hardMultiple ChoiceObjective-mapped
220-1202 Practice Question: A technician is performing a routine software…
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?
⚠ Common exam trap
Many candidates assume built-in recovery options (Option A) are always safe to use, but the exam tests that without a documented rollback plan, any recovery attempt is an unauthorized change that violates change management procedures.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Leave the server in its current state and escalate the issue to the change manager.
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 analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Attempt to roll back the update using the server’s built-in recovery options.
Why it's wrong here
Attempting a rollback without a pre-approved, documented plan, often part of a formal Change Management process, introduces significant risks. The technician might lack the necessary permissions, tools, or understanding of system dependencies to execute a safe rollback, potentially corrupting data or violating established change control procedures. This action could worsen the situation, increase downtime, and should only be performed after proper escalation and approval.
- ✓
Leave the server in its current state and escalate the issue to the change manager.
Why this is correct
Leaving the server in its current state is crucial as it preserves the system's exact condition and any error logs for forensic analysis, preventing further unintended changes. Escalating to the change manager ensures adherence to ITIL best practices, allowing for proper incident management and coordination with relevant teams, including the Change Advisory Board (CAB) if necessary. This approach facilitates a controlled resolution, minimizes business impact, and ensures the failure is documented for post-implementation review and process improvement.
- ✗
Continue troubleshooting until the maintenance window ends, then document the failure.
Why it's wrong here
Continuing to troubleshoot without a clear resolution path or defined escalation trigger risks exceeding the allocated maintenance window, directly impacting business operations and user availability. This approach delays critical escalation to management or specialized teams who might possess the necessary expertise or authority to make informed decisions, such as initiating a formal incident response or extending the maintenance window. It also prevents timely communication to stakeholders about the service disruption.
- ✗
Reboot the server to clear the error and retry the update.
Why it's wrong here
Rebooting a server without first understanding the root cause of the update failure is a high-risk action that can exacerbate the problem. It could lead to data corruption, an unbootable system state, or further complicate troubleshooting by clearing critical error logs or temporary states. This action does not address the underlying issue, nor does it provide a structured approach to recovery, potentially bypassing proper change control and incident management procedures.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1202 practice question is part of Courseiva's free CompTIA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the 220-1202 exam.