An IT support specialist is issuing a replacement company-owned smartphone to an executive whose previous phone was reported lost. After successfully provisioning the new device and confirming that corporate services are accessible, which of the following documentation actions MUST the specialist complete in the ticketing and Configuration Management Database (CMDB) systems before closing the ticket?
- Update the inventory record with the new device's IMEI, serial number, and assigned asset tag while associating it with the executive's user object.Answer
- BClose the ticket immediately after receiving verbal confirmation of functionality without updating device serial numbers or asset tags.
- CRecord only the executive's phone number and the ticket closure timestamp in the ticket notes, omitting all physical hardware details.
- DDelete the original asset entry completely from the CMDB to prevent duplicate device reporting without logging the replacement device.
Answer
Update the inventory record with the new device's IMEI, serial number, and assigned asset tag while associating it with the executive's user object.
When replacing hardware assets, operational procedures mandate updating the CMDB or asset management database with the new device's specific identifiers—such as serial number, IMEI, and asset tag—and linking it to the assigned user. This maintains complete inventory accountability and accurate asset lifecycle tracking.
Step-by-Step Solution
Key Concept
Asset Tracking and CMDB Maintenance in Ticketing Workflows