220-1102 Operational Procedures Practice Question
A help desk technician is documenting the steps for setting up a new employee workstation to ensure consistency across the team. Which type of document should the technician create to define the step-by-step process?
⚠ Common exam trap
Many candidates confuse a knowledge base article with an SOP because both contain instructions, but the key distinction is that an SOP is a mandatory, standardized process for routine tasks, while a knowledge base article is a voluntary reference for troubleshooting or self-help.
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
✓
Standard operating procedure (SOP)
A standard operating procedure (SOP) is the correct document type because it provides a detailed, step-by-step process that ensures consistency and repeatability when performing a routine task like setting up a new employee workstation. SOPs are formalized documents used in IT operations to standardize procedures, reduce errors, and facilitate training across a team. Unlike a knowledge base article, which is typically a reference for troubleshooting or self-help, an SOP is specifically designed to define the exact sequence of actions to be followed.
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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Knowledge base article
Why it's wrong here
A knowledge base article provides general information, frequently asked questions, or troubleshooting guidance, often for end-users encountering a specific symptom. It is not a formally approved, controlled document that mandates the exact sequence of actions for a recurring business process. Since workstation setup must be performed consistently and correctly each time, a KB article lacks the authoritative, step-by-step precision required.
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Standard operating procedure (SOP)
Why this is correct
A standard operating procedure (SOP) is a formal, documented set of step-by-step instructions created to standardize routine operations and ensure consistent output quality. For new employee workstation setup, an SOP specifies prerequisites, exact software installations, security configurations, and verification checks, making it the ideal artifact. It is version-controlled and typically reviewed/approved, so it directly supports repeatability and compliance.
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Change request
Why it's wrong here
A change request is a formal proposal to alter IT infrastructure, applications, or services, and it includes impact analysis, risk assessment, approvals, and rollback plans. Its purpose is to manage planned modifications to the environment, not to record the routine steps of a daily administrative task. Using a change request to document workstation setup would confuse an operational procedure with a governance-controlled change event.
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Incident report
Why it's wrong here
An incident report documents an unplanned, disruptive event such as a security breach, system outage, or service degradation, capturing the timeline, impact, root cause, and remediation actions. Workstation setup for a new hire is a scheduled, routine procedure, not a deviation from normal operations. Therefore, an incident report is inappropriate and serves a completely different purpose from an SOP.
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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.