A tier 2 support specialist completes a maintenance request involving the replacement of a failing host bus adapter (HBA) in a core storage server. To satisfy standard IT service management (ITSM) ticketing workflow and documentation protocols prior to ticket closure, which of the following actions should the specialist perform? (Select TWO.)
- Record the specific diagnostic findings, repair steps executed, and final operational verification in the ticket resolution notes.Answer
- Update the configuration management database (CMDB) to reflect the new component serial number and modified asset state.Answer
- CPurge intermediate troubleshooting comments and system log attachments from the ticket history to conserve database storage.
- DReassign the ticket back to the original requestor for ticket closure without recording confirmation of restored service.
Answer
The technician must record detailed troubleshooting and resolution steps in the ticket notes, and update the hardware asset information within the configuration management database (CMDB).
Standard ticketing and operational workflows mandate that when a hardware replacement or system modification occurs, the technician must document the exact steps taken and final resolution in the ticket while updating the CMDB or asset management repository with new hardware details.
Step-by-Step Solution
Key Concept
Complete ticket resolution logging and asset management lifecycle updates
Estimated Time:1m 30s