220-1102 Operational Procedures Practice Question

Answer analysis

Option-by-option breakdown

For each option: why learners choose it and why it is or isn't the right answer here.

• ✗

  Service Level Agreement (SLA)

  Why it's wrong here

  A Service Level Agreement (SLA) is a contractual document that specifies measurable performance targets, such as response time, resolution time, and system availability, along with the division of responsibilities between the service provider and the customer. It does not contain operational instructions for executing tasks like a password reset; rather, it establishes the service expectations and consequences for failing to meet them. Therefore, an SLA supports the password reset process by defining how quickly it must be handled, but it is not the procedural guide itself.

• ✓

  Standard Operating Procedure (SOP)

  Why this is correct

  A Standard Operating Procedure (SOP) is the authoritative document that prescribes the exact sequence of actions, required permissions, and verification steps for performing a routine IT task, such as resetting a user's password across multiple systems. It ensures uniformity, reduces human error, and provides an audit trail for compliance with internal security policies and regulatory requirements. For password resets, an SOP would detail identity verification, the specific console or tool to use, and how to communicate temporary credentials securely, making it the correct reference document.

• ✗

  Acceptable Use Policy (AUP)

  Why it's wrong here

  An Acceptable Use Policy (AUP) is a governance document that defines permissible and prohibited behaviors for end users when accessing company networks, email, and internet resources, focusing on security and legal compliance. It addresses actions like unauthorized file sharing, disclosure of credentials, and non-work-related usage, not the internal workflow of a help desk technician. While an AUP may require the technician to verify identity before divulging password changes, it does not provide the step-by-step operational instructions for the reset procedure itself.

• ✗

  Incident Response Plan

  Why it's wrong here

  An Incident Response Plan (IRP) is a high-level strategic playbook activated during security incidents, such as malware outbreaks, data breaches, or denial-of-service attacks, to coordinate containment, eradication, and recovery activities. It involves roles like incident commander, forensic analysts, and legal/PR liaisons, and is not intended for routine, low-risk tasks like password resets in a help desk context. Confusing an IRP with a daily operational procedure would be inappropriate because escalating a standard password reset to an incident response would disrupt normal operations and misallocate emergency resources.

Go deeper

Related to this question