220-1002 · Question #185
An office manager emails a technical support contractor about a new desktop for one of the workers. The office manager provides a specific configuration for the desktop. The technician notes the…
The correct answer is B. Submit a change order for approval. When a requested task falls outside the defined scope of an existing support contract or service agreement, the correct professional course of action is to submit a change order for approval. A change order formally documents the out-of-scope request, justifies the additional…
Question
An office manager emails a technical support contractor about a new desktop for one of the workers. The office manager provides a specific configuration for the desktop. The technician notes the request will require the purchase of a new system. New system purchases are not in the scope of the support agreement. Which of the following should the technician do NEXT?
Options
- ACreate a risk analysis report for review
- BSubmit a change order for approval
- CInsist the worker accepts the standard desktop
- DDocument the request and place the order
How the community answered
(39 responses)- A10% (4)
- B82% (32)
- C3% (1)
- D5% (2)
Explanation
When a requested task falls outside the defined scope of an existing support contract or service agreement, the correct professional course of action is to submit a change order for approval. A change order formally documents the out-of-scope request, justifies the additional work, and obtains authorization from the appropriate parties before any action is taken. This protects both the technician (from performing unauthorized or unbillable work) and the customer (from unexpected charges). Simply placing the order (D) without approval would be unauthorized. Insisting on a standard desktop (C) ignores the customer's stated need. A risk analysis report (A) is not the appropriate vehicle for a scope change.
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