N10-009 Question 198
Single answerChange management: Request process tracking/service requestA network administrator receives a request from the facilities team to activate two unused switch ports for newly installed badge readers in a secured area. Company policy requires all network-related work to be submitted and tracked through the IT service management system so approvals, implementation notes, and closure details are documented. The badge readers are not part of an outage and the work can be scheduled during normal business hours. Which action should the administrator take FIRST to follow proper change management request tracking procedures?
- A
Create a service request ticket in the tracking system and document the business need, affected switch ports, requested schedule, and required approvals before making the change
- B
Enable the ports immediately because the devices are low risk, then update the documentation after verifying connectivity
- C
Open an emergency change record because physical security devices should bypass the standard request workflow
- D
Wait for the facilities team to send an email approval, then make the change without opening a tracked ticket
Show answer and explanation
Correct answer: A
Explanation
The best first step is to create a service request ticket in the organization’s approved tracking system. In change management, request process tracking ensures there is a documented record of what was requested, why it is needed, what systems are affected, who approved it, when it will be implemented, and how it was completed. For routine, non-emergency work such as activating switch ports for new devices, organizations commonly use a standard request or standard change workflow within an IT service management platform. This aligns with widely accepted IT service management and change enablement practices, including maintaining auditability, approval history, scheduling details, and closure records. Emergency procedures are reserved for situations requiring immediate action, such as restoring failed services or mitigating active threats, not for planned service requests.
- A. Correct.
Correct. A service request should be created and tracked in the ITSM or ticketing system before implementation when the work is planned, non-emergency, and requires documentation and approval. This supports standard change management practices by capturing the requester, scope, business justification, affected assets, approvals, scheduling, and closure notes in a centralized system.
- B. Incorrect.
Incorrect. Even if the change appears low risk, implementing it before opening a tracked request bypasses the formal request and approval process. A common mistake is assuming small network changes do not need tracking, but proper change management requires documentation before execution except in true emergency situations.
- C. Incorrect.
Incorrect. An emergency change process is intended for urgent work needed to restore service or address an immediate critical issue. In this scenario, there is no outage or incident requiring expedited handling. Choosing emergency change here reflects the misconception that important systems automatically qualify for emergency processing.
- D. Incorrect.
Incorrect. Email alone does not satisfy the requirement for formal request tracking if company policy specifies use of the service management system. While email may support approval evidence, the request still needs to be entered into the tracked workflow so status, implementation notes, and closure can be audited.