Administrate Network and Hardware Peripherals

Training, Teaching and Learning Materials Development Lo
Under
Ethiopian TVET-System
INFORMATION TECHNOLOGY
SUPPORT SERVICE
Level II
Learning Guide #3
Unit of Competence: Administrator and Network Hardware Peripherals
Module Title: Administrating Network Hardware
Peripherals
LG Code: ICT ITS2 M03 LO1
TTLM Code: ICT ITS2 TTLM3 013
LO1: Confirm requirements of client

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Instruction LO1 Confirm requirements of client

This learning guide is developed to provide you the necessary information regarding the
Following content coverage and topics –
This
guide - confirm requirements of client& obtain required peripherals
will
also - connect hardware peripherals& install peripherals to a network
assist
you
to - configure peripheral services
attain - administer and support peripheral services& maintain peripherals and fix common problems
the
- use and maximize operating system& support input and output devices
learning outcome stated in the cover page.

Specifically, upon completion of this Learning Guide, you will be able to –
o Identifying and confirming client peripherals.

o Documenting client requirements and peripherals
o Obtaining peripherals
o Entering peripherals into equipment inventory
o Storing peripherals
o Verifying installation schedule
o Connecting peripheral to a network
o Configuring access and security
o Installing drivers and checking functionality based vendor manuals
Learning Activities
1. Read the specific objectives of this Learning Guide.

2. Read the information written in the “Information Sheet 1”.
3. Accomplish the “Self-check 1” in page 7.
4. Submit your accomplished Self-check 1. This will form part of your training portfolio.
5. Read and perform the “Operation Sheet” in page 8.
6. Read the information written in the “Information Sheet 2”.
6. Accomplish the “Self-check 2” in page 16.
7. Submit your accomplished Self-check 2. This will form part of your training portfolio
8. If you earned a satisfactory evaluation proceed to LAP Test.
However, if your rating is unsatisfactory, see your teacher for further instructions.
9. Do the “LAP test” in page 17 (if you are ready) and show your output to your teacher.
*Your teacher will evaluate your output either satisfactory or unsatisfactory. If

unsatisfactory, your teacher shall advice you on additional work. But if satisfactory
you can proceed to the next topic.
Information Sheet – 1 Identify and document client requirements
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Whether you provide a service to internal or external clients, it is worth remembering and following the
fundamental principle of client service:
If your service responds to clients needs and makes your client feel valued, you and your organisation will build
and maintain a strong reputation.
The process of identifying and documenting client requirements can take many forms. It can be an informal
process where you are asked to provide help for a friend selecting a new printer. In a business environment it is
usually a more formal process, where your supervisor assigns you the task of working with a client group to
select or develop new computer resources.
The general steps to follow in identifying clients’ needs are summarised below. Note: not all these steps are
performed every time.
1 Preparation
2 Understand the business goals. This would include knowing if any budget is applicable or if there are there
plans for future expansion.
3 Understand the organisational guidelines. Ask questions to determine what organisational guidelines are to
be adhered to.
4 Define the client’s requirements clearly. This will be done in conjunction with the next two steps and can
involve interviewing, preparation of questionnaires or direct observation. Your questioning skills are very
important at this stage and are discussed in detail in the next section.
5 Identify the roles of stakeholders — those people who have an interest in identifying the requirements. This
can include end-users or customers, managers and other technical staff.
6 Identify sources of information
7 Investigation
8 Develop an understanding of the existing system
9 Investigate alternatives to the existing system
10 Document the client requirements.
There is also additional information that you’ll need from the outset of the job or project. You may need to
provide some of this information to the client if it is part of your organisation’s policies. For example, your
organisation may have a policy for charging predetermined extra fees and other charges for certain services
outside of the service requested by the client. This information will be discussed in more detail when we look
later at ‘information you and your client need to agree to’. For now, it includes information such as:
 extra costs
 scope of the job
 specifications
 agreement or contract
 changing of the brief
 options
 possibilities
 recommendations
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 process
 consultation with the client
 contact person
 timelines
 job guarantee.
Document the client’s requirements and report them

to your supervisor
After analysis of the client’s requirements, you should fully document the client’s requirements and report them
to your supervisor.
This document may take the forms, but would include the following:
 background information such as company details
 problems and issues that may have led to the client’s request
 questions asked during your meeting with the client and their answers to those questions, as well as a list
of any essential criteria
 other options or possibilities of which the client may not have been aware
 any information for the client that will help them understand what they’re getting into before you go
ahead with the job (or project).
A covering memo should be attached, stating the purpose of your report and asking the supervisor for their
acceptance of the report.
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LIFE LINE INFORMATION TECHNOLOGY AND

BUSINESS COLLEGE
Under
SUPPORT SERVICE
Level II
Learning Guide #3
Peripherals
Page 5
LO2 obtain required peripherals

Information Sheet – 2 Obtaining peripherals
Obtaining new components

Assessing the need for new equipment
Continuous interaction with clients is crucial to determine exactly what they require on their network to meet
their organisational needs. The help desk data base can also often inform IT staff as to what might need to be
purchased to overcome consistent problems or improve work flow. New components may of-course also be
required because of breakdowns.
Once you have decided that new components are required, you need to contact vendors that stock the
component, obtain information as to warranty and licensing as well as any technical specifications needed to
check that the component is compatible with other hardware and software on the network. For fragile
components, the delivery method and packaging of the component must be appropriate and agreed upon also.
After this, the recommendations would normally need to be documented and submitted to a supervisor or
manager for approval.
Wired technologies
 Twisted pair wire is the most widely used medium for telecommunication. Twisted-pair wires are
ordinary telephone wires which consist of two insulated copper wires twisted into pairs and are used for
both voice and data transmission. The use of two wires twisted together helps to reduce crosstalk and
electromagnetic induction. The transmission speed ranges from 2 million bits per second to 100 million
bits per second.
 Coaxial cable is widely used for cable television systems, office buildings, and other worksites for local
area networks. The cables consist of copper or aluminum wire wrapped with insulating layer typically of
a flexible material with a high dielectric constant, all of which are surrounded by a conductive layer. The
layers of insulation help minimize interference and distortion. Transmission speed range from 200
million to more than 500 million bits per second.
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 Optical fiber cable consists of one or more filaments of glass fiber wrapped in protective layers. It
transmits light which can travel over extended distances without signal loss. Fiber-optic cables are not
affected by electromagnetic radiation. Transmission speed may reach trillions of bits per second. The
transmission speed of fiber optics is hundreds of times faster than for coaxial cables and thousands of
times faster than for twisted-pair wire.
Wireless technologies
 Terrestrial Microwave – Terrestrial microwaves use Earth-based transmitter and receiver. The
equipment look similar to satellite dishes. Terrestrial microwaves use low-gigahertz range, which limits
all communications to line-of-sight. Path between relay stations spaced approx. 30 miles apart.
Microwave antennas are usually placed on top of buildings, towers, hills, and mountain peaks.
 Communications Satellites – The satellites use microwave radio as their telecommunications medium
which are not deflected by the Earth's atmosphere. The satellites are stationed in space, typically 22,000
miles (for geosynchronous satellites) above the equator. These Earth-orbiting systems are capable of
receiving and relaying voice, data, and TV signals.
 Cellular and PCS Systems – Use several radio communications technologies. The systems are divided to
different geographic area. Each area has low-power transmitter or radio relay antenna device to relay
calls from one area to the next area.
 Wireless LANs – Wireless local area network use a high-frequency radio technology similar to digital
cellular and a low-frequency radio technology. Wireless LANs use spread spectrum technology to
enable communication between multiple devices in a limited area. An example of open-standards
wireless radio-wave technology is IEEE 802.11b.
 Bluetooth – A short range wireless technology. Operate at approx. 1Mbps with range from 10 to 100
meters. Bluetooth is an open wireless protocol for data exchange over short distances.
Network topology
Computer networks may be classified according to the network topology upon which the network is
based, such as bus network, star network, ring network, mesh network, star-bus network, tree or
hierarchical topology network. Network topology is the coordination by which devices in the
network are arranged in their logical relations to one another, independent of physical arrangement.
Even if networked computers are physically placed in a linear arrangement and are connected to a
hub, the network has a star topology, rather than a bus topology.
Types of networks
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Common types of computer networks may be identified by their scale.
Personal area network
A personal area network (PAN) is a computer network used for communication among computer and different
information technological devices close to one person. Some examples of devices that are used in a PAN are
personal computers, printers, fax machines, telephones, PDAs, scanners, and even video game consoles. A PAN
may include wired and wireless connections between devices. The reach of a PAN typically extends to 10
meters.[2] A wired PAN is usually constructed with USB and Firewire connections while technologies such as
Bluetooth and infrared communication typically form a wireless PAN
Local area network
A local area network (LAN) is a network that connects computers and devices in a limited geographical area
such as home, school, computer laboratory, office building, or closely positioned group of buildings. Each
computer or device on the network is a node. Current wired LANs are most likely to be based on Ethernet
technology, although new standards like ITU-T G.hn also provide a way to create a wired LAN using existing
home wires (coaxial cables, phone lines and power lines).[3]
Typical library network, in a branching tree topology and controlled access to resources
All interconnected devices must understand the network layer (layer 3), because they are handling multiple
subnets (the different colors). Those inside the library, which have only 10/100 Mbit/s Ethernet connections to
the user device and a Gigabit Ethernet connection to the central router, could be called "layer 3 switches"
because they only have Ethernet interfaces and must understand IP. It would be more correct to call them access
routers, where the router at the top is a distribution router that connects to the Internet and academic networks'
customer access routers.
The defining characteristics of LANs, in contrast to WANs (Wide Area Networks), include their higher data
transfer rates, smaller geographic range, and no need for leased telecommunication lines. Current Ethernet or
other IEEE 802.3 LAN technologies operate at speeds up to 10 Gbit/s. This is the data transfer rate. IEEE has
projects investigating the standardization of 40 and 100 Gbit/s.[4]
Home area network
A home area network is a residential LAN which is used for communication between digital devices typically
deployed in the home, usually a small number of personal computers and accessories, such as printers and
mobile computing devices. An important function is the sharing of Internet access, often a broadband service
through a CATV or Digital Subscriber Line (DSL) provider.
Campus network
A campus network is a computer network made up of an interconnection of local area networks (LANs) within
a limited geographical area. The networking equipments (switches, routers) and transmission media (optical
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fiber, copper plant, Cat5 cabling etc.) are almost entirely owned (by the campus tenant / owner: an enterprise,
university, government etc.).
In the case of a university campus-based campus network, the network is likely to link a variety of campus
buildings including; academic departments, the university library and student residence halls.
Wide area network
A wide area network (WAN) is a computer network that covers a large geographic area such as a city, country,
or spans even intercontinental distances, using a communications channel that combines many types of media
such as telephone lines, cables, and air waves. A WAN often uses transmission facilities provided by common
carriers, such as telephone companies. WAN technologies generally function at the lower three layers of the
OSI reference model: the physical layer, the data link layer, and the network layer.
Global area network
A global area network (GAN) is a network used for supporting mobile communications across an arbitrary
number of wireless LANs, satellite coverage areas, etc. The key challenge in mobile communications is handing
off the user communications from one local coverage area to the next. In IEEE Project 802, this involves a
succession of terrestrial WIRELESS local area networks (WLAN).[5]
Enterprise Private Network
An Enterprise Private Network is a network build by an enterprise to interconnect the various company sites
(production sites, head offices, remote offices, shops etc.) in order to share computer resources over the
network.
Sample EPN made of Frame relay WAN connections and dialup remote access.
Beginning with the digitalization of telecommunication networks started in the 70's in the USA (by AT&T) and
propelled by the growth in computer systems availability and demands private networks have been built for
decades without the need to append the term private to them. The networks were operated over
telecommunication networks and as per voice communications a certain amount of security and secrecy was
expected and assumed.
But with the Internet in the 90's came a new type of network built over this Public infrastructure, using
encryption to protect the data traffic from eaves-dropping (VPN). So the enterprise networks are now
commonly referred to Enterprise Private Network in order to clarify that these are private networks (in
opposition to public networks).
Virtual private network
Sample VPN used to interconnect 3 office and Remote users
A virtual private network (VPN) is a computer network in which some of the links between nodes are carried by
open connections or virtual circuits in some larger network (e.g., the Internet) instead of by physical wires. The
data link layer protocols of the virtual network are said to be tunneled through the larger network when this is
the case. One common application is secure communications through the public Internet, but a VPN need not
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have explicit security features, such as authentication or content encryption. VPNs, for example, can be used to
separate the traffic of different user communities over an underlying network with strong security features.
A VPN may have best-effort performance, or may have a defined service level agreement (SLA) between the
VPN customer and the VPN service provider. Generally, a VPN has a topology more complex than point-to-
point.
What are Straight and Crossover cable

Common Ethernet network cable is straight and crossover cable. This Ethernet network cable is made of 4 pair high performance
cable that consists twisted pair conductors that used for data transmission. Both end of cable is called RJ45 connector.
The cable can be categorized as Cat 5, Cat 5e, Cat 6 UTP cable. Cat 5 UTP cable can support 10/100 Mbps Ethernet network,
whereas Cat 5e and Cat 6 UTP cable can support Ethernet network running at 10/100/1000 Mbps. You might heard about Cat 3 UTP
cable, it's not popular anymore since it can only support 10 Mbps Ethernet network.
Straight and crossover cable can be Cat3, Cat 5, Cat 5e or Cat 6 UTP cable, the only difference is each type will have different wire
arrangement in the cable for serving different purposes.
Straight Cable
You usually use straight cable to connect different type of devices. This type of cable will be used most of the time and can be used to:
1) Connect a computer to a switch/hub's normal port.

2) Connect a computer to a cable/DSL modem's LAN port.
3) Connect a router's WAN port to a cable/DSL modem's LAN port.
4) Connect a router's LAN port to a switch/hub's uplink port. (normally used for expanding network)
5) Connect 2 switches/hubs with one of the switch/hub using an uplink port and the other one using normal port.
If you need to check how straight cable looks like, it's easy. Both side (side A and side B) of cable have wire arrangement with
same color. Check out different types of straight cable that are available in the market here.
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Crossover Cable
Sometimes you will use crossover cable, it's usually used to connect same type of devices. A crossover cable can be used to:
1) Connect 2 computers directly.

2) Connect a router's LAN port to a switch/hub's normal port. (normally used for expanding network)
3) Connect 2 switches/hubs by using normal port in both switches/hubs.
In you need to check how crossover cable looks like, both side (side A and side B) of cable have wire arrangement with following
different color . Have a look on these crossover cables if you plan to buy one. You can also find more network cable choices and
information from Comtrad Cables.
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In case you need to make a crossover cable yourself! You can use this
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Under
SUPPORT SERVICE
Level II
Learning Guide #3
Peripherals
LO3 connect hardware peripherals& install peripherals to a

network
Information Sheet – 3 Verifying installation schedule
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Planning is the key

Planning is fundamental to the successful operation of any business. Planning is deciding in advance what is
going to be done. This function entails evaluating your resources and environment and establishing goals. Once
the goals are established, managers develop tactics to achieve these goals and monitor the results.
Planning is the key to a successful installation. By doing this you’ll avoid making mistakes that may require you
to reinstall the component and so minimise the impact on clients in a network. This procedure may take some
time, but you’ll definitely benefit by doing so.
In this reading we will be looking at developing an installation plan for the installation of hardware components
or software applications. These plans need to:
 Name the project.
 Break down the project into steps.
 Identify and allocate resources to the project.
 Give timelines for the project.
 State who will take the appropriate action.
 Develop contingency plans.
 List desired outcomes.
Your plan needs to include steps for:
1 installing
2 configuring
3 testing
4 backup procedures and disaster recovery plans.
At all times it is important to try and minimise the disruption to the client. For the installation, arrange a
convenient time for the client and notify the client how long the job will take and what you are going to do.
Your workspace
One resource your installation plan needs to address is a suitable working environment and adequate tools for
the task. You will generally need the all of the following if you are installing any hardware:
 a clean, tidy and well-lit working space or bench
 sufficient power points
 a toolkit comprising screwdrivers (flat and Philips) and some long nose pliers
 an anti-static wrist strap to avoid static discharges on your components
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 a small torch to look inside dark corners

 a small jar or plastic container to store screws and small parts
 Sticky notes to label components.
Hand tools for component installation
Computer toolkits are available from electronic suppliers such as:

Dick Smith Electronics (http://www.dse.com.au/)
Jaycar Electronics (http://www1.jaycar.com.au/)
Paw Products (http://www.paw.com.au/)
Sources of information
The next resource that your installation plan needs to address is the necessary information regarding the
procedure for installation — this needs to be gathered prior to the installation.
Read the manual. The first place to look for information on installing a component or software is the user’s
manual which will normally come with the component.
You may be supplied with the manual in paper format, but increasingly manufacturers are supplying manuals in
digital format on the installation CD. Take the time to print out any user manual or installation guide.
Your user manual may contain information on:

 minimum system requirements, hardware and software
 safety precautions
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 all the accessories provided with the component such as screws and cables
 hardware installation
 driver installation for various operating systems
Your installation CD may contain the following information and/or software:
 installation guide
 user manual
 drivers for different operating systems
 additional software. Examples include:
– Adobe Acrobat Reader — many manuals are published in PDF format
– video or audio players such as DirectX
– software specific to the component being installed, for example, answering machine software for an
internal modem, to allow the computer to be used as an answering machine.
Installation tips
Here are a few useful tips to follow when carrying out an installation.
 The safety first approach should be adopted when you are dealing with a client’s computers. You must
ensure that you do not pose a risk to the data on the computers you are servicing. Remember, you do not
own the data on the computers, the client does.
 Duplicate the set up you plan to implement on a test computer first to ensure all the modifications will
behave as you anticipate.
 If you do not have a suitable spare computer, use one of the client’s computers when it is not in use. This
may require work outside usual office hours.
 Always backup the client’s computers prior to starting any modifications.
 Another option is to image the client’s hard drive to a spare drive of your own, using a program such as
GHOST. Then use the spare drive to test all modifications. (Refer to http://www.symantec.com). If you
use this option, remember that the data contained on your client’s hard drive belongs to the client and
must be deleted after successful installation.
The use of an imaged drive will also allow you to test any modifications you make to the operating
system configuration, and will fully test the interaction of software applications with the newly modified
system hardware and drivers.
Once you have proven the new modifications, you can start the implementation to other computers.
General notes on planning the installation of

software
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Minimum system requirements

All software application will have minimum system requirements for the PC processor, amount of RAM and
available hard drive space. You need to verify that all these requirements are met prior to the installation of any
new software application.
Licensing
Prior to the installation of any software application, you should check that the organisation has licenses for the
software to be installed, and that all terms and conditions of the license have been adhered to. Record any serial
numbers or product keys that will be required during the installation.
Most licenses allow you to make a backup copy of the software. Make any backup copies prior to the software
installation.
Backup
Determine what data will need to be backed up before the installation. If you are installing a new application
such as a database, you need to ensure that the user will be able to access old information. This may require that
data stored in the old database format is converted to a format that can be read by the new database application.
Software installation types

The most common installation options that you will be presented with are as follows:
1 Express or typical installation. This installs the most common features.
2 Custom installation. This lets users select components to install and change the installation directory.
3 Minimal Installation. This is used where the amount of hard drive space used is minimised.
4 Full installation. This installs all features and requires the most hard drive space.
General notes on planning the installation of

hardware components
Motherboards
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Planning the installation of motherboards is a complex task and you will need to consult the user manual for a
specific motherboard. You will need to ensure that the form factor of the motherboard is compatible with the
form factor of the case.
CPUs
The main point to consider in planning the installation of a CPU is to ensure that it is supported by the
motherboard. You will need to check that the physical socket size is compatible and then that the CPU speed is
supported. Read your motherboard manual to find out whether the new CPU will be automatically detected or
you may need to change a jumper setting on the motherboard.
RAM memory
Again, the main point to consider here is compatibility with the motherboard. You will need to ensure that there
are vacant slots for the new memory modules, that the memory speeds of the new modules are supported and
then that the maximum memory supported by the motherboard is not exceeded. After physical installation of the
new memory modules, BIOS should automatically detect the new RAM memory.
ROM memory
As the ROM is an integral part of the motherboard, physical replacement is not possible. Software updates are
— consult the website of the relevant motherboard manufacturer for further information.
Hard drives and optical drives

First when installing a new hard drive, you need to decide in consultation with the client whether you are going
to replace the existing drive or keep both new and existing drive. If the decision is to keep both drives, it would
then be recommended that the newest drive is the boot drive and that the operating system is installed on the
newest drive as the data access time will be fastest.
Physically, when installing a new drive you need to ensure that there is a suitable position to mount the drive.
In other topics you have looked at the two different interfaces for hard drives: IDE and SCSI. Most desktop PCs
use the IDE interface and these notes are for the IDE interface. At the time of writing the IDE interface supports
four drives, but an emerging standard is SATA (Serial ATA). Again, these notes discuss the IDE interface.
The IDE interface supports four drives as listed below:
Drive Function
Primary Master Typically boot hard drive

(IDE 1) Slave
Secondary Master Typically first optical drive
(IDE 2) Slave
You will need to set jumpers on your drive to be either the master or slave. Consult your user manual
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After completing the physical hardware installation, the drive will need to be configured and formatted. Unlike
floppy drives, hard disk drives vary greatly in storage capacity. The disk is electronically blank to begin with.
The manufacturer generally performs a ‘low-level format’. Here are the basic steps in the preparation of a hard
disk:
1 Configure the CMOS for the drive you have installed.
2 Perform a low-level format.
3 Partition the drive.
4 Perform a high-level format.
5 Restore the client’s data to the installed drive if necessary.
Video cards
Most video cards today use the AGP interface. If you are planning to install an AGP video card, you will first
need to examine your computer system to ensure that there is a physical slot that you can use.
Some of the cheaper motherboards use the AGP interface but incorporate the video within the chipset and have
an integrated video output. Physically there is no AGP slot available. It is not possible to upgrade the video card
in this situation.
Other motherboards also have an integrated video output, but have an AGPl slot if you which to upgrade the
video. Check that the motherboard BIOS allows you to disable the on-board video.
After physical installation of the video card, typically you will need further installation of drivers and other
additional software. Consult your user manual.
Expansion cards
You will need to ensure that there is a spare expansion slot available. Typically this will be a PCI expansion
slot. You need to ensure that your computer system meets the minimum system requirements (both hardware
and software) of the new expansion card.
After physical installation of the expansion card, typically you will need further installation of drivers and other
additional software. Consult your user manual
Software device drivers

A device driver is a program that controls a device such as a printer or graphics card. Many drivers, such as the
keyboard driver, come with the operating system. For other devices such as a sound card, you may need to load
a new driver when you connect the device to your computer. The driver is specific to an operating system.
Page 19
Under
SUPPORT SERVICE
Level II
Learning Guide #3
Peripherals
Page 20
LO4. Administer and support peripheral services& Maintain

peripherals and fix common problems
 Maintenance schedule & Fixing unfortunate accident
and malfunctions
Information Sheet – 4
Determining your organization’s maintenance

requirements
We have so far discussed some broad areas of preventative maintenance. From the point of view of an IT
Support person, how do you determine exactly what maintenance should be done, and how often it should be
done? What information should you refer to?
To start with, your organisation will have specific procedures that deal with maintenance and how it is
scheduled. These procedures will be either as a result of, or in conjunction, with the following:
 Organisational policies, for example, a particular procedure may be in place because of your
organisation’s policy on the management of risk.
 Equipment, in particular specialised equipment, is covered by warranties and maintenance contracts.
These will often involve an agreed level of support for the equipment, also called a service level
agreement (SLA).
 Both equipment and software are provided with documentation regarding their handling and
maintenance requirements.
 Support is also often provided by phone or website, and may even involve the provision of training.
 If you work in IT Support within your own organisation, the service you provide to your internal clients
will also be governed by a service level agreement.
Organizational policies
The maintenance procedures in an organisation will be determined by a number of factors, including:
 how critical the IT components and/or software are
 cost constraints
 the risk to business continuity
 pre-existing commitments
 Expectations of service by the organisation’s business units.
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External service level agreements

Maintenance agreements are a way of ensuring that the business is supported to an agreed level at a known cost.
As a result, the business may enter into an agreement with an IT support organisation. All critical hardware
components and software should be covered by either a warranty or maintenance agreement. There are a
number of things to consider:
1 New purchases. A warranty agreement comes automatically with the purchase of hardware components
and software. You usually have the option of extending the warranty when you purchase the item.
2 Extension of warranty. You can enter into a maintenance agreement when the initial warranty expires
rather than extending the warranty.
3 Type of cover. A maintenance agreement is an agreement negotiated between the organisation and the
supplier to maintain the hardware or software. Maintenance agreements can be on a fixed service basis, eg
24 hours a day, 7 days per week (24/7); 8 hours a day, 5 days a week (8/5); 12 hours a day, 5 days a week
(12/5) or on a per-call basis.
Fixed service versus per-call cover
The benefit of the fixed service type of maintenance agreement is that you receive a dedicated and, typically,
faster response. Depending on the terms of the agreement, your maintenance costs are also likely to be covered.
A per-call basis means you receive maintenance services from the supplier as required. The problem with this
type of agreement is that you have to wait until a technician is available and you are charged for labour and
parts. A benefit is this cost can often be less expensive than a maintenance contract.
Software warranties and maintenance agreements
Software should also be covered by a warranty or maintenance agreement. Software warranty only lasts for a
short period of time, so a maintenance agreement for critical software should be in place. If customised software
has been developed in-house, a maintenance agreement will not be necessary because it will be maintained
internally.
A software maintenance agreement may include, for example, a free or discounted upgrade of packaged
software.
Equipment documentation
Each item of IT equipment should be accompanied by documentation. This may be provided in hard copy, as a
manual, on CD, or on a support website. If original documentation provided as hard copy is missing, it can
usually also be downloaded from the manufacturer’s website. IT Support staff need to be able to read and
interpret all such technical documentation.
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Documentation for a system should outline the manufacturer’s recommended maintenance procedures for the
unit. The procedures should state:
 how often maintenance procedures should be done
 any equipment/material/consumables that are required
 The actual steps to complete the maintenance task, including all relevant safety precautions for the task.
The system’s documentation should also identify any components of a system that should not have any
preventative maintenance applied to it for safety reasons. Generally speaking, hardware manufacturers will
include instructions for:
 cleaning
 care
 consumables — handling, installing and disposing
 making adjustments
 Troubleshooting.
Apart from documentation, the supplier’s website will supply software patches and driver updates as they
become available.
Procedures for internal clients

Since your external suppliers and internal clients involve different service level agreements, procedures for
handling them are usually different, but one may depend on the other. Some of these procedures detail:
 the way service requests are reported
 How fast you can respond to requests — how fast you respond to an internal client will depend on the
agreed response time with an external supplier. For example, let’s say a workstation monitor needs
replacing. If your external supplier says it will be done within two days, then you can’t do it any faster for
your client!
 How requests are escalated — an external supplier will have specific, agreed escalation procedures, and
these may be different from your own internal ones.
Preventative maintenance tasks

Having discussed the organisational factors and reference documents that help to determine an organisation’s
maintenance procedures, we’ll now concentrate on those tasks that would be included in most preventative
maintenance programs.
Don’t forget that highly specialised equipment will need specialised maintenance procedures and may require
independent technical qualifications and personnel to maintain it. As you are now aware, this will involve an
external maintenance agreement.
Safety first
Page 23
Remember that ALL preventative maintenance must be carried out within the regulations associated with the
Occupational Health and Safety Act, 2000 and relevant government licensing frameworks. Your own safety is
far more important than the preventative maintenance of any device.
Common hardware maintenance tasks

While it is beyond this topic to identify all types of maintenance across the range of devices available in the IT
workplace, the following devices and preventative maintenance tasks are included here as common tasks.
Cleaning
The following table gives suggestions for cleaning the parts of a computer.
Device Type of maintenance Resources
Keyboard Keyboard covers; regular ‘dusting’ with Original system documentation

compressed air will recommend cleaning
material instructions
Mouse Cleaning mouse ball and rollers; replacing ball Original system documentation
mice with optical mice will solve most problems will recommend cleaning
materials
Monitor Wiping of screen — be careful of the cleaning Original documentation will
products used as some may damage the screen. recommend cleaning materials
Consult the manufacturer’s instructions for the
monitor.
CD/DVD Cleaning drives with CD/DVD cleaning kit CD/DVD cleaning kit
drives documentation
Floppy disk Cleaning drives with FDD cleaning kit FDD cleaning kit
drives documentation
Whole system maintenance

Maintenance of a computer system will also involve:
 checking system event logs regularly
 viewing POST results
 routine checking using system monitoring utilities that track system temperatures, voltages and fan
speeds
 checking for dust accumulation, particularly around fans and vents
 updating drivers for printers, modems, soundcards, video cards and so on, as needed
 updating operating system and application software with the latest service packs; eg later versions of
Windows allow updates to be automatically downloaded and installed, but this can be disabled
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 Updating anti-virus software and virus definitions.
Hard disk maintenance

Software for carrying out hard disk maintenance is provided by the operating system utilities, as well as by third
party software. Typical maintenance will include:
 removal of unwanted files — this can include old files, temporary files, downloaded files, corrupt files,
Internet cookies, and browser history
 removal (uninstalling) of unwanted software
 backup — this may be by means of standard backup/restore software, or through imaging software such
as Norton Ghost
 cleaning up the registry
 defragmenting files
 creating system restore/boot disks
 scanning for viruses, spyware, adware, malware, and so on
 Disk checking using standard diagnostic tests.
Many of these activities can be scheduled to occur automatically. We’ll discuss scheduling in the next section.
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Printers
Most maintenance on printers relates to print quality and paper handling. Maintenance on printers may
include the following.
Component Type of maintenance Resources
Laser printer Cleaning/replacement. Some printer replacement cartridges Printer

drum include the drum, requiring less maintenance. Others may documentation
require a separate maintenance procedure for the drum.
Consult the manufacturer’s instructions.
Ink print Cleaning/replacement. Some printer replacement cartridges Printer
heads include the ink print heads, requiring less maintenance. Others documentation, in-
may require a separate maintenance procedure. Some print built printer
heads also require alignment. Consult the manufacturer’s cleaning utilities
instructions.
Paper rollers Purchasing quality paper, ensuring a dust free environment Printer
and feed path and regular cleaning. Consult the manufacturer’s instructions. documentation
Tape backup systems

Tape backup systems are listed as a separate item here due to their importance in the IT workplace.
Tape drive Cleaning drive heads. This should be done Head cleaning kit and original
regularly. Consult the manufacturer’s instructions. tape drive documentation
Backup Regular viewing of backup logs for errors Backup software documentation
software
Tape media Checking media for errors and tape age against the Backup software documentation
recommended tape life. Perform test restores to and media specifications
confirm reliability of media and backup process.
Low maintenance devices

Many devices such as hubs/switches, scanners and USB devices are normally considered ‘maintenance free’.
However, these units may benefit from the following types of maintenance.
Hub/switch Checking systems log and port statistics for large Original manufacturer’s
error counts documentation
Scanner Glass cleaning with recommended products; Viewing POST diagnostics test
ensuring a dust free environment results
Other devices Viewing POST diagnostics test results; running Viewing POST diagnostics test
regular tasks to ensure the device is functional results
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Scheduling maintenance
Many organisations with a preventative maintenance program will have maintenance tasks organised on a
schedule. The goal of a schedule is to ensure that regular maintenance occurs. Given the time pressures of
working as an IT Support person, a schedule will assist you in organising your workload to ensure that the best
possible service is provided to the client.
If a maintenance schedule does not exist, consider designing one. A schedule should simply include:
1 each preventative maintenance task that should be completed
2 how often the task should be repeated
3 an estimate of the time required to complete the task.
These tasks can then be allocated time in your schedule at the required intervals.
Developing a preventative maintenance schedule

In developing a preventative maintenance schedule, it is important that as an IT Support person you are aware
of the main aims of preventative maintenance. They are:
 to meet the needs of the business
 to extend the working life of equipment
 to reduce the amount of emergency downtime caused by faults that can be prevented
 to be practical
 to make the IT system more cost effective.
Cost effectiveness
It is important that any preventative maintenance be cost effective. It is possible to spend significant amounts of
time cleaning and testing devices such as keyboards and mice to extend their life. However, the replacement
cost of those devices, including the cost of having an inventory of such items on hand, may mean that it is
cheaper to purchase new devices rather than extend the life of the existing devices.
Every maintenance issue must be examined from a cost point of view.
Practicality
Preventative maintenance must be practical within the working of a business. If the process of preventative
maintenance causes a major interruption to the daily working of a business, the maintenance program will fail.
Always try to consider the impact on the users of the computers when considering a preventative maintenance
program.
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Meet business needs
Any maintenance program must meet the needs of the business if it is going to be successful. While this should
have been considered when an SLA was written, the maintenance work must be carried out within the
organisation’s guidelines and requirements.
When should tasks be scheduled?

Scheduled maintenance should obviously impact as little as possible on normal business operations, and should
therefore be carried out at periods of low activity, such as during the night, at weekends or holiday periods. It is
possible to carry out many tasks with very little client awareness or involvement.
There are some useful operating system or third-party tools which allow maintenance tasks to be automatically
scheduled. This is the case with later versions of Windows.
How often should tasks be scheduled?

To determine how frequently maintenance tasks should be done, you should first refer to the types of
documentation mentioned earlier in this topic. The preventative maintenance strategies in place would also help
determine the frequency of tasks. You should also bear in mind the principles listed above. However, if your
organisation is small and you are in the process of developing your own schedule, you’ll need carry out research
and then make these decisions yourself.
For example, how often should a hard disk be defragmented? You’ll find opinion divided on this one, as it
depends on a number of different factors such as hard disk size, how much space is on the disk, and how much
disk and file activity there is. Suggestions range from daily, to three monthly! If it can be scheduled to run
automatically during a period of non-activity, a more frequent schedule can do no harm.
Similar decisions need to be made with respect to the scheduling of backups.
What should be recorded?

Scheduling can be a formal process, where preventative maintenance is carefully scheduled for various business
units within the organisation and formally documented and signed off. It can also be an informal process.
The following should be documented in a preventative maintenance schedule:
1 dates for maintenance to occur
2 business unit/floor/building/computer facilities where the maintenance will occur
3 the IT staff member responsible for completing the maintenance
4 dates for completion
5 notifications that maintenance has been completed
6 comments or notes where problems are detected.
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Reporting problems
Your preventative maintenance schedule will occasionally alert you to potential problems. When this happens,
you should be aware of the appropriate person to inform. Your organisational guidelines and/or service level
agreements should indicate who this is. It may be your supervisor, authorised business representative, external
supplier, or client.
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Under
SUPPORT SERVICE
Level II
Learning Guide #3
Peripherals
Page 30
LO5. Use and maximize operating system & Support input

and output devices
 Maintenance schedule & Fixing unfortunate accident
and malfunctions
Information Sheet – 5
Typical network problem techniques

If a peripheral is connected to a network, it is subject to the problems and mishaps that plague a network. If for
some reason, a peripheral is no longer accessible across a network, you follow standard network
troubleshooting routines to identify the cause.
The exact method of fixing the problem will depend on the make and model of the device, and should be fully
documented in the manual for that device. It is important to read the right manual, as each device is rectified
differently. It is especially important to read health and safety warnings; many tasks must be undertaken with
the power switched off and the device disconnected. Failure to do so can be fatal!
As with any troubleshooting, you are attempting to perform a series of tests that will narrow down the possible
causes of the problem.
Checking for network connectivity

Check as much as possible without moving from your normal helpdesk workstation. You do this as much for
speed as to reduce inconvenience to users. You can check the actual operation of the network by using the
network to locate the workstations involved.
You can also check the configuration of the local computer involved. To do this, you can either ask the user run
the command if they are able to, or else you can make use of one of the help desk applications that allow you to
shadow or ‘take over’ the user’s computer. This command is the IP Configuration command.
Using the search facility for your operating system, search for the workstations involved. It may be necessary to
use a wildcard search to locate the workstations. For example if the shared printers on the network commence
with a ‘P’ then you can search for the string P*.*.
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Opening the command prompt screen

In Windows 2000, you get a command prompt by:
 selecting Start, then selecting Run
 typing the command cmd in the space next to Open:
 pressing Enter
(In Windows 98 you would type command instead of cmd.)
Checking the local computer’s configuration

You should check the configuration of the user’s computer at their computer, or have them run the command, or
alternatively use one of the many applications that allow you to ‘take over’ that computer. From the command
prompt you would type ipconfig. The configuration of the computer will be displayed, and you can check if it is
correct for the network environment.
Also, you can use the same command with a switch/all that will display further information related to the
gateway, DNS information and proxy server. The command is ipconfig/all.
Table 1: Commands to check computer configuration
Syntax Description
ipconfig Displays information on the local PC’s network connection in the LAN,
and the PPP protocol connection to the Internet.
ipconfig/all Displays the same information as the ipconfig command, but has more
information including the network card.
The screen below shows an ipconfig command. All information configured in the computer is displayed.
Figure 1: ipconfig command
The next screen below shows an ipconfig/all command. Again, all information configured in the computer is
displayed.
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Figure 2: ipconfig command
Connectivity in an IP network — using ping and tracert

Most networks these days are configured using IP (Internet Protocol) as the primary (if not the only) protocol.
In this case you can also try to check the network using the IP connectivity tools, ping and tracert (trace route).
You first need to access the command prompt from your operating system.
Using ping
The ping command checks the basic connectivity between you and the target IP address. It sends out an echo
request, the target system receives it and sends back a response. If you receive a response, then there is an active
computer or device at the target address. You also get the time (distance) taken to reach the target, and back.
The screen below shows a ping command and the resulting output showing that it was successful.
Figure 3: A ping command and the resulting output
Notice the (0% Loss) near the mouse pointer. This indicates that the target address exists and is available.
Success!
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The next screen shows unsuccessful output from ping.
Figure 4: A ping command and output — unsuccessful
Notice the (100% Loss) near the mouse pointer. This indicates that the target address is not responding so is not
connected to the network. Failure!
In this case, the request for a response has timed out or taken too long. When using ping with the –t option, you
may get many Request timed out messages, but when you get things working again, you will start receiving
Reply from X.X.X.X. This option is useful on a network with little or no other activity to ensure that something
is happening when you are looking at the network hardware later.
Using tracert
The tracert (trace route) command checks the connectivity between you and the target IP address, just as ping
does, but it also shows all intermediate nodes such as routers and gateways. It sends out an echo request and
gets back information about the network route that was followed to the target system.
If the ping command doesn’t work, then generally you will have similar trouble with tracert and get will
messages like Destination unreachable or Request timed out. You use the tracert command from the
Windows command prompt in the following form:
Table 3: Using tracert command
Syntax Example Description
tracert IP_address tracert 172.16.157.200 Using tracert to trace the route within a
single LAN (Local Area Network). This
gives similar results to the ping
command.
tracert IP_address tracert 224.44.168.13 Using tracert to trace the intermediate
routers and gateways, This gives similar
results to ping for each of these devices
or systems as well.
The following screen shows using tracert within a LAN.
Page 34
Figure 5: Using tracert within a LAN
The following screen shows using tracert through a router or gateway to another LAN.
Figure 6: Using tracert through a router or gateway to another LAN
Connectivity in an IP network
By viewing the results from a number of network commands, you should be able to check if the networked
computer that has the printer attached is reachable over the network. To check that the computer with the
networked printer is reachable use the Ping command. Use the Tracert command, if the networked printer is
accessed through another LAN.
By examining the results of your computer searches, you will be able to narrow down the cause of the problem.
For example, a user’s computer cannot find another computer with a shared printer attached. You are trying to
locate both computers and solve the problem for the user.
The searches you’ve carried out and the direction for further action shouldn’t take too long, and they will give
Remember, you must ask in a way that will encourage the user to help you. You cannot ask in a way that seems
to accuse the user of doing something wrong. It is not an interrogation but an investigation. You are there to
help.
Typical network configuration problems

If a computer cannot view other computers on a network, or cannot access resources such as printers, then
network configurations can be the problem. To check a computer’s configuration to the network you can use the
commands described below. Some companies use shadow software to assist technical staff. With shadow
software installed on client computers, the technician can ‘take over’ the client computer from their own
workstation, run any tests, and make the necessary changes to configurations.
Page 35
Main configuration settings

To join a Local Area Network (LAN), computers must usually have the following configurations in network
settings:
 Network card driver installed
 IP address
 Subnet mask
 Network client software
 Name of the workgroup or domain of which the computer is a member.
If you want others to access files on your computer, or if your computer acts as a host to a printer, then you will
also install ‘file and print service’.
If the network is configured as a client/server network or domain, then each computer must have:
 a Domain Name Server (DNS) address
 Dynamic Host Configuration Protocol (DHCP) enabled (if the IP Address is to be obtained
automatically when the computer is turned on).
If the network is configured so client computers can access another network or the Internet, each computer may
need to be configured with the default gateway IP address. Also, the browser used to view websites must have
its connections correctly set, which may include proxy server IP address and port settings.
Internet Protocol (IP) overview

Internet Protocol (IP) is the main protocol used to connect networks. The most common IP addressing system
currently used is IPv4, which we will look at here. This is a 32-bit addressing system. A newer and more
encompassing addressing system, IPv6, which comprises 128 bits, is planned to supersede Ipv4 in time.
To arrive at 32 bits, the IP address is broken into 4 octets that consist of 8 bits each. A bit is a 0 or a 1 and each
octet is changed into a decimal equivalent number between 0 and 255.
There are three classes of IP addresses, and each of them has a network portion and a host portion. A subnet
mask helps distinguish the two parts.
Table 1: The three classes of IP address
IP address Range Subnet mask
Class A 0.0.0.0 to 127.255.255.255 255.0.0.0

Class B 128.0.0.0 to 191.255.255.255 255.255.0.0
Class C 192.0.0.0 to 223.255.255.255 255.255.255.0
There are a number of IP addresses that cannot be used on networks. They are used for special purposes such as
Internet testing, local testing, or can only be used for LANs.
 In a Class A network the first octet, being the network portion, must be the same on each computer, and
the following three octets, the host portion, must be unique to each computer.
Page 36
 In a Class B network, the first two octets must be the same on each computer and the host portion (being
the last two octets) must be unique to each computer.
 In a Class C network, the first three octets must be the same on each computer for the network portion,
and the last octet must be unique as this is the host portion.
A host computer can have an IP address set as a static number. This means they will always have the same IP
address. On larger networks, DHCP is used for the client computers. This means that each time the computer is
turned on it is given an IP address and other configuration information from the DHCP server. In this case, the
DHCP server is software that is installed, often in the main login server, such as the domain controller.
Page 37
Operation Sheet 1 Common configurations
Common configurations
A common IP address used in many private networks is 192.168.0.x, where x is the unique number for each
host on the network. A private network is not part of the Internet. A host is usually a computer or a networked
printer. Often the first few numbers on a network are reserved for servers. For example:
192.168.0.1 Main login server
192.168.0.2 Backup login server
192.168.0.3 Database server
192.168.0.4 Web server
192.168.0.5 File and data server
192.168.0.6 to 192.168.0.9 Reserved for new servers
192.168.0.10 to 192.168.254 Clients, ie. Individual computers.
If there are only a few computers in a network, each one may have the setting configured manually. This is
known as a static setting. In larger networks, a DHCP server will issue each of the computers an IP address as
they are turned on. This is known as a dynamic setting.
Settings on the computer

As you can see, there are many places where configuration problems can occur. To check these, you can view
each of the configuration settings on a computer, or you can test it from another location.
Example: Settings with Microsoft Windows XP operating system

Here we will consider the common settings on a client computer with the Microsoft Windows XP operating
system. There will be other variations if you are using other versions of Windows operating systems, or are in a
Linux environment, or you use an Apple computer, or if you connect to other servers such as Netware or Unix.
To make these configuration changes you may need the operating system disk.
Local area connection properties
You access local area connection properties from the computer desktop. For example, select Start, Connect to,
Show All Connections, then right-click on Local Area Connection and choose Properties.
To install File and print sharing, just tick the box. To install the ‘Client for Microsoft Networks’ you choose
Install, then Client, and then follow the prompts. To install TCP/IP, choose Install, then Protocol, then
TCP/IP and follow the prompts.
Page 38
Figure 2: Screen to
figure 1: Window to adjust the TCP/IP adjust the default gateway and DNS
setting or view it after protocol is installed settings
To adjust the TCP/IP setting or view it after the protocol has been installed, you access Local Area Connection
Properties, highlight Internet Protocol (TCP/IP) then choose Properties, as in Figure 2.
From System Properties you can also adjust the

default gateway and DNS settings. From the
Figure 3: Advanced tab you can edit the IP settings, add further
System DNS settings or WINS settings. WINS is a protocol
properties used to resolve names to IP addresses (like DNS) for
screen older versions of Windows operating systems.
showing
tab for Once the various settings are configured correctly,
computer you can then check that the computer has its
name membership correctly set in the workgroup or domain.
Choose Start, then Control Panel, then System.
From this dialogue box choose the Computer Name
tab, and then click Change.
The name of each computer or host must be unique.
Type in the name of the domain or workgroup that the
computer needs to join.
Reflection activity
Page 39
Look around a workplace to which you have access.

 Do certain kinds of network problems regularly occur?
 How are the problems solved?
 What networking activities take place?
Typical network problem-solving techniques

In any troubleshooting procedure a series of tests narrows down the possible causes of a problem. The following
procedure can be used as a guideline — each organisation will have their own procedures to suit their
computing environment.
Table 3: When the user cannot access a peripheral on the network — typical techniques for troubleshooting
Item Commands 
Check that the network cables are securely in place at the back of the computer. 
Check that cables to hubs, switches, bridges and routers are fixed securely in their 
sockets.
Check the network configuration on Use the commands ‘ipconfig/all’ 
workstations involved, to ensure that they are and ‘ping’.
correct.
Check that you can access other computers Use the commands ‘ping’ or 
and peripherals on the network. ‘tracert’ if part of your network is
on the other side of a router.
Check the permissions to ensure that the user has the right levels of access 
network resources.
Check that an individual user is in the correct group that has access to network 
resources
Check and replace the network cards and drivers, as required. 
Check the configurations of the default Use the command ‘ipconfig/all’ 

gateway and browser proxy server setting. for the default gateway, and
‘Tools’, ‘Internet Options’ in the
browser to check proxy settings.
Page 40

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Training, Teaching and Learning Materials Development Lo

LO1: Confirm requirements of client

Instruction LO1 Confirm requirements of client

learning outcome stated in the cover page.

o Identifying and confirming client peripherals.

1. Read the specific objectives of this Learning Guide.

*Your teacher will evaluate your output either satisfactory or unsatisfactory. If

Information Sheet – 1 Identify and document client requirements

Document the client’s requirements and report them

LIFE LINE INFORMATION TECHNOLOGY AND

LO2 obtain required peripherals

Obtaining new components

Common types of computer networks may be identified by their scale.

Personal area network

Local area network

Home area network

Wide area network

Global area network

Enterprise Private Network

Virtual private network

Sample VPN used to interconnect 3 office and Remote users

What are Straight and Crossover cable

1) Connect a computer to a switch/hub's normal port.

1) Connect 2 computers directly.

LO3 connect hardware peripherals& install peripherals to a

Planning is the key

 a small torch to look inside dark corners

Hand tools for component installation

Computer toolkits are available from electronic suppliers such as:

Your user manual may contain information on:

General notes on planning the installation of

Minimum system requirements

Software installation types

General notes on planning the installation of

Hard drives and optical drives

Primary Master Typically boot hard drive

Software device drivers

LO4. Administer and support peripheral services& Maintain

Determining your organization’s maintenance

External service level agreements

Fixed service versus per-call cover

Software warranties and maintenance agreements

Procedures for internal clients

Preventative maintenance tasks

Common hardware maintenance tasks

Device Type of maintenance Resources

Keyboard Keyboard covers; regular ‘dusting’ with Original system documentation

Whole system maintenance

 Updating anti-virus software and virus definitions.

Hard disk maintenance

Component Type of maintenance Resources

Laser printer Cleaning/replacement. Some printer replacement cartridges Printer

Tape backup systems

Low maintenance devices

Developing a preventative maintenance schedule

Meet business needs

When should tasks be scheduled?

How often should tasks be scheduled?

What should be recorded?

LO5. Use and maximize operating system & Support input

Typical network problem techniques

Checking for network connectivity

Opening the command prompt screen