easyMultiple ChoiceObjective-mapped
220-1102 Practice Question: That after a recent software update, their…
A user reports that after a recent software update, their inventory management application crashes on launch. The change log shows the update was applied last night by a junior technician. What is the first step the technician should take according to change management best practices?
⚠ Common exam trap
CompTIA often tests the misconception that immediate restoration or uninstallation is the fastest fix, but the trap here is that candidates overlook the critical first step of consulting the change log to understand the update's scope and the documented rollback procedure before taking any action.
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
✓
Check the change log for the update details and rollback procedure.
Change management best practices require that before any action is taken, the technician should first consult the change log to understand what was changed and identify the documented rollback procedure. This ensures a controlled, reversible approach rather than risking data loss or further instability by acting without full knowledge of the update's scope.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Restore the user’s system from a backup taken before the update.
Why it's wrong here
Restoring from a backup is a drastic measure that should be considered only after less intrusive troubleshooting steps have been exhausted. This action could lead to data loss for any work performed since the backup was taken, and it bypasses the specific rollback procedures documented for the update. It is generally reserved for situations where other remediation efforts have failed or the system is severely corrupted, not as an initial response.
- ✓
Check the change log for the update details and rollback procedure.
Why this is correct
Checking the change log is the most appropriate first step because it provides critical documentation regarding the software update. This log details the changes implemented, any known issues, and, most importantly, the approved and tested rollback procedure. Following the documented rollback plan minimizes the risk of further system instability or data corruption, aligning with best practices for incident resolution and change management.
- ✗
Uninstall the update immediately to restore functionality.
Why it's wrong here
Immediately uninstalling an update without consulting documentation is a risky approach that can introduce new problems. This action might not fully reverse the changes, potentially leaving behind corrupted files or dependencies, or it could trigger unintended side effects. Bypassing the official rollback procedure, if one exists, can complicate future troubleshooting and violate established change control policies.
- ✗
Escalate the issue to the IT manager for a decision.
Why it's wrong here
Escalating the issue directly to an IT manager without performing initial investigation is premature and inefficient. A technician's role includes gathering pertinent information, such as reviewing change logs, before involving higher-level personnel. Escalation should occur only after the technician has exhausted their initial troubleshooting steps and gathered sufficient data to inform the manager's decision.
Go deeper
Related to this question
Learn chapter
Data Destruction and Disposal
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.
Key term
Inventory management
Inventory management is the process of tracking, organizing, and maintaining records of all hardware, software, licenses, and digital assets an organization owns, ensuring availability and compliance.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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