Resolución de problemas

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  • 1. members: ~Carolina Suárez Echeverri. ~María Isabel Gómez Palacio.
  • 2. Some repairs, such as replacing a hard drive or reinstall your operating system, can jeopardize the data in the computer.
  • 3. CAUTION: You must protect your data before starting any work on a customer's computer. If your work causes a loss of data to the client, you or your company must be responsible.
  • 4. BACKUP: This is a copy of data from a computer hard disk is stored in a medium such as a CD, GIVEN a USB or a copy of tape.
  • 5. Ahead, is a list of items that you should check with the customer regarding backups of data: ~ Date of last backup. ~ Contained in the backup. ~ Integrity give the backup. ~ Availability of all backup media for data restoration. If the client does not have a current backup and can not create one, you should ask you to sign a disclaimer form. A disclaimer form must contain at least the following information: * Permission to work in the computer without a backup currently available. * DISCLAIMER if lost or damaged data. * Description of data to be held.
  • 6. CUSTOMER DATA EXTRACTION: Label conversation when talking with the client, you must follow these guidelines: ~ Perform direct questions to gather information. ~ Do not use industry jargon. ~ Do not speak condescendingly customer. ~ Do not insult the customer. ~ Do not blame the client causing the problem.
  • 7. Should be made open and closed questions.
  • 8. VERIFICATION OF THE OBVIOUS QUESTIONS: Although the client believes there is a major problem, start with the obvious issues before moving on to more complex diagnoses.
  • 9. QUICK TEST SOLUTIONS FIRST: The questions and quick fixes sometimes overlap and can be used together to solve the problem. Document each solution attempt. The information about the solutions will be vital try whether to refer the issue to another technician.
  • 10. DATA COLLECTION COMPUTER:
  • 11. IDEINTIFICACIÓN STEPS OF PROBLEM SOLVING PROCESS EVALUATION OF PROBLEM AND SOLUTION IMPLEMNATACION: The next step in the troubleshooting process is to evaluate the problem and implement the solution. Assess the problem and look for possible solutions.
  • 12. CONCLUDE WITH THE CUSTOMER: Check the solution with the customer. If the client is available, show as the solution has corrected the problem on the computer. The documentation must include the following information: ~ The description of the problem. ~ The steps for solving the problem. ~ The components used in the repair.
  • 13. ~ In this chapter, we presented the concepts of preventive maintenance and troubleshooting process. ~ The periodic preventive maintenance reduces hardware and software problems. ~ Before you begin a repair, back up the data on the computer. ~ The problem solving process is a guideline to help you solve computer problems effectively. ~ Document all solutions to try, even if they do not work. The documentation will be a recueros generate useful for you and other technical leg.
  • 14. http://es.scribd.com/doc/17459007/Capit ulo-4-IT-Essentials-PC-Hardware-and- Software-Version-40-Spanish