220-1102 Operational Procedures Practice Question
A technician needs to update the firmware on a network switch that is not business-critical but will cause a brief loss of connectivity for a small workgroup. The technician has identified the correct firmware file and verified a rollback plan. According to change management best practices, what should the technician do FIRST?
⚠ Common exam trap
A common mix-up: candidates assume a non-critical change with a rollback plan can bypass formal approval, but CompTIA 220-1102 tests that the change management process must always begin with a change request, regardless of perceived risk or urgency.
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 change request to the change advisory board
According to change management best practices, the first step before implementing any change—even a low-risk one—is to submit a change request to the Change Advisory Board (CAB) for approval. This ensures the change is documented, reviewed for potential conflicts, and authorized, which is critical for maintaining an audit trail and preventing unauthorized modifications. The scenario explicitly states the change is not business-critical, but the formal process still requires CAB approval before any notification, backup, or scheduling occurs.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Notify the affected users about the upcoming outage
Why it's wrong here
Notifying users of an upcoming outage is premature. In a formal change management workflow, user communication is part of the implementation and communication plan that must follow approval from the CAB. Announcing before approval risks causing unnecessary concern if the change is rejected, postponed, or rescheduled. Additionally, the specifics of the outage (exact time, duration, and affected services) are not finalized until the change request is approved and a maintenance window is assigned.
- ✓
Submit a change request to the change advisory board
Why this is correct
Submitting a change request to the CAB is the mandatory first step. This formal document captures the switch's current firmware, the target version, the reason for the update, the risk assessment, and a rollback plan. The CAB reviews and approves the change to ensure it aligns with business needs and minimizes downtime risk. Without this approval, performing any technical action violates change management policy and could lead to unapproved, uncontrolled modifications.
- ✗
Perform a full configuration backup of the switch
Why it's wrong here
Performing a full configuration backup before approval is out of order. While a backup is an essential rollback safeguard, it belongs in the implementation phase, after the change request has been approved and the maintenance window assigned. Backing up too early could capture an outdated configuration if other changes occur in the interim, and it bypasses the approval gate that the change request provides. The backup is a preparatory action, not a substitute for the required authorization.
- ✗
Schedule a maintenance window during off-hours
Why it's wrong here
Scheduling a maintenance window during off-hours assumes the change will be accepted by the CAB. If the change request is denied, the scheduled window, along with any coordinated personnel and resources, is wasted. The CAB may also require a specific window, such as a weekend or a time aligned with other scheduled maintenance, so choosing one beforehand may conflict with the approved plan. The maintenance window is the outcome of an approved change schedule, not a decision made independently.
Go deeper
Related to this question
Learn chapter
Windows Disk Management
Key term
Backup
A backup is a copy of computer data taken and stored separately so that the original data can be restored if it is lost, damaged, or corrupted.
Key term
Audit
An audit is a systematic, independent review of IT systems, processes, and controls to verify compliance with policies, standards, and regulations.
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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.