220-1102 Operational Procedures Practice Question
A technician has completed an approved change to replace a failed hard drive in a server. The server is back online and all services are working. According to change management best practices, which of the following is the NEXT step the technician should take?
⚠ Common exam trap
Candidates often confuse operational tasks (like updating inventory or decommissioning old hardware) with the formal change management closure step, which is always to document and inform the change management team first.
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
✓
Document the results and inform the change management team
After the change is complete and services are verified, change management best practices require the technician to document the results and inform the change management team. This closes the change request loop, provides an audit trail, and ensures that the change is formally recorded per ITIL/change management processes. Without this step, the change remains open and unverified in the system.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Document the results and inform the change management team
Why this is correct
After replacing the failed hard drive, the change request must be closed by documenting the final outcome and notifying the change management team. This formal closure step captures the actual results, any deviations from the plan, and confirmation of successful implementation. Without this documentation, the change record remains open, making it impossible to verify compliance or support future audits. The change management team uses this information to update the change log and close the ticket, officially marking the task complete.
- ✗
Decommission the old hard drive immediately
Why it's wrong here
Decommissioning the old hard drive is an independent lifecycle process that involves data sanitization, physical destruction, or secure disposal, and it should not be performed before the change record is closed. Immediately decommissioning without documenting the replacement may destroy evidence or data needed for the change report and can violate organizational retention policies. The correct next step is to close the approved change; decommissioning can then be initiated based on your organization's separate decommissioning procedure.
- ✗
Monitor the server for 24 hours
Why it's wrong here
Monitoring the server for 24 hours is a post-implementation activity that helps verify stability, but it does not replace the mandatory closure step in the change management workflow. Change management procedures require that documentation and sign-off happen promptly after implementation, not after a monitoring period. Any issues discovered during monitoring should be recorded as incidents or new change requests, but they do not delay the formal closure of the original change. In practice, monitoring is often done parallel to or after documentation, but it is not the immediate next step.
- ✗
Update the asset inventory with the new drive serial number
Why it's wrong here
While updating the asset inventory with the new drive serial number is a legitimate operational task, it is not the immediate next step in the change management process. The change record must first be finalized with the implementation results, and inventory details are typically included in that documentation or updated after the record is closed. Performing the inventory update first risks losing important context such as the reason for the replacement, approval evidence, and specific configuration changes. The change management team handles the formal closure, which supersedes all other administrative tasks.
Go deeper
Related to this question
Learn chapter
System Restore Points
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
An audit is a systematic, independent review of IT systems, processes, and controls to verify compliance with policies, standards, and regulations.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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