Develop a process for managing change requests and design a form to handle a generic change request. The process should include a contingency plan for changes that must be resolved immediately.

Question

What will be an ideal response?

Answer 1

The sections on corrective and adaptive maintenance discuss procedures that commonly are used to handle routine maintenance and minor enhancements. Students should be able to design a simple form that would identify the system, the user, the request, and any other pertinent information. This form could be similar to the system request form shown in Chapter 2. With regard to changes that require immediate attention, the process shown in Figure 12-10 suggests a system of priorities and emergency procedures for responding to serious errors.
The text also points out that if a request involves a severe problem that requires immediate attention, the system administrator takes action at once. In justifiable, but noncritical, situations, the administrator determines whether the request can be performed within a preauthorized cost level. If so, he or she assigns the maintenance tasks and monitors the work.