Per CertMaster's own N10-008 book, it explains that the change-management process includes Request for Change (RFC) documentation—resources that record why and when a change, such as an upgrade, was made.
None of the other options would provide documentation for PREVIOUS changes to a system. Standard operating procedures might document work instructions for handling previously encountered incidents, but not for systemic changes like upgrades.
Change Management = Structured way of changing the state of a computer system, network, or IT procedure. a good change management policy is going to make sure the risks are considered prior to implementing a system, or network change.
The basic six steps to change management are as follows:
1. Request forms = Write the changes to be made & justify.
2. Purpose of change
3. Scope of change
4. Risk analysis
5. Change board approval
6. End user acceptance.
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