220-1102 Question 651
Single answerConfiguration management database (CMDB)A support technician is preparing to replace a user's failed laptop. Before deploying the spare system, the technician needs to verify the approved hardware model, assigned software licenses, warranty status, and the business owner of the affected device so the replacement follows company policy and audit requirements. Which source should the technician check FIRST?
- A
The configuration management database (CMDB)
- B
The user's email mailbox
- C
The local Event Viewer logs on the failed laptop
- D
The network switch's MAC address table
Show answer and explanation
Correct answer: A
Explanation
The best answer is the configuration management database (CMDB) because it is intended to be the authoritative repository for configuration items and their relationships in an IT environment. In practical support work, technicians use the CMDB to verify device ownership, standard configurations, installed or assigned software, warranty or support contract information, and related assets before making changes. This supports common IT service management best practices, including maintaining accurate asset records and documenting changes. By checking the CMDB first, the technician reduces the risk of issuing an unapproved model, violating licensing terms, or missing required record updates during the replacement process.
- A. Correct.
Correct. A CMDB is used to store and track configuration items such as devices, owners, relationships, approved configurations, software assignments, and support details like warranties. In a replacement scenario, it is the best first source to confirm what asset is deployed, who owns it, what software is authorized, and what dependencies or records must be updated.
- B. Incorrect.
Incorrect. A user's mailbox might contain informal purchase emails or prior support messages, but it is not a controlled source for asset ownership, approved configuration, or licensing status. Relying on email can lead to inaccurate or outdated decisions and does not meet normal change-management or audit expectations.
- C. Incorrect.
Incorrect. Event Viewer can help troubleshoot why the laptop failed, but it does not serve as the authoritative record for asset lifecycle data such as assigned owner, approved model, license tracking, or warranty information. This option reflects the misconception that technical logs replace configuration documentation.
- D. Incorrect.
Incorrect. A switch MAC table may help identify where a device was connected on the network, but it does not provide the full configuration and asset management details needed for compliant replacement. It is a networking reference, not a configuration management record.