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IT Essentials: PC Hardware and Software Companion Guide 4th edition [Multiple-component retail product]

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  • Ilmumisaeg: 21-Oct-2010
  • Kirjastus: Cisco Press
  • ISBN-10: 158713263X
  • ISBN-13: 9781587132636
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  • Formaat: Multiple-component retail product, 792 pages, kõrgus x laius x paksus: 209x232x56 mm, kaal: 1614 g, Contains 1 Paperback / softback and 1 CD-ROM
  • Ilmumisaeg: 21-Oct-2010
  • Kirjastus: Cisco Press
  • ISBN-10: 158713263X
  • ISBN-13: 9781587132636
Teised raamatud teemal:
Püsilink: https://www.kriso.ee/db/9781587132636.html

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:

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

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

n 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.)

Introduction xxxvi
Chapter 1 Introduction to the Personal Computer
1(50)
Objectives
1(1)
Key Terms
1(2)
Explain IT Industry Certifications
3(3)
Identify Education and Certifications
4(1)
Describe the A+ Certification
5(1)
Describe the EUCIP Certification
5(1)
Module 1 PC Hardware
5(1)
Module 2 Operating Systems
5(1)
Module 3 Local Area Network and Network Services
6(1)
Module 4 Expert Network Use
6(1)
Module 5 IT Security
6(1)
Describe a Computer System
6(1)
Identify the Names, Purposes, and Characteristics of Cases and Power Supplies
7(5)
Describe Cases
7(2)
Describe Power Supplies
9(1)
Connectors
9(1)
Electricity and Ohm's Law
10(2)
Identify the Names, Purposes, and Characteristics of Internal Components
12(18)
Identify the Names, Purposes, and Characteristics of Motherboards
13(1)
Identify the Names, Purposes, and Characteristics of CPUs
14(5)
Identify the Names, Purposes, and Characteristics of Cooling Systems
19(1)
Identify the Names, Purposes, and Characteristics of ROM and RAM
20(1)
ROM
20(1)
RAM
21(1)
Memory Modules
22(1)
Cache Memory
22(1)
Error Checking
22(1)
Identify the Names, Purposes, and Characteristics of Adapter Cards
23(1)
Identify the Names, Purposes, and Characteristics of Storage Drives
24(1)
Floppy Drive
25(1)
Hard Drive
25(1)
Optical Drive
26(1)
External Flash Drive
26(1)
Types of Drive Interfaces
26(3)
Identify the Names, Purposes, and Characteristics of Internal Cables
29(1)
Identify the Names, Purposes, and Characteristics of Ports and Cables
30(7)
Serial Ports and Cables
31(1)
Modem Ports and Cables
31(1)
USB Ports and Cables
32(1)
FireWire Ports and Cables
32(1)
Parallel Ports and Cables
33(1)
SCSI Ports and Cables
34(1)
Network Ports and Cables
34(1)
PS/2 Ports
35(1)
Audio Ports
36(1)
Video Ports and Connectors
36(1)
Identify the Names, Purposes, and Characteristics of Input Devices
37(2)
Identify the Names, Purposes, and Characteristics of Output Devices
39(4)
Monitors and Projectors
39(3)
All-in-One Printer
42(1)
Speakers and Headphones
42(1)
Explain System Resources and Their Purposes
43(4)
Interrupt Requests
43(1)
Input/Output (I/O) Port Addresses
44(1)
Direct Memory Access
45(2)
Summary
47(1)
Summary of Exercises
47(1)
Check Your Understanding
48(3)
Chapter 2 Safe Lab Procedures and Tool Use
51(28)
Objectives
51(1)
Key Terms
51(1)
Explain the Purpose of Safe Working Conditions and Procedures
52(9)
Identify Safety Procedures and Potential Hazards for Users and Technicians
52(1)
General Safety Guidelines
53(1)
Electrical Safety Guidelines
53(1)
Fire Safety Guidelines
53(2)
Identify Safety Procedures to Protect Equipment from Damage and Data from Loss
55(1)
Electrostatic Discharge
55(1)
Electromagnetic Interference
56(1)
Climate
56(1)
Power Fluctuation Types
56(1)
Power Protection Devices
57(1)
Identify Safety Procedures to Protect the Environment from Contamination
58(1)
Material Safety Data Sheet
58(2)
Proper Disposal of Batteries
60(1)
Proper Disposal of Monitors or CRTs
60(1)
Proper Disposal of Toner Kits, Cartridges, and Developers
61(1)
Proper Disposal of Chemical Solvents and Aerosol Cans
61(1)
Identify Tools and Software Used with Personal Computer Components and Their Purposes
61(7)
Identify Hardware Tools and Their Purpose
62(1)
ESD Tools
62(1)
Hand Tools
62(1)
Cleaning Tools
63(1)
Diagnostic Tools
63(1)
Identify Software Tools and Their Purpose
63(1)
Disk Management Tools
63(1)
Protection Software Tools
64(1)
Identify Organizational Tools and Their Purpose
65(1)
Personal Reference Tools
65(1)
Internet Reference Tools
65(1)
Miscellaneous Tools
66(2)
Implement Proper Tool Use
68(8)
Demonstrate Proper Use of an Antistatic Wrist Strap
68(2)
Demonstrate Proper Use of an Antistatic Mat
70(1)
Antistatic Mat
70(1)
Workbench
70(1)
Demonstrate Proper Use of Various Hand Tools
71(1)
Screws
71(1)
Flat-Head Screwdriver
71(1)
Phillips-Head Screwdriver
72(1)
Hex Driver
72(1)
Part Retriever, Needle-Nose Pliers, or Tweezers
72(1)
Demonstrate Proper Use of Cleaning Materials
73(1)
Computer Cases and Monitors
74(1)
LCD Screens
74(1)
CRT Screens
74(1)
Component Contacts
74(1)
Keyboard
74(1)
Mouse
75(1)
Summary
76(1)
Summary of Exercises
76(1)
Labs
76(1)
Worksheets
76(1)
Check your Understanding
77(2)
Chapter 3 Computer Assembly---Step by Step
79(24)
Objectives
79(1)
Key Terms
79(1)
Open the Case
80(1)
Install the Power Supply
80(1)
Attach the Components to the Motherboard and Install the Motherboard
81(5)
Install a CPU and a Heat Sink/Fan Assembly
82(1)
CPU
82(1)
Heat Sink/Fan Assembly
83(1)
Install the RAM
84(1)
Install the Motherboard
85(1)
Install Internal Drives
86(1)
Install Drives in External Bays
86(2)
Install the Optical Drive
86(1)
Install the Floppy Drive
87(1)
Install Adapter Cards
88(3)
Install the NIC
88(1)
Install the Wireless NIC
89(1)
Install the Video Adapter Card
89(2)
Connect All Internal Cables
91(2)
Connect the Power Cables
91(1)
Motherboard Power Connections
91(1)
SATA Power Connectors
91(1)
Molex Power Connectors
91(1)
Berg Power Connectors
92(1)
Connect the Data Cables
92(1)
PATA Data Cables
92(1)
SATA Data Cables
92(1)
Reattach the Side Panels and Connect External Cables to the Computer
93(3)
Reattach the Side Panels to the Case
93(1)
Connect External Cables to the Computer
93(1)
Floppy Drive Data Cables
94(2)
Boot the Computer for the First Time
96(3)
Identify Beep Codes
96(1)
Describe BIOS Setup
97(2)
Summary
99(1)
Summary of Exercises
99(1)
Labs
99(1)
Virtual Desktop Activities
100(1)
Check Your Understanding
100(3)
Chapter 4 Basics of Preventive Maintenance and Troubleshooting
103(12)
Objectives
103(1)
Key Terms
103(1)
Explain the Purpose of Preventive Maintenance
104(2)
Hardware
104(1)
Software
105(1)
Benefits
105(1)
Identify the Steps of the Troubleshooting Process
106(7)
Explain the Purpose of Data Protection
106(1)
Data Backup
107(1)
Idetify the Problem
107(1)
Conversation Etiquette
108(1)
Open-Ended Questions
108(1)
Closed-Ended Questions
108(1)
Documenting Responses
109(1)
Event Viewer
109(1)
Device Manager
110(1)
Beep Codes
110(1)
BIOS Information
110(1)
Diagnostic Tools
111(1)
Establish a Theory of Probable Causes
111(1)
Test the Theory to Determine an Exact Cause
111(1)
Implement the Solution
111(1)
Verify Solution, Full System Functionality, and If Applicable, Implement Preventive Measures
112(1)
Document Findings, Actions, and Outcomes
112(1)
Summary
113(1)
Summary of Exercises
113(1)
Check Your Understanding
113(2)
Chapter 5 Fundamental Operating Systems
115(72)
Objectives
115(1)
Key Terms
115(2)
Explain the Purpose of an Operating System
117(6)
Describe Characteristics of Modern Operating Systems
117(1)
Control Hardware Access
117(1)
File and Folder Management
118(1)
User Interface
118(2)
Application Management
120(1)
Explain Operating System Concepts
120(1)
Modes of Operation
120(1)
Real Mode
121(1)
Protected Mode
121(1)
Virtual Real Mode
121(1)
Compatibility Mode
122(1)
32-Bit Versus 64-Bit
122(1)
Processor Architecture
123(3)
Describe and Compare Operating Systems to Include Purpose, Limitations, and Compatibilities
123(1)
Describe Desktop Operating Systems
123(1)
Microsoft Windows
124(1)
Apple Mac OS
124(1)
UNIX/Linux
125(1)
Describe Network Operating Systems
125(1)
Determine Operating System Based on Customer Needs
126(3)
Identify Applications and Environments That Are Compatible with an Operating System
126(1)
Determine Minimum Hardware Requirements and Compatibility with the OS Platform
127(1)
Hardware Compatibility List
128(1)
Install an Operating System
129(19)
Identify Hard Drive Setup Procedures
130(1)
Partitioning and Formatting
130(1)
Prepare the Hard Drive
131(3)
Install the Operating System Using Default Setting
134(2)
Create User Accounts
136(1)
Complete the Installation
137(2)
Describe Custom Installation Options
139(1)
Disk Cloning
139(1)
Network Installation
140(1)
Recovery Disc
140(1)
Factory Recovery Partition
141(1)
Identify the Boot Sequence Files and Registry Files
141(1)
Windows XP Boot Process
141(1)
NTLDR and the Windows Boot Menu
142(1)
Windows Registry
142(1)
NT Kernel
143(1)
Describe How to Manipulate Operating System Files
143(1)
Startup Modes
144(1)
Describe Directory Structures
145(1)
File Extensions and Attributes
145(2)
Describe NTFS and FAT32
147(1)
Navigate a GUI (Windows)
148(18)
Manipulate Items on the Desktop
149(1)
Display Properties
150(1)
Desktop Items
150(1)
Start Menu
151(1)
My Computer
151(1)
Launching Applications
152(1)
My Network Places
152(1)
Explore Control Panel Applets
153(1)
Control Panel Applets
153(2)
Display Settings
155(1)
Explore Administrative Tools
155(1)
Computer Management
156(1)
Device Manager
156(1)
Task Manager
157(1)
Services
158(1)
Performance Monitor
158(1)
Event Viewer
159(1)
MMC
159(1)
Remote Desktop
160(1)
Performance Settings
160(1)
Install, Navigate, and Uninstall an Application
161(1)
Add or Remove Programs Applet
162(1)
Add an Application
162(1)
Uninstall an Application
163(1)
Describe Upgrading an Operating System
164(1)
Upgrading the Operating System to Windows XP
164(1)
Upgrading the Operating System to Windows Vista
165(1)
Identify and Apply Common Preventive Maintenance Techniques for Operating Systems
166(9)
Create a Preventive Maintenance Plan
166(1)
Preventive Maintenance Planning
166(1)
Device Driver Updates
167(1)
Firmware Updates
167(1)
Operating System Updates
167(1)
Security
167(1)
Startup Programs
168(1)
Schedule a Task
168(1)
System Utilities
169(1)
Automatic Updates
169(1)
Restore Point
170(1)
Backup Status and Configuration
171(1)
ERD and ASR
172(1)
Back Up the Hard Drive
172(1)
Normal Backup
173(1)
Copy Backup
173(1)
Differential Backup
173(1)
Incremental Backup
174(1)
Daily Backup
174(1)
Backup Media
174(1)
Troubleshoot Operating Systems
175(7)
Review the Troubleshooting Process
175(1)
Step 1 Identify the Problem
175(1)
Step 2 Establish a Theory of Probable Causes
176(1)
Step 3 Determine an Exact Cause
176(1)
Step 4 Implement a Solution
177(1)
Step 5 Verify Solution and Full System Functionality
177(1)
Step 6 Document Findings
178(1)
Identify Common Problems and Solutions
178(4)
Summary
182(1)
Summary of Exercises
182(1)
Labs
182(1)
Worksheets
183(1)
Check Your Understanding
183(4)
Chapter 6 Fundamental Laptops and Portable Devices
187(52)
Objectives
187(1)
Key Terms
187(2)
Describe Laptops and other Portable Devices
189(2)
Identify Common Uses of Laptops
190(1)
Identify Common Uses of PDAs and Smartphones
190(1)
Identify and Describe the Components of a Laptop
191(11)
Describe the Components Found on the Outside of the Laptop
192(4)
Describe Input Devices Found on Laptops
196(3)
Describe the Components Found on the Laptop Docking Station
199(3)
Compare and Contrast Desktop and Laptop Components
202(6)
Compare and Contrast Desktop and Laptop Motherboards
202(1)
Compare and Contrast Desktop and Laptop Processors
203(1)
Compare and Contrast Desktop and Laptop Power Management
203(1)
Compare and Contrast Desktop and Laptop Expansion Capabilities
204(4)
Explain How to Configure Laptops
208(14)
Describe How to Configure Power Settings
209(2)
Configuring Power Settings in Windows XP and Vista
211(1)
Managing Power Usage
211(1)
Power Management for the Hard Drive and the Display
212(1)
Setting the Laptop Power Options
213(1)
Adjusting Low Battery Warnings
214(1)
Describe the Safe Installation and Removal of Laptop Components
215(1)
Battery Replacement Steps
216(1)
Optical Drive Replacement Steps
216(1)
Hard Drive Replacement Steps
217(1)
Expansion Memory Replacement Steps
217(1)
PC Expansion Card Replacement Steps
217(1)
Hot-Swappable Device Removal Steps
218(1)
Laptop Communication Hardware Installation and Configuration
218(1)
Ethernet Installation and Configuration Steps
218(1)
Wireless Ethernet Installation and Configuration Steps
219(1)
Modem Installation and Configuration Steps
219(1)
Bluetooth Installation and Configuration Steps
220(1)
Infrared Installation and Configuration Steps
220(1)
Cellular WAN Installation and Configuration Steps
221(1)
Compare the Different Mobile Phone Standards
222(2)
Identify Common Preventive Maintenance Techniques for Laptops and Portable Devices
224(4)
Identify Appropriate Cleaning Procedures
225(1)
Laptop Keyboard Cleaning Procedures
225(1)
Ventilation Cleaning Procedures
225(1)
LCD Cleaning Procedures
226(1)
Touch Pad Cleaning Procedures
226(1)
Floppy Drive Cleaning Procedures
226(1)
Optical Drive Cleaning Procedures
227(1)
Cleaning a CD or DVD Disc
227(1)
Identify Optimal Operating Environments
227(1)
Describe How to Troubleshoot Laptops and Portable Devices
228(6)
Review the Troubleshooting Process
229(2)
Identify Common Problems and Solutions
231(3)
Summary
234(1)
Summary of Exercises
234(1)
Worksheets
235(1)
Virtual Laptop Activities
235(1)
Check Your Understanding
235(4)
Chapter 7 Fundamental Printers and Scanners
239(38)
Objectives
239(1)
Key Terms
239(1)
Describe the Types of Printers Currently Available
240(12)
Describe the Characteristics and Capabilities of Printers
241(1)
Capacity and Speed
241(1)
Color or Black and White
241(1)
Quality
241(1)
Reliability
242(1)
Total Cost of Ownership
242(1)
Describe Printer-to-Computer Interfaces
242(1)
Serial Ports
242(1)
Parallel Ports
243(1)
SCSI Interfaces
243(1)
USB Interfaces
243(1)
Fire Wire Connections
244(1)
Ethernet Connections
244(1)
Wireless Connections
244(1)
Describe Laser Printers
245(2)
Describe Impact Printers
247(1)
Describe Inkjet Printers
248(1)
Describe Solid-Ink Printers
249(1)
Describe Other Printer Types
250(1)
Thermal Printers
250(1)
Dye-Sublimation Printers
251(1)
Describe the Installation and Configuration Process for Printers
252(9)
Describe How to Set Up a Printer
253(1)
Explain How to Power and Connect the Device Using a Local or Network Port
254(1)
Describe How to Install and Update the Device Driver, Firmware, and RAM
255(1)
Printer Drivers
255(1)
Firmware
256(1)
Printer Memory
256(1)
Identify Configuration Options and Default Settings
257(1)
Describe How to Optimize Printer Performance
258(1)
Describe How to Print a Test Page
259(1)
Printing a Test Page
259(1)
Printing from an Application
259(1)
Testing a Printer
259(1)
Testing the Printer from the Printer Panel
260(1)
Describe How to Share a Printer
260(1)
Describe the Types of Scanners Currently Available
261(5)
Describe Scanner Types, Resolution, and Interfaces
262(1)
Describe All-in-One Devices
263(1)
Describe Flatbed Scanners
264(1)
Describe Handheld Scanners
265(1)
Describe Drum Scanners
265(1)
Describe the Installation and Configuration Process for Scanners
266(2)
Explain How to Power and Connect a Scanner
266(1)
Describe How to Install and Update the Device Driver
267(1)
Identify Configuration Options and Default Settings
267(1)
Identify and Apply Common Preventive Maintenance Techniques for Printers and Scanners
268(2)
Describe Printer Maintenance
269(1)
Describe Scanner Maintenance
269(1)
Troubleshoot Printers and Scanners
270(2)
Review the Troubleshooting Process
270(1)
Identify Common Problems and Solutions
270(2)
Summary
272(1)
Summary of Exercises
273(1)
Labs
273(1)
Check Your Understanding
273(4)
Chapter 8 Fundamental Networks
277(68)
Objectives
277(1)
Key Terms
277(3)
Explain the Principles of Networking
280(3)
Define Computer Networks
281(1)
Explain the Benefits of Networking
282(1)
Describe Types of Networks
283(5)
Describe a LAN
284(1)
Describe a WAN
285(1)
Describe a WLAN
285(1)
Explain Peer-to-Peer Networks
286(1)
Explain Client/Server Networks
287(1)
Describe Basic Networking Concepts and Technologies
288(10)
Explain Bandwidth and Data Transmission
288(2)
Describe IP Addressing
290(1)
Dotted Decimal
290(1)
Classful Subnetting
291(1)
Subnet Mask
291(1)
Manual Configuration
292(1)
Define DHCP
293(1)
Define NAT
294(1)
Describe Internet Protocols and Applications
295(1)
Define ICMP
296(2)
Describe the Physical Components of a Network
298(8)
Identify the Names, Purposes, and Characteristics of Network Devices
299(1)
Hubs
299(1)
Bridges and Switches
300(1)
Routers
300(1)
Wireless Access Points
301(1)
Multipurpose Devices
302(1)
Identify the Names, Purposes, and Characteristics of Common Network Cables
302(1)
Twisted Pair
302(2)
Category Rating
304(1)
Coaxial Cable
304(1)
Fiber-Optic Cable
305(1)
Describe LAN Topologies and Architectures
306(4)
Describe LAN Topologies
308(1)
Physical Topologies
308(1)
Logical Topologies
309(1)
Describe LAN Architectures
309(1)
Ethernet
309(1)
Token Ring
310(1)
FDDI
310(1)
Identify Standards Organizations
310(2)
Identify Ethernet Standards
312(4)
Explain Cabled Ethernet Standards
313(1)
Ethernet Technologies
313(2)
Summary of Ethernet Technologies
315(1)
Explain Wireless Ethernet Standards
315(1)
Explain the OSI and TCP/IP Data Models
316(6)
Define the TCP/IP Model
317(1)
Application Layer Protocols
318(1)
Transport Layer Protocols
318(1)
Internet Layer Protocols
319(1)
Network Access Layer Protocols
319(1)
Define the OSI Model
319(2)
Compare the OSI and TCP/IP Models
321(1)
Describe How to Configure a NIC and a Modem
322(6)
Install or Update a NIC Driver
322(1)
Uninstall a NIC Driver
323(1)
Attach the Computer to an Existing Network
323(3)
Describe the Installation of a Modem
326(1)
AT Commands
327(1)
Identify the Names, Purposes, and Characteristics of Other Technologies Used to Establish Connectivity
328(6)
Describe Telephone Technologies
328(1)
Analog Telephone
329(1)
Integrated Services Digital Network (ISDN)
329(1)
Digital Subscriber Line (DSL)
329(1)
Define Power Line Communication
330(1)
Define Broadband
331(1)
Cellular
332(1)
Cable
332(1)
DSL
332(1)
Satellite
333(1)
Fiber Broadband
333(1)
Define VoIP
333(1)
Define VPN
334(1)
Identify and Apply Common Preventive Maintenance Techniques Used for Networks
334(1)
Counterfeiting and the IT Industry
335(1)
Troubleshoot a Network
335(6)
Review the Troubleshooting Process
336(2)
Identify Common Network Problems and Solutions
338(3)
Summary
341(1)
Summary of Exercises
342(1)
Labs
342(1)
Worksheets
342(1)
Packet Tracer Activities
342(1)
Check Your Understanding
343(2)
Chapter 9 Fundamental Security
345(32)
Objectives
345(1)
Key Terms
345(2)
Explain Why Security Is Important
347(1)
Describe Security Threats
348(6)
Define Viruses, Worms, and Trojans
349(1)
Explain Web Security
350(1)
Define Adware, Spyware, and Grayware
350(1)
Explain Denial of Service
351(1)
Describe Spam and Popup Windows
351(1)
Explain Social Engineering
352(1)
Explain TCP/IP Attacks
353(1)
Explain Data Wiping, Hard Drive Destruction, and Recycling
353(1)
Data Wiping
353(1)
Hard Drive Destruction
354(1)
Hard Drive Recycling
354(1)
Identify Security Procedures
354(10)
Explain what is Required in a Basic Local Security Policy
355(1)
Explain the Tasks Required to Protect Physical Equipment
356(1)
Describe Ways to Protect Data
357(1)
Password Protection
358(1)
Data Encryption
359(1)
Software Firewall
359(1)
Data Backups
360(1)
Smart Card Security
361(1)
Biometric Security
361(1)
File System Security
361(1)
Describe Wireless Security Techniques
362(2)
Identify Common Preventive Maintenance Techniques for Security
364(3)
Explain How to Update Signature Files for Antivirus and Antispyware Software
365(1)
Explain How to Install Operating System Service Packs and Security Patches
366(1)
Troubleshoot Security
367(5)
Review the Troubleshooting Process
367(1)
Step 1 Identify the Problem
367(1)
Step 2 Establish a Theory of Probably Causes
368(1)
Step 3 Determine an Exact Cause
368(1)
Step 4 Implement the Solution
368(1)
Step 5 Verify Solution and Full System Functionality
369(1)
Step 6 Document Findings
369(1)
Identify Common Problems and Solutions
370(2)
Summary
372(1)
Summary of Exercises
372(1)
Worksheets
372(1)
Packet Tracer Activities
372(1)
Check Your Understanding
373(4)
Chapter 10 Communication Skills
377(26)
Objectives
377(1)
Key Terms
377(1)
Explain the Relationship Between Communication and Troubleshooting
378(1)
Describe Good Communication Skills and Professional Behavior
379(12)
Determine the Computer Problem of the Customer
380(1)
Display Professional Behavior with the Customer
381(2)
Focus the Customer on the Problem During the Call
383(1)
Talkative Customer
383(1)
Rude Customer
383(1)
Angry Customer
384(1)
Knowledgeable Customer
385(1)
Inexperienced Customer
385(1)
Use Proper Netiquette
386(1)
Implement Time and Stress Management Techniques
386(1)
Workstation Ergonomics
386(1)
Time Management
387(1)
Stress Management
388(1)
Observe Service Level Agreements
389(1)
Follow Business Policies
390(1)
Explain Ethics and Legal Aspects of Working with Computer Technology
391(1)
Ethical Customs
391(1)
Legal Rules
392(1)
Describe the Call Center Environment and Technician Responsibilities
392(5)
Describe the Call Center Environment
393(1)
Describe Level-One Technician Responsibilities
394(1)
Describe Level-Two Technician Responsibilities
395(2)
Summary
397(1)
Summary of Exercises
398(1)
Worksheets
398(1)
Class Discussions
398(1)
Check Your Understanding
398(5)
Chapter 11 Advanced Personal Computers
403(62)
Objectives
403(1)
Key Terms
403(1)
Give an Overview of Field, Remote, and Bench Technician Jobs
404(1)
Explain Safe Lab Procedures and Tool Use
405(6)
Review Safe Working Environments and Procedures
406(1)
Review Names, Purposes, Characteristics, and Safe and Appropriate Use of Tools
407(3)
Identify Potential Safety Hazards and Implement Proper Safety Procedures for Computer Components
410(1)
Describe Environmental Issues
411(1)
Describe Situations Requiring Replacement of Computer Components
411(18)
Select a Case and Power Supply
412(1)
Select a Motherboard
413(1)
Select the CPU and Heat Sink/Fan Assembly
414(3)
Select RAM
417(2)
Select Adapter Cards
419(1)
Graphics Cards
420(1)
Sound Cards
420(1)
Storage Controllers
421(1)
Input/Output Cards
421(1)
Network Interface Cards
422(1)
Capture Cards
422(1)
Select Storage Devices and Hard Drives
423(2)
Floppy Disk Drive
425(1)
Media Readers
425(1)
Hard Drives
426(1)
Solid State Drives
426(1)
Optical Drives
427(1)
External Storage
427(1)
Select Input and Output Devices
428(1)
Upgrade and Configure Personal Computer Components and Peripherals
429(14)
Upgrade and Configure a Motherboard
430(1)
CPU Installation
431(1)
Jumper Settings
431(1)
CMOS Battery Installation
432(1)
Motherboard Installation
432(1)
BIOS Updates
433(1)
Advanced BIOS Settings
433(1)
Upgrade and Configure a CPU and a Heat Sink/Fan Assembly
434(3)
Upgrade and Configure RAM
437(1)
Upgrade and Configure BIOS
438(2)
Upgrade and Configure Storage Devices and Hard Drives
440(1)
Upgrade and Configure Input and Output Devices
441(2)
Identify and Apply Common Preventive Maintenance Techniques for Personal Computer Components
443(5)
Clean Internal Components
443(1)
Clean the Case
444(1)
Inspect Computer Components
445(1)
CPU and Cooling System
445(1)
RAM Connections
445(1)
Storage Devices
446(1)
Adapter Cards
447(1)
Power Devices
447(1)
Loose Screws
447(1)
Keyboard and Mouse
448(1)
Cables
448(1)
Troubleshoot Computer Components and Peripherals
448(13)
Review the Troubleshooting Process
448(3)
Identify Common Problems and Solutions
451(1)
Storage Device Problems
451(3)
Motherboard and Internal Component Problems
454(2)
Power Supply Problems
456(1)
CPU Problems and Memory Problems
457(2)
Apply Troubleshooting Skills
459(2)
Summary
461(1)
Summary of Exercises
461(1)
Labs
461(1)
Worksheets
462(1)
Check Your Understanding
462(3)
Chapter 12 Advanced Operating Systems
465(50)
Objectives
465(1)
Key Terms
465(1)
Select the Appropriate Operating System Based on Customer Needs
466(3)
Describe Operating Systems
468(1)
Describe Network Operating Systems
468(1)
Windowns OS Directory Structures
469(2)
User File Locations
470(1)
System File Locations
470(1)
Fonts
470(1)
Temporary Files
470(1)
Program Files
470(1)
Offline Files and Folders
471(1)
Install, Configure, and Optimize an Operating System
471(23)
Compare and Contrast a Default Installation and a Custom Installation
472(1)
Install Windows XP Professional Using a Custom Installation
473(1)
Unattended Installation in Windows XP
474(1)
Unattended Installation in Windows Vista
475(1)
Image-Based Installation
475(1)
Remote Installation
475(1)
Create, View, and Manage Disks, Directories, and Files
476(1)
Disk Structure
476(2)
Drive Status
478(1)
File System
479(1)
Identify Procedures and Utilities Used to Optimize the Performance of Operating Systems
480(1)
System Tools
480(3)
Administrative Tools
483(1)
Services
484(1)
Device Manager
484(1)
Task Manager
484(1)
System Monitor
485(1)
Regional and Language Options
486(1)
Temporary Files
486(1)
Identify Procedures and Utilities Used to Optimize the Performance of Browsers
487(2)
Describe Installation, Use, and Configuration of Email Software
489(2)
Set Screen Resolution and Update the Video Driver
491(2)
Describe Installation of a Second Operating System
493(1)
The Boot.ini File
494(1)
Windows CLI Commands
494(1)
MSCONFIG
494(1)
SFC
495(1)
Describe How to Upgrade Operating Systems
495(2)
Describe Preventive Maintenance Procedures for Operating Systems
497(4)
Schedule Automatic Tasks and Updates
497(1)
GUI Scheduled Tasks
497(1)
CLI Scheduled Tasks
498(1)
Windows Automatic Updates
498(1)
Set Restore Points
499(2)
Troubleshoot Operating Systems
501(10)
Review the Troubleshooting Process
501(1)
Step 1 Identify the Problem
501(1)
Step 2 Establish a Theory of Probable Causes
502(1)
Step 3 Determine an Exact Cause
502(1)
Step 4 Implement a Solution
503(1)
Step 5 Verify Solution and Full System Functionality
503(1)
Step 6 Document Your Findings
503(1)
Identify Common Problems and Solutions
504(5)
Apply Troubleshooting Skills
509(2)
Summary
511(1)
Summary of Exercises
511(1)
Labs
511(1)
Check Your Understanding
512(3)
Chapter 13 Advanced Laptops and Portable Devices
515(36)
Objectives
515(1)
Key Terms
515(1)
Describe Wireless Communication Methods for Laptops and Portable Devices
516(7)
Describe Bluetooth Technology
517(1)
Describe Infrared Technology
518(1)
Describe Cellular WAN Technology
519(1)
Describe Wi-Fi Technology
520(2)
Describe Satellite Technology
522(1)
Describe Repairs for Laptops and Portable Devices
523(1)
Select Laptop Components
524(8)
Select Batteries
525(1)
Select a Docking Station or Port Replicator
526(2)
Select Storage Devices
528(1)
Select Additional RAM
529(3)
Describe Preventive Maintenance Procedures for Laptops
532(4)
Describe How to Schedule and Perform Maintenance on Laptops
532(3)
Explain How to Manage Data Version Control Between Desktops and Laptops
535(1)
Describe How to Troubleshoot a Laptop
536(11)
Review the Troubleshooting Process
537(1)
Step 1 Identify the Problem
537(1)
Step 2 Establish a Theory of Probable Causes
537(1)
Step 3 Determine an Exact Cause
538(1)
Step 4 Implement a Solution
538(1)
Step 5 Verify Solution and Full System Functionality
539(1)
Step 6 Document Findings
539(1)
Identify Common Problems and Solutions
539(5)
Hard Drive Replacement Steps
544(1)
Expansion Memory Replacement Steps
544(1)
Optical Drive Replacement Steps
544(1)
Battery Replacement Steps
545(1)
PC Expansion Card Replacement Steps
545(1)
Hot-Swappable Device Removal Steps
545(1)
Apply Troubleshooting Skills
545(2)
Summary
547(1)
Summary of Exercises
547(1)
Worksheets
548(1)
Labs
548(1)
Check Your Understanding
548(3)
Chapter 14 Advanced Printers and Scanners
551(34)
Objectives
551(1)
Key Terms
551(1)
Describe Potential Safety Hazards and Safety Procedures Associated with Printers and Scanners
552(1)
Install and Configure a Local Printer and Scanner
553(8)
Connect the Device to a Local Port
554(1)
Install and Configure the Driver and Software
555(1)
Printer Driver Installation
555(1)
Page Description Language
556(1)
Configure Options and Default Settings
557(1)
Global Method
557(1)
Per-Document Method
558(1)
Scanner Calibrations
559(1)
Printer Calibrations
559(1)
Verify Functionality
559(1)
Printer Test
560(1)
Scanner Test
561(1)
Describe how to Share a Printer and a Scanner on a Network
561(5)
Describe the Types of Print Servers
562(1)
Network Print Server Devices
563(1)
Dedicated PC Print Servers
563(1)
Computer-Shared Printers
564(1)
Describe How to Install Network Printer Software and Drivers on a Computer
564(2)
Upgrade and Configure Printers and Scanners
566(4)
Describe Printer Upgrades
567(1)
Installing Printer Memory
567(1)
Additional Printer Upgrades
568(1)
Describe Scanner Optimization
568(2)
Describe Printer and Scanner Preventive Maintenance Techniques
570(5)
Determine Scheduled Maintenance According to Vendor Guidelines
570(2)
Describe a Suitable Environment for Printers and Scanners
572(1)
Describe Cleaning Methods
572(1)
Printer Maintenance
572(1)
Scanner Maintenance
573(1)
Describe Checking Capacity of Ink Cartidges and Toners
574(1)
Troubleshoot Printers and Scanners
575(5)
Review the Troubleshooting Process
575(1)
Step 1 Identify the Problem
575(1)
Step 2 Establish a Theory of Probable Causes
576(1)
Step 3 Determine an Exact Cause
576(1)
Step 4 Implement a Solution
577(1)
Step 5 Verify Solution and Full System Functionality
577(1)
Step 6 Document Findings
578(1)
Identify Common Problems and Solutions
578(2)
Apply Troubleshooting Skills
580(1)
Summary
581(1)
Summary of Exercises
581(1)
Labs
581(1)
Worksheets
582(1)
Check Your Understanding
582(3)
Chapter 15 Advanced Networks
585(48)
Objectives
585(1)
Key Terms
585(1)
Identify Potential Safety Hazards and Implement Proper Safety Procedures Related to Networks
586(3)
Explain Fiber-Optic Safety
587(1)
Chemicals
587(1)
Tools
588(1)
Harmful Light
588(1)
Glass Shards
588(1)
Explain Cable, Cable Cutters, and Cable-Cutting Safety Hazards
588(1)
Design a Network Based on the Customer's Needs
589(4)
Determine a Topology
589(1)
Determine Protocols and Network Applications
590(3)
Determine the Components for the Customer's Network
593(8)
Select Cable Types
593(1)
Wireless
594(1)
Cost
594(1)
Security
595(1)
Design for the Future
595(1)
Select the ISP Connection Type
595(1)
Plain Old Telephone Service
595(1)
Integrated Services Digital Network
595(1)
Digital Subscriber Line
596(1)
Cable
596(1)
Satellite
596(1)
Cellular
596(1)
Wireless
597(1)
Compare ISP Connection Types
597(1)
Select Network Cards
598(1)
Select the Network Device
599(1)
Hubs
599(1)
Switches
600(1)
Routers
600(1)
ISP Equipment
601(1)
Implement the Customer's Network
601(5)
Install and Test the Customer's Network
602(1)
Configure the Customer's Internet and Network Resources
603(1)
Temporary Internet Files
603(1)
Default Browser
604(1)
File Sharing
604(1)
Printer Sharing
605(1)
Upgrade the Customer's Network
606(8)
Install and Configure a Wireless NIC
606(1)
Install and Configure a Wireless Router
607(1)
802.11 Protocol Selection
608(1)
Static IP Address Configuration
609(1)
SSID Setting
609(1)
Firmware Update
609(1)
Test the Connection
609(1)
Network Connections
610(2)
ipconfig
612(1)
ping
612(1)
tracert
612(1)
net
613(1)
nslookup
613(1)
Describe the Installation, Configuration, and Management of a Simple Mail Server
614(5)
SMTP
615(1)
POP
616(1)
IMAP
616(1)
Email Server
616(1)
Email Server Installation
617(2)
Describe Preventive Maintenance Procedures for Networks
619(1)
Troubleshoot the Network
619(10)
Review the Troubleshooting Process
620(1)
Step 1 Identify the Problem
620(1)
Step 2 Establish a Theory of Probable Causes
621(1)
Step 3 Determine an Exact Cause
621(1)
Step 4 Implement a Solution
622(1)
Step 5 Verify Solution and Full System Functionality
622(1)
Step 6 Document Findings
622(1)
Identify Common Problems and Solutions
623(4)
Apply Troubleshooting Skills
627(2)
Summary
629(1)
Summary of Exercises
629(1)
Labs
629(1)
Worksheets
630(1)
Packet Tracer Activities
630(1)
Check Your Understanding
630(3)
Chapter 16 Advanced Security
633(38)
Objectives
633(1)
Key Terms
633(1)
Outline Security Requirements Based on Customer Needs
634(6)
Outline a Local Security Policy
635(2)
Explain When and How to Use Security Hardware
637(2)
Explain When and How to Use Security Application Software
639(1)
Select Security Components Based on Customer Needs
640(6)
Describe and Compare Security Techniques
640(1)
Passwords
640(1)
Logging and Auditing
641(1)
Wireless Configurations
641(1)
Security Technologies
641(2)
Describe and Compare Access Control Devices
643(1)
Physical Security
643(1)
Data Security
644(1)
Describe and Compare Firewall Types
645(1)
Implement a Customer's Security Policy
646(8)
Configure Security Settings
646(1)
Permission Levels for Folders and Files
646(1)
Wireless Antennae
647(1)
Network Device Access Permissions
647(1)
Wireless Security Modes
648(1)
SSID
648(1)
MAC Address Filtering
649(1)
Firewalls
649(1)
Port Forwarding and Port Triggering
650(1)
Describe Configuring Firewall Types
651(1)
Software Firewalls
652(1)
Windows XP Firewalls
652(1)
Windows Vista Firewalls
652(1)
Describe Protection Against Malicious Software
653(1)
Perform Preventive Maintenance on Security
654(4)
Describe the Configuration of Operating System Updates
654(1)
Maintain Accounts
655(1)
Terminating Employee Access
655(1)
Guest Accounts
655(1)
Explain Data Backup Procedures, Access to Backups, and Secure Physical Backup Media
656(2)
Troubleshoot Security
658(10)
Review the Troubleshooting Process
659(1)
Step 1 Identify the Problem
659(1)
Step 2 Establish a Theory of Probable Solutions
659(1)
Step 3 Determine an Exact Cause
660(1)
Step 4 Implement a Solution
660(1)
Step 5 Verify the Solution and Verify Full System Functionality
660(1)
Step 6 Document Your Findings
661(1)
Identify Common Problems and Solutions
661(1)
Malware Settings
661(1)
User Accounts and Permissions
661(1)
Computer Security
661(1)
Firewall and Proxy Settings
662(4)
Apply Troubleshooting Skills
666(2)
Summary
668(1)
Summary of Exercises
668(1)
Labs
668(1)
Worksheets
669(1)
Check Your Understanding
669(2)
Appendix: Answers to Check Your Understanding Questions 671(4)
Glossary 675(38)
Index 713
Cisco Networking Academy is an innovative Cisco education initiative that delivers information and communication technology skills to improve career and economic opportunities around the world. The Academy provides online courses, interactive tools, and lab activities to prepare individuals for information technology and networking careers in virtually every industry.