220-1102 Operational Procedures Practice Question
A company's help desk receives a report that multiple users cannot access the internet. The technician quickly discovers that the main router has failed. The technician immediately swaps the router with a spare, which restores connectivity. According to change management best practices, what should the technician do NEXT?
⚠ Common exam trap
Candidates often confuse the urgency of restoring service with the need to skip formal change management steps, forgetting that even emergency changes require documentation and retrospective approval to meet compliance and audit requirements.
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
✓
Document the change and submit the request for post-implementation approval.
Change management best practices require that even emergency changes be documented and submitted for post-implementation approval. The technician performed an unplanned swap of a failed router, which is an emergency change; the next step is to complete the documentation and obtain retrospective approval from the Change Advisory Board (CAB) to ensure compliance and auditability.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Document the change and submit the request for post-implementation approval.
Why this is correct
Emergency changes are executed through a defined exception to the normal change management workflow, but the alteration is not exempt from accountability. Documenting the swap—including the reason, the asset serial number, and the timeline—preserves an accurate configuration baseline and audit trail, and the post-implementation approval obtained from the CAB (or authorized approver) retrospectively validates the action. This satisfies both the operational need to restore service and the governance requirement that all changes be traceable and approved.
- ✗
Restore service and move on to the next ticket.
Why it's wrong here
Restoring service is the immediate objective, but abruptly 'moving on' without documenting the emergency change leaves the organization without a record of what was replaced, why it was replaced, or how the network was altered. This omission breaks the change management process and can cause confusion during incident reviews, future troubleshooting, or compliance audits—where undocumented changes may be treated as unauthorized modifications. The technician must create at least a minimal change record and submit it for post-implementation approval before closing the issue.
- ✗
Test the spare router for an hour to ensure stability before documenting.
Why it's wrong here
While stress-testing the spare router for an hour is a prudent step to verify stability, delaying documentation until after the testing is complete is still a deviation from policy because the emergency change is already 'implemented' the moment the router is swapped in. The documentation should happen concurrently with or immediately after the swap, before any extended testing, and the post-implementation approval request should be submitted promptly. Testing afterward is fine, but it cannot be used as an excuse to postpone the mandatory change control paperwork.
- ✗
Request authorization from the CAB before swapping the router, as this is a critical change.
Why it's wrong here
In an active outage, waiting for the CAB to grant prior authorization would unnecessarily extend downtime and defeat the purpose of an emergency change, which is explicitly designed to bypass the normal approval gate. The technician is virtually always justified in restoring service first, and the CAB approval is obtained after the fact. However, this does not mean the change is ungoverned; it must be documented immediately and the post-implementation approval request filed, so the CAB can still review and either accept or reject the change retrospectively.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1102 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 220-1102 exam.