220-1102 Operational Procedures Practice Question
A technician has completed a scheduled firmware update on a network switch. The update was successful, but the technician notices that the switch's configuration was reset to factory defaults. The technician restores the configuration from a known-good backup. According to change management best practices, what should the technician do NEXT?
⚠ Common exam trap
It's easy for candidates to assume that once the configuration is restored and the network is working, the change is complete and can be closed without further communication, but change management best practices require that the CAB be notified of any deviations from the original plan, even if the issue was resolved.
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
✓
Document the configuration restoration and notify the change advisory board (CAB)
After restoring the configuration from a known-good backup, the technician must document the restoration and notify the change advisory board (CAB). This aligns with change management best practices, which require that any deviation from the original change plan—such as an unexpected factory reset and subsequent restoration—be communicated to the CAB for review and approval. Simply closing the ticket or proceeding without documentation would violate the change management process, as the CAB needs to be aware of the incident to assess its impact and update the change record accordingly.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Update the change request status to 'Completed' and close the ticket
Why it's wrong here
Simply updating the change request status to 'Completed' and closing the ticket omits any record of the unplanned configuration restoration that occurred during the maintenance window. This deviation from the approved change plan must be formally reported to the CAB so the board can assess any risks introduced and the change record accurately reflects the actual work performed. Skipping this step could expose the organization to unmanaged risk and undermine auditability.
- ✓
Document the configuration restoration and notify the change advisory board (CAB)
Why this is correct
Any unplanned action, even a restoration of a configuration, must be documented and reported to the CAB to maintain an accurate and transparent change history. The restoration is a deviation from the original approved plan, and the CAB needs to evaluate whether it introduced new risks or requires follow-up actions. Even if the switch is functioning correctly, the change record must reflect the deviation so future troubleshooting and audits are based on the true state of the device.
- ✗
Verify network connectivity and proceed with the next scheduled change
Why it's wrong here
While verifying network connectivity is a reasonable operational check, proceeding directly to the next scheduled change ignores the need to formally close the current change and address the unplanned configuration restoration. Without documenting this deviation and notifying the CAB, the change record is incomplete, and the board remains unaware of a modification that was not part of the approved plan. This undermines the integrity of the change management process and can lead to configuration drift or unapproved changes being overlooked.
- ✗
Roll back the firmware to the previous version to match the original configuration
Why it's wrong here
Rolling back the firmware to the previous version is unnecessary because the configuration has already been restored and the switch is functioning normally. Moreover, a firmware rollback would constitute an additional unapproved change that requires its own change request and CAB approval, potentially introducing new issues or downtime. The original firmware update was successfully completed; the corrective action was to restore the configuration, not to undo the firmware itself.
Go deeper
Related to this question
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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
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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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.