220-1102 Operational Procedures Practice Question
A technician is dispatched to replace a faulty motherboard in a desktop computer. The technician has the required replacement part, which is an exact match. The computer is currently in use by an employee. The technician checks the ticketing system and sees the request was approved by the employee's manager. What should the technician do FIRST?
⚠ Common exam trap
Many exam-takers assume urgency or approval alone justifies immediate action, ignoring the real-world need to coordinate with the end user to avoid business disruption and follow proper change management protocols.
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
✓
Contact the employee to schedule a convenient time for the work
The technician must first coordinate with the employee to minimize disruption to productivity. Replacing a motherboard requires powering down the system, disconnecting cables, and potentially losing unsaved work, so scheduling a convenient time respects the user's workflow and follows proper 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.
- ✗
Proceed immediately to replace the motherboard since it is needed urgently
Why it's wrong here
Proceeding immediately ignores the reality that the user may have unsaved work or critical processes running on that desktop. Replacing a motherboard requires a full shutdown, disassembly, and a reboot, which will force the user off the machine potentially causing data loss and halting their work. While the ticket is urgent, professionalism demands you first coordinate the downtime rather than assuming the desk is abandoned.
- ✓
Contact the employee to schedule a convenient time for the work
Why this is correct
Because the technician has an approved ticket but not 24/7 access to the user's workspace, contacting the employee to schedule a time is the correct professional step. This gives the user a chance to save files, close applications, and plan around the interruption, and it also lets you confirm the machine is available for the hardware swap. Scheduling respects the user's workflow and is a core part of proper change management even for a straightforward motherboard replacement.
- ✗
Ask the employee's manager to confirm again via email
Why it's wrong here
Re-confirming with the employee's manager adds a redundant administrative step because the authorization to perform the motherboard replacement is already recorded in the ticketing system. Asking the manager to 'confirm again via email' wastes the manager's time, creates an unnecessary delay, and doesn't provide any technical or operational detail that the existing ticket already lacks. It could also obscure your accountability if you are waiting on an email instead of acting on the approved work order.
- ✗
Place an order for a new motherboard in case the current one fails
Why it's wrong here
Ordering a new motherboard is a procurement action unrelated to the immediate goal of repairing the already-diagnosed faulty motherboard. You already possess the replacement part, so a second purchase is wasteful, ties up budget, and clutters inventory. Furthermore, it shifts focus from performing the replacement to speculative future-proofing, which does nothing to address the user's current outage and violates the scope of the approved work order.
Go deeper
Related to this question
Learn chapter
Windows Device Manager
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
Ticketing system
A ticketing system is a software tool used by IT teams to track, manage, and resolve issues or requests reported by users, ensuring nothing gets lost and everything is handled in an organized way.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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