220-1102 Operational Procedures Practice Question
A technician is asked to create a step-by-step guide for setting up new user accounts. Which type of documentation is this?
⚠ Common exam trap
Candidates often confuse a knowledge base article with an incident report because both are types of documentation, but incident reports are reactive (post-event) while knowledge base articles are proactive (pre-event guides).
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
✓
Knowledge base article
A knowledge base article is the correct type of documentation for a step-by-step guide on setting up new user accounts because it serves as a self-service reference for common procedures. Knowledge base articles are designed to provide clear, repeatable instructions for tasks like user account creation, which aligns with the technician's goal of creating a procedural guide.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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Change management log
Why it's wrong here
A change management log is a formal register of requested, approved, and implemented changes to an IT environment, including rollback plans and risk assessments. It exists to provide an audit trail for modifications that could affect system stability, not to instruct technicians on routine procedures. Creating a new user account is a standard operational task, not a change requiring approval, so a change log would neither contain nor replace a step-by-step guide.
- ✓
Knowledge base article
Why this is correct
A knowledge base article is a centralized documentation entry that provides step-by-step instructions, often with screenshots, prerequisites, and troubleshooting tips for common tasks. For user setup, it would detail creating the account, assigning appropriate group memberships, configuring passwords or MFA, and verifying login. It is the correct artifact because it is designed to be a repeatable, easily accessible standard operating procedure for technicians.
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Incident report
Why it's wrong here
An incident report is a reactive record of an unplanned service disruption, capturing the timeline, symptoms, root cause, and resolution actions taken. Its purpose is to support post-incident analysis and prevent recurrence, not to guide proactive, routine work. Since provisioning a new user is a planned and expected activity, an incident report would only be relevant if the account creation itself caused an outage—not as a procedural guide.
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Service level agreement
Why it's wrong here
A service level agreement (SLA) is a contractual document between a service provider and customer that defines measurable performance targets, such as response times, uptime guarantees, and escalation procedures. An SLA does not contain task-level instructions; it establishes expectations for service delivery and consequences for non-compliance. A step-by-step guide for setting up a new user is an internal operational reference, not a legally binding performance metric.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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