print dialog box appears. 4. Ensure that the specifications are correct. 5. Click Print. The change task is printed at the printer specified in the dialog box. Working with a Change Task in Progress 5-7

Closing Change Tasks When you have completed a change task, you are ready to close it. Closing a Change Task 1. In the Remedy Service Console list, select the change task that you want to view. 2. Click Details. The change task is opened in a Modify Change Task form. 3. Click the Plans tab. 4. Make an entry in the Work Log. 5. Set the Status to Closed. 6. Select a Closure Code to describe how the change task was closed. There are four possible closure codes: Successful Successful with Problems Unsuccessful Canceled 7. Click Save. Calculating the Cost of a Change Task You can charge for the change task that you have completed by creating a cost record. You cannot do this from within the change task itself; you must open the task s parent change request and calculate the cost from there. For information about calculating the costs of a change request, see Calculating the Cost of a Change Request on page 4-50. 5-8 Chapter 5 Task Implementor Role

6 Approver Role Chapter This chapter describes Remedy Change Approver. The approver uses this application to review, approve, or reject change requests, and to ask for more information about them. Anyone can access this application. This chapter contains the following sections: Working with Remedy Change Management as an Approver Opening the Remedy Change Approver Application Approving or Rejecting Change Requests Reviewing Proposed Change Requests Tracking Approval Activity Assigning Approver Alternates Defining Approver Overrides 6-1

Working with Remedy Change Management as an Approver Approvers are responsible for reviewing their assigned change requests, and for approving or rejecting them. Approvers are configured by the administrator and are responsible for change requests with a specific categorization and location. The application administrator also determines which types of change requests will need approval, and what type of approval process they require. There are three types of approval processes: Change management chain approval process requires that the requester s manager review and approve the change request. Change level approval process requires that the change request be approved by levels of approvers. Approvers whom the application administrator has configured as Level 1 approvers will review the change request first. After they have provided their signatures and thereby given approval, the approvers on Level 2 are notified and must review the change request. If an approver rejects a change request, the approval process is finished. Change supervisor choice approval process enables the change supervisor to assign approvers when an emergency change request requires approval. The change supervisor determines when the change request will be submitted for approval by setting the Approval Status field of a change request to Pending Approval. When this occurs, the approvers are notified. Notifications are sent according to the method specified in the approver s record in the People database. Approvers can approve or reject change requests. If they need more information about a change request, approvers can request that information. There can be more than one level of approver, and there can be several approvers on each level. All approvers on each 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. If the change is approved by all approvers, the approval process is complete. If the change is rejected by any approver, the approval process is stopped. The supervisor can then cancel the change or update it and resubmit it for approval. Note Approvers can provide approval or rejection for change requests assigned to them through any of the Remedy Change Management applications. However, the Remedy Change Approver application is designed specifically for approvers, and provides the quickest access to the change requests that are assigned to them. 6-2 Chapter 6 Approver Role

Opening the Remedy Change Approver Application When you start Remedy Change Approver, the Remedy Change Management Console is displayed. The console lists the requests that have been directed to you and that are awaiting your approval. Opening the Remedy Change Approver Application Double-click the Remedy Change Approver icon on your desktop. Figure 6-1 Remedy Change Approver Icon The Remedy Change Management Console is displayed. It lists all the change requests that are awaiting your approval. Figure 6-2 Remedy Change Management Console for the Approver Role Opening the Remedy Change Approver Application 6-3

Approving or Rejecting Change Requests When you log in to the Remedy Change Approver application, the console automatically lists all the change requests that are pending your approval. You can use the buttons on the console to quickly approve or reject change requests, without first reviewing them. Approving or Rejecting Change Requests 1. Open the Remedy Change Approver application. All change requests that have been assigned to you for approval are listed in the table. 2. Select the change request that you want to approve or reject. 3. Choose the appropriate button to approve or reject the change. If you are rejecting a request a dialog box is displayed, where you must confirm your approval or rejection. 4. Click Continue. Reviewing Proposed Change Requests If you want more information about a change request, you can open it from the Remedy Change Management Console, and review it in detail. You can also request more information about a change request. You can change its state if appropriate. You can reassign the signature record to another approver. Reviewing the Change Request Details 1. Open the Remedy Change Approver application. All change requests that have been assigned to you for approval are listed in the Remedy Change Management Console. 2. Select the change request that you want to view. 3. Click Details. 6-4 Chapter 6 Approver Role

The change request opens in the Modify Change Request Signature Line form. Figure 6-3 Modify Change Request Signature Line Form You can review the details of the change request and where it is in the approval process by clicking the appropriate tab. Signature You can approve or reject the change by modifying the status. You can reassign the request, record comments, and ask for more information. Each of these procedures is described in detail below. The Audit Trail field enables you to view the approval history for the request. Change Details You can see general information about the change request including the requester, the assigned support staff member, the scope of the request, its urgency, and a detailed description. Plans You can review the proposed dates for the request, and you can review the assessments that the change supervisor has made about the request s estimated risks and impact. Changing the Signature Status of the Change Request 1. In the Remedy Change Management Console, select the change request that you want to modify. 2. Click Details. The change request opens in the Modify Change Request Signature Line form. Reviewing Proposed Change Requests 6-5

Click the Signature tab. Figure 6-4 Modify Change Request Signature Line Form, Signature Tab 3. Change the state of the approval request by setting the Signature Status field to one of the following options: Pending This is the approval request s state when you receive the request. Approved Setting the request to this status can complete the approval or trigger the next step in the approval process. For example, it can send the approval request to the next approver if there are several levels of approvers. Rejected Setting the request to this status denies a request and completes the approval process, regardless of whether more approvers are defined. A signature cannot be modified once the request has been rejected. The approval process is considered finished. If the change request is to be implemented, the change supervisor must first restart the approval process. Hold This places a change request in a Hold state. By placing a change request in Hold, approvers acknowledge receipt of a request, and indicate that they are not ready to take further action. More Information This action notifies the requester that additional information is needed by the approver before they can take action on the change request. If you choose this option, a message prompts you to click the Manage More Information button. For details, see Requesting More Information About a Change Request on page 6-7. Canceled This status is used only by workflow. You cannot set it. Error This status is used only by workflow. You cannot set it. Closed This status is used only by workflow. You cannot set it. 4. Click Save to save the changes you made. 6-6 Chapter 6 Approver Role

Reassigning a Signature Line to Another Approver 1. In the Remedy Change Management Console, select the change request that you want to reassign. 2. Click Details. The change request opens in the Modify Change Request Signature Line form. 3. Click the Signature tab. 4. In the Reassign To field, enter the name of the person to whom you want to assign the request. This name must match the login name for that person s entry in the User form. 5. Click Save. The change request is removed from your list of assigned request. The approver to whom you assigned the request is notified. Requesting More Information About a Change Request 1. In the Service Console, select the change request that you want to get more information about. 2. Click Details. The change request opens in the Modify Change Request Signature Line form. 3. Click the Signature tab. 4. Click the Manage More Information button. The AP:Dtl-Sig-MoreInforDialog dialog box appears. Figure 6-5 AP:Dtl-Sig-MoreInforDialog Dialog Box 5. Click Create a New. Reviewing Proposed Change Requests 6-7

The More Information dialog box appears. Figure 6-6 More Information Dialog Box 6. In the To field, enter the name of the person to whom you want to send the information request. 7. In the Question field, provide details about the question you have or about the information you want to obtain. 8. Click Save. The information request is listed in the Existing More Information Requests table. 9. Create as many More Information requests as necessary. 10. When you have finished, click Cancel. The Signature Status field in the Signature tab is automatically set to More Information to reflect your request. Viewing More Information Responses 1. In the Remedy Change Management Console, select the change request that you want to review. 2. Click Details. The change request opens in the Modify Change Request Signature Line form. 3. Click the Signature tab. 4. Click the More Information field. The More Information editor appears. Your questions and the responder s answers are documented. 5. When you have finished reviewing the responses, click Cancel to close the editor. 6-8 Chapter 6 Approver Role

Responding to Requests for More Information You can ask members of your organization for information about change requests. As an approver, you may also be asked to provide information about change requests by other approvers. For example, if you have approved a request, an approver at the next level may want to ask you for more information about why you did so. 1. Open the Remedy Change Approver application. 2. Click Approval Central. The Approvals form is displayed. Figure 6-7 Approvals Form 3. Click the My More Information Requests button. All the information requests that you must respond to are listed in the Results pane. 4. Click the information request you want to answer. The request appears in the Details pane. The question of the approver is shown in the Question field. 5. In the Response field, enter the answer to the question. 6. Click Save. The answer to the approver s question will appear in the More Information field of the request. Reviewing Proposed Change Requests 6-9

Tracking Approval Activity All approval activity is recorded within an audit trail. This is a diary field that records the user name (including alternates and overrides), time, and nature of the activity associated with the approval. This enables you to track the progress of any signature. Viewing the Approval Audit Trail 1. Open the Remedy Change Approver application. All change requests that have been assigned to you for approval are listed. 2. Select the change request that you want to view. 3. Click Details. The change request opens in the Modify Change Request Signature Line form. 4. Click the Signature tab. 5. Click the Approval Audit Trail icon. A dialog box appears. It provides the history of the request s approval process. Assigning Approver Alternates An approver alternate can be assigned to substitute for the times when the usual approver is unavailable, such as during vacations or business trips. An alternate has all the capabilities and rights of the person that the alternate is substituting for within the approval system for a defined time period. Defining an alternate does not remove the approval capability of the original approver it adds another user with the capability of acting in the original s place. An approver can define one or more alternates at any time. An alternate can be defined by: Anyone for his or her self An application administrator for any other user Anyone with override capability. Override capability is an authority within the approval process, and is determined by the application administrator. The AR System administrator for any user The manager of an individual for that individual Note An alternate cannot define an alternate for the person for whom they are the alternate. For example, if Bob is the alternate for Jerry, Bob can not define a different alternate for Jerry. 6-10 Chapter 6 Approver Role

Defining Approver Alternates 1. Open the Remedy Change Approver application. 2. Click Approval Central. The Approvals form is displayed. 3. In the Acting As region, click Alternate. 4. In the User field, enter the name of the person who will serve as your alternate. 5. In the Process field, enter the name of the approval process for which you will serve as an alternate. These are the predefined processes for Remedy Change Management: Change Level Change Management Chain Change Supervisor Choice For more information about these processes, refer to Working with Remedy Change Management as an Approver on page 6-2. Defining Approver Overrides In addition to using alternates, the Remedy Change Management approval process provides the ability to give certain individuals override capability. Override capability enables designated individuals to approve requests or define alternates regardless of any other rules. The administrator determines who has override ability. A user with override authority can either perform an override on a single signature or can perform a global override that overrides all of the signatures for the associated change request. Overrides are applied from the Approval Central form. Defining Approver Overrides 6-11

Defining Approver Overrides 1. Open the Remedy Change Approver application. 2. Click Approval Central. The Approvals form is displayed. 3. In the Acting As region, select the button for the override capability you want to assume: If you want to override only one approver, click Override; and in the User field, enter the name of the person whose approval you want to override. If you want to override all approvers, click Global Override. 4. In the Process field, enter the name of the approval process that you will override. These are the predefined processes for Remedy Change Management: Change Level Change Management Chain Change Supervisor Choice For more information about these processes, refer to Working with Remedy Change Management as an Approver on page 6-2. 6-12 Chapter 6 Approver Role

7 Manager Role Chapter This chapter describes how managers can use Remedy Change Manager to monitor issues pertaining to the daily aspects of change management activities and how they can help their staff meet their commitments to the organizations they support. This chapter contains the following sections: Working with Remedy Change Management as a Manager Working with Escalations Working with Reassignment Requests Generating Remedy Change Management Reports Predefined Reports for Remedy Change Management Using the Bulletin Board Creating New Change Requests Searching for Change Requests Managing Assets Managing SLAs Click Save to save the change request.working with Change Request Approvals Calculating the Costs of a Change Request 7-1

Working with Remedy Change Management as a Manager The support staff manager is responsible for addressing general, day-to-day issues from a personnel and customer satisfaction standpoint. Typical management activities include handling assignments and monitoring support staff activity involved in implementing the change request. Even though managers have the same permissions as support staff and can do the same procedures through the Remedy Change Manager application, they usually do not perform support staff activities. For information about procedures that are usually performed by support staff, refer to the appropriate chapter: Chapter 3, Introducing the Support Roles, provides information about the procedures that are performed by both change supervisors and task implementors. Chapter 4, Change Supervisor Role, provides information about the responsibilities of the change supervisor. Chapter 5, Task Implementor Role, provides information about the responsibilities of the task implementor. The manager can also carry out the same responsibilities as an approver. For information about using the Remedy Change Approver application, see Chapter 6, Approver Role. In a situation where a change request has been submitted for approval and the manager has been given approver permissions, the manager can approve the request through the Remedy Change Manager application. 7-2 Chapter 7 Manager Role

Opening the Remedy Change Manager Application When you start the Remedy Change Manager application, the Remedy Service Console is displayed. The console lists the change requests that match the item selected in the View menu, and it provides quick access to the tasks you perform as a manager. Opening the Remedy Change Manager Application Double-click the Remedy Change Management icon on your desktop. Figure 7-1 Remedy Change Management Icon The Remedy Service Console is displayed. Figure 7-2 Remedy Service Console for the Manager Role Opening the Remedy Change Manager Application 7-3

The Remedy Service Console provides quick access to the information you need and to the procedures that you perform most frequently. Requests are listed according to the item selected in the View menu. The types of requests are identified by their prefix: CHG identifies change requests. TSK identifies change tasks. HD identifies help desk cases. Help desk cases are listed only if Remedy Help Desk is installed. Using the Remedy Service Console The Remedy Service Console is the primary interface for the Remedy Change Manager application. There are several buttons on the Remedy Service Console that you can click to perform certain actions or to access information: Reporting Bulletin Board New Request Search for Request Manage Assets Manage SLAs Approval Central Reporting Click the Reporting button if you want to generate predefined reports on change requests. You can view them with the built-in Seagate Crystal Reports viewer. For more information about reports, see Generating Remedy Change Management Reports on page 7-10. Figure 7-3 Reporting Button 7-4 Chapter 7 Manager Role

Bulletin Board The Bulletin Board enables you to view and create messages that can be viewed by the entire organization or by users in the support, approver, manager, and administrator groups. For information about using the Bulletin Board, see Using the Bulletin Board on page 3-12. Figure 7-4 Bulletin Board Button New Request Click the New Request button if you want to create a new change request. Refer to Creating Change Requests on page 4-3 for more information about creating change requests. Figure 7-5 New Request Button Search for Request Click the Search for Request button if you want to search for existing requests. Refer to Searching for Change Requests on page 4-10 for more information about searching for change requests. Figure 7-6 Search for Request Button Using the Remedy Service Console 7-5

Manage Assets Click the Manage Assets button if you want to display the Manage Asset Information dialog box or the Remedy Asset Management Console, from which you can create and search for assets and components. For this button to appear on your console, you must have Remedy Asset Management or Remedy Help Desk installed. For information about using the Remedy Asset Management application, see the Remedy Asset Management Guide for Users and Administrators. Figure 7-7 Manage Assets Button Manage SLAs Click the Manage SLAs button to display the SLA Main Configuration Console, from which you can review, create, and modify SLA definitions. (You must have purchased the Remedy SLA application to have this capability.) Figure 7-8 Manage SLAs Button Approval Central Click the Approval Central button if you want to search for change requests that require your approval or if you want to ask for more information about proposed change requests. For more information about Approval Central, see Working with Change Request Approvals on page 7-23. Figure 7-9 Approval Central Button 7-6 Chapter 7 Manager Role

Using the Manager View Menu The View menu in the Remedy Service Console provides an easy way for you to access lists of important change requests and other information. Using the View Menu 1. On the Remedy Service Console, select an item from the View menu. Escalated Requests lists all requests that have been escalated. For information about working with escalations, see Working with Escalations on page 7-8. Urgent Requests lists all requests that have urgent priority. High Requests lists all requests that have high priority. SLA Escalations lists all requests that are nearing the time when they will miss their service level agreements. Requests Assigned To causes a dialog box to appear, where you can enter or select a person s name to view a list of all requests assigned to that person. All Open Requests lists all requests that have not been resolved or closed. Solutions to Approve lists all solutions that you are requested to approve for help desk cases. If you do not have Remedy Help Desk installed, no items are listed in the table. Reassignment Requests lists all requests that you have been asked to reassign. For information about reassigning requests, see Working with Reassignment Requests on page 7-9. Responded to Surveys lists all the surveys that requesters completed after their help desk cases were resolved. If you do not have Remedy Help Desk installed, no items are listed in the table. My Pending Approvals lists all the change requests that are awaiting your approval. For information about viewing change requests requiring your approval, see Viewing Change Requests Awaiting Approval on page 7-24. All Pending Approvals opens a dialog box where you can select change requests that are currently awaiting approval. For information about viewing change requests requiring approval, see Viewing Change Requests Awaiting Approval on page 7-24. If there are no matching requests, a message so stating is displayed on the Remedy Service Console. 2. To open an item in the list, select it and click Details. The item appears in its form. Using the Manager View Menu 7-7

3. You can perform a number of actions within this list: Open items in the list. Update the list to show new or changed information. Print the list. Sort by different columns. For detailed instructions, see Working with Table Data on page 3-19. Working with Escalations When a change request has been escalated, the change request is displayed in the Remedy Service Console. Escalations serve to warn you when certain commitments are not being met; for example, if a change request is not being implemented in the time allotted to it. One strategy for responding to escalations is to reassign escalated change requests. Responding to Change Request Escalations 1. In the Remedy Service Console list, select View Escalated Requests. All escalated requests are listed. 2. Select the request you want to view. 3. Click Details. The change request is displayed in the Modify Change Request form. 4. In the Support Information region, select a new staff member from the Supervisor menu list. 5. Click Save. A message reports that the previous and new assignees are notified of the new assignment. 6. Click OK. 7-8 Chapter 7 Manager Role

Working with Reassignment Requests Managers are responsible for responding to reassignment requests and escalations. If approvals for change requests are required as part of the change request process, managers can provide approval authorization or rejection. When a change supervisor requests that a change request be reassigned to another supervisor outside of the group, the manager is notified. Upon reviewing the change, the manager can reassign the change to another qualified change supervisor, or the manager can reject the reassignment request. Responding to Reassignment Requests 1. In the Remedy Service Console list, select View Reassignment Requests. All reassignment requests are displayed in the table. 2. Select the appropriate change request. 3. Click Details. The change request is displayed in the Modify Change Request form. 4. After reviewing the change request, approve or reject the reassignment request. To deny the reassignment request, select No from the Request Reassignment menu. To reassign the change request: a. In the Support Region of the General tab, select No in the Request Reassignment menu. This resets the change request to a state in which the assignee is not requesting reassignment. b. From the Supervisor menu, select the staff member to whom you want to reassign the request. 5. Click Save. A message confirms the reassignment action. 6. Click OK. If you reassign the change request, the previous and new assignee are automatically notified of the changed assignment. If you deny the reassignment request, the current assignee is informed that the assignment has not changed and that the request was denied. Working with Reassignment Requests 7-9

Generating Remedy Change Management Reports Managers usually are not involved in entering requester data or in resolving change requests. Their activities mostly center around change request analysis, for example, determining the length of time spent on change requests, types of changes requested, and frequently repeated tasks. The Remedy Change Manager application includes predefined reports that are designed to help support staff managers monitor activities related to their service desk. These predefined reports are outlined in this section. Generating a Remedy Change Management Report 1. On the Remedy Service Console, click Reporting. The Reporting dialog box is displayed. Figure 7-10 Reporting Dialog Box 2. Select a reporting area from the Reporting Area menu list. 7-10 Chapter 7 Manager Role

Table 7-2 lists the reporting areas that pertain to the Remedy Change Management application. Table 7-1 Reporting Areas for Remedy Change Management Reporting Area Change Approvals Change Information Change SLA Performance (if Remedy Service Level Agreements is installed) Change Task Information Change TCO Costs Changes and Associated Tasks Description Reports on change requests currently under approval. Reports on change requests. Reports on service level agreement data for change requests. Reports on change tasks. Reports on change requests according to costs. Reports on change requests and their associated change tasks. 3. Select the type of predefined report from the Report menu. For information about the Change Approvals reports, see Change Approvals Reports on page 7-14. For information about the Change Information reports, see Table 7-2 on page 7-14. For information about the Change SLA Performance reports, see Table 7-3 on page 7-17. For information about the Change Task Information reports, see Table 7-4 on page 7-18. For information about the Change TCO Costs reports, see Table 7-5 on page 7-19. For information about the Changes and Associated Tasks reports, see Table 7-6 on page 7-21. 4. If applicable, enter a Start Date and an End Date. Only those change requests with a Planned Start Date or an Actual Start Date that falls within this range will be included in the report. Generating Remedy Change Management Reports 7-11

5. To narrow your search, specify search criteria. If one exists, use an appropriate predefined search. a. Click on the Predefined Searches tab. b. Select the search from the list, and click Select. Or you can use the Basic Search fields to refine your search. a. In the Basic Search tab, select a field you want to search. For example, if you are generating a report of all the change requests created by a certain requester, select Requester Name. b. Select a qualifier from the second menu. For example, to find matching values, select the equal sign (=). c. Type the value by which you want to qualify the search in the field. For example, to find all change requests created by Joe User, type Joe User. d. Repeat these steps for other fields to further refine your search. Or you can use the advanced search bar to further narrow your search. a. Click the Advanced Search tab. b. In the Qualification field, enter the appropriate search criteria. For information about using the advanced search bar, refer to Remedy User Help. 6. To save the search you have specified so that you can use it again at another time, click Save Search. The search is saved in the Predefined Searches tab. 7. To preview the report on the screen, click Preview Report. A dialog box appears. a. If necessary, change the report title and subtitle. b. Click OK. A window displays the report. For information about printing, exporting, and viewing the report in this window, refer to your Seagate Crystal Reports documentation. 8. Optionally, from the Destination menu, choose the destination for the report: Printer Choose this menu item to send the report to the printer specified in the Print Setup dialog box. File Choose this menu item to save the report to file. 7-12 Chapter 7 Manager Role

9. Click Print Report to save the report to a file or to print the report. If the report destination is File, the Export dialog box is displayed. a. Specify the format and destination. b. Click OK. The Choose Export File dialog box is displayed. c. Specify the destination for the report file. d. Click OK. If the report destination is Printer, a dialog box is displayed. a. You can change the report title and subtitle. b. Click OK. A dialog box displays the printing progress. 10. To stop the printing, click Cancel Printing. Predefined Reports for Remedy Change Management This section describes the predefined reports for the Remedy Change Management application and is organized by reporting area. There are two categories of reports: Current Activity Reports These reports enable you to understand the current status of the support staff workload. The report groups the information by the defined categories and provides totals for each of these categories. Historical Reports These reports present information based on a specific range of time. You can specify this range, before performing the search, by using the Start Date and End Date fields. These reports can enable you to understand the change request trends to help evaluate issues such as staffing, workload, and major problem areas. Historical reports are identified with the suffix Date Range. Note The reports described in the following sections are the reports that pertain to Remedy Change Management only. If you have other Remedy applications installed, other reports may be listed. For more information, refer to the appropriate documentation. Predefined Reports for Remedy Change Management 7-13

Change Approvals Reports These reports summarize approval activity for all change requests in any state of the approval process. Change Approval reports display change requests grouped by category and status. Change Information Reports These reports summarize change request activity according to person; location; status; detailed information; and risk and impact. Table 7-2 Change Information Reports (1 of 3) Change Information Reports Description By Person Supervisor By Status (By Person Supervisor By Status) By Site (By Person Supervisor By Site) By Planned Start Date (By Person Supervisor By Planned Start) By Actual Start Date (By Person Supervisor By Actual Start Date) By Closure Code (By Person Supervisor By Closure Code) Displays all change requests, grouped by Change Supervisor. Totals are calculated for each Status. Displays all change requests, grouped by Change Supervisor. Totals are calculated for each Site. Displays all change requests, grouped by Change Supervisor, where the Planned Start Date is within the date range you specify for the report. Displays all change requests, grouped by Change Supervisor, where the Actual Start Date is within the date range you specify for the report. Displays all change requests, grouped by Change Supervisor. Totals are calculated for each Closure Code. By Person Supervisor By Region By Site (By Person Supervisor By Region By Site) Displays all change requests, grouped by Change Supervisor. Totals are calculated for each Region and Site combination. 7-14 Chapter 7 Manager Role

Table 7-2 Change Information Reports (2 of 3) Change Information Reports Description By Person Requester and Status Requester and Status (By Person Requester and Status) Displays all change requests, grouped by Requester. Totals are calculated for each Status. By Location Region By Status (By Location Region By Status) By Planned Start Date (By Location Region By Planned Start Date) By Actual Start Date (By Location Region By Actual Start Date) Displays all change requests, grouped by Region. Totals are calculated for each Status. Displays all change requests, grouped by Region, where the Planned Start Date is within the date range you specify for the report. Displays all change requests, grouped by Region, where the Actual Start Date is within the date range you specify for the report. By Location Site By Status (By Location Site By Status) By Planned Start Date (By Location Site By Planned Start Date) By Actual Start Date (By Location Site By Actual Start Date) Displays all change requests, grouped by Site. Totals are calculated for each Status. Displays all change requests, grouped by Site, where the Planned Start Date is within the date range you specify for the report. Displays all change requests, grouped by Site, where the Actual Start Date is within the date range you specify for the report. By Location Department By Status (By Location Department By Status) By Planned Start Date (By Location Department By Planned Start Date) Displays all change requests, grouped by Department. Totals are calculated for each Status. Displays all change requests, grouped by Department, where the Planned Start Date is within the date range you specify for the report. Change Information Reports 7-15

Table 7-2 Change Information Reports (3 of 3) Change Information Reports By Actual Start Date (By Location Department By Actual Start Date) Description Displays all change requests, grouped by Department, where the Actual Start Date is within the date range you specify for the report. By Status By Supervisor (By Status By Supervisor) By Region (By Status By Region) By Department (By Status By Department) Displays all change requests, grouped by Status. Subtotals are calculated for each Supervisor by Status. Totals are calculated for each Status. Displays all change requests, grouped by Status. Subtotals are calculated for each Region by Status. Totals are calculated for each Status. Displays all change requests, grouped by Status. Subtotals are calculated for each Department by Status. Totals are calculated for each Status. Detailed Information Detailed Work Log (Detailed Information Detailed Work Log) Dependencies (Detailed Information Dependencies) Displays detailed information for each change request. Requests are listed according to Change Request ID. Displays each group of dependent change requests, indicates how many are dependent upon one another, and provides the sequence number for each request. Risk/Impact Risk/Impact By Priority and Category By Planned Start Date (Risk/Impact By Priority and Category By Planned Start Date) By Actual Start Date (Risk/Impact By Priority and Category By Actual Start Date) Displays change requests grouped according to their priority, category, and planned start dates. Actual start dates are also shown for each change. Displays change requests grouped according to their priority, category, and actual start dates. Planned start dates are also shown for each change. 7-16 Chapter 7 Manager Role

Change SLA Performance Reports These reports show the SLA performance metrics for change requests. This report type is available only if Remedy Service Level Agreements has been installed. Note The AR System does not support these reports on systems using a flat file database. Table 7-3 Change SLA Performance Reports Change SLA Performance Reports SLA Change Performance by Group (Performance - Averages By Group (Provider)) SLA Change Performance by Department (Performance - Averages By Department (Client)) SLA Change Exceptions by Group (Performance - Exceptions By Group (Provider)) SLA Change Exceptions by Department (Performance - Exceptions By Department (Client)) SLA Change Highs / Lows by Group (Performance - Highs / Lows By Group (Provider)) SLA Change Highs / Lows by Department (Performance - Highs / Lows By Department (Client)) SLA Change Highs / Lows by Group (Performance - Response Times By Group (Provider)) SLA Change Highs / Lows by Department (Performance - Response Times By Department (Client)) Description Displays average performance times for each change request SLA measurement goal, grouped by supervisor groups. Displays average performance times for each change request SLA measurement goal, grouped by requesters departments. Displays the performance times that exceed the SLA measurement goals for each change request SLA, grouped by supervisor groups. Displays the performance times that exceed the SLA measurement goals for each change request SLA, grouped by requesters departments. Displays the longest and shortest measured values for the change request SLA measurement goals, grouped by supervisor groups. Displays the longest and shortest measured values for the change request SLA measurement goals, grouped by requesters departments. Displays the response times for the change request SLA measurement goals, grouped by supervisor groups. Displays the response times for the change request SLA measurement goals, grouped by requesters departments. Change SLA Performance Reports 7-17

Change Task Information Reports These reports summarize change task activity. Table 7-4 Change Task Information Reports Change Task Information Reports Description By Implementor By Status (By Implementor By Status) By Site (By Implementor By Site) By Planned Start Date (By Implementor By Planned Start) By Actual Start Date (By Implementor By Actual Start Date) By Closure Code (By Implementor By Closure Code) Displays all change tasks, grouped by task mplementor. Totals are calculated for each Status. Displays all change tasks, grouped by task mplementor. Totals are calculated for each Site. Displays all change tasks, grouped by task implementor, where the Planned Start Date is within the date range you specify for the report. Displays all change tasks, grouped by task implementor, where the Actual Start Date is within the date range you specify for the report. Displays all change tasks, grouped by task implementor. Totals are calculated for each Closure Code. By Status and Type By Status and Type Displays the change tasks grouped by Status and each Type within that status. Totals are calculated for each Type. 7-18 Chapter 7 Manager Role

Change TCO Costs Reports These reports summarize Change TCO Costs information. Table 7-5 Change TCO Costs Reports (1 of 3) Change TCO Costs Reports Description Costs By Region and Status (Costs By Region and Status) By Site and Status (Costs By Site and Status) By Department and Status (Costs By Department and Status) Displays change request costs, grouped by Region and Status. Totals are calculated for each Status and each Region. The total cost of all change requests is also displayed. Displays change request costs, grouped by Site and Status. Totals are calculated for each Status and each Site. The total cost of all change requests is also displayed. Displays change request costs, grouped by Department and Status. Totals are calculated for each Status and each Department. The total cost of all change requests is also displayed. Cost Categories/Types By Region and Status (Cost Categories/Types By Region and Status) By Site and Status (Cost Categories/Types By Site and Status) By Department and Status (Cost Categories/Types By Department and Status) Displays change request costs, grouped by Category and Type and by Region and Status. Totals are calculated for each Category and Type. The total cost of all change requests is also displayed. Displays categories of change request costs, grouped by Category and Type and by Site and Status. Totals are calculated for each Category and Type. The total cost of all change requests is also displayed. Displays categories of change request costs, grouped by Category and Type and by Department and Status. Totals are calculated for each Category and Type. The total cost of all change requests is also displayed. Change TCO Costs Reports 7-19

Table 7-5 Change TCO Costs Reports (2 of 3) Change TCO Costs Reports Description Cost Summary - Actual Start Date By Region (Cost Summary Actual Start Date By Region) By Site (Cost Summary Actual Start Date By Site) By Department (Cost Summary Actual Start Date By Department) Displays summaries of costs for the change requests where the Actual Start date fell within the time you specified. Requests are grouped by Region, with the following totals calculated: Category, Type, Item, Cost Category, Cost Type, Total. Displays summaries of costs for the change requests where the Actual Start date fell within the time you specified. Requests are grouped by Site, with the following totals calculated: Category, Type, Item, Cost Category, Cost Type, Total. Displays summaries of costs for the change requests where the Actual Start date fell within the time you specified. Requests are grouped by Department, with the following totals calculated: Category, Type, Item, Cost Category, Cost Type, Total. Cost Summary - Year/Qtr By Category, Type, and Item (Cost Summary Year/Qtr By Category, Type, and Item) By Region (Cost Summary Year/Qtr By Region) Displays summaries of costs. Costs are grouped by Category, with the following totals calculated: Category, Type, Item, Quarterly Total, Annual Total. A Cost Summary for all Categories is also provided. Displays summaries of costs. Costs are grouped by Region, with the following totals calculated: Category, Type, Item, Quarterly Total, Annual Total. A Cost Summary for all Regions is also provided. 7-20 Chapter 7 Manager Role

Table 7-5 Change TCO Costs Reports (3 of 3) Change TCO Costs Reports By Site (Cost Summary Year/Qtr By Site) By Department (Cost Summary Year/Qtr By Department) Description Displays summaries of costs. Costs are grouped by Site, with the following totals calculated: Category, Type, Item, Quarterly Total, Annual Total. A Cost Summary for all Sites is also provided. Displays summaries of costs. Costs are grouped by Department, with the following totals calculated: Category, Type, Item, Quarterly Total, Annual Total. A Cost Summary for all Departments is also provided. Changes and Associated Tasks Reports These reports show information about change requests and their related change tasks. Note The AR System does not support these reports on systems using a flat file database. Table 7-6 Changes and Associated Tasks Reports Changes and Associated Tasks Reports By Implementor and Status By Status and Type Description Displays the change requests and their tasks with the tasks grouped by task implementor and Status. Displays the change requests and their tasks with the tasks grouped by Status and Category. Changes and Associated Tasks Reports 7-21

Using the Bulletin Board You can use the Bulletin Board feature to view messages and to post messages to your group. Bulletin board messages enable you to stay informed about activities within your organization. For example, you can use the bulletin board to monitor systems, share information, and distribute documents. For information about using the Bulletin Board, refer to Using the Bulletin Board on page 3-12. Creating New Change Requests You can create new change requests by clicking the New Request button and entering information in the New Change Request form. For detailed information about creating change requests, Creating a New Change Request on page 4-3. Searching for Change Requests Managing Assets Managing SLAs You can search for existing requests by clicking the Search for Requests button. In the Search Change Requests form that is displayed, you specify search criteria. Matching requests are listed in the Results pane above the form. For detailed information about searching for change requests, refer to Searching for a Change Request on page 4-10. If the Remedy Asset Management application or the Asset Inventory module is installed, you can create new asset and component records, search for existing asset and component records, and update records. For detailed information about using the Remedy Asset Management application, refer to the Remedy Asset Management Guide for Users and Administrators. When you click the Manage SLAs button, the SLA Main Configuration Console is displayed. From here you can review, create, and modify SLA definitions. (You must have purchased and installed the Remedy SLA application to have this capability.) For information about managing SLAs, refer to the Remedy Service Level Agreements Guide for Users and Administrators. 7-22 Chapter 7 Manager Role

Working with Change Request Approvals Certain change requests must pass through an approval process before they can be implemented. The application administrator determines which change requests require approval, what kind of approval process the change requests must undergo, and who the approvers are. Support staff and management can add more approvers to the list. For information about adding more approvers, refer to Identifying and Adding Approvers on page 4-42. Change supervisors submit the requests for approval and monitor the approval process. Approvers are notified when a change request requires their approval. After reviewing the change request, they can approve it or reject it. Or, if they require more information, they can put their signature on hold. As a manager, you may be required to review change requests for approval. You can access the Remedy Change Approver application, or you can review change requests and provide approval through the Remedy Change Manager application. Refer to the pages listed for the following procedures: For information about reviewing proposed change requests and providing or denying approval, see Reviewing Proposed Change Requests on page 6-4. For information about reviewing the approval process, see Tracking Approval Activity on page 6-10. For information about assigning another person to be your approver alternate, see Assigning Approver Alternates on page 6-10. For information about providing users with override ability, see Defining Approver Overrides on page 6-11. Working with Change Request Approvals 7-23

Viewing Change Requests Awaiting Approval 1. In the Remedy Service Console, select one of the following items from the View menu: My Pending Approvals displays all the change requests that have been assigned to you for approval. All Pending Approvals opens a dialog box. a. Enter the Change ID of the request you want to view, or click the menu and select the request. If you leave the field blank, all pending approvals will be displayed. b. Click OK. The change request is displayed in the Remedy Service Console. 2. In the Remedy Service Console, select the change request you want to review. 3. Click Details. The change request is displayed in the Modify Change Request Signature Line form. The approver can approve or reject the change request here, or request further information. For more information, refer to Reviewing Proposed Change Requests on page 6-4. 7-24 Chapter 7 Manager Role

Calculating the Costs of a Change Request When a change request has been resolved, you can calculate the cost involved in implementing it. If a change supervisor or task implementor has already added a cost calculation, you can view the calculation. You can calculate the various kinds of costs, and you can associate costs with assets. All the costs of a change request are totaled automatically. Viewing the Cost of a Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Costs tab. Figure 7-11 Change Request Form, Costs Tab 3. From the Show field, select the type of cost you want to view: All Cost Types Fixed Labor Other Parts The table shows all incident cost records for this change request. The Total Cost appears in the field at the bottom left of the form. Calculating the Costs of a Change Request 7-25

Calculating the Cost of a Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Costs tab. 3. Click Add Costs The Incident Costs dialog box appears. The upper region of this dialog box contains information about the change request. You cannot make changes here. In the lower region, you can identify the type of cost. Figure 7-12 Incident Costs Dialog Box 4. Enter the relevant information in the following fields: Cost Type Enter the cost classification. Options are Fixed, Labor, Other, or Parts. If you choose Fixed, the Unit Type is automatically set to Flat Rate, and the Number of Units is set to 1. Based On Choose whether the cost is determined by Assignee Group, Categorization, or Fixed Cost. Depending on the application administrator s configuration, the value you choose in this field can automatically fill in other fields on the form. Unit Type Choose how you want to measure the cost. Choices are Flat Rate, Hours, or Minutes. Cost Rate Enter the rate. This field may be filled in automatically, depending on whether the application administrator has configured a rate. 7-26 Chapter 7 Manager Role

Number of Units Enter how many units for example, hours or minutes were required to implement the change. Cost Description A description of the cost appears, based on the values you entered in the fields. You can change this description if necessary. 5. In the Relate To Assets? field, specify whether you want to relate the cost to an asset: Do not associate to assets Choose this option if there are no related assets or if you do not want to associate the cost to an asset. Divide evenly between assets Choose this option if you want to divide the cost between all of the assets that are related to the change. Doing so divides the Current Total by the number of related assets. Let me allocate to assets Choose this option if you want to distribute the cost among the different assets. If you choose this option, the Related Assets tab appears. Refer to Allocating Costs to Assets on page 7-27 for more information. The Related Asset Count field automatically displays the number of assets that are related to the change request. You cannot change this field. 6. Click Save. Allocating Costs to Assets If you have two or more assets related to a change request, you can distribute the costs of the change request between the different assets. If you have two or more assets related to a change request, you can distribute the costs of the change request between the different assets. Note If the Asset Inventory module or the Remedy Asset Management application is not installed on the server, you cannot relate asset records to change requests. 1. Perform steps 1 to 6, as described in Calculating the Cost of a Change Request on page 7-26. 2. In the Relate To Assets? field, choose Let me allocate to assets. The Related Assets tab is activated. Calculating the Costs of a Change Request 7-27

3. Click the Related Assets tab. Figure 7-13 Incident Costs Dialog Box, Related Assets Tab The Related Assets table shows all assets related to the change request. The Related Assets with Cost Allocated table shows all the costs that you have created if you chose to allocate costs. 4. In the Related Assets table, click the asset to which you want to allocate a cost. 5. In the Allocate to Selected Asset field, enter the amount you want to allocate to the asset. 6. Click Create Cost Record. This creates a record of the cost. The cost record appears in the Related Assets with Costs Allocated table, and the Unallocated Cost decreases by the amount applied to the asset. The remaining fields in the tab are read-only: Unallocated Cost Displays the Current Total less the amount already allocated to assets during this session. Average Cost Per Asset Displays the Current Total divided by Related Asset Count. This indicates the amount that each cost record would be if you chose to automatically allocate the costs to the assets. Current Total Displays the Cost Rate multiplied by the Number of Units. 7. Continue selecting assets from the Related Assets table, and apply costs until Unallocated Cost is equal to 0. 8. Click Close. 9. The table in the Costs tab shows the cost records you have created. 7-28 Chapter 7 Manager Role

Modifying a Cost 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Costs tab. 3. From the table, select the cost that you want to modify. 4. Click Modify Cost. 5. The Cost Relationship dialog box appears. Figure 7-14 Cost Relationship Dialog Box The upper region of this dialog contains information about the change request. You cannot make changes here. In the lower region, you can identify the kind of cost. 6. Change the description or cost as appropriate. 7. When you are finished, click Save. The changed cost record is listed in the table. Deleting a Cost from a Change Request 1. Open the change request so that it appears in a Modify Change Request form. 2. Click the Costs tab. 3. Select the cost that you want to delete. 4. Click Delete Cost. A message prompts you to confirm the deletion. 5. Click Yes. 6. Click Save to save the change request. Calculating the Costs of a Change Request 7-29

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A Remedy Change Management Flashboards Appendix In addition to the reporting capabilities available in the Remedy Change Management application, you can monitor important change request statistics by using flashboards. A flashboard provides a graphic representation of data in the form of buttons, charts, fields, and meters. This appendix outlines the supplied flashboards that run metrics against the Remedy Change Management sample data. It contains the following sections: Accessing Remedy Change Management Flashboards Overview of Remedy Change Management Flashboards Customizing Flashboards A-1

Accessing Remedy Change Management Flashboards The Remedy Change Management installation program places sample flashboard definitions on your system. Complete the following procedures to import the definitions into your Flashboards server and to view the Remedy Change Management flashboards in the Flashboards User Tool. Note To run the sample flashboards, you must have the Flashboards server installed on your system, and you must import the sample data during the Remedy Change Management installation procedure. The flashboard definitions must be imported. The Flashboards User and Flashboards Administrator tools must be installed on your system or client systems. Importing the Sample Flashboard 1. Open the Flashboards Administrator Tool. 2. Select the server to which you want to import the sample flashboard. 3. Choose File Import Flashboard. The Import Flashboard dialog box is displayed. 4. Navigate to the directory where the installation program places the sample flashboard. On UNIX, the files are in /usr/remedy/apps/it Services/templates. On Windows NT, the files are in C:\Program Files\Remedy\Apps\ITServices\templates. The name of the Remedy Change Management flashboard file is change.fbd. If you installed any of the other Remedy applications, the corresponding sample flashboard files are also placed in this directory. 5. Select change.fbd. 6. Click OK. A message is displayed containing a list of flashboards that were successfully imported. 7. Click OK. A-2 Appendix A Remedy Change Management Flashboards

The list of flashboards that exist on the server is displayed in the Flashboard List window. Figure A-1 List of Remedy Change Management Sample Flashboards The flashboards not preceded by a hyphen (-) will be accessible the next time the Flashboards User Tool is opened. The flashboards preceded by a hyphen (-) do not appear on the list in the Flashboards User Tool; they can be accessed only from within other flashboards. You can open the Remedy Change Management flashboards from the Flashboard User Tool. Opening the Change Request Analysis Flashboard 1. Open the Flashboards User Tool. 2. Double-click CHG:Change Request Analysis. The CHG:Change Request Analysis flashboard is displayed. Accessing Remedy Change Management Flashboards A-3

Overview of Remedy Change Management Flashboards When you open the Flashboards User Tool, a list is displayed showing the main flashboards for the Remedy applications. From Remedy Change Management s main flashboard CHG:Change Request Analysis you can access additional flashboards for more specific data. The Change Request Analysis flashboard summarizes metrics including the total number of change requests and the breakdown of change requests by status as defined in the Remedy Change Management application. Figure A-2 Change Request Analysis Flashboard A-4 Appendix A Remedy Change Management Flashboards