220-1102 Question 667
Single answerDocumented business processesA company has a documented change-management process that requires technicians to submit a request, obtain manager approval, schedule the change during a maintenance window, and update the change record after completion. A technician is asked to install a critical accounting software update on the CFO's laptop immediately, even though no change request has been submitted. The CFO says, "Just do it now and I'll tell your manager later." What should the technician do FIRST?
- A
Install the update immediately because requests from executives take priority over normal process
- B
Create and document the change request, then follow the approval and scheduling process or documented emergency-change procedure
- C
Ask the CFO to send an email approving the update and proceed without further documentation
- D
Delay the update until the next quarterly maintenance cycle, regardless of urgency
Show answer and explanation
Correct answer: B
Explanation
This question tests the ability to apply documented business processes in a real workplace scenario. In A+ Core 2, technicians are expected to follow organizational procedures such as change management, ticketing, and approval workflows rather than relying on verbal requests or informal exceptions. Best practice is to document the requested change, obtain the required approval, and perform the work during an approved window. If business impact makes the change urgent, the technician should use the documented emergency-change process instead of bypassing policy. This protects the organization through traceability, accountability, risk management, and consistent service operations.
- A. Incorrect.
This is incorrect. A documented business process such as change management exists to reduce risk, maintain accountability, and ensure proper authorization. Executive status does not bypass formal controls unless the organization has a documented exception or emergency procedure. Performing the update without following process could create audit, compliance, and support issues.
- B. Correct.
This is correct. The technician should begin by documenting the change and following the established process. If the update is truly urgent, the technician should use the organization's documented emergency-change workflow rather than skipping controls. This aligns with standard business process documentation practices, including approval, scheduling, and record updates.
- C. Incorrect.
This is incorrect. An email from the CFO is not a substitute for the documented approval path unless company policy specifically states that it is. This option reflects a common misconception that informal approval is enough. Proper change records, authorization, and scheduling requirements still need to be met.
- D. Incorrect.
This is incorrect. While following process is important, automatically postponing a potentially critical update may not be appropriate. If the update addresses a serious business or security need, the documented process may allow expedited handling through an emergency or urgent change procedure. Ignoring urgency can be as problematic as ignoring process.