220-1102 Operational Procedures Practice Question
A technician is replacing a critical server component in a data center when they encounter an unexpected issue that could cause significant downtime if not handled correctly. According to change management best practices, what should the technician do FIRST?
⚠ Common exam trap
Many candidates choose to 'document and continue' (Option D) because they think documentation is the first step, but change management requires stopping the change and escalating before any further action, even documentation.
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
✓
Escalate the issue to the supervisor or change advisory board
According to change management best practices, when an unexpected issue arises during a change that could cause significant downtime, the technician must immediately escalate the issue to the supervisor or the Change Advisory Board (CAB). This ensures that the change is either approved, modified, or rolled back with proper authorization, preventing unauthorized modifications that could lead to extended outages or data loss. The technician should not proceed with any workaround, reboot, or continuation without formal approval, as these actions violate the change management process and could exacerbate the problem.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Attempt a quick workaround to fix the issue and proceed with the change
Why it's wrong here
A quick workaround is an undocumented, unauthorized modification that bypasses the formal change advisory process, leaving the system in an untested and unsupported state. Proceeding with the component replacement without approval violates change-management policy, and any adverse effect becomes the technician's liability rather than a controlled, authorized outcome.
- ✓
Escalate the issue to the supervisor or change advisory board
Why this is correct
Escalating to the supervisor or change advisory board (CAB) is mandatory when an unexpected issue arises during a planned change, because it ensures impartial risk assessment and approval from proper authority. The CAB can authorize a revised plan, invoke rollback procedures, or reschedule the replacement—all while preserving an auditable trail and compliance with organizational change management.
- ✗
Reboot the server to see if the issue resolves itself
Why it's wrong here
Rebooting a critical server without authorization is an uncontrolled disruptive action that can cause data loss, interrupt dependent services, and invalidate any maintenance window assumptions. It does not resolve the underlying root cause of the unexpected issue, and the change management framework requires evaluation before any action that alters the system state.
- ✗
Document the issue and continue with the replacement
Why it's wrong here
Documenting the issue is necessary but insufficient; the documentation must first flow through the escalation path so that the change advisory board can assess the new risk before the technician proceeds. Continuing with the replacement without authorization ignores the fact that the change plan's original risk assessment is no longer valid, potentially cascading the failure to other data center systems.
Go deeper
Related to this question
Learn chapter
Material Safety Data Sheets (SDS)
Key term
Authorization
Authorization determines what an authenticated user is allowed to do within a system, such as accessing files, running programs, or changing settings.
Key term
Change management
Change management is the structured process of planning, approving, implementing, and reviewing changes to IT systems to minimize risk and disruption.
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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 implementing a change to deploy a new software update to all workstations. The change has been approved by the Change Advisory Board (CAB). During the rollout, the technician discovers that several workstations are not compatible and the update fails. According to change management best practices, what should the technician do NEXT?
medium- A.Reimage the incompatible workstations
- B.Continue the rollout and skip the incompatible workstations
- ✓ C.Stop the rollout and inform the CAB
- D.Perform a risk assessment on the incompatible workstations
Why C: Change management best practices require that when an approved change encounters unexpected issues during rollout, the technician should stop the rollout and inform the Change Advisory Board (CAB). The CAB must be notified so they can reassess the change, evaluate the impact of the incompatibility, and decide on a revised plan—such as updating the rollback plan, adjusting the scope, or approving a new remediation approach. Continuing without CAB input violates the change control process and could lead to unapproved deviations, security risks, or operational disruptions.
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.