220-1102 Question 656
Single answerTypes of documentsA new technician is closing several support tickets and must attach the correct documentation to each case. One ticket involves replacing a failed SSD in a user's laptop with an approved company model, following the organization's standard parts list and installation steps. The technician wants to attach the document that defines the approved hardware and the exact replacement procedure so future repairs are performed consistently. Which document should the technician use?
- A
Standard operating procedure (SOP)
- B
Incident report
- C
Network topology diagram
- D
End-user acceptance document
Show answer and explanation
Correct answer: A
Explanation
For A+ Core 2, candidates should be able to distinguish among common IT document types and choose the one that best fits a real support scenario. When an organization wants technicians to perform a routine task the same way every time, using approved components and documented steps, the correct document is a standard operating procedure (SOP). SOPs promote consistency, compliance, reduced error rates, and easier onboarding for new technicians. By contrast, an incident report records details about an event, a network topology diagram maps network structure, and an end-user acceptance document confirms that work was accepted after completion. In practice, help desk and field service teams rely on SOPs, runbooks, and similar internal process documents to standardize recurring repair and support tasks.
- A. Correct.
Correct. A standard operating procedure (SOP) documents approved processes, required steps, and often standardized materials or methods for recurring tasks. In this scenario, the technician needs a document that supports consistent SSD replacement using approved hardware and repeatable steps, which is exactly the purpose of an SOP.
- B. Incorrect.
Incorrect. An incident report documents what happened during an event, such as system failure, security issue, or service disruption. It is useful for tracking and reviewing the problem, but it does not primarily define the approved replacement process or standard parts to use.
- C. Incorrect.
Incorrect. A network topology diagram shows how network devices and connections are arranged. It would not be the appropriate document for a laptop SSD replacement because the task involves hardware repair workflow, not network layout or connectivity.
- D. Incorrect.
Incorrect. An end-user acceptance document records that a user has reviewed and accepted completed work, a delivered system, or a change. It may be signed after the repair is done, but it does not provide the approved replacement steps or the organization's standard repair method.