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IT Essentials: PC Hardware and Software Companion Guide, 4th Edition

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  • About
  • Description
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  • Sample Content
  • Updates

Features

  • New Companion Guide format complements the online curriculum with insight and instruction from Academy instructors
  • A portable reference that supports all the topics in the new course, aligning 1:1 with course modules
  • Features improved readability, enhanced topic explanations, real-world examples, and all new graphical presentations
  • Aligned to new A+ objectives
    • Copyright 2011
    • Dimensions: 8-1/2" x 9-1/4"
    • Pages: 792
    • Edition: 4th
    • Book
    • ISBN-10: 1-58713-263-X
    • ISBN-13: 978-1-58713-263-6

    IT Essentials: PC Hardware and Software Companion Guide, Fourth Edition, supports the Cisco Networking Academy IT Essentials: PC Hardware and Software version 4.1 course. The course provides an introduction to computer components, laptops and portable devices, wireless connectivity, security and safety, environmental concerns, and diagnostic tools.

    As a CompTIA Authorized Quality Curriculum, the course helps you prepare for the CompTIA A+ certification. The fundamentals part of the course, covered in Chapters 1–10, helps you prepare for the CompTIA A+ Essentials exam (220-701). You learn the fundamentals of computer technology, networking, and security and validate the communication skills and professionalism required of all entry-level IT professionals. The advanced part of the course, covered in Chapters 11–16, helps you prepare for the CompTIA A+ Practical Application exam (220-702), providing more of a hands-on orientation and scenarios in which troubleshooting and tools must be applied to resolve problems. Students must pass both exams to earn the CompTIA A+ certification.

    The features of the Companion Guide are designed to help you study and succeed in this course:

    Chapter objectives—Review core concepts by answering the focus
    questions listed at the beginning of each chapter.

    Key terms—Refer to the updated lists of networking vocabulary introduced and turn to the highlighted terms in context. 

    Check Your Understanding Questions and Answer Key—Evaluate your readiness with the updated end-of-chapter questions that match the style of questions you see on the online course quizzes.

    Virtual Desktop, Virtual Laptop, and Packet Tracer Activities, on the CD that accompanies this book, are virtual learning tools to help you develop critical thinking and complex problem-solving skills. New for this edition, Cisco Packet Tracer simulation-based learning activities promote the exploration of networking and network security concepts and allow you to experiment with network behavior.

    All the Labs, Worksheets, and Class Discussion Exercises from the course are available in the separate book, IT Essentials: PC Hardware and Software Lab Manual, Fourth Edition. More than 120 activities emphasize the practical application of skills and procedures needed for hardware and software installations, upgrades, and troubleshooting systems.

    IT Essentials: PC Hardware and
    Software
    Lab Manual
    Fourth Edition

    ISBN-10: 1-58713-262-1
    ISBN-13: 978-1-58713-262-9

    Related Title:

    IT Essentials: PC Hardware and
    Software
    Course Booklet
    Version 4.1

    ISBN-10: 1-58713-261-3
    ISBN-13: 978-1-58713-261-2

    Companion CD-ROM

    The CD-ROM contains all of the Virtual Desktop Activities, Virtual Laptop Activities, and Packet Tracer Activities referenced throughout the book. Designed and developed by the Cisco Networking Academy, these standalone tools supplement classroom learning by providing “hands-on” experience where real equipment is limited. (Note: the Packet Tracer software is not included with this CD. Ask your instructor for access to Packet Tracer.)

    Downloads

    IT Essentials v4.1: Download Updated Material

    Windows 7 content has been added to both exams required to achieve CompTIA A+ certification: CompTIA A+ Essentials (220-701) and CompTIA A+ Practical Application (220-702). Cisco Press now offers this updated content in a free supplement, for use with your Companion Guide. Download it now:

    IT Essentials v4.1—CompTIA A+—Windows 7 Supplement (2.8 MB .pdf)

    Downloadable Sample Chapter

    Download these free chapters to get ready for your fall course.

    Chapter 1: Introduction to the Personal Computer
    Chapter 2: Safe Lab Procedures and Tool Use
    Chapter 3: Computer Assembly—Step by Step
    Chapter 4: Basics of Preventive Maintenance and Troubleshooting
    Chapter 5: Fundamental Operating Systems

    Sample Pages

    Download the sample pages (includes Chapter 3 and Index)

    Table of Contents

    Introduction

    Chapter 1 Introduction to the Personal Computer

    Objectives

    Key Terms

    Explain IT Industry Certifications

        Identify Education and Certifications

        Describe the A+ Certification

        Describe the EUCIP Certification

            Module 1: PC Hardware

            Module 2: Operating Systems

            Module 3: Local Area Network and Network Services

            Module 4: Expert Network Use

            Module 5: IT Security

    Describe a Computer System

    Identify the Names, Purposes, and Characteristics of Cases and Power Supplies

        Describe Cases

        Describe Power Supplies

            Connectors

            Electricity and Ohm’s Law

    Identify the Names, Purposes, and Characteristics of Internal Components

        Identify the Names, Purposes, and Characteristics of Motherboards

        Identify the Names, Purposes, and Characteristics of CPUs

        Identify the Names, Purposes, and Characteristics of Cooling Systems

        Identify the Names, Purposes, and Characteristics of ROM and RAM

            ROM

            RAM

            Memory Modules

            Cache Memory

            Error Checking

        Identify the Names, Purposes, and Characteristics of Adapter Cards

        Identify the Names, Purposes, and Characteristics of Storage Drives

            Floppy Drive

            Hard Drive

            Optical Drive

            External Flash Drive

            Types of Drive Interfaces

        Identify the Names, Purposes, and Characteristics of Internal Cables

    Identify the Names, Purposes, and Characteristics of Ports and Cables

        Serial Ports and Cables

        Modem Ports and Cables

        USB Ports and Cables

        FireWire Ports and Cables

        Parallel Ports and Cables

        SCSI Ports and Cables

        Network Ports and Cables

        PS/2 Ports

        Audio Ports

        Video Ports and Connectors

    Identify the Names, Purposes, and Characteristics of Input Devices

    Identify the Names, Purposes, and Characteristics of Output Devices

        Monitors and Projectors

        All-in-One Printer

        Speakers and Headphones

    Explain System Resources and Their Purposes

        Interrupt Requests

        Input/Output (I/O) Port Addresses

        Direct Memory Access

    Summary

    Summary of Exercises

    Check Your Understanding

    Chapter 2 Safe Lab Procedures and Tool Use

    Objectives

    Key Terms

    Explain the Purpose of Safe Working Conditions and Procedures

        Identify Safety Procedures and Potential Hazards for Users and Technicians

            General Safety Guidelines

            Electrical Safety Guidelines

            Fire Safety Guidelines

        Identify Safety Procedures to Protect Equipment from Damage and Data from Loss

            Electrostatic Discharge

            Electromagnetic Interference

            Climate

            Power Fluctuation Types

            Power Protection Devices

        Identify Safety Procedures to Protect the Environment from Contamination

            Material Safety Data Sheet

            Proper Disposal of Batteries

            Proper Disposal of Monitors or CRTs

            Proper Disposal of Toner Kits, Cartridges, and Developers

            Proper Disposal of Chemical Solvents and Aerosol Cans

    Identify Tools and Software Used with Personal Computer Components and Their Purposes

        Identify Hardware Tools and Their Purpose

            ESD Tools

            Hand Tools

            Cleaning Tools

            Diagnostic Tools

        Identify Software Tools and Their Purpose

            Disk Management Tools

            Protection Software Tools

        Identify Organizational Tools and Their Purpose

            Personal Reference Tools

            Internet Reference Tools

            Miscellaneous Tools

    Implement Proper Tool Use

        Demonstrate Proper Use of an Antistatic Wrist Strap

        Demonstrate Proper Use of an Antistatic Mat

            Antistatic Mat

            Workbench

        Demonstrate Proper Use of Various Hand Tools

            Screws

            Flat-Head Screwdriver

            Phillips-Head Screwdriver

            Hex Driver

            Part Retriever, Needle-Nose Pliers, or Tweezers

        Demonstrate Proper Use of Cleaning Materials

            Computer Cases and Monitors

            LCD Screens

            CRT Screens

            Component Contacts

            Keyboard

            Mouse

    Summary

    Summary of Exercises

        Labs

        Worksheets

    Check Your Understanding

    Chapter 3 Computer Assembly—Step by Step

    Objectives

    Key Terms

    Open the Case

    Install the Power Supply

    Attach the Components to the Motherboard and Install the Motherboard

        Install a CPU and a Heat Sink/Fan Assembly

            CPU

            Heat Sink/Fan Assembly

        Install the RAM

        Install the Motherboard

    Install Internal Drives

    Install Drives in External Bays

        Install the Optical Drive

        Install the Floppy Drive

    Install Adapter Cards

        Install the NIC

        Install the Wireless NIC

        Install the Video Adapter Card

    Connect All Internal Cables

        Connect the Power Cables

            Motherboard Power Connections

            SATA Power Connectors

            Molex Power Connectors

            Berg Power Connectors

        Connect the Data Cables

            PATA Data Cables

            SATA Data Cables

    Reattach the Side Panels and Connect External Cables to the Computer

        Reattach the Side Panels to the Case

        Connect External Cables to the Computer

            Floppy Drive Data Cables

    Boot the Computer for the First Time

        Identify Beep Codes

        Describe BIOS Setup

    Summary

    Summary of Exercises

        Labs

        Virtual Desktop Activities

    Check Your Understanding

    Chapter 4 Basics of Preventive Maintenance and Troubleshooting

    Objectives

    Key Terms

    Explain the Purpose of Preventive Maintenance

        Hardware

        Software

        Benefits

    Identify the Steps of the Troubleshooting Process

        Explain the Purpose of Data Protection

            Data Backup

        Identify the Problem

            Conversation Etiquette

            Open-Ended Questions

            Closed-Ended Questions

            Documenting Responses

            Event Viewer

            Device Manager

            Beep Codes

            BIOS Information

            Diagnostic Tools

        Establish a Theory of Probable Causes

        Test the Theory to Determine an Exact Cause

        Implement the Solution

        Verify Solution, Full System Functionality, and If Applicable, Implement Preventive Measures

        Document Findings, Actions, and Outcomes

    Summary

    Summary of Exercises

    Check Your Understanding

    Chapter 5 Fundamental Operating Systems

    Objectives

    Key Terms

    Explain the Purpose of an Operating System

        Describe Characteristics of Modern Operating Systems

            Control Hardware Access

            File and Folder Management

            User Interface

            Application Management

        Explain Operating System Concepts

            Modes of Operation

            Real Mode

            Protected Mode

            Virtual Real Mode

            Compatibility Mode

            32-Bit Versus 64-Bit

            Processor Architecture

    Describe and Compare Operating Systems to Include Purpose, Limitations, and Compatibilities

        Describe Desktop Operating Systems

            Microsoft Windows

            Apple Mac OS

            UNIX/Linux

        Describe Network Operating Systems

    Determine Operating System Based on Customer Needs

        Identify Applications and Environments That Are Compatible with an Operating System

        Determine Minimum Hardware Requirements and Compatibility with the OS Platform

            Hardware Compatibility List

    Install an Operating System

        Identify Hard Drive Setup Procedures

            Partitioning and Formatting

        Prepare the Hard Drive

        Install the Operating System Using Default Settings

        Create User Accounts

        Complete the Installation

        Describe Custom Installation Options

            Disk Cloning

            Network Installation

            Recovery Disc

            Factory Recovery Partition

        Identify the Boot Sequence Files and Registry Files

            Windows XP Boot Process

            NTLDR and the Windows Boot Menu

            Windows Registry

            NT Kernel

        Describe How to Manipulate Operating System Files

            Startup Modes

        Describe Directory Structures

            File Extensions and Attributes

            Describe NTFS and FAT32

    Navigate a GUI (Windows)

        Manipulate Items on the Desktop

            Display Properties

            Desktop Items

            Start Menu

            My Computer

            Launching Applications

            My Network Places

        Explore Control Panel Applets

            Control Panel Applets

            Display Settings

        Explore Administrative Tools

            Computer Management

            Device Manager

            Task Manager

            Services

            Performance Monitor

            Event Viewer

            MMC

            Remote Desktop

            Performance Settings

        Install, Navigate, and Uninstall an Application

            Add or Remove Programs Applet

            Add an Application

            Uninstall an Application

        Describe Upgrading an Operating System

            Upgrading the Operating System to Windows XP

            Upgrading the Operating System to Windows Vista

    Identify and Apply Common Preventive Maintenance Techniques for Operating Systems

        Create a Preventive Maintenance Plan

            Preventive Maintenance Planning

            Device Driver Updates

            Firmware Updates

            Operating System Updates

            Security

            Startup Programs

        Schedule a Task

            System Utilities

            Automatic Updates

            Restore Point

            Backup Status and Configuration

            ERD and ASR

        Back Up the Hard Drive

            Normal Backup

            Copy Backup

            Differential Backup

            Incremental Backup

            Daily Backup

            Backup Media

    Troubleshoot Operating Systems

        Review the Troubleshooting Process

            Step 1: Identify the Problem

            Step 2: Establish a Theory of Probable Causes

            Step 3: Determine an Exact Cause

            Step 4: Implement a Solution

            Step 5: Verify Solution and Full System Functionality

            Step 6: Document Findings

        Identify Common Problems and Solutions

    Summary

    Summary of Exercises

        Labs

        Worksheets

    Check Your Understanding

    Chapter 6 Fundamental Laptops and Portable Devices

    Objectives

    Key Terms

    Describe Laptops and Other Portable Devices

        Identify Common Uses of Laptops

        Identify Common Uses of PDAs and Smartphones

    Identify and Describe the Components of a Laptop

        Describe the Components Found on the Outside of the Laptop

        Describe Input Devices Found on Laptops

        Describe the Components Found on the Laptop Docking Station

    Compare and Contrast Desktop and Laptop Components

        Compare and Contrast Desktop and Laptop Motherboards

        Compare and Contrast Desktop and Laptop Processors

        Compare and Contrast Desktop and Laptop Power Management

        Compare and Contrast Desktop and Laptop Expansion

        Capabilities

    Explain How to Configure Laptops

        Describe How to Configure Power Settings

            Configuring Power Settings in Windows XP and Vista

            Managing Power Usage

            Power Management for the Hard Drive and the Display

            Setting the Laptop Power Options

            Adjusting Low Battery Warnings

        Describe the Safe Installation and Removal of Laptop Components

            Battery Replacement Steps

            Optical Drive Replacement Steps

            Hard Drive Replacement Steps

            Expansion Memory Replacement Steps

            PC Expansion Card Replacement Steps

            Hot-Swappable Device Removal Steps

        Laptop Communication Hardware Installation and Configuration

            Ethernet Installation and Configuration Steps

            Wireless Ethernet Installation and Configuration Steps

            Modem Installation and Configuration Steps

            Bluetooth Installation and Configuration Steps

            Infrared Installation and Configuration Steps

            Cellular WAN Installation and Configuration Steps

    Compare the Different Mobile Phone Standards

    Identify Common Preventive Maintenance Techniques for Laptops and Portable Devices

        Identify Appropriate Cleaning Procedures

            Laptop Keyboard Cleaning Procedures

            Ventilation Cleaning Procedures

            LCD Cleaning Procedures

            Touch Pad Cleaning Procedures

            Floppy Drive Cleaning Procedures

            Optical Drive Cleaning Procedures

            Cleaning a CD or DVD Disc

        Identify Optimal Operating Environments

    Describe How to Troubleshoot Laptops and Portable Devices

        Review the Troubleshooting Process

        Identify Common Problems and Solutions

    Summary

    Summary of Exercises

        Worksheets

        Virtual Laptop Activities

    Check Your Understanding

    Chapter 7 Fundamental Printers and Scanners

    Objectives

    Key Terms

    Describe the Types of Printers Currently Available

        Describe the Characteristics and Capabilities of Printers

            Capacity and Speed

            Color or Black and White

            Quality

            Reliability

            Total Cost of Ownership

        Describe Printer-to-Computer Interfaces

            Serial Ports

            Parallel Ports

            SCSI Interfaces

            USB Interfaces

            FireWire Connections

            Ethernet Connections

            Wireless Connections

        Describe Laser Printers

        Describe Impact Printers

        Describe Inkjet Printers

        Describe Solid-Ink Printers

        Describe Other Printer Types

            Thermal Printers

            Dye-Sublimation Printers

    Describe the Installation and Configuration Process for Printers

        Describe How to Set Up a Printer

        Explain How to Power and Connect the Device Using a Local or Network Port

        Describe How to Install and Update the Device Driver, Firmware, and RAM

            Printer Drivers

            Firmware

            Printer Memory

        Identify Configuration Options and Default Settings

        Describe How to Optimize Printer Performance

        Describe How to Print a Test Page

            Printing a Test Page

            Printing from an Application

            Testing a Printer

            Testing the Printer from the Printer Panel

        Describe How to Share a Printer

    Describe the Types of Scanners Currently Available

        Describe Scanner Types, Resolution, and Interfaces

        Describe All-in-One Devices

        Describe Flatbed Scanners

        Describe Handheld Scanners

        Describe Drum Scanners

    Describe the Installation and Configuration Process for Scanners

        Explain How to Power and Connect a Scanner

        Describe How to Install and Update the Device Driver

        Identify Configuration Options and Default Settings

    Identify and Apply Common Preventive Maintenance Techniques for Printers and Scanners

        Describe Printer Maintenance

        Describe Scanner Maintenance

    Troubleshoot Printers and Scanners

        Review the Troubleshooting Process

        Identify Common Problems and Solutions

    Summary

    Summary of Exercises

        Labs

    Check Your Understanding

    Chapter 8 Fundamental Networks

    Objectives

    Key Terms

    Explain the Principles of Networking

        Define Computer Networks

        Explain the Benefits of Networking

    Describe Types of Networks

        Describe a LAN

        Describe a WAN

        Describe a WLAN

        Explain Peer-to-Peer Networks

        Explain Client/Server Networks

    Describe Basic Networking Concepts and Technologies

        Explain Bandwidth and Data Transmission

        Describe IP Addressing

            Dotted Decimal

            Classful Subnetting

            Subnet Mask

            Manual Configuration

        Define DHCP

        Define NAT

        Describe Internet Protocols and Applications

        Define ICMP

    Describe the Physical Components of a Network

        Identify the Names, Purposes, and Characteristics of Network Devices

            Hubs

            Bridges and Switches

            Routers

            Wireless Access Points

            Multipurpose Devices

        Identify the Names, Purposes, and Characteristics of Common Network Cables

            Twisted Pair

            Category Rating

            Coaxial Cable

            Fiber-Optic Cable

    Describe LAN Topologies and Architectures

        Describe LAN Topologies

            Physical Topologies

            Logical Topologies

        Describe LAN Architectures

            Ethernet

            Token Ring

            FDDI

    Identify Standards Organizations

    Identify Ethernet Standards

        Explain Cabled Ethernet Standards

            Ethernet Technologies

            Summary of Ethernet Technologies

        Explain Wireless Ethernet Standards

    Explain the OSI and TCP/IP Data Models

        Define the TCP/IP Model

            Application Layer Protocols

            Transport Layer Protocols

            Internet Layer Protocols

            Network Access Layer Protocols

        Define the OSI Model

        Compare the OSI and TCP/IP Models

    Describe How to Configure a NIC and a Modem

        Install or Update a NIC Driver

        Uninstall a NIC Driver

        Attach the Computer to an Existing Network

        Describe the Installation of a Modem

            AT Commands

    Identify the Names, Purposes, and Characteristics of Other Technologies Used to Establish Connectivity

        Describe Telephone Technologies

            Analog Telephone

            Integrated Services Digital Network (ISDN)

            Digital Subscriber Line (DSL)

        Define Power Line Communication

        Define Broadband

            Cellular

            Cable

            DSL

            Satellite

            Fiber Broadband

        Define VoIP

        Define VPN

    Identify and Apply Common Preventive Maintenance Techniques Used for Networks

        Counterfeiting and the IT Industry

    Troubleshoot a Network

        Review the Troubleshooting Process

        Identify Common Network Problems and Solutions

    Summary

    Summary of Exercises

        Labs

        Worksheets

        Packet Tracer Activities

    Check Your Understanding

    Chapter 9 Fundamental Security

    Objectives

    Key Terms

    Explain Why Security Is Important

    Describe Security Threats

        Define Viruses, Worms, and Trojans

        Explain Web Security

        Define Adware, Spyware, and Grayware

        Explain Denial of Service

        Describe Spam and Popup Windows

        Explain Social Engineering

        Explain TCP/IP Attacks

        Explain Data Wiping, Hard Drive Destruction, and Recycling

            Data Wiping

            Hard Drive Destruction

            Hard Drive Recycling

    Identify Security Procedures

        Explain What Is Required in a Basic Local Security Policy

        Explain the Tasks Required to Protect Physical Equipment

        Describe Ways to Protect Data

            Password Protection

            Data Encryption

            Software Firewall

            Data Backups

            Smart Card Security

            Biometric Security

            File System Security

        Describe Wireless Security Techniques

    Identify Common Preventive Maintenance Techniques for Security

        Explain How to Update Signature Files for Antivirus and Antispyware Software

        Explain How to Install Operating System Service Packs and Security Patches  

    Troubleshoot Security

        Review the Troubleshooting Process

            Step 1: Identify the Problem

            Step 2: Establish a Theory of Probably Causes

            Step 3: Determine an Exact Cause

            Step 4: Implement the Solution

            Step 5: Verify Solution and Full System Functionality

            Step 6: Document Findings

        Identify Common Problems and Solutions

    Summary

    Summary of Exercises

        Worksheets

        Packet Tracer Activities

    Check Your Understanding

    Chapter 10 Communication Skills

    Objectives

    Key Terms

    Explain the Relationship Between Communication and Troubleshooting

    Describe Good Communication Skills and Professional Behavior

        Determine the Computer Problem of the Customer

        Display Professional Behavior with the Customer

        Focus the Customer on the Problem During the Call

            Talkative Customer

            Rude Customer

            Angry Customer

            Knowledgeable Customer

            Inexperienced Customer

        Use Proper Netiquette

        Implement Time and Stress Management Techniques

            Workstation Ergonomics

            Time Management

            Stress Management

        Observe Service Level Agreements

        Follow Business Policies

    Explain Ethics and Legal Aspects of Working with Computer Technology

        Ethical Customs

        Legal Rules

    Describe the Call Center Environment and Technician Responsibilities

        Describe the Call Center Environment

        Describe Level-One Technician Responsibilities

        Describe Level-Two Technician Responsibilities

    Summary

    Summary of Exercises

        Worksheets

        Class Discussions

    Check Your Understanding

    Chapter 11 Advanced Personal Computers

    Objectives

    Key Terms

    Give an Overview of Field, Remote, and Bench Technician Jobs

    Explain Safe Lab Procedures and Tool Use

        Review Safe Working Environments and Procedures

        Review Names, Purposes, Characteristics, and Safe and Appropriate Use of Tools

        Identify Potential Safety Hazards and Implement Proper Safety Procedures for Computer Components

        Describe Environmental Issues

    Describe Situations Requiring Replacement of Computer Components

        Select a Case and Power Supply

        Select a Motherboard

        Select the CPU and Heat Sink/Fan Assembly

        Select RAM

        Select Adapter Cards

            Graphics Cards

            Sound Cards

            Storage Controllers

            Input/Output Cards

            Network Interface Cards

            Capture Cards

        Select Storage Devices and Hard Drives

            Floppy Disk Drive

            Media Readers

            Hard Drives

            Solid State Drives

            Optical Drives

            External Storage

        Select Input and Output Devices

    Upgrade and Configure Personal Computer Components and Peripherals

        Upgrade and Configure a Motherboard

            CPU Installation

            Jumper Settings

            CMOS Battery Installation

            Motherboard Installation

            BIOS Updates

            Advanced BIOS Settings

        Upgrade and Configure a CPU and a Heat Sink/Fan Assembly

        Upgrade and Configure RAM

        Upgrade and Configure BIOS

        Upgrade and Configure Storage Devices and Hard Drives

        Upgrade and Configure Input and Output Devices

    Identify and Apply Common Preventive Maintenance Techniques for Personal Computer Components

        Clean Internal Components

        Clean the Case

        Inspect Computer Components

            CPU and Cooling System

            RAM Connections

            Storage Devices

            Adapter Cards

            Power Devices

            Loose Screws

            Keyboard and Mouse

            Cables

    Troubleshoot Computer Components and Peripherals

        Review the Troubleshooting Process

        Identify Common Problems and Solutions

            Storage Device Problems

            Motherboard and Internal Component Problems

            Power Supply Problems

            CPU Problems and Memory Problems

        Apply Troubleshooting Skills

    Summary

    Summary of Exercises

        Labs

        Worksheets

    Check Your Understanding

    Chapter 12 Advanced Operating Systems

    Objectives

    Key Terms

    Select the Appropriate Operating System Based on Customer Needs

        Describe Operating Systems

        Describe Network Operating Systems

    Windows OS Directory Structures

        User File Locations

        System File Locations

        Fonts

        Temporary Files

        Program Files

        Offline Files and Folders

    Install, Configure, and Optimize an Operating System

        Compare and Contrast a Default Installation and a Custom Installation

        Install Windows XP Professional Using a Custom Installation

            Unattended Installation in Windows XP

            Unattended Installation in Windows Vista

            Image-Based Installation

            Remote Installation

        Create, View, and Manage Disks, Directories, and Files

            Disk Structure

            Drive Status

            File System

        Identify Procedures and Utilities Used to Optimize the Performance of Operating Systems

            System Tools

            Administrative Tools

            Services

            Device Manager

            Task Manager

            System Monitor

            Regional and Language Options

            Temporary Files

        Identify Procedures and Utilities Used to Optimize the Performance of Browsers

        Describe Installation, Use, and Configuration of Email Software

        Set Screen Resolution and Update the Video Driver

        Describe Installation of a Second Operating System

            The Boot.ini File

    Windows CLI Commands

        MSCONFIG

        SFC

    Describe How to Upgrade Operating Systems

    Describe Preventive Maintenance Procedures for Operating Systems

        Schedule Automatic Tasks and Updates

            GUI Scheduled Tasks

            CLI Scheduled Tasks

            Windows Automatic Updates

        Set Restore Points

    Troubleshoot Operating Systems

        Review the Troubleshooting Process

            Step 1: Identify the Problem

            Step 2: Establish a Theory of Probable Causes

            Step 3: Determine an Exact Cause

            Step 4: Implement a Solution

            Step 5: Verify Solution and Full System Functionality

            Step 6: Document Your Findings

        Identify Common Problems and Solutions

        Apply Troubleshooting Skills

    Summary

    Summary of Exercises

        Labs

    Check Your Understanding

    Chapter 13 Advanced Laptops and Portable Devices

    Objectives

    Key Terms

    Describe Wireless Communication Methods for Laptops and Portable Devices

        Describe Bluetooth Technology

        Describe Infrared Technology

        Describe Cellular WAN Technology

        Describe Wi-Fi Technology

        Describe Satellite Technology

    Describe Repairs for Laptops and Portable Devices

    Select Laptop Components

        Select Batteries

        Select a Docking Station or Port Replicator

        Select Storage Devices

        Select Additional RAM

    Describe Preventive Maintenance Procedures for Laptops

        Describe How to Schedule and Perform Maintenance on Laptops

        Explain How to Manage Data Version Control Between Desktops and Laptops

    Describe How to Troubleshoot a Laptop

        Review the Troubleshooting Process

            Step 1: Identify the Problem

            Step 2: Establish a Theory of Probable Causes

            Step 3: Determine an Exact Cause

            Step 4: Implement a Solution

            Step 5: Verify Solution and Full System Functionality

            Step 6: Document Findings

        Identify Common Problems and Solutions

            Hard Drive Replacement Steps

            Expansion Memory Replacement Steps

            Optical Drive Replacement Steps

            Battery Replacement Steps

            PC Expansion Card Replacement Steps

            Hot-Swappable Device Removal Steps

        Apply Troubleshooting Skills

    Summary

    Summary of Exercises

        Worksheets

        Labs

    Check Your Understanding

    Chapter 14 Advanced Printers and Scanners

    Objectives

    Key Terms

    Describe Potential Safety Hazards and Safety Procedures Associated with Printers and Scanners

    Install and Configure a Local Printer and Scanner

        Connect the Device to a Local Port

        Install and Configure the Driver and Software

            Printer Driver Installation

            Page Description Language

        Configure Options and Default Settings

            Global Method

            Per-Document Method

            Scanner Calibrations

            Printer Calibrations

        Verify Functionality

            Printer Test

            Scanner Test

    Describe How to Share a Printer and a Scanner on a Network

        Describe the Types of Print Servers

            Network Print Server Devices

            Dedicated PC Print Servers

            Computer-Shared Printers

        Describe How to Install Network Printer Software and Drivers on a Computer

    Upgrade and Configure Printers and Scanners

        Describe Printer Upgrades

            Installing Printer Memory

            Additional Printer Upgrades

        Describe Scanner Optimization

    Describe Printer and Scanner Preventive Maintenance Techniques

        Determine Scheduled Maintenance According to Vendor Guidelines

        Describe a Suitable Environment for Printers and Scanners

        Describe Cleaning Methods

            Printer Maintenance

            Scanner Maintenance

        Describe Checking Capacity of Ink Cartridges and Toners

    Troubleshoot Printers and Scanners

        Review the Troubleshooting Process

            Step 1: Identify the Problem

            Step 2: Establish a Theory of Probable Causes

            Step 3: Determine an Exact Cause

            Step 4: Implement a Solution

            Step 5: Verify Solution and Full System Functionality

            Step 6: Document Findings

        Identify Common Problems and Solutions

    Apply Troubleshooting Skills

    Summary

    Summary of Exercises

        Labs

        Worksheets

    Check Your Understanding

    Chapter 15 Advanced Networks

    Objectives

    Key Terms

    Identify Potential Safety Hazards and Implement Proper Safety Procedures Related to Networks

        Explain Fiber-Optic Safety

            Chemicals

            Tools

            Harmful Light

            Glass Shards

        Explain Cable, Cable Cutters, and Cable-Cutting Safety Hazards

    Design a Network Based on the Customer’s Needs

        Determine a Topology

        Determine Protocols and Network Applications

    Determine the Components for the Customer’s Network

        Select Cable Types

            Wireless

            Cost

            Security

            Design for the Future

        Select the ISP Connection Type

            Plain Old Telephone Service

            Integrated Services Digital Network

            Digital Subscriber Line

            Cable

            Satellite

            Cellular

            Wireless

            Compare ISP Connection Types

        Select Network Cards

        Select the Network Device

            Hubs

            Switches

            Routers

            ISP Equipment

    Implement the Customer’s Network

        Install and Test the Customer’s Network

        Configure the Customer’s Internet and Network Resources

            Temporary Internet Files

            Default Browser

            File Sharing

            Printer Sharing

    Upgrade the Customer’s Network

        Install and Configure a Wireless NIC

        Install and Configure a Wireless Router

            802.11 Protocol Selection

            Static IP Address Configuration

            SSID Setting

            Firmware Update

        Test the Connection

            Network Connections

            ipconfig

            ping

            tracert

            net

            nslookup

    Describe the Installation, Configuration, and Management of a Simple Mail Server

        SMTP

        POP

        IMAP

        Email Server

        Email Server Installation

    Describe Preventive Maintenance Procedures for Networks  

    Troubleshoot the Network

        Review the Troubleshooting Process

            Step 1: Identify the Problem

            Step 2: Establish a Theory of Probable Causes

            Step 3: Determine an Exact Cause

            Step 4: Implement a Solution

            Step 5: Verify Solution and Full System Functionality

            Step 6: Document Findings

        Identify Common Problems and Solutions

        Apply Troubleshooting Skills

    Summary

    Summary of Exercises

        Labs

        Worksheets

        Packet Tracer Activities

    Check Your Understanding

    Chapter 16 Advanced Security

    Objectives

    Key Terms

    Outline Security Requirements Based on Customer Needs

        Outline a Local Security Policy

        Explain When and How to Use Security Hardware

        Explain When and How to Use Security Application Software

    Select Security Components Based on Customer Needs

        Describe and Compare Security Techniques

            Passwords

            Logging and Auditing

            Wireless Configurations

            Security Technologies

        Describe and Compare Access Control Devices

            Physical Security

            Data Security

        Describe and Compare Firewall Types

    Implement a Customer’s Security Policy

        Configure Security Settings

            Permission Levels for Folders and Files

            Wireless Antennae

            Network Device Access Permissions

            Wireless Security Modes

            SSID

            MAC Address Filtering

            Firewalls

            Port Forwarding and Port Triggering

        Describe Configuring Firewall Types

            Software Firewalls

            Windows XP Firewalls

            Windows Vista Firewalls

        Describe Protection Against Malicious Software

    Perform Preventive Maintenance on Security

        Describe the Configuration of Operating System Updates

        Maintain Accounts

            Terminating Employee Access

            Guest Accounts

        Explain Data Backup Procedures, Access to Backups, and Secure Physical Backup Media

    Troubleshoot Security

        Review the Troubleshooting Process

            Step 1: Identify the Problem

            Step 2: Establish a Theory of Probable Solutions

            Step 3: Determine an Exact Cause

            Step 4: Implement a Solution

            Step 5: Verify the Solution and Verify Full System Functionality

            Step 6: Document Your Findings

        Identify Common Problems and Solutions

            Malware Settings

            User Accounts and Permissions

            Computer Security

            Firewall and Proxy Settings

        Apply Troubleshooting Skills

    Summary

    Summary of Exercises

        Labs

        Worksheets

    Check Your Understanding

    Appendix: Answers to Check Your Understanding Questions

    Glossary

    9781587132636    TOC    9/7/2010

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