From the course: Getting Started in IT Support: Core Skills and Career Pathways by Pearson

Unlock this course with a free trial

Join today to access over 25,200 courses taught by industry experts.

Documenting changes used to resolve the problem and all associated outcomes

Documenting changes used to resolve the problem and all associated outcomes

From the course: Getting Started in IT Support: Core Skills and Career Pathways by Pearson

Start my 1-month free trial Buy for my team

Documenting changes used to resolve the problem and all associated outcomes

“

This lesson's going to cover how do we document all the changes that were used to resolve an issue. And the first thing that we have to think about before we make any changes is something called the CR, which is a change request or change control. This is a documentation that says I'm going to go make and enforce some change that's it's going to modify something in an effort to fix an issue, or it could be an upgrade, could be a reboot, whatever it may be, but it will impact something. In order to make sure that your troubleshooting and your working on some issue doesn't impact a broader set of users, we have to make sure we put in something called the change control. That literally gets submitted before you touch anything, before you do any changes to a device. And the reason that is, is that it allows other teams the notification that you're gonna be working on something. And if they see an issue at two o'clock in the morning during the maintenance window, or whatever it may be…

Contents