220-1102 Operational Procedures Practice Question
A technician is dispatched to replace a faulty power supply in a desktop computer. According to change management best practices for standard repairs, what should the technician do BEFORE replacing the power supply?
⚠ Common exam trap
Candidates often confuse standard repairs with major changes and incorrectly assume CAB approval is needed, or they prioritize user communication over the mandatory documentation step that ensures change control compliance.
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 or update an incident/ticket documenting the problem and planned replacement
Change management best practices for standard repairs require documenting the problem and planned replacement in an incident or ticket before performing the work. This ensures traceability, authorization, and proper resource allocation, even for pre-approved changes like power supply replacements. The ticket serves as the official record for tracking, auditing, and potential rollback if issues arise.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Get approval from the Change Advisory Board (CAB)
Why it's wrong here
CAB approval is reserved for major or high-risk changes that could significantly impact the environment, such as infrastructure redesigns or security overhauls. A power supply replacement is typically a standard change with a pre-approved, low-risk procedure, so requiring CAB sign-off would introduce unnecessary delays and violate established change management efficiency. Even in organizations with strict change control, standard changes are pre-authorized and only need documentation, not a CAB review.
- ✗
Inform the user of the replacement plan
Why it's wrong here
Informing the user is courteous and part of good communication, but it does not satisfy the formal change management requirement to create a documentary record. The technician must log the problem and planned replacement in an incident or change ticket so that the work is visible, traceable, and accountable to other team members and SLA metrics. User notification often happens automatically through the ticket system, so it is a secondary benefit rather than a distinct step in the change process.
- ✓
Create or update an incident/ticket documenting the problem and planned replacement
Why this is correct
Creating or updating a ticket is the correct formal step because it captures the problem, the planned action, the affected asset, and any required rollback details in a single auditable record. This documentation supports change tracking, resource coordination, and post-implementation evaluation, and it ensures that the replacement is not an undocumented ad hoc action. In ITSM, even a simple hardware swap is considered a standard change that requires a ticket to maintain configuration management and operational continuity.
- ✗
Test the old power supply to confirm failure
Why it's wrong here
Testing the old power supply after it has already been determined faulty is redundant and adds no value to the replacement process, as the diagnosis has already been made. Moreover, a defective power supply may be electrically unsafe or could cause further damage if powered again, so testing it introduces unnecessary risk. Any post-replacement testing should focus on the new unit's output and system stability, not on confirming a known failure.
Go deeper
Related to this question
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Troubleshoot: Print Spooler Issues
Key term
Authorization
Authorization determines what an authenticated user is allowed to do within a system, such as accessing files, running programs, or changing settings.
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.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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