3.1 Explain the purpose of organizational processes and procedures
Change Management
📘CompTIA Network+ (N10-009)
1. What is Change Management?
Change management is a structured process used in IT organizations to handle changes to systems, networks, applications, or any IT services. Its goal is to make sure changes are planned, tested, approved, and documented so that they do not disrupt normal business operations.
2. What is a Service Request?
A service request is a formal request from a user or another part of the organization to the IT team to do something. This is not an emergency fix or urgent outage, but a planned, routine action. Examples in IT:
- Requesting a new user account in the system
- Asking for access to a shared folder or application
- Requesting a software update or patch
- Requesting additional storage space
Service requests are part of change management because fulfilling them often requires tracking, approval, or coordination.
3. Request Process Tracking
Request process tracking is monitoring and documenting the progress of service requests from start to finish. It ensures that every request:
- Is logged in a system (like a ticketing tool)
- Is assigned to the right IT staff
- Has a status that shows where it is (pending, in progress, completed)
- Is completed and confirmed
- Has documentation for auditing or reference
Key Steps in Request Process Tracking:
- Submission:
- A user submits a service request through a ticketing system (like ServiceNow, Jira Service Desk, or Zendesk).
- The ticket includes details: requester, description, urgency, and any required approvals.
- Categorization & Prioritization:
- IT staff categorize the request (software, hardware, network, access, etc.).
- They assign a priority (low, medium, high) depending on impact and urgency.
- Approval:
- Some requests need manager or IT supervisor approval before work starts, especially if they involve sensitive data or major system changes.
- Assignment & Implementation:
- The request is assigned to the appropriate IT technician or team.
- The technician performs the required task: install software, configure access, or update a system.
- Status Updates & Tracking:
- The progress is updated in the ticketing system (e.g., “in progress,” “waiting on user,” “completed”).
- Users can often see the status to know when their request will be fulfilled.
- Completion & Closure:
- Once the request is done, it is closed in the system.
- Documentation may include what was done, who did it, and any lessons learned.
4. Why is Request Process Tracking Important?
- Ensures requests are not forgotten or delayed.
- Provides visibility to IT managers and users.
- Helps in auditing and compliance with IT policies.
- Allows IT teams to measure performance, like how long requests take to complete.
5. Real IT Example (No Non-IT Analogies):
- A user submits a ticket requesting access to a new database.
- The IT team categorizes it as an access request and assigns medium priority.
- The manager approves it.
- IT assigns the request to a technician who grants database access.
- Status updates are added: “Assigned,” “In Progress,” “Completed.”
- Once done, the ticket is closed and stored in the system for future reference.
6. Tools Commonly Used:
- Ticketing systems: ServiceNow, Jira Service Desk, BMC Remedy, Zendesk
- Monitoring dashboards: To see all open requests and their status
Key Exam Takeaways:
- A service request is a formal IT request, not an emergency fix.
- Request process tracking is part of change management to ensure requests are fulfilled efficiently and safely.
- Every step—from submission to closure—should be documented and tracked.
- IT teams use ticketing systems to manage and monitor requests.
- Tracking helps in visibility, accountability, and auditing.
