N10-009 Question 199
Single answerChange management: Request process tracking/service requestA network administrator receives an email from the facilities manager asking for two new Ethernet drops to be activated for employees moving into a renovated office space next week. The work is routine, low risk, and follows an existing standard procedure. The administrator wants to make sure the request is handled according to proper change management and service request tracking practices. Which of the following is the BEST next step?
- A
Implement the port activations immediately because the change is low risk and routine
- B
Create or update a tracked service request/ticket with the business need, affected location, requested completion date, and approval details before scheduling the work
- C
Wait until the users report they cannot connect, then open an incident ticket to prioritize the work
- D
Document the completed work in the network diagram after the ports are activated, but skip formal request tracking since this is a standard task
Show answer and explanation
Correct answer: B
Explanation
The best answer is to log and track the work as a service request or standard change before implementation. In real environments, request process tracking is used to capture who requested the work, what is being changed, where it will occur, when it is needed, and whether approval is required. For a routine task like activating existing Ethernet drops, organizations commonly use a service desk or ITSM platform to create a ticket and follow a documented standard procedure. This supports scheduling, communication, accountability, and audit readiness. Industry best practices such as IT service management guidance distinguish between incidents, which restore service after an interruption, and service requests, which fulfill a user or business need. Change management practices also emphasize documenting, approving as appropriate, implementing, and recording outcomes even for low-risk standardized work.
- A. Incorrect.
This is incorrect because even routine and low-risk work should still be tracked through the organization's request process. A standard change or service request may have simplified approval, but it should still be recorded so there is accountability, scheduling, communication, and an audit trail. Implementing first and documenting later bypasses request tracking.
- B. Correct.
This is correct because routine user-facing network work such as activating existing Ethernet drops is typically handled through a service request or standard change process. Recording the request in a ticketing system with the business justification, location, timing, and approvals ensures traceability, proper scheduling, and status tracking. This aligns with common IT service management and change control best practices.
- C. Incorrect.
This is incorrect because the need is known in advance and is not an unplanned service interruption. An incident ticket is used to restore service after a disruption, not to request planned work. Treating a planned office move as an incident reflects a misunderstanding of the difference between incidents and service requests.
- D. Incorrect.
This is incorrect because post-work documentation is important, but it does not replace the need for request intake and tracking. Skipping formal request tracking removes visibility into who asked for the work, when it was approved, and how it was prioritized. Standard tasks are often preapproved, but they are still typically logged and tracked.