ITE 50 Chapter4

8/9/2019 ITE 50 Chapter4

1/14

© 2008 Cisco Systems, Inc. Al l r ights reserved. Cisco ConfidentialPresentation_ID

Cha!ter "#$vervie% ofPreventive&aintenance

IT Essentials 5.0


2/14

Presentation_ID 2© 2008 Cisco Systems, Inc. Al l r ights reserved. Cisco Confidential

Chapter 4 Objectives

". '(!lain the !)r!ose and *enefits of !reventivemaintenance.

".2 Identify and im!lement the ste!s of the

tro)*leshooting !rocess.


3/14

Presentation_ID +© 2008 Cisco Systems, Inc. Al l r ights reserved. Cisco Confidential

The Purpose of Preventive Maintenance

Reduce the possibilit of hard!are or soft!areproble"s b i"ple"entin# a preventive MaintenancePlan based on at least t!o factors$

Com!)ter location

Com!)ter )se

%enefits of Preventive Maintenance are$

-ed)ced com!)ter do%n time and re!air costs.

Increased data !rotection.

'(tended life of the com!onents. Increased e)i!ment sta*ility.

Preventive Maintenance can be divided into$

/ard%are maintenance

Soft%are maintenance


4/14

Presentation_ID "© 2008 Cisco Systems, Inc. Al l r ights reserved. Cisco Confidential

Preventive Maintenance Tas&s

'ard!are Maintenance

Chec the condition of ca*les, com!onents, and !eri!herals.

-e!air or re!lace any com!onents that sho% signs of e(cess %ear.

1ee! com!onents clean to red)ce the lielihood of overheating.

(oft!are Maintenance

erify c)rrent version.

-evie% sec)rity, soft%are, and driver )!dates.

3!date vir)s definition files.

Scan for vir)ses and s!y%are.

-emove )n%anted !rograms.

Scan hard drives for errors.

Defragment hard drives.


5/14

Presentation_ID 4© 2008 Cisco Systems, Inc. Al l r ights reserved. Cisco Confidential

The Troubleshootin# Process

5ollo% an organi6ed andlogical !roced)re.

'liminate varia*les one at atime.

7ro)*leshooting is a sillthat is refined over time.

7he first and last ste!sinvolve effectivelycomm)nicating %ith thec)stomer.

(tep Troubleshootin# Process

Identify the Pro*lem

2 'sta*lish a 7heory of Pro*a*leCa)se

+ 7est the 7heory to DetermineCa)se

" 'sta*lish a Plan of Action to-esolve the Pro*lem andIm!lement the Sol)tion

4 erify 5)ll System 5)nctionalityand, if A!!lica*le, Im!lementPreventive &eas)res

Doc)ment 5indings, Actions,and $)tcomes


6/14

Presentation_ID © 2008 Cisco Systems, Inc. Al l r ights reserved. Cisco Confidential

)ata Protection 9efore tro)*leshooting !ro*lems, al!as follo% the

necessary !reca)tions to !rotect data on a com!)ter.

If )ns)re that a *ac)! has *een done, do not attem!t

any tro)*leshooting activities )ntil the follo%ing areverified#

Date of the last *ac)!

Contents of the *ac)!

Data integrity of the *ac)!

Availa*ility of all *ac)! media for data restore

If no *ac)! can *e created, as c)stomer to sign arelease for".


7/14Presentation_ID :© 2008 Cisco Systems, Inc. Al l r ights reserved. Cisco Confidential

Troubleshootin# Process (teps

(tep * + Identif the proble"

D)ring the tro)*leshooting !rocess, gather as m)chinformation from the c)stomer as !ossi*le, *)t al!as berespectful.

3se the follo%ing strategy d)ring this ste!#. Start *y )sing open+ended ,uestions to o*tain general information.

2. Contin)e )sing closed+ended ;yes


8/14Presentation_ID 8© 2008 Cisco Systems, Inc. Al l r ights reserved. Cisco Confidential


(tep + Establish a theor of probable cause

Create a list of the most common reasons %hy the error %o)ldocc)r.

Start %ith the easiest or most o*vio)s ca)ses at the to!.

(tep / Test the Theor to )eter"ine cause

Determine the e(act ca)se *y testing the theories of !ro*a*leca)se one at a time, starting %ith the )icest and easiest.

After identifying an e(act ca)se of the !ro*lem, determine theste!s to resolve the !ro*lem.

If the e(act ca)se of the !ro*lem has not *een determined after alltheories have *een tested, esta*lish a ne% theory of !ro*a*leca)ses and test it.


9/14Presentation_ID @© 2008 Cisco Systems, Inc. Al l r ights reserved. Cisco Confidential


(tep 4 Establish a Plan of 1ction to Resolve theProble" and I"ple"ent the solution

After the e(act ca)se of the !ro*lem is determined,

esta*lish a !lan of action to resolve the !ro*lem andim!lement the sol)tion.

Sometimes )ic !roced)res can determine the e(actca)se of the !ro*lem or even correct the !ro*lem.

If a )ic !roced)re does not correct the !ro*lem, f)rtherresearch is needed to esta*lish the e(act ca)se.

Divide larger !ro*lems into smaller !ro*lems that can *eanaly6ed and solved individ)ally.




(tep 5 -erif 2ull (ste" 2unctionalit and3 If1pplicable3 I"ple"ent Preventive Measures

erify f)ll system f)nctionality and im!lement any

!reventive meas)res if needed.'ns)re that yo) have not created another !ro*lem%hile re!airing the com!)ter.


11/14Presentation_ID © 2008 Cisco Systems, Inc. Al l r ights reserved. Cisco Confidential


(tep )ocu"ent 2indin#s3 1ctions3 and Outco"es

Disc)ss the sol)tion %ith the c)stomer

/ave the c)stomer confirm that the !ro*lem has *eensolved.

)ocu"ent the process$

Pro*lem descri!tion

Ste!s to resolve the !ro*lemCom!onents )sed in the re!air



PC Co""on Proble"s and (olutions

(tora#e device proble"s loose or incorrect ca*leconnections, incorrect drive and media formats, andincorrect >)m!er and 9I$S settings.

Motherboard and internal co"ponent proble"s incorrect or loose ca*les, failed com!onents, incorrectdrivers, and corr)!ted )!dates.

Po!er suppl proble"s fa)lty !o%er s)!!ly, loose

connections, and inade)ate %attage.

CP and "e"or proble"s fa)lty installations,incorrect 9I$S settings, inade)ate cooling andventilation, and com!ati*ility iss)es.


13/14Presentation_ID +© 2008 Cisco Systems, Inc. Al l r ights reserved. Cisco Confidential

Chapter 4 (u""ar

-eg)lar !reventive maintenance red)ces hard%areand soft%are !ro*lems.

9efore *eginning any re!air, *ac )! the data on a

com!)ter.

7he tro)*leshooting !rocess is a g)ideline to hel!solve com!)ter !ro*lems in a logical and efficientmanner.

Doc)ment every sol)tion that is tried, even if it fails.7he doc)mentation that is created %ill *ecome a )sef)lreso)rce.

Documents

ITE 50 Chapter4