220-1102 Operational Procedures Practice Question
A technician has completed a standard change to replace a failed power supply in a server. After verifying that the server is online and all services are running, what should the technician do NEXT according to change management best practices?
⚠ Common exam trap
Many candidates confuse 'verifying the fix' with 'closing the ticket' and forget that change management requires documentation before closure, not just technical verification.
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
✓
Update the change documentation with the results
Change management best practices require that after a standard change is completed and verified, the technician must update the change documentation with the results (e.g., serial number of the new power supply, verification steps performed, and any deviations). This ensures an accurate audit trail and supports future troubleshooting or rollback if needed. Simply closing the request without documentation violates ITIL and CompTIA change management procedures.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Close the change request immediately
Why it's wrong here
Closing the change request immediately without updating the documentation violates change management best practices because the definitive record would be incomplete. This action leaves no auditable evidence that the replacement was performed successfully, and any issues encountered (e.g., a faulty replacement unit) would be lost to future technicians. In ITIL-based processes, a change is only considered closed after post-implementation review and final documentation, so closing now would misrepresent the change state.
- ✓
Update the change documentation with the results
Why this is correct
Updating the change documentation with the results is the correct next step because it captures the successful completion, any unexpected issues, and verification data (such as POST tests or system logs) in the change record. This documentation provides a full audit trail for the standard change, supports future troubleshooting, and satisfies the change management policy that requires accurate records of implemented changes. Without this update, the change cannot be formally closed or audited properly.
- ✗
Inform the user that the issue is resolved
Why it's wrong here
Informing the user that the issue is resolved is premature and insufficient because user confirmation is part of the verification phase, which should occur before the change is documented, not instead of it. The technician’s priority now is to create the permanent record; simply telling the user leaves the change request still open and undocumented, causing IT service management metrics and compliance reports to be inaccurate. In a standard change, the ticket update is the authoritative source, and user communication is already handled through the ticketing system.
- ✗
Submit a new change request for the same replacement
Why it's wrong here
Submitting a new change request for the same replacement is unnecessary and counterproductive because the original change was already pre-approved as a standard change and was executed successfully. A new request would duplicate the existing work, consume additional processing time, and could mistakenly trigger an unauthorized change alert if the old record still exists. The correct action is to finalize the original change record with the results, since the change management lifecycle only requires one approved record per implementation.
Go deeper
Related to this question
Learn chapter
Standard Operating Procedures (SOPs)
Key term
Change management
Change management is the structured process of planning, approving, implementing, and reviewing changes to IT systems to minimize risk and disruption.
Key term
Audit trail
An audit trail is a chronological record of events, changes, or activities in a system that provides evidence of who did what, when, and from where.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1102 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 220-1102 exam.