220-1102 Question 676
Single answerChange typeA technician is planning several requests for the company change advisory board (CAB). One request is to deploy a critical security patch immediately after a zero-day vulnerability is confirmed to be actively exploited on the company's VPN appliance. The technician wants to use the correct change classification so the fix can be reviewed quickly under the organization's emergency process instead of waiting for the next normal maintenance window. Which change type should the technician select?
- A
Standard change
- B
Normal change
- C
Emergency change
- D
Routine service request
Show answer and explanation
Correct answer: C
Explanation
The best answer is Emergency change. In common IT service management practice, including frameworks such as ITIL, change types are typically distinguished by risk, repeatability, and urgency. Standard changes are preauthorized and low risk; normal changes follow the full assessment and approval process; and emergency changes are reserved for urgent situations such as critical outages or severe security exposures that cannot wait for the normal schedule. In a real-world A+ Core 2 context, recognizing when an urgent security remediation should bypass the standard timeline is important for balancing change control with business and security needs. A zero-day vulnerability with active exploitation is a textbook case for the emergency change process, provided the organization still documents, reviews, and validates the change after implementation.
- A. Incorrect.
Incorrect. A standard change is a preapproved, low-risk, repeatable change that follows a documented procedure, such as onboarding a user with an established workflow or replacing a keyboard. An urgent security patch for an actively exploited zero-day does not fit the low-risk, preauthorized nature of a standard change.
- B. Incorrect.
Incorrect. A normal change is a change that goes through the usual assessment, approval, scheduling, and review process. While many planned updates are normal changes, the scenario specifically requires accelerated handling because waiting for the next maintenance window would expose the organization to ongoing risk.
- C. Correct.
Correct. An emergency change is used when a change must be implemented as soon as possible to resolve a major incident, address a critical security threat, or prevent significant business impact. In this scenario, the zero-day vulnerability is actively being exploited, so the organization should use the emergency change process rather than the standard approval timeline.
- D. Incorrect.
Incorrect. A routine service request is typically used for user-initiated operational requests such as access changes, software installs, or equipment requests. It is not the correct classification for a high-priority infrastructure security remediation that requires change management oversight.