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
Thursday, June 26, 2008
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