ICAITU007B
On completion of this unit, learners should be competent in keeping computer systems operational.
They should have the ability to:
- Decide on an appropriate course of maintenance to ensure devices continue to work reliably.
- Use appropriate methods to manage consumables.
- Provide appropriate support to isolate and rectify common faults in peripheral devices.
Preventative Maintenance
It is important to maintain equipment and consumables. Routine or preventative maintenance ensures that the computer equipment will remain in good working order. Examples of preventative maintenance on computer equipment is the cleaning of your keyboard, monitor and mouse.
The keyboard can be cleaned by turning the keyboard upside down and gently tapping the bottom of the keyboard. Monitors can be cleaned with a damp cloth. The mouse requires regular maintenance as the tracking ball under the mouse collects dust as it rolls inside the mouse. To clean the mouse, turn it upside, remove the panel, clean the tracking ball and the rollers inside the mouse.
Printers require routine maintenance as well. Clearing out paper jams, changing cartridges and cleaning the printer will lengthen the life of your printer. Most printers have a print head cleaning function or you can use a print head cleaning kit. Make sure that you read the manufacturer's instructions before you perform any maintenance.
Consumables like floppy disks, CD's and paper require correct storage to ensure that they will be usable when required. They should be stored in a clean, dry area. To ensure that the moisture content of the paper is kept at an optimum level, paper should be stored in a sealed container. Moist paper tends to curl and jam in the paper path of a printer.
| Backup | A method of storing files for use in an emergency. The backup medium includes tape, disk or CD |
| Defrag | Defragmentation is the process of locating the non contiguous fragments of data into which a computer file  may be divided as it is stored on a hard disk , and rearranging the fragments and restoring them into fewer fragments or into the whole file. |
| Hard Copy | The output from software applications printed and stored on paper. |
| Inventory | A record of items in stock. This is used to track consumables or to accurately describe devices. |
| Maintenance | Maintenance refers to rectifying faults and changing settings or components to ensure that equipment continues to work effectively. |
| Non-routine Maintenance | When a device or its components are serviced to rectify a specific fault. Procedures such as replacing a faulty floppy disk drive or adding extra RAM to a poorly performing computer are some examples of non-routine maintenance. |
| Print Server | A network node which stores print jobs and then passes them to the printer. This action frees up the network from the slow printer output speed causing network congestion. |
| Printer Bubble Jet | A printer which uses the process of spraying the ink onto the page by superheating a bubble of ink to eject the spray onto the paper. |
| Printer Dot Matrix | An impact printer that uses a series of pins to press an inked ribbon onto the paper surface to create a character or image. |
| Printer Driver | The software the printer uses to interpret the signals from the various applications that have the ability to output hard copy. |
| Printer Impact | A printer that forms the characters and images on the paper by physical contact. They can be used to make a real time carbon copy. |
| Printer Ink Jet | A non-impact printer that sprays the ink onto the paper through a series of fine nozzles. |
| Printer Laser | A printer that uses electrically charged powdered toner to create the image, which is then fused onto the paper using heated rollers. They are more expensive to purchase than ink jet printers, however they are often economical to operate. |
| Printer Networked | A printer that can be set up as a network node and store and then print jobs from a number of remotely connected computers. |
| Printer non-impact | A printer that does not cause an impression to be made on the page. |
| Purchase Order | The initial order which is a record of the items to be ordered and the associated auditing details. |
| Routine Maintenance | When a device or its components are serviced as a matter of course. Procedures such as adding paper to the printer tray, cleaning the ink jet cartridges, aligning the print heads or changing toner cartridges are some examples of routine maintenance. |
| ScanDisk | Scandisk is a Windows utility used to check your hard disk for errors and to correct problems that are found. |
John Hamilton (editor), 2000, Fundamentals of Systems Administration, Eastern House, Victoria
John Hamilton, Chris Huber, Ian Kenny, 2001, Essentials of IT Volume 2, Eastern House, Victoria
The GoVET website has current resources available for teachers and students.
You can find definitions and quizzes on this site.
The Be Box Zone has a number of interesting bits of information as well as a diagram of a motherboard.
Loring Prest's Web site has a schematic of an older style computer motherboard.
Activities
- What does maintenance mean?
- Ink jet printers are more economical than laser printers.
- Describe the process of replacing a printer cartridge in an ink jet printer that uses a colour cartridge and a black cartridge.
- Printer driver means: -
| The person using the printer | The software that the printer uses | The interface card used by the printer |
- Paper supplies should be stored in a sealed container.
- After installing a new word processing application on a client's computer the printer will not print. You suspect the printer driver has a fault. What would you do?
- Paper dust is abrasive to the mechanism of a printer. What should you do to ensure the printer does not suffer undue wear?
- Your printer is printing with bands across the characters. What is the likely cause of this and what could you do to remedy the fault?
- Modern laser printers are only able to print in black.
- Describe the OH & S issues associated with servicing printers.
Suggested answers
Exercise 1
- Maintenance refers to rectifying faults and changing settings or components to ensure that equipment continues to work effectively.
- False. The initial cost of a laser printer is higher as is the cost of a toner cartridge, however the speed of printing and the number of pages able to be printed before the cartridge must be replaced is much higher in a laser printer.
- Your answer should include the following steps.
- move carriage to servicing position
- remove cartridges
- replace cartridges
- align cartridges
- test print
- record in the maintenance log
- The software that the printer uses.
- True. To ensure that the moisture content of the paper is kept at an optimum level, paper should be stored in a sealed container. Moist paper tends to curl and jam in the paper path of a printer.
- Your answer could include the following procedures.
- run a test print, if available, from the printer program.
- download the latest printer driver if available from the web site of the printer manufacturer.
- delete the current printer driver.
- install the new printer driver.
- print a test page.
- load the new application and try a test print from that program.
- Your answer could include the following procedures.
- use higher quality paper
- regularly vacuum dust from the mechanism.
- keep the printer covered when not in use to exclude other types of dust from the mechanism.
- The likely cause is the print head requires cleaning. Your answer could include the following:
- use the print head cleaning function (this uses a lot of ink).
- use a print head cleaning kit.
- False. There are colour laser printers on the market. They are still more expensive to purchase and maintain than black and white printers of a similar quality.
- Your answer could include the following procedures.
- avoid contact with the skin of either ink or toner powder by using gloves.
- avoid inhaling the fumes or the powdered toner by using a dust mask and also service in a well-ventilated room.
- avoid inhaling the paper dust when cleaning the paper path.
Multiple choice
- A backup procedure is:
- a method of going back to a previous copy
- a method of storing files for use in an emergency
- a method of compressing files ready for archiving
- a method of saving a hard copy of all text documents
- DPI stands for:
- desirable Print Index
- dots Per Inch
- double Page Indexing
- dots Per Interval
- Most printers currently use:
- parallel communication
- serial communication
- wireless communication
- network communication
- Which of the following is most likely to ensure a properly functioning mouse?
- updating the mouse drivers
- cleaning the buttons
- cleaning the ball and rollers
- cleaning the mouse pad
- A keyboard can be effectively cleaned by:
- vacuuming the keyboard.
- removing the key caps and brushing the keyboard.
- holding the keyboard upside down and gently tapping the bottom.
- hosing carefully with distilled water.
Suggested answers
Exercise 2
Multiple choice
- B
- B
- A
- C
- C
Client Services Environment
Most organisations have computing equipment which will require maintenance to keep it in good working order. In some cases individuals are responsible for their own equipment, in other organisations there is a section, often the information technology section, that is responsible for all computing equipment in the organisation.
To ensure that resources required at a critical time are available and in good condition, it is often necessary for the information technology section to manage the ordering and storage of consumables like printer cartridges, storage devices and cables. It is also their responsibility to monitor the shelf life of these consumables. This includes rotating stock to make sure that the consumables that are purchased first are used first.
Your task
Choose an information technology organisation that you have studied or participated in for work placement and complete the following questions
OR
Use the following scenario to answer the questions.
Scenario
Helpdesk Solutions is an organisation that receives and logs up to 400 helpdesk calls a day. The organisation prides itself on its prompt call logging service and problem resolution rate.
Equipment maintenance is a key factor in reducing these help desk calls. Common routine procedures are documented on the intranet as are frequently asked client questions with appropriate answers.
The helpdesk software that is used by this organisation is called Remedy. It records all calls, who is responsible for resolving each call and the progress of each call. Have a look at the Remedy internet site to find out more about this product:
Questions
- How does the organisation create an effective service environment through verbal and non verbal communication?
- Each organisation will have procedures to follow when dealing with a client problem.
For example when a hardware problem occurs, such as a faulty keyboard, service personnel will generally follow a different action plan to that used to resolve a software problem, such as word processing software not opening a document.
With respect to this: - - what are the organisation's guidelines for client hardware maintenance procedures? How do these differ from the way in which software problems are actioned?
- make a list of consumables that the organisation will need to order and maintain.
- how does the organisation maintain a log of all requests for work to be carried out on a particular computer or printer? Create an example for a typical computer fault. The diary/log can be paper-based or electronic.
Sample format -
| Date of problem | Name of person who logged problem | Nature of problem/task | Nature of action taken | Date action taken | Further action required |
| | | | | | |
| | | | | | |
| | | | | | |
** Additional details may be required depending on the nature of the organisation. Check if a maintenance log already exists in the organisation.
- If there are a number of problems with a client, how are the problems prioritized ?
- What method is there to keep track of client documents and service records to ensure that previous service actions can be reviewed and documents can be reloaded from the backups?
- Write a report, summarizing the following procedures carried out on a typical networked workstation and printer which are in use over the full working day. Base your answer on your work placement or your school/college computers.
- routine maintenance (such as cleaning mouse rollers)
- common maintenance problems (replace printer cartridge)
- problem solving techniques used (such as file will not open in the application used to create it)
- suggestions for ongoing reliability of the system (maintenance and performance improvements).
Suggested answers
Case Study 1
Your responses could include the following.
- Staff meetings, emails, memos, notice board, letters, call logs, intranet.
- (a)The organisation would have guidelines relating to warranties and contracts for hardware. Hardware problems are usually diagnosed via tests to identify the problem and the faulty hardware is replaced. If necessary the supplier of the product is contacted. Software problems are actioned by giving the user a set of instructions to try to resolve the issue. If a bug is discovered in the software, the details of the bug are logged with the supplier.
(b) Consumables include paper, toner cartridges, floppy disks, zip disks and CD's.
(c) Helpdesk software is used to record all the calls logged. Reports can be produced for specific computers, printers or type of printer - Organisations set guidelines for prioritisation and escalation of problems. Those problems which prevent a person from performing their job or a critical task are dealt with first, such as a user being unable to log on, or a faulty monitor preventing a user from completing an urgent task. Upgrades and enhancements are actioned when there is time.
- The organisation would have a backup policy. Usually corporate data is backed up daily. Individuals often use network drives which are backed up. As helpdesk software records all client calls, a service report would be available detailing the backup file location for the user.
- What are some of the problems that a user would experience when a disk has many fragmented files on it?
- How are fragmented files made contiguous when maintaining computer storage devices?
- When should a backup of files be done?
- What are some of the ways in which files can be kept safe from damage ?
- What is the difference between SCANDISK and DEFRAG when managing files.
- What is the point of optimising a hard disk drive? Choose the best answer from the options below:
- making the commonly used files smaller in size.
- making the commonly used files more secure.
- making the commonly used files load faster.
- making the commonly used files save faster.
- Summarise the common directory structure created on most personal computers.
- If you were asked to move a computer from one department to another for use by another user, what precautions would you take?
Suggested answers
Exercise 3
- The files are slow to load because the read/write head must be moved over many sections of the disk to read all of the files segments. This also means more wear on the head positioning components.
- You can use the file defragmentation program that is part of the Windows operating system. This makes all of the files contiguous. It will also optimise the files to place the most commonly used files in the part of the disk structure that is the fastest to access and the files that are not often used in the slowest part of the disk.
- Your answer could include the following points:
- backing up is generally only done when the files are not currently in use. For this reason different parts of an organisations may back up files at a different times.
- generally, you back up as often as the outlay of time and effort to back up, is less than the time and effort taken to replace the files. For sensitive or financial data this may be very often, for less important documents it may be daily or even weekly.
- files that are sensitive or of an important nature could be backed up at lunchtime and close of business each day.
- Generally files that have been backed up are removed from the place where the original files are stored. Banks often have a remote storage facility where backups are kept secure and safe from tampering or damage.
- Scandisk checks for the file structure and ensures that all entries in the file allocation table match the reported values. It will attempt to reconcile irregular values to allow the file to be stored securely.
Defrag searches for non contiguous file fragments and moves them into adjoining sectors on the disk to speed up the loading of the files. - C
- Your answer could include the following structure:
Root Directory - Operating System
- User preferences
- Program Files
- Specific Applications
- Data Files
- Individual users/departments
- Your answer could include the following precautions:
- ensure you informed the previous user that the machine is to be relocated
- perform a backup of the data files to ensure that files could be retrieved
- ensure that the computer is functioning correctly
- delete the data directories
- update the inventory documents
In this exercise you will label the external features of a computer. You will need access to a computer to help you identify the parts. Some internet sites have been included in the answer section to help you learn more about computer hardware.
Systems Box
A typical computer system has a systems box which houses the motherboard, power supply, drives in drive bays, expansion slots and speaker. The case can be of a type that lies flat on the desk, called a desk top or one that is placed on edge, called a tower. This case is used to keep the components secure and isolated away from electrical interference.
It generally has a number of layers on the lid for strength and protection. A number of vents allow for a controlled airflow from the power supply and processor fan to keep the components at a satisfactory operating temperature.
Task 1
Label the features on the diagrams below from the following list: desk top case, tower case, 1.44 floppy disk drive, air vents, on/off switch, reset switch, front plane.
BACK PLANE
On the back of the systems box is the area where all of the peripheral devices are plugged in. This is called the BACK PLANE and has a number of interface cards that have been inserted into the expansion slots inside the case.
Suggested answers
Practical Exercise
Task 1
Task 2
Label the features on the diagrams below from the list. Back plane, keyboard and mouse sockets, fan outlet.
Suggested answers
Task 2
A Typical System
Generally most personal computer systems consist of the systems box, keyboard, mouse, monitor, printer, modem and commonly now a network interface card.
Practical task
- In groups, carefully disassemble one of the systems boxes that your teacher has prepared. You need to manage the task so that all components are put back in their correct placement when you reassemble the boxes.
- What method(s) will you use to ensure you know where the components are to be reconnected?
- Once everything has been removed, use a digital camera to capture an image of the components.
- Correctly reassemble all of the components of the systems box.
- Open the digital photograph in a paint program and add labels to the image(s) to identify all of the major components. You can use the internet or texts to find out any components you are unsure of. Try to label as many of the components on the motherboard as possible.
Suggested answers
You can find diagrams of motherboards at the following sites:
The Be Box Zone has a number of interesting bits of information as well as a diagram of a motherboard.
Loring Prest's Web site has a schematic of an older style computer motherboard.
A possible procedure for dismantling a system unit
- collect the correct tools for the type of computer you are working on
- ensure you are allowed to dismantle the machine
- clear an appropriate work space
- remove ALL connecting cable to ensure the unit is isolated from any power source
- remove screws or clips and note where they came from (especially important if there are different lengths or thread types)
- take note of where various cables and jumpers are connected and ESPECIALLY THEIR ORIENTATION. Masking tape and diagrams/digital images are good for recording where cables, etc go back.
- reassemble the system box, ensuring all components are where they originally came from.
Mario & Luigi's Internet Café
| Mario has always wanted to own his own café with a super stainless steel, cappuccino machine and gelato of any imaginable flavour. Luigi is a computer whiz. Together, they have decided to open Mario & Luigi's Internet Café. Mario and Luigi have bought an empty office in downtown Suburbia. Now what do they do to turn an empty space in to an internet café ? |
It is your job as a systems analyst to create a proposal to solve your new client's problem.
The proposal is to be in the form of a report. Include -
- Hardware requirements
- a printing service is required (customers pay a price per page) - Software requirements
- Furniture required for customers to use the computer facilities
- Associated costs for - hardware, software, networking equipment, internet access, and systems analyst's contract fee.
- List as many products or services you can think of that will be required.
- Write maintenance procedures for all the computing facilities
- Ongoing customer support and service
- Draw a floor plan and network diagram
Create a log of your research. Include the date you accessed the information and list your sources such as internet sites, reference books and magazines
The dimensions of the office space are -
Suggested answers
Tips
Do a search on the internet to locate an internet caf site. Research their services and equipment.
A trip to an internet café is a good idea, have a talk to the owner to see how they went about setting up the system and the service. Find out about their maintenance procedures and schedule and then incorporate these details into your report.
When presenting your project you need to produce a technical report on the different aspects of your network design.
The main focus of your report should be on gathering the data from the clients and then researching to find appropriate costs and suppliers.
