220-1102 Operational Procedures Practice Question
A technician needs to replace a faulty keyboard on a user's workstation. The technician has a spare keyboard in inventory. The replacement is a standard procedure that has been performed many times and is considered low risk. According to change management best practices, which type of change should this be classified as?
⚠ Common exam trap
A common mix-up: candidates confuse 'standard change' with 'normal change' because both sound routine, but a normal change requires CAB approval and is not pre-approved, whereas a standard change is pre-approved for low-risk, repeatable tasks.
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 change
A standard change is a pre-approved, low-risk, well-documented procedure that follows a defined workflow. Replacing a faulty keyboard with a spare from inventory is a routine task that has been performed many times, so it fits the definition of a standard change under change management best practices.
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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Emergency change
Why it's wrong here
Emergency changes are reserved for failures or incidents that cause severe business disruption, such as a network outage or a data breach, and they bypass normal change advisory board (CAB) approval to expedite restoration. Replacing a faulty keyboard, while inconvenient, does not impair critical operations or threaten security, so labeling it emergency would violate change management policy and create unnecessary risk of unauthorized, under-reviewed actions.
- ✓
Standard change
Why this is correct
A standard change is a pre-approved, low-risk procedure that is well understood and follows a documented, repeatable template. Since replacing a keyboard is a routine hardware replacement with no significant impact on other systems, it fits the definition of a standard change; it does not require CAB scrutiny, but it still goes through a change request to track the asset and ensure proper steps are taken.
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Normal change
Why it's wrong here
Normal changes, unlike standard ones, require formal assessment and approval by a change advisory board (CAB) because they often involve significant risk, cost, or complexity. A keyboard replacement is neither novel nor high-impact—it is a predictable, minor repair—so subjecting it to a CAB meeting would add unnecessary delay and administrative overhead, making it an incorrect classification under ITIL best practices.
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Urgent change
Why it's wrong here
'Urgent change' is not an official change type in ITIL; the three recognized classifications are standard, normal, and emergency. While people may use the word 'urgent' to describe a pressing need, it does not map to a distinct process, and in this scenario the keyboard replacement is not a critical incident, so it should be handled as a standard change, not as a special 'urgent' category.
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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.