220-1102 Operational Procedures Practice Question
A technician needs to replace a hard drive in a server as part of a standard change. The technician has a backup of the data and a rollback plan. After replacing the drive and restoring data, the server is operational. What should the technician do NEXT?
⚠ Common exam trap
It's easy for candidates to confuse the technician's role with the change coordinator's role, thinking they must directly notify users or the CAB, when in fact the correct next step is to update the change ticket to close the loop in the change management process.
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 request ticket with completion details
After completing a standard change, the technician must update the change request ticket with completion details, including the actual steps taken, any deviations from the plan, and verification of successful restoration. This ensures proper change management documentation, audit trail, and closure per ITIL best practices and CompTIA A+ 220-1102 operational procedures. The rollback plan was not needed, so the change is closed as successful.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Update the change request ticket with completion details
Why this is correct
Updating the change request ticket with completion details is the immediate post-implementation step because a standard change, though pre-approved, must still be closed out with factual evidence of what was done, including the replacement drive's identity, verification test result, and any deviations from the approved plan. This record provides an audit trail for future troubleshooting and formally transitions the change from 'in progress' to 'completed' in the change management system.
- ✗
Inform the change advisory board (CAB)
Why it's wrong here
Informing the change advisory board (CAB) after the fact is not required for a standard change because the CAB has already authorized the change as part of a pre-approved set of low-risk, repeatable actions. The request ticket, not a CAB meeting, is the vehicle for recording that the change occurred; notifying the CAB post-implementation would add delay without altering the approved scope. If the replacement later caused an incident, a separate review or an emergency change process would apply.
- ✗
Send an email to all users stating the server is back online
Why it's wrong here
Sending an email to all users is only appropriate if the server's replacement caused a user-facing outage that required advance notice within the communication plan, which this standard change did not necessarily include. A hard-drive replacement in a server often occurs with no scheduled downtime for end users, and broadcasting 'back online' to everyone creates unnecessary noise. The immediate obligation is to the change management ticket, not a global announcement, unless the implementation actually deviated from the planned maintenance window.
- ✗
Document the new hard drive's serial number in the asset database
Why it's wrong here
Documenting the new hard drive's serial number in the asset database is an important asset-management task, but it typically occurs after the change ticket is closed so that the configuration management database (CMDB) reflects the final state without creating an inconsistent record while the change is still categorized as in progress. Change management governs the lifecycle of the work, while asset management governs the inventory record, and updating assets before closing the ticket risks mismatched audit timestamps. The correct sequence is to close the change ticket first, then update the serial number and other hardware attributes in the CMDB.
Go deeper
Related to this question
Learn chapter
Certificate Management for A+
Key term
Backup
A backup is a copy of computer data taken and stored separately so that the original data can be restored if it is lost, damaged, or corrupted.
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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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.