Thursday, June 26, 2008

Cluster 5 Troubleshooting

Qualification ICA40599 CERTIFICATE IV in IT – TECHNICAL SUPPORT and ICA50199 DIPLOMA of IT - SYSTEM ADMINISTRATION
Cluster and Units Name: Computer networks (Troubleshooting)

ICAITS025B Run Standard Diagnostic Tests; ICAITS031B Provide advice to clients; ICAITS107B Rectify system faults on a live system; ICAITS109B Evaluate system status; ICAITS023B Provide one-to-one instruction; ICAITS022B Determine client computing problems and action


Cluster 5 Troubleshooting
Assignment 1
Due 21th Mar 2007


Update your technical glossary of terms (minimum 20) to your knowledge base. Use the class discussion overview for the cluster as your primary source of terms.


Cluster 5 Troubleshooting
Assignment 2
Due 17th July 2006


Prepare a short report (3pages with diagrams) on the functions of Help Desk in an organisation.


Cluster 5 Troubleshooting
Assignment 3
Due 19th July 2006

Prepare a short report on the following topics

GENERAL (2 pages)

1. Troubleshoot @ http://en.wikipedia.org/wiki/Troubleshoot
2. Root cause analysis @ http://en.wikipedia.org/wiki/Root_cause_analysis
3. Scientific method @ http://en.wikipedia.org/wiki/Scientific_method
4. Trial and error @ http://en.wikipedia.org/wiki/Trial_and_error
5. http://en.wikipedia.org/wiki/Debugging @ http://en.wikipedia.org/wiki/Debugging

HARDWARE (3pages)

Troubleshooting Your Computer @ http://www.pcmech.com/show/troubleshoot/758/
Beep Codes@ http://www.pcmech.com/show/troubleshoot/14/
Common Hard Drive Problems@ http://www.pcmech.com/show/troubleshoot/68/

NETWORK (3 pages)

REAL Common Network Troubleshooting @http://www.pcmech.com/show/troubleshoot/353/

Windows 2000 Command Prompt Troubleshooting Tools
http://www.pcmech.com/show/troubleshoot/192/
Troubleshooting TCP/IP - Detailed Steps @
http://www.practicallynetworked.com/sharing/troubleshoot/

VIRUS (1 page)
http://computer.howstuffworks.com/virus.htm


Qualification ICA40599 CERTIFICATE IV in IT – TECHNICAL SUPPORT and ICA50199 DIPLOMA of IT - SYSTEM ADMINISTRATION
Cluster and Units Name: Computer networks (Troubleshooting)

ICAITS025B Run Standard Diagnostic Tests; ICAITS031B Provide advice to clients; ICAITS107B Rectify system faults on a live system; ICAITS109B Evaluate system status; ICAITS023B Provide one-to-one instruction; ICAITS022B Determine client computing problems and action

Cluster 5 Troubleshooting
Assignment 4
Due 21th Mar 2007

Question1: Use the information from the following 3 panes; prepare a reference using the proper format.



Answer 1:


Question 2: Go to the QUE website, what is the latest edition of this manual?


Answer 2:







Question 3: For the following three panes. What is the meaning of “system”, “component”, “external peripherals”, and “devices”?

Use the manual to find out about the meaning of:
BIOS
Non fatal error
Error code
Bootable
Fatal error
Properly grounded power supply
Non fatal error
POST
diagnostics
DOS









Answer 3:











Question 4: Use the pane below, find out what is the meaning of:

Secured
Configuration
Driver
Switches
Jumpers
Add-on boards
Input voltage
SIMS
DIMS
Reseating
Operating system



Answer 6:






Question 5: Use the pane below, find out what are:
Crash
RAM
CMOS
RIMMS
Brownout
Random
Outage


Answer 5:






Question 6: Use the pane given below, what are:

Minimum hardware requirement
Scan
Latest antivirus software


Answer 6:


Question 7: Use the pane given below, what are:
Interrupt
DMA
I/O address
Improper board installation


Answer 7:



Qualification ICA40599 CERTIFICATE IV in IT – TECHNICAL SUPPORT and ICA50199 DIPLOMA of IT - SYSTEM ADMINISTRATION
Cluster and Units Name: Computer networks (Troubleshooting)

ICAITS025B Run Standard Diagnostic Tests; ICAITS031B Provide advice to clients; ICAITS107B Rectify system faults on a live system; ICAITS109B Evaluate system status; ICAITS023B Provide one-to-one instruction; ICAITS022B Determine client computing problems and action


Cluster 5 Troubleshooting
Assignment 5
Due 21th Mar 2007


Using the PC Upgrade and repairs e-book videos

Prepare a short description of the clips 1 to 10

For each clip, identity 3 technical terms and find out about there meaning.



Qualification ICA40599 CERTIFICATE IV in IT – TECHNICAL SUPPORT and ICA50199 DIPLOMA of IT - SYSTEM ADMINISTRATION
Cluster and Units Name: Computer networks (Troubleshooting)

ICAITS025B Run Standard Diagnostic Tests; ICAITS031B Provide advice to clients; ICAITS107B Rectify system faults on a live system; ICAITS109B Evaluate system status; ICAITS023B Provide one-to-one instruction; ICAITS022B Determine client computing problems and action


Cluster 5 Troubleshooting
Assignment 6
Due 21st Mar 2007


Using the notes in the Help Desk Folder on K drive

Prepare three Power Point files using the following documents:

The top user complaints about it support[1].doc

The 10 worst ways to communicate with end users[1].doc

10 extra questions to help you make the best help desk hire[1].doc


Qualification ICA40599 CERTIFICATE IV in IT – TECHNICAL SUPPORT and ICA50199 DIPLOMA of IT - SYSTEM ADMINISTRATION
Cluster and Units Name: Computer networks (Troubleshooting)

ICAITS025B Run Standard Diagnostic Tests; ICAITS031B Provide advice to clients; ICAITS107B Rectify system faults on a live system; ICAITS109B Evaluate system status; ICAITS023B Provide one-to-one instruction; ICAITS022B Determine client computing problems and action


Cluster 5 Troubleshooting
Assignment 7
Due 21st Mar 2007



Prepare two Power Point files on the topics “Negotiations” and “Change Management”

For your reference, use the following sites:
http://en.wikipedia.org/wiki/Negotiation

http://en.wikipedia.org/wiki/Change_management

Each file should be around 10 to 15 slides, together with notes.





Qualification ICA40599 CERTIFICATE IV in IT – TECHNICAL SUPPORT and ICA50199 DIPLOMA of IT - SYSTEM ADMINISTRATION
Cluster and Units Name: Computer networks (Troubleshooting)

ICAITS025B Run Standard Diagnostic Tests; ICAITS031B Provide advice to clients; ICAITS107B Rectify system faults on a live system; ICAITS109B Evaluate system status; ICAITS023B Provide one-to-one instruction; ICAITS022B Determine client computing problems and action



Cluster 5 Troubleshooting
Assignment 8
Due 21st Mar 2007



Prepare a Power Point file on the topic “Business Domain”

You need to build a business relation with your client before you can provide service to the client. As you are in IT and you are providing help desk and system administration services, you need to know the business.


Study the graph @ http://www.workplace.gov.au/NR/rdonlyres/B8A3D45B-193C-410D-B081-DC2D10525E31/0/B13MainEmployingIndustriesStGeorgeSutherlndESA.gif

Choose two categories from the list. From the categories, choose a subcategory.

For a case study on a “Business Domain”, prepare an information grid for your two choices.






\


In the information grid for you case study, compile the following information.

Category
Subcategory
(Experience)
You have worked in it
(Knowledge)
You have not worked in it, but have knowledge
(Need to develop knowledge)
You would like to work in it




















The information lists you need to gather for the business domain case study are:


External Entities relating to your business domain such as:

· Clients (types)
· Suppliers (types)
· Financial Institutions (types)
· Transport (types)
· Government (3 levels, Departments and legislation)
· IT suppliers for hardware and software
· Others

Internal process and structure such as:

· Workflows
· Organisation
· Mission Statement
· Vision Statement
· Network type and configuration





Qualification ICA40599 CERTIFICATE IV in IT – TECHNICAL SUPPORT and ICA50199 DIPLOMA of IT - SYSTEM ADMINISTRATION
Cluster and Units Name: Computer networks (Troubleshooting)

ICAITS025B Run Standard Diagnostic Tests; ICAITS031B Provide advice to clients; ICAITS107B Rectify system faults on a live system; ICAITS109B Evaluate system status; ICAITS023B Provide one-to-one instruction; ICAITS022B Determine client computing problems and action


ROLE PLAYS
Cluster 5 Troubleshooting
Assignment 9
Due 21th Mar 2007


This assignment is done in pairs.

Scenario:

Prepare and act out a role play for Troubleshooting Windows XP

Step 1: Gather information on “error checking”, “de-fragmentation” or “backup”
(Refer to Figure 1)

Step 2: Develop a set of instructions to train a user. You need to use a series of screen dumps.

Step 3: Create a role play with the following structure:

Person A: Technician
Person B: Office Staff

Role-play scripts for Person A and B to ensure that Person B can use the Windows XP hard disk tools

The scripts need to have the following:

Dialogues for interaction between person A and B
Person A: Introduction
Person A: Instruction steps to arrive at the pop up menu depicted in Figure 1 and proceed with one of the three options
Person A: Demonstrates the steps
Person B: Follows the demonstrated steps
Person A: Observes Person B to correct for any problems
Person B: Corrects any problems
Person A: Close out (leave instructions such as “if you need any further help go to…or …ring …..Etc)






Figure 1: Windows XP Hard Disk Tools