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.

• ✗

  Inform all users that the server is operational again

  Why it's wrong here

  While notifying users that the server is back online is a courteous and scheduled communication step, it does not complete the change management loop. The technician must first update the asset management database (CMDB) with the new drive's serial number and model so that inventory records, warranty entitlements, and support contracts reflect the actual hardware. In many ITIL-based environments, user notification is part of the closure process that occurs only after all documentation and asset records have been reconciled. Acting before that creates an unaccounted asset and leaves the change record incomplete.

• ✓

  Update the asset management database with the new drive's serial number and model

  Why this is correct

  Updating the asset management database with the new drive's serial number and model is the immediate next step because it links the physical hardware to the organization's configuration records. This entry enables accurate warranty tracking, lifecycle management, and future troubleshooting by showing exactly which disk is installed, its capacity, firmware revision, and installation date. Without this record, the asset inventory is inaccurate, potentially causing duplicate purchases, missed warranty claims, and audit findings. It is a foundational operational procedure that directly supports the change management process.

• ✗

  Dispose of the old failed hard drive in the regular trash

  Why it's wrong here

  Disposing of the old failed hard drive in the regular trash is a critical data security mistake. Even a failed drive can retain recoverable data on its platters, and ordinary garbage does not provide any protection against unauthorized access or scavenging. The correct procedure is to use a secure destruction method such as degaussing, physical shredding, or a certified e-waste vendor that issues a certificate of destruction, especially when the drive may have contained sensitive or regulated data. Simply discarding it also violates compliance policies such as GDPR, HIPAA, or PCI DSS, leading to legal and reputational risk.

• ✗

  Run a full system backup immediately

  Why it's wrong here

  A backup should already exist. Running an immediate backup is not necessary right after a drive replacement; the next step is to document the change. Backup verification may be done later as part of routine checks.

Go deeper

Related to this question