In this post, I will share configuration steps on how to integrate and configure BMC Cloud Lifecycle Management 3.x with BMC Change Management so that there are different approvers of each company, configured in the Cloud environment, while maintaining the multi-tenancy concept.
BMC Change Management is an application in the BMC Remedy IT Service Management Suite that provides the ability to plan, schedule, implement, and track changes that need to be completed within your cloud infrastructure.
There is lot’s information out there on BMC Change Management and you can refer to the following video link if you are planning to integrate BMC Change Management with BMC Cloud Lifecycle Management and looking for it’s benefit:
The video provides an overview of the benefits of integrating BMC Cloud Lifecycle Management with BMC Change Management.
When you integrate BMC Cloud Lifecycle Management with BMC Change Management, service requests that you generate from a service offering instance in your cloud environment can generate change requests in BMC Change Management based on the service offering configuration.
The BMC Cloud Lifecycle Management change process differs from the standard change process. The BMC Cloud Lifecycle Management process does not require manual intervention by the Change Manager or Change Coordinator. For more information about user roles in BMC Change Management, see User roles. The standard change process stages, such as Request for Change, Scheduled for Review, and Scheduled, which require manual intervention, are not used by BMC Cloud Lifecycle Management.
The BMC Cloud Lifecycle Management change policies follow the change process stages as shown in the following figure:
The BMC Cloud Lifecycle Management-initiated change request already contains attributes and tasks, Therefore, the Change Manager or Change Coordinator does not need to add or update the change request. However, the Change Approver must approve or reject a change request by using the Change Approval Required policy.
If you are hosting a Cloud Environment and if each of your Tenants would like to have Change Integration in place where each of their Change Requests should only assign and visible to their own Change Approvers/Coordinator/Manager then the following configuration can help you achieving this use case.
Refer to Integrating with BMC Change Management which covers standard configurations then you can more easily follow the configuration covered in this blog.
A change policy determines how the service request is processed in BMC Change Management. Out-of-the-box, the following types of change policies are available:
- No Change Required
- Change Approval Required
- Pre-Authorized Change
- Audit-only Change
Except for the No Change Required policy, each change policy is mapped to a change class and its corresponding Change Templates.
In the following screenshot, I am using “Cloud Change - Approval Required” and will walk you through configurations.
Follow the below path to access/open this change template:
Default AR Home page -> Application Admin Console -> Custom Configuration -> Change Management -> Search Change Management Templates with the value on Template Category = Cloud Change Lifecycle.
Follow the default configuration displayed in following screenshot. Leave the Company name as “Calbro Services”.
Keep the field values blank from “Categorization” and “Assignment” tabs.
On the Authoring for Groups tab add the companies that will be using this change template (in this example Rose and Tenant1).
Change Approvers must belongs to a Support Group and the same should be used here.
Open the “Standard Cloud Task” and set the Company to “Global”. Here is the path to open it:
Default AR Home page -> Application Admin Console -> Custom Configuration -> Task Management System -> Task Configuration -> Search Task Templates with the value on Name = Standard Cloud Task.
Assign the person under whose context the change task would be executed. This should ideally be any person from the Provider Company belonging to any of the Support Group.
Access the Approval Mapping form and create Approval Records for each company for which Change is required. Follow the below path to open the Approval Mapping form.
Default AR Home page -> Application Admin Console -> Custom Configuration -> Change Management -> Approval - > Approval Mapping.
Remember, after entering last name, you need to hit <Enter> key
In following example, we have configured this form for company name “Rose”. Configure this form for each company.
Add an Infrastructure Change Manager and Infrastructure Change Coordinator entry for each company in “Configure Application Assignments” form.
Here is the path to open this form:
Default AR Home page -> Application Admin Console -> Custom Configuration -> Foundation -> Configure Application Assignments
With this configuration, Change tickets will only be visible to its respective Tenant for approval.
Here are the screenshots of approval central logged in by two different Tenant’s Change Approvers who can only see the change tickets belongs to their own company:
You can refer following Knowledge Articles which covers known issues around Change Management Integration with BMC Cloud Lifecycle Management and other configuration details:
KA370290 - Enabling and disabling Change Management in Cloud LifeCycle Management (CLM)
KA393273 - Cloud Change Request do no show under "Pending" in Change Console
KA380189 - CLM 3.0 Change Integration Failed with error "Failed to create Change Ticket"
In this post, I covered configuration points and suggestions on how to integrate and configure BMC Cloud Lifecycle Management 3.x with BMC Change Management so that there are different approvers of each company, configured in the Cloud environment, while maintaining the multi-tenancy concept.
I hope this article helps to understand good ways to use Change Management in BMC Cloud Lifecycle Management (CLM), please share you experiences or feedback on this use case with comments below.
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