220-1102 Operational Procedures Practice Question
A technician follows a defined process to ensure all IT infrastructure changes are authorized and documented. Which process is being followed?
⚠ Common exam trap
A common mix-up: candidates confuse change management with incident management because both involve documentation and procedures, but incident management is reactive (fixing something broken) while change management is proactive (controlling planned modifications).
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
✓
Change management
Change management is the correct process because it is a formal, defined procedure for authorizing, reviewing, and documenting all changes to IT infrastructure. This ensures that modifications are planned, tested, and approved before implementation, minimizing the risk of service disruption and maintaining a clear audit trail.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Incident management
Why it's wrong here
Incident management is a reactive process focused on restoring normal service operation as quickly as possible after an unplanned interruption, such as a server failure or network outage. Its primary goal is to minimize business impact and get users back to work, not to handle planned modifications to the IT environment. While an incident resolution may later lead to a change, the incident management process itself does not define how changes are proposed, reviewed, approved, implemented, and documented.
- ✓
Change management
Why this is correct
Change management is the defined process that ensures all IT changes are proposed, reviewed, approved, implemented, and documented in a controlled manner. It includes assessing the risk and impact of each change, obtaining approval from designated authorities like the Change Advisory Board (CAB), and creating implementation and rollback plans. This process applies to any modification to IT infrastructure, applications, or procedures, not just software deployments, making it the correct answer for ensuring a technician follows a structured approach to all changes.
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Problem management
Why it's wrong here
Problem management is a practice that seeks to identify and resolve the root causes of one or more incidents by analyzing patterns, performing root cause analysis, and coordinating permanent fixes. It is fundamentally reactive and investigative, addressing why incidents happen rather than governing how planned changes are executed. Although a problem resolution may culminate in a request for change, problem management does not encompass the entire controlled change process that ensures all IT changes are reviewed, approved, and documented.
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Release management
Why it's wrong here
Release management is a specialized process that focuses on planning, building, testing, and deploying software releases into production, often bundling multiple changes or updates into a single package. It is a subset of change management rather than the overarching defined process for all IT changes, because it deals specifically with the release lifecycle and is usually governed by the change management framework. Non-software changes, such as hardware replacements or network configuration updates, fall outside release management's scope, so it cannot be the correct answer for ensuring all IT changes are managed.
Go deeper
Related to this question
Learn chapter
Change Management Process
Key term
Audit trail
An audit trail is a chronological record of events, changes, or activities in a system that provides evidence of who did what, when, and from where.
Key term
Audit
An audit is a systematic, independent review of IT systems, processes, and controls to verify compliance with policies, standards, and regulations.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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