220-1102 Operational Procedures Practice Question

Answer analysis

Option-by-option breakdown

For each option: why learners choose it and why it is or isn't the right answer here.

• ✗

  Reboot the computer

  Why it's wrong here

  Rebooting the workstation is a troubleshooting action that can clear temporary system glitches or apply pending updates, but it is not a verification step. After the reboot, the technician must still confirm that the original reported problem is actually gone under normal operating conditions. A reboot does not prove the root cause was addressed; the same fault could reappear once the user logs in and repeats their workflow. Therefore, rebooting is insufficient as a final closing step.

• ✗

  Run a virus scan

  Why it's wrong here

  Running a virus scan is a targeted diagnostic step that is only relevant if the symptoms indicated a possible malware infection, such as unusual pop-ups, slow performance, or unauthorized disk activity. It does not confirm that the primary issue the technician was called to fix has been resolved, especially if the fault was hardware-related or caused by misconfigured software. Additionally, an antivirus scan could take a long time and would not replace the need to verify the actual reported issue with the user. Thus, it is not an appropriate substitute for direct verification.

• ✓

  Verify that the issue is resolved

  Why this is correct

  Verifying that the issue is resolved is the correct final step in the troubleshooting process. This involves either testing the specific functionality that was broken or asking the user to confirm that their normal workflow now works as expected. This evidence-based confirmation ensures the ticket can be closed with confidence and meets the customer's actual needs. Without verification, the technician risks closing a ticket for a problem that still exists, leading to a repeat call and potential SLA penalty.

• ✗

  Update the inventory

  Why it's wrong here

  Updating the inventory is an asset-management task that should be performed after the repair is complete and the ticket is closed, not as a prerequisite to verification. Updating inventory records before confirming the fix may reflect an inaccurate status if the repair turns out to be incomplete or if further parts are needed. It is important for tracking and billing, but it does nothing to validate the technical resolution of the user's issue. Therefore, inventory updates are a secondary administrative duty, not part of the immediate closing verification.

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