220-1102 Operational Procedures Practice Question
A technician is documenting a change that replaced a failed network switch. The change was approved as an emergency change due to critical network outage. After the replacement, the network is restored. According to change management best practices, what documentation step should the technician complete within a specified timeframe?
⚠ Common exam trap
Many exam-takers confuse 'restoration of service' with 'completion of the change process,' forgetting that emergency changes still require a post-implementation review within a specified timeframe to satisfy audit and compliance requirements.
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
✓
Submit a post-implementation review report to the CAB
Change management best practices require that even emergency changes undergo a post-implementation review (PIR) to evaluate the change's success, identify any issues, and ensure proper documentation. The PIR must be submitted to the Change Advisory Board (CAB) within a specified timeframe (commonly 7–30 days) to close the loop on the emergency change and maintain compliance with ITIL frameworks.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Submit a post-implementation review report to the CAB
Why this is correct
Submitting a post-implementation review (PIR) to the Change Advisory Board (CAB) is mandatory for emergency changes. This report documents what was done, why it deviated from standard procedures, and the outcome, enabling the CAB to validate effectiveness and capture lessons learned. Without it, the emergency change lacks formal accountability and cannot be properly closed, which is a core requirement of ITIL-based change management.
- ✗
Close the change request immediately
Why it's wrong here
Closing the change request immediately is premature because an emergency change is not complete until its success is verified and a post-implementation review (PIR) is submitted. Immediate closure bypasses the CAB's oversight and eliminates the opportunity to assess whether the replacement switch fully restored service without introducing new risks. Change management processes require formal evaluation before closure, even for emergencies.
- ✗
Update the asset management database with the new switch
Why it's wrong here
Updating the asset management database with the new switch is a necessary operational follow-up, but it is not the primary documentation step required by change management. The asset inventory supports configuration management, whereas the post-implementation review (PIR) fulfills the governance requirement to document the change's impact and obtain CAB approval. Asset updates should occur concurrently or after the PIR, not instead of it.
- ✗
Provide training to users on the new switch
Why it's wrong here
Providing training to users on the new switch is an operational task that may be relevant if the switch introduces new functionality, but it does not satisfy change documentation requirements. Users typically connect through the network without interacting with the switch directly, so training is rarely needed for a standard network hardware swap. The mandatory documentation step is the post-implementation review (PIR) submitted to the CAB, not any user-facing activity.
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Same concept, more angles
1 more way this is tested on 220-1102
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. A technician is documenting a change that replaced a failed hard drive in a server. The change was approved as an emergency change due to a critical data outage. After the replacement, the server is back online and data integrity is verified. According to change management best practices, what documentation step should the technician complete within a specified timeframe?
easy- A.Close the change request immediately without additional documentation
- ✓ B.Complete a post-implementation review within the agreed timeframe
- C.Send an email to the Change Advisory Board (CAB) with the outcome
- D.Update only the asset inventory with the new drive serial number
Why B: Change management best practices require a post-implementation review (PIR) for emergency changes to document the outcome, verify that the change met its objectives, and capture lessons learned. The technician must complete this review within the agreed timeframe specified in the change policy, ensuring proper closure and audit trail for the emergency change.
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.