Tuesday, December 11, 2007

ICAITS022B Determine client computing problems and action

ICAITS022B Determine client computing problems and action

Overview

We would all like an easy life. We would like systems to operate smoothly and without fault. However, when things do go wrong we need them fixed as quickly and with as little disruption as possible. It is important to consider and minimise the impact to users when changes are implemented. This topic will show you how to do this.

Inside this topic:

How users are impacted

How to minimise impact

Documenting and planning for the impact

Summary

1. How users are impacted

If you are like most people, losing the electrical power might be a major disaster. You could not cook, could not see and worst of all you could not watch television. It is now quite difficult to appreciate how people managed before we had a reliable electricity supply industry.

In the same way, organisations and users now depend upon their computer systems. Many systems are mission critical and if they were unavailable for even a few minutes they could cost the organisation millions of dollars.

Practice

Consider the impact of a systems failure for:

  • an airline check-in counter
  • a supermarket checkout
  • a bank ATM system
  • a word processor user
  • a small business using an accounting package.

2. How to minimise impact

It is most likely that every system can be considered critical at some moment in time. This then gives us a clue as to how we could minimise the impact of changes. We should schedule changes and upgrades to take advantage of “slack” periods (periods that are not so busy)

Practice

For the examples given earlier, when would each organisation or operator have a “slack” time?

Reflect

How could a user still be impacted by a revised version of the software?

3. Documenting and planning for the impact

It is important to clearly understand:

  • what the impact on users will be
  • what can be done to minimise the impact.

Then activities can be devised to minimise impact in the change process.

Documenting information is often a helpful way of clarifying a situation. The grid below has been developed to identify the severity of the impact on various users if their system were unavailable for different periods of time. This may be further refined to take into account different times of the day or month.

For example:

Dept A

10 mins

30 mins

1 hour

2 hours

4 hours

8 hours

Mon

1

2

3

4

5

5

Tue

1

2

3

4

5

5

Wed

1

2

3

4

5

5

Thur

1

2

3

4

5

5

Fri

1

2

3

4

4

5

Month end

0

0

1

2

3

5

Year end

0

0

0

1

2

3

Dept B

10 mins

30 mins

1 hour

2 hours

4 hours

8 hours

M

1

2

3

5

5

5

Where 5 = critical

Once it is known when users will be the most impacted, you can begin to plan around these days to ensure that you make changes or upgrades in the “slack” periods.

4. Summary

Now that you have completed this topic , reflect on the skills you now possess.

You should be able to carry out an impact analysis by:

  • recognising how users will be impacted
  • considering how to minimise impact
  • developing documentation and plans to minimise impact.

Maintain system integrity

ICAITSO17B

Maintain system integrity

Outline of unit content

On completion of this unit, learners should be able to protect and secure stand-alone or client server environments. Specifically, learners should be able to:

  • Carry out file maintenance
  • Carry out virus scanning
  • Follow software copyright procedures
  • Record software licences
  • Restore system back-up
  • Maintain Virus Protection.

Activities

Theory exercise 1

1

List 5 risks to a users computer data.

2

List 6 different types of media that can be used to backup data.

3

How would you determine what the backup requirements of an organization actually are? What factors would you consider? List 5.

4

What are the 3 different types of backup? In your answer explain the difference between them.

5

When you have set up a backup system, you would establish a record of the backup. What information do you think this record would include?

6

What does the term "Retention period" mean?

7

How do "Rotation Systems" work in relation to backups?

8

What is a Disaster Recovery Plan and what factors would you need to consider when creating this Plan?

Answers exercise 1

1.

Hardware/Software failure Unintentional file deletion File corruption Malicious software/viruses Sabotage and Theft Natural Disaster

2.

Tape Drives Floppy Disks Hard Disks Optical Media Removable Drives Network Resources

3.

How much data is to be backed up? Are unattended backups possible? How important is the data? How long can organisation work efficiently without the data? How often will backup be carried out? Who is responsible for ensuring backups are carried out? Where will backup media be stored? What backup software will be used?

4.

Full Backup - copies all files. Incremental Backup -copies all files that have changed since the last full or incremental backup. Differential Backup – copy all files that have changed since the last full backup.

5.

Date/Time of backup Backup Type Media used Name of person completing the backup Location of media Problems encountered

6.

Time period before backup media re-used Problems with short retention periods, e.g., virus infection of all backup media

7.

Media rotation Retention periods Protection against media failure

Written plan, detailing the steps an organisation will take to restore computer operations in the event of a disaster Contact details of emergency services and essential organisation personnel Equipment shutdown procedures Employee evacuation procedures System Restore procedures Return to Normal Operations procedures Testing of Disaster Recovery Plan

Theory exercise 2

1

In Windows, what is the purpose of the Registry?

2

In Windows 95, 98 and ME what files contain the Registry?

3

What's are the differences between a Long File Name and a Short File Name?

4

What are the "attributes" of a file?

5

Which file attribute is vital to the backup process? Explain how this attribute is used in the backup process.

6

List the steps you might use to backup the registry?

7

What is the purpose of the ScanDisk utility program provided with Windows?

8

On a PC, file extensions are used. Why?

9

Which file extensions generally indicate that the file is a program file of some kind?

10

When deciding where to store organisational data on a disk, would you store it with program files?

Answers exercise 2

1.

A central storehouse of information about all aspects of the computer, particularly the computers operating system, application software, hardware and the users.

2.

System.Dat & User.Dat

3.

Prior to the release of Windows 95, all DOS and Windows 3.1 files were limited to Short File Names (SFN). SFN can have a maximum of 8 characters for the name and a maximum of 3 letters for the file extension. Long File Names (LFN) can have up to 255 characters in the file name.

4.

Read Only System Hidden Archive

5.

Archive attribute. Usually, backup programs allow a user to carry out an incremental backup (backup of any files that have changed since the last backup). The archive attribute is used for this purpose. When the backup program backs up a file, it turns off the archive attribute. If the file is then changed the archive attribute is turned back on (ready to be backed up).

6.

Use the Registry Checker program (Windows98, ME) to backup the registry. Run this program from System Tools in the Start Menu or use the Run Box and enter scanreg.

7.

To scan a disk for logical, file system errors, e.g., lost clusters, cross linked files and File Allocation Table errors. Scandisk can detect and repair these errors.

8.

File extensions are used by software applications and operating systems to indicate which files are associated with which programs, e.g., the .doc extension is usually associated with the Microsoft Word program. The program does not have to open the file and look at the internal structure of the file itself to determine if it can use the file, it simply uses the file extension. File extensions allow the user and the operating system to arrange file by type.

9.

.exe, .com, .bat

10

Data should be stored separately from program files. This helps to maintain the integrity of data and simplifies backup and restore procedures.

Theory exercise 3

1

What is a computer virus?

2

What are 3 main categories of virus?

3

What’s a “Trojan Horse” program?

4

List 7 ways of preventing viruses from infecting your computer system.

5

If you were the Assistant Computer Support Officer (say for a large company) and discovered a computer virus what action do you think you would take?

6

What are some symptoms of viruses?

7

What does a Virus Definition File contain?

8

List 5 commercial Anti-Virus programs.

Answers exercise 3

Solutions to exercise 3

There are many excellent web sites on viruses and methods of protecting computer systems against viruses. Answers to the questions in this exercise can be found at the following sites;

www.cai.com/virusinfo/ Selecting this link will take you to an external site.
www.symantec.com/avcenter/ Selecting this link will take you to an external site.

Theory exercise 4

1

When you purchase software (say for a large company) why do you think it is important to record software licenses?

2.

What type of information would you record in a Software Licence Log?

3.

Why was the Business Software Association of Australia, established?

4.

If you were the Assistant Computer Support Officer (say for a large company) and discovered "illegal" software on one or more computers, what action do you think you would take?

5.

How can you determine if software on a computer is "illegal"?

6.

What's the difference between shareware and freeware?

7.

When you purchase retail software, what should you receive?

8.

What is a Software Site Licence?

Answers exercise 4

Solutions to exercise 4

The Business Software Association of Australia (BSAA) was established in 1989 to combat the increasing problem of software theft and piracy in Australia. The answers to the questions in this exercise can be found at the BSAA web site. There is a particularly informative BSAA Compliance Manual with guidelines for Software Registers. The web address is www.bsaa.com.au/ Selecting this link will take you to an external site.

Practical exercises

1

Use the backup program that comes with your operating system, e.g., Microsoft Backup, to backup selected files on a PC.

2

Rename some of the files you backed up in question 1, and then restore those files from your backup.

3

Use an archive program, e.g., Winzip, to compress a number of files over a number of floppy disks.

4

Use the internet to locate and download a free anti-virus program. Install the anti-virus program onto your computer.

5

Download a virus library update for the anti-virus program and install it.

6

Scan your system for viruses.

7

Audit your PC for illegal software.

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Glossary

Backup

To copy files to another media as a precautionary measure, in case the first media fails

Boot sector Infectors

Virus that infects the boot sector of a floppy or hard disk

Differential backup

Any files that have changed since the last full backup, are duplicated

Disaster recovery plan

Detailed, written plan describing how an organisation will restore computer operations, in the event of a disaster

File infectors

Virus that attack and modify program files, usually .exe and .com files. When the program is run the virus is executed

Full backup

All files in the system, including program files and data files, are duplicated

Incremental backup

Any files that have changed since the last full or incremental backup, are duplicated

Logic bomb

Virus that activates when it detects a certain condition, e.g., a certain date

Macro viruses

Makes use of the built in programming languages in Microsoft Word and Excel (VBA). A malevolent macro that duplicate themselves into other documents and spread just like any other virus once the file has been opened

Polymorphic virus

Virus which modifies its program code every time it attaches itself to another program file

Restore

The process where files are returned from a backup to their original condition and location

Software licence

The terms and conditions under which a piece of software may be used

Trojan Horse

A destructive program that masquerades as a harmless application. While Trojan Horses do not copy themselves they can do just as much damage as viruses

Virus

A program that is loaded onto your computer without your knowledge and runs without your consent. Most viruses can also replicate themselves

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Other resources

www.pcguide.com/care/bu/index.htm Selecting this link will take you to an external site.is a web site with very useful information on backup/restore procedures and virus prevention.

www.bsaa.com.au/ Selecting this link will take you to an external site.is the web site of the Business Software Association of Australia. It has a great deal of information on software licences, copyright, software piracy and guides to purchasing software.

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Install software applications

ICAITS015B

Install software applications

Outline of unit content

On successful completion of this competency, learners should be able to record, prioritise and escalate client requests. Specifically, the learner should be able to:

  1. Determine software or software upgrade requirements of clients:
    • Document and report client requirements to supervisor.
    • Act on supervisors instructions to meet client requirements in line with organisational guidelines, corporate purchasing, licensing arrangements and budget.
  2. Obtain software or software upgrade:
    • Obtain software under instruction from management.
    • Determine and record licensing requirements in line with organisational guidelines.
  3. Install software or upgrade:
    • Install upgrade to meet supervisor’s instructions.
    • Undertake process so clients experience minimal disruption.
    • Computer is installed to accept software.
    • Testing and acceptance are carried out in line with corporate guidelines.
    • Client requirements are satisfied. Amendments are made as required for client, or client is referred to appropriate person/supervisor if necessary.

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Resources

Web resources

SiSoftware Sandra (the System ANalyser, Diagnostic and Reporting Assistant) is an information & diagnostic utility. It should provide most of the information (including undocumented) you need to know about your hardware, software and other devices whether hardware or software.
www.sisoftware.demon.co.uk/sandra/ Selecting this link will take you to an external site.

Recommended reading

Installing software
Andy Ashdown and Andrew Easton
ISBN: 0 7894 7291 0
Publish date: Nov, 2007
72 pages
Dorling Kindersley (Essential Computer Series)

Description
Installing Software helps you master the basic skills of adding and removing programs on your PC, and includes: performing complete and custom installs from a CD-ROM, installing internet downloads, using a decompression program, downloading and installing a font, upgrading using Windows Update, using patches to fix problems, installing plug-ins, acquiring driver software, and maximizing your hard disk space by uninstalling old programs.

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Glossary

Sandy Bay Software's PC Webopaedia
An excellent on-line PC encyclopaedia, containing detailed descriptions of many PC terms and links to other pages. www.pcwebopaedia.com/ Selecting this link will take you to an external site.

Free On-line Dictionary of Computing
The most comprehensive dictionary of its kind, containing over 11,000 definitions. UK link - can be slow at times. foldoc.doc.ic.ac.uk/foldoc/index.html Selecting this link will take you to an external site.

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Activities

Activity 1: completing a system specification

Before you install software or even before you purchase it, you need to know if your existing hardware has the capacity and capability of running the new software. Now think what this means if you are required to organise a major upgrade of software organisation-wide. You need to know details of all of the computers on which the software/upgrade will be installed. You need to know if the PCs have enough memory, hard disk space, if the version of the operating system is compatible, are the workstations connected to the network?

If your organisation consists of a number of sites, it would take a lot of your time, if every time you needed to do an install, you needed to visit each site and carry out an investigation.

Information Technology departments usually keep detailed records of all the computer systems in the organisation. More often than not this information is stored in a database and is updated every time a change is made to a computer. The record containing the computer system details is often referred to as a System Specification.

Completing your system specification You will be provided with a blank system specification form. You are required to complete all the details on the System Specification form for the workstation you are using.

Aside from the tools provided within Windows, there is a range of software tools on the market that can assist you in gathering the information required.

Click here to download your System Specification form

Remember you will need to update your System Specification each time you install or uninstall software. Why? Because the amount of used/free hard disk space will have changed!

Activity 2: software maintenance log

It is important to maintain a record of the software maintenance carried out on a computer. There are a number of reasons for this:

  • Assists in maintaining software licence control
  • Assists in troubleshooting software problems
  • Provides a “software history” for the computer


In this activity you are required to design a Software Maintenance Log. The purpose of the log is to record all software installations, upgrades, un-installs and major configuration changes for the workstation you are using.

Design a software maintenance log
Design a form to record the installation and modification of software installed on your system. This form should include fields for the following information:

  • Details of the system to which log refers
  • Location of system
  • Details of installation (name of package, version, and any other details eg uninstall, reinstall, new install, upgrade, configuration change)
  • Name of Support Person undertaking the work
  • Date of installation/modification


You may use the following example as a guide:

Software Maintenance Log

PC Make/Model

Location

PC Serial No.

Date

Software Package and Version

Type of Maintenance*

Name

Signature

* Might be a New Install, Upgrade, Configuration Change, Un-install, or Re-install

You are to record on this form all software installations/modifications/ uninstalls carried out.

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Activity 3: software installation checklist

Having satisfied yourself that the available hardware has the capacity and capability to handle the software that you are going to install, and having purchased the software and recorded the licensing arrangements, you now need to plan the actual software installation, configuration and testing.

At all times it is important to try to minimise disruption to the client. You should follow organisational guidelines in relation to this. However, at the very least, you should contact the client, organise a time suitable for the install, and advise the client as to the length of time it is likely to take.

There are quite a number of tasks associated with software installation. These can be broken into three categories:

  • Pre-installation planning
    • Call logged to Help Desk
    • System specification checked
    • Software licence checked
    • Software obtained and backed up
    • Installation and configuration requirements obtained
    • Installation scheduled with client
  • Pre-installation system preparation and application testing
    • Virus scan run
    • User data backed up
    • Critical system files backed up
    • Startup disk available
    • Temp and Internet Temp files deleted
    • Recycle bin emptied
    • Scandisk run
    • Disk Defragmenter run
    • Selection of existing applications tested and output produced
  • Software installation, configuration and testing
    • Software installed in accordance with organisational standard
    • Software configured according to requirements
    • Software tested & output produced
  • Post-installation application testing and documentation
    • Existing applications re-tested and output produced
    • System specification updated
    • Software licence recorded
    • Software maintenance log updated
    • Help Desk call closed
    • Follow-up call to user
    • Client acceptance/sign-off

As you can see, there are a lot of tasks to keep track of. To assist in this process and ensure that all of the tasks are completed, a Software Installation Checklist form is often used. The Checklist lists all of the tasks to be undertaken and, as they are carried out, they are ‘checked off’ the list. The Checklist is used every time a software package is installed.

Based on the list of tasks discussed above create your own Software Installation Checklist form. Make sure you include space to record the package being installed, details of the system on which it is to be installed and columns so that you can ‘check off’ each task as you complete it.

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Review questions

Questions:

  1. What is a software licence?
  2. What does EULA stand for and what is it?
  3. What are the differences between a single-user, multi-user and site licence for software?
  4. List 5 effects of using illegal software.
  5. When installing software on a client’s workstation, it is important to be aware of the client’s needs. List 6 behaviours that you should exhibit when interacting with the client.
  6. Pre-Installation System Preparation and Application Testing are important aspects of the software installation process. List 9 tasks that should be undertaken as part of this process.
  7. Why would you run disk defragmenter before installing a software application?
  8. You have installed an upgraded version of a software package on a client’s workstation but the package will not work. Will you:\
    (a) Advise the client there is a problem and make a time to come back and fix it.
    (b) Advise the client there is a problem, re-instate the original software from the backup and advise client of the action you intend to take.
    (c) Ask the client to locate another machine to use in the interim and take away the machine with the faulty software to fix it.
    (d) Stay and fix the problem no matter how long it will take.
  9. Before installing a new application, a software support person should advise the client to:
    (a) backup all programs.
    (b) backup all data files.
    (c) compress the hard disk.
    (d) printout a directory tree structure of the workstation.
  10. What does the term ‘preferred supplier’ mean?

Answers

  1. A software license allows the purchaser to use the software under certain specified conditions. The license also stipulates what the purchaser may or may not do with the software.
  2. End User Licence Agreement. The EULA specifies the conditions under which a purchaser may use the software.
  3. Single-User: Software may be loaded on only one machine at a time.
    Multi-User: Specified number of licenses (eg 5-user; 10-user licence). May be loaded on a maximum of machines allowed by licence.
    Site: Licence that allows loading of the software on any/all machines at one physical location.
  4. Increased chance of viruses
    No support from manufacturer
    No access to upgrades
    No manuals
    Prospect of prosecution and fines
  5. Be diplomatic and polite
    Make sure you don’t “talk down” to the client
    Always ask before using the client’s telephone
    Don’t pile your belongings or tools on top of the client’s things
    Make sure you accommodate the client’s urgent business
    Protect the confidentiality of the client’s data
  6. Scan for viruses
    Back up user data
    Back up critical system files
    Make sure a Startup disk is available
    Delete Temp and Internet Temp files
    Empty the Recycle bin
    Run Scandisk
    Run Defragmenter
    Test a selection of existing applications and produce output
  7. So that the application is installed into a contiguous block of space on the hard disk.
  8. (b) Advise the client there is a problem, re-instate the original software from the backup and advise client of the action you intend to take.
  9. (b) backup all data files
  10. A preferred supplier is one who has a special relationship with a customer/company. This relationship usually means that the customer will, other things being equal, give the supplier a certain amount of (almost guaranteed) business during the course of a year. In return, the supplier is expected to match certain standards of quality and timeliness.

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Maintain equipment and consumables

ICAITU007B

Maintain equipment and consumables

On completion of this unit, learners should be competent in keeping computer systems operational.

They should have the ability to:

  1. Decide on an appropriate course of maintenance to ensure devices continue to work reliably.
  2. Use appropriate methods to manage consumables.
  3. Provide appropriate support to isolate and rectify common faults in peripheral devices.

Preventative Maintenance
Learn about the importance of preventative maintenance

Exercise 1
Short answer and true or false questions

Exercise 2
Multiple Choice questions

Case study 1
Client Services Environment case study and a written task for you to complete

Exercise 3
Short Answer Questions

Practical Exercise Hardware Maintenance
Practical exercises for you to complete to learn about hardware.

Sample Project
Mario & Luigi's Internet Café. Set up your own internet Café

Glossary
Explanation of terms that will help you with this unit

Other Resources
Useful links



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.

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Glossary

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 Selecting this link will take you to an external site.may be divided as it is stored on a hard disk Selecting this link will take you to an external site., 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 Selecting this link will take you to an external site.used to check your hard disk Selecting this link will take you to an external site.for errors and to correct problems that are found.

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Other resources

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 Selecting this link will take you to an external site.website has current resources available for teachers and students.

You can find definitions and quizzes Selecting this link will take you to an external site.on this site.

The Be Box Zone Selecting this link will take you to an external site.has a number of interesting bits of information as well as a diagram of a motherboard.

Loring Prest's Web site Selecting this link will take you to an external site.has a schematic of an older style computer motherboard.

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Activities

Exercise 1

  1. What does maintenance mean?
  2. Ink jet printers are more economical than laser printers.

TRUE

FALSE

  1. Describe the process of replacing a printer cartridge in an ink jet printer that uses a colour cartridge and a black cartridge.
  2. Printer driver means: -

The person using the printer

The software that the printer uses

The interface card used by the printer

  1. Paper supplies should be stored in a sealed container.

TRUE

FALSE

  1. 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?
  2. Paper dust is abrasive to the mechanism of a printer. What should you do to ensure the printer does not suffer undue wear?
  3. 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?
  4. Modern laser printers are only able to print in black.

TRUE

FALSE

  1. Describe the OH & S issues associated with servicing printers.

Suggested answers

Exercise 1

  1. Maintenance refers to rectifying faults and changing settings or components to ensure that equipment continues to work effectively.
  2. 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.
  3. 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
  4. The software that the printer uses.
  5. 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.
  6. 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.
  7. 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.
  8. 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.
  9. 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.
  10. 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.

Exercise 2


Multiple choice

  1. A backup procedure is:
    1. a method of going back to a previous copy
    2. a method of storing files for use in an emergency
    3. a method of compressing files ready for archiving
    4. a method of saving a hard copy of all text documents

  1. DPI stands for:
    1. desirable Print Index
    2. dots Per Inch
    3. double Page Indexing
    4. dots Per Interval
  2. Most printers currently use:
    1. parallel communication
    2. serial communication
    3. wireless communication
    4. network communication
  3. Which of the following is most likely to ensure a properly functioning mouse?
    1. updating the mouse drivers
    2. cleaning the buttons
    3. cleaning the ball and rollers
    4. cleaning the mouse pad
  4. A keyboard can be effectively cleaned by:
    1. vacuuming the keyboard.
    2. removing the key caps and brushing the keyboard.
    3. holding the keyboard upside down and gently tapping the bottom.
    4. hosing carefully with distilled water.


Suggested answers

Exercise 2

Multiple choice

  1. B
  2. B
  3. A
  4. C
  5. C

Case Study

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 Selecting this link will take you to an external site.to find out more about this product:

Questions

  1. How does the organisation create an effective service environment through verbal and non verbal communication?
  2. 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: -
    1. what are the organisation's guidelines for client hardware maintenance procedures? How do these differ from the way in which software problems are actioned?
    2. make a list of consumables that the organisation will need to order and maintain.
    3. 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.

  1. If there are a number of problems with a client, how are the problems prioritized ?
  2. 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?
  3. 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.
    1. routine maintenance (such as cleaning mouse rollers)
    2. common maintenance problems (replace printer cartridge)
    3. problem solving techniques used (such as file will not open in the application used to create it)
    4. suggestions for ongoing reliability of the system (maintenance and performance improvements).


Suggested answers

Case Study 1

Your responses could include the following.

  1. Staff meetings, emails, memos, notice board, letters, call logs, intranet.
  2. (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
  3. 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.
  4. 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.

Exercise 3

  1. What are some of the problems that a user would experience when a disk has many fragmented files on it?
  2. How are fragmented files made contiguous when maintaining computer storage devices?
  3. When should a backup of files be done?
  4. What are some of the ways in which files can be kept safe from damage ?
  5. What is the difference between SCANDISK and DEFRAG when managing files.
  6. What is the point of optimising a hard disk drive? Choose the best answer from the options below:
    1. making the commonly used files smaller in size.
    2. making the commonly used files more secure.
    3. making the commonly used files load faster.
    4. making the commonly used files save faster.
  7. Summarise the common directory structure created on most personal computers.
  8. 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

  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. C
  7. Your answer could include the following structure:
    Root Directory
    • Operating System
    • User preferences
    • Program Files
    • Specific Applications
    • Data Files
    • Individual users/departments
  8. 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

Practical Exercise Hardware Maintenance

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.

computers1.gif


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

computers_answers1.gif

Task 2

Label the features on the diagrams below from the list. Back plane, keyboard and mouse sockets, fan outlet.

computers2.gif

Suggested answers

Task 2

computer_answers2.gif



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

Practical Task

You can find diagrams of motherboards at the following sites:

The Be Box Zone Selecting this link will take you to an external site.has a number of interesting bits of information as well as a diagram of a motherboard.

Loring Prest's Web site Selecting this link will take you to an external 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.

Sample Project

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 -

sample_project.gif

Suggested answers

Sample Project

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.