220-1102 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 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?
Clue words in this question
Noticing these words before you look at the options changes how you read each choice.
Clue: "first"
Why it matters: Order matters here. You are being tested on which action comes before the others — not which action is generally useful.
Reboot the print server to clear any temporary errors.
Why wrong: Rebooting might help transient issues but does not address the firmware change itself and could waste time.
B
Restore the print server to its previous firmware version.
Restoring the previous firmware is the most direct way to reverse the change, even though the rollback plan was missing; it should be done following proper change control.
C
Submit a new change request to update the firmware again.
Why wrong: Submitting a new change request does not resolve the current outage and delays restoration of service.
D
Disable the printer in Active Directory and re-add it.
Why wrong: This action does not address the firmware change and is unlikely to fix the connectivity issue.
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
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.
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.
✗
Reboot the print server to clear any temporary errors.
Why it's wrong here
Rebooting might help transient issues but does not address the firmware change itself and could waste time.
✓
Restore the print server to its previous firmware version.
Why this is correct
Restoring the previous firmware is the most direct way to reverse the change, even though the rollback plan was missing; it should be done following proper change control.
Clue confirmation
The clue word "first" in the question point toward this answer.
Related concept
Read the scenario before looking for a memorised answer.
✗
Submit a new change request to update the firmware again.
Why it's wrong here
Submitting a new change request does not resolve the current outage and delays restoration of service.
✗
Disable the printer in Active Directory and re-add it.
Why it's wrong here
This action does not address the firmware change and is unlikely to fix the connectivity issue.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that candidates often choose to reboot the server (Option A) as a generic troubleshooting step, but the question specifies the change was a firmware update, so the only effective first action is to revert that specific change.
Detailed technical explanation
How to think about this question
Firmware updates on a print server often modify the printer driver stack or the communication protocol (e.g., IPP, LPR, or SMB) used to spool jobs. If the new firmware introduces a breaking change—such as dropping support for a legacy protocol or altering the printer's PDL (Page Description Language) handling—the server may fail to negotiate a connection with the printer. In real-world scenarios, a rollback is performed by booting into a recovery partition or using a manufacturer's firmware restoration tool (e.g., HP's Firmware Recovery Utility) to flash the previous version, which is why a documented rollback plan is critical.
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: 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.
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.
Are there clue words in this question I should notice?
Yes — watch for: "first". Order matters here. You are being tested on which action comes before the others — not which action is generally useful.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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