In my current and previous organizations BSAs submit the CRQs, schedule the timeslots and get the approvals working in close coordination with main dev team handling the majority of the change. They create tasks for respective dev teams, and then developers update the tasks with the corresponding details. They as well as dev teams will be present in the CRB meetings to discuss details with greater teams to get the approval from Change Manager. So BSAs work as change coordinators in this case.
Expecting endusers to work with remedy ITSM is a great ask. unless your users are very ITSM and tech savvy. It is a big hassle to even for remedy admins to work with Change Request screens and navigate them through proper life cycle. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
