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ITE - Chapter 4

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ITE - Chapter 4

  1. 1. IT Essentials PC Hardware and Software 4.1 Instructional Resource Chapter 4: Basics of Preventive Maintenance and TroubleshootingPresentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1
  2. 2. Chapter 4: Objectives  Explain the purpose of preventive maintenance.  Identify the steps of the troubleshooting process.Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 2
  3. 3. Chapter 4: Critical Concepts  What is this chapter about and why is it important?  This chapter discusses preventive maintenance and a methodology for troubleshooting computer problems. It explains the benefits of having a preventive maintenance program, including hardware and software. This chapter also outlines a process for troubleshooting computer hardware and software problems.  This chapter is important because many IT technicians are responsible for the upkeep of all of the computers at a company. Having and adhering to a preventive maintenance plan saves the company money by avoiding many types of computer problems. When a problem does occur, a technician who uses the troubleshooting methodology that is described in this chapter can, in most instances, identify and fix the problem quickly.  Preventive maintenance and troubleshooting skills are so important that they are included in almost every chapter that follows this one.Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 3
  4. 4. Chapter 4: Activities  What activities are associated with this chapter? There are no labs in this chapter. Chapter 4 QuizPresentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 4
  5. 5. Chapter 4: New Terms  What terms are introduced in this chapter? beep code 4.2.2 data backup 4.2.1 Device Manager 4.2.2 diagnostic software 4.2.2 diagnostic tools 4.2.2 Event Viewer 4.2.2 software 4.1Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 5
  6. 6. Chapter 4: Changes  What has changed from the previous version (4.0) of ITEPC? Page 4.2.2 Identify the problem • Identify the problem. Page 4.2.3 Establish a theory of probable causes • Establish a theory of probable causes. Page 4.2.4 Determine an exact cause • Test the theory to determine the cause. • Once the theory is confirmed, determine the steps to resolve the problem. • If the theory is not confirmed, establish a new theory or escalate the problem. Page 4.2.5 Implement the solution • Establish a plan of action to resolve the problem and then implement that solution.Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 6
  7. 7. Chapter 4: Changes (continued)  What has changed from the previous version (4.0) of ITEPC? Page 4.2.6 Verify solution and full system functionality • Verify full system functionality and, if applicable, implement preventive measures. Page 4.2.7 Document findings • Document findings, actions, and outcomes.Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 7
  8. 8. Chapter 4: Classroom Management  Troubleshooting cannot be learned from a book. Hands-on practice of the steps outlined in this chapter and the information from the previous three chapters must be done by each student. •Place the students in groups of two; one student leaves the room, and the other student installs one problem in a computer. The instructor can provide a list of possible problems to install. The problems should be limited to things that students learned in previous chapters, such as loose or missing cabling, missing CMOS battery, or incorrect BIOS settings. The other student returns and solves the problem by applying the processes that the chapter describes. •Give students access to the troubleshooting section of the manual for the computers that are being used in the classroom. •Give students access to the Internet for researching error codes.Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 8
  9. 9. Chapter 4: Teaching Analogies  Preventive maintenance for a computer is similar to the following examples: • Performing a car tune-up • Brushing your teeth • Removing ice from a car windshield before you drive  Troubleshooting a computer is like troubleshooting any problem. Discuss troubleshooting processes in the following examples: • A television does not power on when you press the TV remote power button. • A clock does not consistently display the correct time. • When you insert a CD into a stereo system, music does not play.Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 9
  10. 10. Chapter 4: Suggested Class Discussions  What is the recommended preventive maintenance for the classroom printer?  What is the recommended preventive maintenance on a high-end laser printer?  What is the recommended preventive maintenance for a home computer?  What are some common mistakes when choosing cleaning supplies for computer maintenance?  A college has discovered that 500 computers are not patched for a recently discovered virus, and 58 computers do not have anti-virus software installed. These computers have been installed by college technicians. What are the implications of this? What should the college do? How should the college prevent this type of situation in the future?Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 10
  11. 11. Chapter 4: Best Practices  Organize students to clean the office or school computers for other staff members. • Students should call and verify an appointment time to clean the computer. • Students should call after the preventive maintenance visit to ask about computer performance improvements.  Ask the technical support staff if your students can watch them work during a class period.Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 11
  12. 12. Chapter 4: Outside Reading  Cisco Systems Website  Microsoft TechNet WebsitePresentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 12
  13. 13. Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 13
  14. 14. Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 14

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