Changes to a BMC Helix service can be one of the following types:

• Normal change — A change that goes through a normal change approval process flow
• Pre-approved change — A preauthorized change that is considered low risk
• Emergency change — A response to a critical IT situation (for example, an environment outage)

Normal changes

Normal changes must follow the Change Management process and are reviewed by the Change Advisory Board (CAB).

Pre-approved changes

A normal change that is recurrent, well known, and can be executed using a predefined and relatively risk-free path. It is preapproved by the CAB.

The current list of pre-approved changes includes database refreshes. 

Emergency changes

Emergency changes are required to address a current outage situation in a customer’s environment, or to prevent an imminent outage situation from occurring. All emergency changes must have a corresponding help desk ticket (incident number) assigned and should be recorded as emergency change requests in the system.

Important

An emergency change should be associated with an outage notification or Severity 1 incident. An emergency change should involve changes done to recover from an outage or to avoid an outage situation.