220-1202 Documentation and Change Management Practice Question
This 220-1202 practice question tests your understanding of documentation and change management. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
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?
Note the resolution in the change log and close the ticket.
Updating the change log with the resolution is a key part of documentation, ensuring the change history is complete.
B
Delete the change log entry to avoid confusion.
Why wrong: Deleting entries violates documentation best practices and removes valuable audit information.
C
Send an email to the user explaining the fix.
Why wrong: While communication is good, the primary documentation step is updating the change log; email alone is insufficient.
D
Create a new change request to revert the group policy.
Why wrong: Creating a new change request may be needed if the fix involves a permanent policy change, but the immediate step is to document the resolution.
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
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.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
✓
Note the resolution in the change log and close the ticket.
Why this is correct
Updating the change log with the resolution is a key part of documentation, ensuring the change history is complete.
Related concept
Read the scenario before looking for a memorised answer.
✗
Delete the change log entry to avoid confusion.
Why it's wrong here
Deleting entries violates documentation best practices and removes valuable audit information.
✗
Send an email to the user explaining the fix.
Why it's wrong here
While communication is good, the primary documentation step is updating the change log; email alone is insufficient.
✗
Create a new change request to revert the group policy.
Why it's wrong here
Creating a new change request may be needed if the fix involves a permanent policy change, but the immediate step is to document the resolution.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that candidates may confuse the informal step of notifying the user (Option C) with the formal documentation requirement, or they may think that reverting the policy (Option D) is necessary without first verifying that the issue is fully resolved and documented.
Detailed technical explanation
How to think about this question
In a Windows Active Directory environment, Group Policy Objects (GPOs) apply security settings via the Group Policy processing engine during user or computer startup and periodic background refresh (every 90–120 minutes by default). A slow workstation after a security update could be caused by a misconfigured script, a registry-based setting that triggers resource-intensive processing, or a policy that conflicts with existing local settings. Documenting the resolution in the change log ensures that the specific GPO GUID, the setting changed, and the workaround are recorded for future reference, which is critical for compliance frameworks like PCI-DSS or HIPAA that require detailed change records.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
TExam Day Tips
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the 220-1202 exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
Related glossary terms
Concepts from this question explained
These glossary pages explain the core terms tested in this 220-1202 question in full detail.
Documentation and Change Management — This question tests Documentation and Change Management — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: 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.
What should I do if I get this 220-1202 question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Question Discussion
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