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220-1102 Practice Question: A technician is tasked with upgrading the…
A technician is tasked with upgrading the operating system on ten identical workstations. The change advisory board has approved the upgrade. After completing the first workstation, the technician notices the new OS causes a critical line-of-business application to fail. What should the technician do next?
⚠ Common exam trap
220-1202 often tests whether candidates understand that CAB approval is not a one-time gate — a failed pilot invalidates the approval, and the technician must escalate rather than proceed or self-remediate.
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
✓
Report the failure to the change advisory board and pause further upgrades.
When a pilot upgrade reveals a critical application failure, the change advisory board (CAB) must be informed because the approved change no longer meets its success criteria. Pausing further upgrades prevents the same failure from affecting the remaining nine workstations and allows the CAB to reassess, request a rollback plan, or approve a remediation. This follows ITIL change management principles.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Continue upgrading the remaining workstations since the change was approved.
Why it's wrong here
Continuing with upgrades after a known failure on a pilot system is a direct violation of sound change management principles, particularly risk assessment. This action would multiply the impact of the issue across the entire environment, leading to widespread service disruption and significantly increased recovery efforts and costs. It demonstrates a disregard for system stability and user productivity.
- ✗
Restore the first workstation to the previous OS and complete the rest without changes.
Why it's wrong here
Restoring the workstation to its previous state without thoroughly documenting the encountered issue or performing a root cause analysis is an incomplete and irresponsible response. This approach ignores the critical need to understand why the upgrade failed, preventing the organization from learning from the incident and addressing the underlying problem. Such an action bypasses proper change control and leaves the system vulnerable to recurring issues.
- ✓
Report the failure to the change advisory board and pause further upgrades.
Why this is correct
Reporting the failure to the Change Advisory Board (CAB) and immediately pausing further upgrades is the correct and most responsible course of action. This allows the CAB, as the governing body for changes, to evaluate the identified risk, assess the impact, and collectively decide on the appropriate next steps. They can then modify the rollout plan, investigate a workaround, or halt the change entirely, preventing wider system instability.
- ✗
Research a hotfix for the application and apply it to all workstations.
Why it's wrong here
Independently researching and applying a hotfix to all workstations without proper testing, documentation, or CAB approval constitutes a significant bypass of established change management protocols. This unilateral action risks introducing new, unforeseen compatibility issues or system instabilities, potentially creating an unsupported configuration. Such a deviation complicates future troubleshooting and undermines the integrity of the IT environment.
Go deeper
Related to this question
Learn chapter
Software Patch Management
Key term
Operating system
An operating system (OS) is the core software that manages a computer's hardware and software resources, providing common services for computer programs.
Key term
Change management
Change management is the structured process of planning, approving, implementing, and reviewing changes to IT systems to minimize risk and disruption.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official CompTIA exam blueprint
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