Change Management Integration

The Change Management precess app included with Serena Service Manager manages changes to controlled IT infrastructure. Most of these changes require approval and formal planning; these are referred to as "normal" change types. Changes that need emergency fixes or are small enough to warrant immediate implementation can skip the planning process. These types are referred to as "pre-approved" or "emergency" change types.

Demand Center includes the "Significant RFCs" demand view in the Operations category. This view is populated with approved normal change types in the "significant" change category. This demand view is immediately available to administrators, but can be shared with users.

You can also use the "SSM - Changes in Planning" report to create a demand view to list normal change types that reside in the CAB Review/Planning state. Change managers can also create their own reports in SBM User Workspace, as long as they meet the criteria in Preparing Listing Reports for Demand Views.

In addition, the Change Management application includes the Demand Widget and the Pause Status field. It is also configured for "split" capabilities, but you must apply the project overrides as explained in Configure Demand Item "Split" Capabilities.

Once changes are planned in Demand Center, they follow their normal life cycle in the Change Management process app.

The Change Management application does not require additional setup to work with Demand Center after the Serena Service Manager solutions are imported and promoted following the instructions in Serena Orchestrated Ops Installation and Configuration Guide.