220-1102 Operational Procedures Practice Question
A user calls the help desk stating that their laptop screen is cracked and they need it replaced. The company policy requires that all hardware repairs be performed by the IT department. The user is remote and cannot come to the office. Which of the following should the technician do FIRST?
⚠ Common exam trap
The trap here is focusing on the physical repair or replacement immediately, while overlooking the required first step of documenting the issue and following the organization's incident management process.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Create a ticket, document the damage, and arrange for a depot repair or onsite service.
The first action is to create a ticket, document the damage, and arrange for repair via depot or onsite service. This complies with company policy, ensures proper asset tracking, and addresses the remote user's needs. Other options either bypass policy, delay the process, or fail to follow standard operating procedures. Proper documentation and authorized repair channels are essential.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Instruct the user to purchase a replacement screen online and install it themselves.
Why it's wrong here
This violates company policy that IT must perform all hardware repairs. It also risks further damage and voids warranties. The technician should not delegate authorized repairs to the user. The correct first step is to follow internal procedures for repair, not to have the user self-repair.
- ✗
Remote into the laptop and run diagnostics to confirm the screen is cracked.
Why it's wrong here
Remote diagnostics cannot physically confirm a cracked screen; the user already reported visible damage. Remote tools may not even be accessible if the screen is unusable. The priority is to initiate the repair process, not to run unnecessary diagnostics. Documenting the issue and arranging service is the correct first action.
- ✓
Create a ticket, document the damage, and arrange for a depot repair or onsite service.
Why this is correct
Following standard operating procedures, the technician should first create a ticket to document the issue, then arrange for repair according to company policy. Since the user is remote, a depot repair or authorized onsite service is appropriate. This ensures accountability and proper asset tracking. It also aligns with the requirement that IT performs all hardware repairs.
- ✗
Ship the user a replacement laptop and have them return the damaged one.
Why it's wrong here
Shipping a replacement laptop may be part of the solution, but it is not the first step. The technician must first follow the proper incident management process, which includes documenting the issue and obtaining authorization. Skipping this step could lead to inventory discrepancies and policy violations. The first action should be to log the ticket and initiate the repair workflow.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official CompTIA exam blueprint
This 220-1202 practice question is part of Courseiva's free CompTIA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the 220-1202 exam.