220-1202 Documentation and Change Management — 20 Questions

Question 1

A technician is deploying a new application to 20 sales laptops. The change management plan requires a pilot test on 2 laptops before full deployment. After testing, the technician finds the application works but conflicts with the VPN client. What should the technician do?

Accepted Answer

Document the conflict and submit a revised change request with a resolution plan.. Option B is correct because the change management process requires that any issues discovered during pilot testing be formally documented and addressed before full deployment. Since the application conflicts with the VPN client, the technician must submit a revised change request that includes a resolution plan (e.g., updating the application, modifying VPN configuration, or scheduling a coordinated deployment). This ensures compliance with organizational change control policies and minimizes risk to production systems.

Answer

Deploy the application to all laptops and disable the VPN client on each.

Answer

Continue with the deployment and note the conflict in the change log.

Answer

Uninstall the VPN client from all laptops and reinstall after the deployment.

Question 2

A help desk technician receives a complaint that a shared network printer is no longer accessible after a scheduled firmware update was applied to the print server last night. The change was documented but no rollback plan was included. What should the technician do first?

Accepted Answer

Restore the print server to its previous firmware version.. Option B is correct because the scheduled firmware update directly caused the printer to become inaccessible, and without a documented rollback plan, reverting to the previous firmware version is the safest and most immediate way to restore service. This aligns with change management best practices, which prioritize backing out a failed change before troubleshooting further, as the root cause is clearly the firmware update.

Answer

Reboot the print server to clear any temporary errors.

Answer

Submit a new change request to update the firmware again.

Answer

Disable the printer in Active Directory and re-add it.

Question 3

A technician is performing a routine software update on a finance department server. The change management documentation specifies that the update must be applied during a maintenance window from 2:00 AM to 4:00 AM. At 3:30 AM, the update fails with an error. The technician has no rollback plan documented. What should the technician do?

Accepted Answer

Leave the server in its current state and escalate the issue to the change manager.. Option B is correct because the technician has no documented rollback plan, and the change management process requires that any deviation from the approved plan—such as a failed update—must be escalated to the change manager for a decision. Attempting an undocumented rollback or continuing to troubleshoot without authorization risks data corruption, service disruption, or violating compliance policies. The technician’s primary duty is to preserve the server’s current state and follow the escalation path defined in the change management policy.

Answer

Attempt to roll back the update using the server’s built-in recovery options.

Answer

Continue troubleshooting until the maintenance window ends, then document the failure.

Answer

Reboot the server to clear the error and retry the update.

Question 4

A technician is configuring a new server and follows a documented standard operating procedure (SOP). After completion, the technician realizes the SOP is outdated and omits a critical security setting. What should the technician do?

Accepted Answer

Apply the missing setting and update the SOP to include it.. Option A is correct because the technician discovered a security gap in the SOP that could leave the server vulnerable. The proper action is to immediately apply the missing critical security setting to protect the server, then update the SOP to reflect the correct procedure. This aligns with change management best practices where security findings take precedence over outdated documentation, and the SOP must be corrected to prevent future misconfigurations.

Answer

Ignore the missing setting since the SOP was followed.

Answer

Submit a change request to update the SOP without applying the setting.

Answer

Revert the server configuration and wait for an updated SOP.

Question 5

A change advisory board (CAB) approves a network switch replacement, but the technician discovers during implementation that the new switch requires a different firmware version than documented. The change plan does not include a rollback for this scenario. What is the best course of action?

Accepted Answer

Stop the implementation and contact the CAB for a revised change plan.. When an undocumented deviation occurs during a change, the technician should halt the implementation and contact the CAB for guidance. Proceeding without approval risks network instability, and the CAB can provide a revised plan or approve the firmware change.

Answer

Proceed with the firmware update and document the change afterward.

Answer

Use the old switch firmware on the new switch to match the documentation.

Answer

Implement the switch and create a separate change request for the firmware.

Question 6

A security incident occurs when an unauthorized user gains access to a server because a technician left a default password unchanged after a system rebuild. The rebuild was documented, but the password change was not. What documentation failure does this highlight?

Accepted Answer

The change log did not list the specific configuration changes made.. Option B is correct because the documentation failure is that the change log did not list the specific configuration changes made. In this scenario, the system rebuild was documented, but the critical detail of changing the default password was omitted. Proper change management requires that every configuration change, including password updates, be explicitly recorded in the change log to ensure accountability and traceability. Without this record, the security incident occurred due to an undocumented deviation from security best practices.

Answer

The change log did not include a rollback plan.

Answer

The change request was not approved by the change advisory board.

Answer

The technician did not perform a post-implementation review.

Question 7

A customer reports that their workstation is running slowly after a recent group policy update. The change log indicates the update added new security settings. What is the most appropriate documentation step for the technician to take after resolving the issue?

Accepted Answer

Note the resolution in the change log and close the ticket.. Option A is correct because, after resolving the issue, the technician must document the resolution in the change log to maintain an accurate audit trail of changes and their outcomes. This aligns with change management best practices, ensuring that future technicians can see what was done to fix the problem and avoid repeating the same troubleshooting steps. Closing the ticket after documenting the resolution completes the incident management lifecycle.

Answer

Delete the change log entry to avoid confusion.

Answer

Send an email to the user explaining the fix.

Answer

Create a new change request to revert the group policy.

Question 8

A company’s change management policy requires all changes to be approved by the Change Advisory Board (CAB) before implementation. A technician applies an emergency security patch to a critical server without CAB approval because the vulnerability is being actively exploited. What should the technician do after applying the patch?

Accepted Answer

Document the change and submit an emergency change request for retroactive approval.. Even in emergency changes, documentation and retroactive approval are required. The technician must document the change and notify the CAB as soon as possible to obtain retroactive approval, ensuring compliance with change management policies.

Answer

Wait for the next CAB meeting to report the change.

Answer

Revert the patch and wait for CAB approval.

Answer

Delete the change log entry to avoid accountability.

Question 9

A technician is tasked with installing a security patch on 50 company laptops. The change management process requires a full system backup before any patch installation. During the backup of the first laptop, the backup fails due to insufficient disk space. What should the technician do?

Accepted Answer

Free up disk space by deleting temporary files and retry the backup.. Option B is correct because the change management process explicitly requires a full system backup before patch installation. Deleting temporary files is a standard, low-risk method to free disk space and retry the backup, ensuring compliance without violating policy. This approach maintains data integrity and follows the established procedure.

Answer

Skip the backup for this laptop and proceed with the patch installation.

Answer

Install the patch anyway and create a manual restore point.

Answer

Report the failure to the change manager and request an exception.

Question 10

A user reports that after a recent software update, their inventory management application crashes on launch. The change log shows the update was applied last night by a junior technician. What is the first step the technician should take according to change management best practices?

Accepted Answer

Check the change log for the update details and rollback procedure.. Option B is correct because change management best practices require that before any action is taken, the technician should first consult the change log to understand what was changed and identify the documented rollback procedure. This ensures a controlled, reversible approach rather than risking data loss or further instability by acting without full knowledge of the update's scope.

Answer

Restore the user’s system from a backup taken before the update.

Answer

Uninstall the update immediately to restore functionality.

Answer

Escalate the issue to the IT manager for a decision.

Question 11

A technician is troubleshooting a recurring network outage that occurs every Tuesday at 3 PM. After reviewing the change log, the technician finds that a scheduled backup job runs at that time. What is the best course of action?

Accepted Answer

Document the correlation and propose a change to the backup schedule.. This question tests the ability to correlate documented changes with incidents. The best action is to update the documentation to reflect the impact and then work with the change advisory board to reschedule the backup or mitigate the outage.

Answer

Disable the backup job immediately to restore network stability.

Answer

Increase the network bandwidth to accommodate the backup traffic.

Answer

Ignore the issue since the backup is a critical process.

Question 12

A small business is deploying a new time-tracking application to five workstations. The technician needs to ensure the installation is standardized and repeatable. Which documentation should the technician create before starting the deployment?

Accepted Answer

A step-by-step installation guide with screenshots.. This question focuses on the importance of creating a deployment plan or runbook before performing installations. Standardized documentation ensures consistency and reduces errors across multiple machines.

Answer

A list of user passwords for the application.

Answer

A detailed network topology diagram.

Answer

A copy of the software license agreement.

Question 13

During a major software rollout, a technician discovers that the deployment script modifies a registry key that is also used by a legacy application. The change was not included in the original change request. What should the technician do?

Accepted Answer

Stop the deployment and submit a new change request for the registry modification.. Option C is correct because any unapproved change to a system, even if necessary, must follow the change management process. The technician discovered that the deployment script modifies a registry key shared with a legacy application, which was not included in the original change request. Stopping the deployment and submitting a new change request ensures proper review, risk assessment, and approval before altering a shared resource that could impact the legacy application.

Answer

Proceed with the deployment since the registry change is necessary for the new software.

Answer

Modify the script to skip the registry change and continue.

Answer

Document the registry change after the deployment is complete.

Question 14

A technician is preparing to replace a failed hard drive in a server that hosts a critical database. The change requires a planned downtime of two hours. Which documentation must the technician review before proceeding?

Accepted Answer

The approved change request and the backout plan.. Option B is correct because before performing any hardware replacement that requires planned downtime, the technician must review the approved change request to confirm the change has been authorized and to understand the scope, risk, and implementation steps. The backout plan is equally critical as it provides the documented steps to revert the server to its previous state if the replacement fails, ensuring database integrity and minimizing extended downtime. This aligns with ITIL change management best practices and CompTIA A+ 220-1202 objectives for documentation review during hardware maintenance.

Answer

The server's warranty information.

Answer

The network topology diagram.

Answer

The employee handbook.

Question 15

A technician is updating the documentation for a server that had its RAID controller replaced. The technician must ensure that future technicians can quickly identify the new hardware configuration. Which type of documentation should be updated?

Accepted Answer

The server's asset inventory record.. The server's asset inventory record (Option C) is the correct documentation to update because it contains the detailed hardware configuration of the server, including the RAID controller model, firmware version, and disk layout. Future technicians rely on this record to quickly identify the exact hardware components without having to physically inspect the server or dig through logs. Updating the asset inventory ensures that the documented configuration matches the actual hardware, which is critical for troubleshooting, warranty claims, and future upgrades.

Answer

The network topology diagram.

Answer

The change management log.

Answer

The knowledge base article for RAID troubleshooting.

Question 16

A customer calls the help desk complaining that their printer no longer works after a technician installed a security update on their computer. The technician checks the documentation and finds no record of the update being installed. What is the most likely cause of the missing documentation?

Accepted Answer

The security update was applied automatically by Windows Update.. The most likely cause is that the security update was applied automatically by Windows Update. In many corporate environments, Windows Update is configured to install critical patches automatically without requiring manual intervention or logging in the technician's change documentation. This explains why the technician found no record of the update, even though it was installed and caused the printer driver to stop functioning.

Answer

The printer driver was corrupted by a virus.

Answer

The technician forgot to save the change log before leaving for the day.

Answer

The customer accidentally deleted the update history.

Question 17

A customer reports that after a recent software update, their accounting application crashes every time they try to generate a report. The technician checks the change log and finds no record of any update being approved for that application. What should the technician do first?

Accepted Answer

Document the unauthorized change and escalate it to the change advisory board.. The technician found an unauthorized change (the update) with no approval record. The first step in change management is to document and escalate the unauthorized change to the Change Advisory Board (CAB) to assess impact, determine root cause, and authorize remediation. Restoring or reinstalling without CAB approval could violate change control policies and introduce additional risks.

Answer

Restore the application from the last known good backup.

Answer

Uninstall the update and reinstall the previous version of the application.

Answer

Contact the software vendor to request a patch for the crash.

Question 18

A technician is documenting a configuration change to a firewall rule that allows remote access for a new employee. The technician must ensure the documentation is clear for future audits. Which of the following is the most critical piece of information to include?

Accepted Answer

The business justification for the rule.. Option C is correct because change management documentation must include the business justification to demonstrate that the change was authorized and necessary. Without a clear reason, auditors cannot verify that the firewall rule complies with organizational security policy or regulatory requirements. The business justification provides the context needed to distinguish legitimate changes from unauthorized or malicious modifications.

Answer

The exact date and time the rule was added.

Answer

The IP address of the new employee's remote location.

Answer

The name of the technician who made the change.

Question 19

During a routine security audit, a technician discovers that a server was patched out of the approved maintenance window. The patch was applied by a junior admin who was not authorized. What is the most important step to include in the incident documentation?

Accepted Answer

The reason the patch was applied outside the maintenance window.. The most important step in incident documentation is to capture the reason the patch was applied outside the approved maintenance window. This directly addresses the root cause of the unauthorized change, which is critical for post-incident review, process improvement, and preventing recurrence. Without the reason, the documentation fails to support a meaningful root cause analysis (RCA) and corrective action planning.

Answer

The name of the junior admin who applied the patch.

Answer

The exact time the patch was applied.

Answer

The patch's version number and source.

Question 20

A technician is tasked with upgrading the operating system on ten identical workstations. The change advisory board has approved the upgrade. After completing the first workstation, the technician notices the new OS causes a critical line-of-business application to fail. What should the technician do next?

Accepted Answer

Report the failure to the change advisory board and pause further upgrades.. This question tests the change management process when an approved change causes unexpected issues. The correct action is to stop the rollout and document the problem so the CAB can reassess the change.

Answer

Continue upgrading the remaining workstations since the change was approved.

Answer

Restore the first workstation to the previous OS and complete the rest without changes.

Answer

Research a hotfix for the application and apply it to all workstations.