220-1102 Question 672
Single answerChange managementA technician needs to deploy a registry change to 40 accounting workstations to support an updated finance application. The change could affect payroll processing if it fails, so the IT manager wants to minimize risk and ensure the change can be tracked and reversed if needed. Which action should the technician take FIRST as part of proper change management?
- A
Submit a change request that includes the purpose, scope, implementation plan, test results, and rollback procedure
- B
Apply the registry change to one workstation in accounting and, if successful, immediately deploy it to the remaining systems
- C
Email the accounting department to let them know systems may reboot during the update window
- D
Create a restore point on each workstation and then begin the deployment after business hours
Show answer and explanation
Correct answer: A
Explanation
This question tests practical application of change management in an end-user support environment. For A+ Core 2, candidates should understand that change management is not just performing technical work safely; it also includes formal documentation, approval, impact analysis, scheduling, communication, and rollback planning. In a real organization, especially when a change could affect payroll or accounting operations, the technician should begin by submitting a documented change request. Common best practices from IT service management frameworks such as ITIL include recording the reason for the change, assessing risk and impact, obtaining approval, planning implementation, validating the outcome, and documenting a rollback method. Pilot testing, user notifications, and restore points may all be part of a well-managed change, but they follow the initial request and review process rather than replacing it.
- A. Correct.
Correct. In a formal change-management process, the first step is to document and submit the proposed change for review/approval. A proper change request should identify the business reason, affected systems, implementation steps, testing/validation, risk assessment, scheduling, and a rollback plan. This creates accountability, supports approval workflows, and ensures the organization can track and reverse the change if necessary.
- B. Incorrect.
Incorrect. Testing a change on a limited set of systems or in a pilot group is a good practice, but immediately deploying after an informal test skips key change-management controls such as documentation, approval, risk review, communication planning, and rollback preparation. This option reflects a common mistake of treating technical success as a substitute for process.
- C. Incorrect.
Incorrect. User communication is an important part of change management, especially when downtime or reboots may occur. However, communication is not the first step. The proposed change should first be documented, assessed, and approved through the organization's change-management process before notifications are sent.
- D. Incorrect.
Incorrect. Creating restore points can help with recovery on individual systems, and scheduling after hours may reduce business impact. However, these are implementation details within the approved change plan, not the first action. Starting deployment preparations before the change is formally documented and reviewed bypasses proper change control.