220-1102 Operational Procedures Practice Question
A technician is applying a critical security patch to a production database server during a scheduled maintenance window. The patch was tested in a lab environment and approved by the Change Advisory Board (CAB). The patch installs successfully, but after the server reboots, a core database service fails to start. A system state backup was taken before the change. According to change management best practices, what should the technician do FIRST?
⚠ Common exam trap
Test-takers frequently think they must escalate to the CAB or vendor before acting, but change management best practices empower the technician to execute the pre-approved backout plan immediately to restore service within the maintenance window.
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
✓
Execute the backout plan by restoring the system state backup.
Change management best practices require executing the pre-approved backout plan immediately when a change fails, especially when a system state backup is available. Restoring the system state backup reverts the server to its pre-patch configuration, minimizing downtime and ensuring the database service can start again. Waiting or experimenting (rebooting, contacting vendors, or waiting for CAB) violates the principle of rapid recovery within the scheduled maintenance window.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Contact the software vendor for support before making any changes.
Why it's wrong here
Contacting the vendor before reverting the change violates the change management principle that recovery actions are the immediate priority. The backout plan is already an approved contingency, so engaging vendor support first delays restoration while the database remains unavailable. Vendor assistance may be warranted after the system is stabilized, but it should not precede executing the pre-approved rollback.
- ✓
Execute the backout plan by restoring the system state backup.
Why this is correct
The backout plan is the prescribed, pre-approved mechanism to reverse a failed change, and restoring the system state backup returns the server to the exact configuration captured before the patch. This includes the registry, boot files, and critical system/application state, so the database service should come back with its prior, working settings. Executing this rollback immediately minimizes downtime, which is the primary goal when a change breaks production.
- ✗
Reboot the server again to see if the service starts on a second attempt.
Why it's wrong here
Simply rebooting again does not address the underlying cause of the patch failure, such as incompatible DLLs, corrupted system files, or a service dependency broken by the update. A second boot may even make things worse if the patched components now fail during a later startup phase. This trial-and-error approach wastes valuable recovery time when a deterministic, approved backout option already exists.
- ✗
Inform the CAB of the failure and wait for further instructions before taking action.
Why it's wrong here
While the CAB must be informed of the failed change, the change window already included an approved backout plan that authorizes rollback without requiring additional approval. Waiting for further instructions keeps the database out of service far longer than necessary, especially if CAB members are unavailable. The correct sequence is to restore service immediately via the backout plan, then notify the CAB post-restoration as part of the standard change documentation.
Go deeper
Related to this question
Learn chapter
Backup Verification and Testing
Key term
Security
Security in IT is the practice of protecting systems, networks, and data from unauthorized access, damage, or theft.
Key term
Backup
A backup is a copy of computer data taken and stored separately so that the original data can be restored if it is lost, damaged, or corrupted.
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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.