220-1102 Operational Procedures Practice Question
A technician has completed an approved standard change to replace a faulty network switch. After installing the new switch and verifying network connectivity, the technician updates the change request ticket. According to change management best practices, what should the technician do NEXT?
⚠ Common exam trap
Watch out — candidates often confuse the urgency of informing users or closing the ticket with the formal requirement to document results, leading them to skip the documentation step that is essential for compliance and audit trails.
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 actual results and any deviations from the plan
Change management best practices require that after implementing an approved change, the technician must document the actual results, including any deviations from the original plan. This documentation provides a record for auditing, troubleshooting, and future reference, ensuring that the change is fully captured in the system before closure.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Close the change request immediately
Why it's wrong here
Closing the change request immediately, before the actual implementation and outcomes have been documented, violates the change management process's audit and traceability requirements. A closed record without a final summary of what was performed, the results, or any deviations leaves the organization unable to validate the change or support future troubleshooting. The request should only be moved to a closed status after the change record has been fully completed and verified by the appropriate parties.
- ✗
Send an email to the change advisory board (CAB) requesting post-implementation review
Why it's wrong here
Emailing the CAB for a post-implementation review is inappropriate for a standard change, because standard changes are pre-approved, low-risk, and follow a documented, repeatable procedure. CAB post-implementation reviews are reserved for emergency or high-risk changes that require oversight after the fact to assess impact and lessons learned. In this scenario, the change was already approved through the standard process, so a post-implementation CAB review would introduce unnecessary overhead and delay without adding value.
- ✓
Document the actual results and any deviations from the plan
Why this is correct
Documenting the actual results and any deviations from the plan is the correct next step in the change management lifecycle, because the change record must reflect exactly what was done, including any unexpected issues, workarounds, or differences from the original plan. This documentation provides an accurate historical audit trail, supports rollback decisions if problems arise, and informs future changes that may follow a similar pattern. It is also a prerequisite for formally closing the change request and ensuring compliance with organizational change policies.
- ✗
Inform the user who reported the issue that the change is complete
Why it's wrong here
Informing the user that the change is complete, while courteous, does not fulfill the required change management step of documenting the change's actual results and any deviations from the plan. User communication should occur after the change record has been updated and the request has been formally closed, to avoid sending premature or inaccurate status updates. Beginning with user notification also risks overlooking documentation duties, which are essential for maintaining a reliable change history and meeting audit requirements.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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