220-1102 Question 673
Single answerRequest formsA technician receives a request from a department manager asking IT to install a new software package on 25 employee laptops before the end of the week. The company uses formal request forms for change tracking and approvals. The manager emails the technician a spreadsheet listing employee names and says the software is 'business critical.' What should the technician do FIRST?
- A
Begin installing the software immediately because the request came from a manager and affects multiple users
- B
Reply to the manager and ask them to submit the standard request form with the required business justification and approval details
- C
Purchase the needed software licenses and schedule deployment to avoid delays
- D
Send the request directly to all affected users so they can confirm whether they want the software installed
Show answer and explanation
Correct answer: B
Explanation
In an A+ Core 2 context, request forms are part of standard organizational procedures used to document service requests, establish scope, capture approvals, and maintain accountability. The best first action is to ensure the requester submits the official request form rather than relying on an informal email. This aligns with common IT service management and change-control best practices: document the request, verify authorization, confirm business justification, and then proceed with planning or implementation. Informal requests can lead to unauthorized changes, licensing issues, missing approvals, and poor audit trails.
- A. Incorrect.
This is incorrect because a manager's email and spreadsheet do not replace the organization's documented request process. In environments that use formal request forms, the technician should not start work until the request is properly submitted and approved. Skipping the form creates gaps in authorization, scope, and tracking.
- B. Correct.
This is correct because the formal request form is used to document the business need, affected systems, approvals, and other required details before work begins. Request forms help ensure proper authorization, accountability, prioritization, and auditability. Asking the manager to follow the standard process is the appropriate first step.
- C. Incorrect.
This is incorrect because purchasing licenses is a downstream action that should occur only after the request has been properly documented, reviewed, and approved. Acting before the request form is completed could lead to unauthorized spending or deployment of unapproved software.
- D. Incorrect.
This is incorrect because end-user confirmation does not substitute for the formal request and approval workflow. Users may not know whether the software is authorized, licensed, or supported. The organization should validate the request through its established form and approval process first.