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2010

Greenwich Community
College

Steven Peters

[OCR LEVEL 3 UNIT 1


ASSIGNMENT:CUSTOMER
SUPPORT PROVISION]
Gee Gardens is a small company that creates and designs gardens to clients needs. There are 3 different
offices in areas Halifax, Hebden Bridge and Doncaster.
Table of Contents

Task 1 Pages 1-22

Task 1.1 Pages 1

Task 1.2 Pages 2-11

Task 1.3 Pages 11-15

Task 1.4 Pages 15-19

Task 1.5 Pages 19

Task 1.6 Pages 20-22

Task 2 Pages 22-31

Task 2.1 Pages 22

Task 2.2 Pages 23-25

Task 2.3 Pages 26-28

Task 2.4 Pages 28-29

Task 2.5 Pages 29-31

Task 3 Pages 31-39

Task 3.1 Pages 31-35

Task 3.2 Pages 35

Task 3.3 Pages 36

Task 3.4 Pages 36-39

Task 4 Pages 40-47

Task 4.1 Pages 40-45

Task 4.2 Pages 45-47


Task 1

Task 1.1

Identify the different types of end-user in the Gee Gardens business

The end-users of Gee Gardens are:

Gardeners: responsible for removing old parts of the garden and creating the new
garden i.e. Laying the lawn, potting plants and planting trees & shrubs.

Builders: responsibilities for construction of ponds, path’s, patio’s

Carpenters: responsible for the building sheds, summerhouses, pergolas and installing
the, making them weather proof with applying pre-serving liquid on the wood.

Electricians: responsible for installing all lighting and plug sockets being suitable for out
doors and all weathers with circuit breakers applied.

Network manager: responsible for all networks within the company and fully capable to
handle any technical faults, errors that may occur in any situation as had various
training in many field of the IT/ICT industry (Great knowledge of computers).

Managing Director: responsible for the overall management of a company. This includes
the staff, the customers, the budget, the company's assets and all other company
resources to make the best use of them and increase the company's profitability.

Suppliers: responsible for delivery of all supplies requested/ordered by Gee Gardens for
deadline are met and kept.

Storage Yard Staff: responsible for keeping the yard tidy, clean and have knowledge of
where all the supplies are kept within the company.

Garden Designers: responsible for the creation and design of the garden the
client/customer requires, they must have knowledge of the software used to create and
design.

Office Managers (3 Sites): responsible for managing the reception, office management
and facilities. Their duties will include: - resource and space plan designing, working
with IT.
Task 1.2

Research and identify the different technical support requirements of each type of end-
user. You should provide details of your research.

Gardeners:

Are responsible for:-

developing designs with the clients

Responsible for producing designs and drawings for prospective project and
purchasing materials.

selecting seeds and sow them

Select plants and plant them effectively.

Websites and books are the support requirements as these tell the gardeners how to
treat and certain parts of their work/jobs.

(http://www.backyardgardener.com/forums/forum.php)

Builders:

Responsible for:-

Constructing ponds

Water features

Rockeries

Greenhouses

Patios

Paths for gardens.

They need to comply with all District, State and Federal Rules, Regulations, Standards
and Specifications.

They need to determine, initiate, maintain and supervise all measures necessary to
protect the public during construction.
They need to be solely responsible for determining and obtaining any and all permits
required for the work from other governmental entities or
agencies having jurisdiction, and shall perform the work in accordance with any and all
applicable ordinances, regulations, laws and orders of, or permits issued by, such
entities or agencies.

Gee Gardens have liability, claims, demands, or other obligations assumed pursuant to
9B-1-8 by reason of its failure to procure or maintain insurance, or by reason of its
failure to procure or maintain insurance in sufficient amounts, durations, or types.
(http://www.southarapahoe.org/regulations/PDFs/SASD_ARTICLE9B.pdf)

Carpenters:

Are responsible and in charge of/for:-

Building and installing sheds,

Pergola

Summer houses.

Carpenters must be able to measure accurately and calculate dimensions, as well as


read blueprints. They possess skills in exterior and interior finish work, including the
ability to use specific tools and equipment.

Carpenters must be knowledgeable of policies relating to safety, quality control and cost
control. They must be organized and able to complete paperwork on time

This job requires the ability to climb ladders and withstand heights, and to lift heavy
objects and carry them limited distances. Good eye-hand coordination is also needed.

(http://www.ehow.com/facts_5206891_job-description-duties-carpenter.html)

Electricians:

Responsible for:-

Installing outdoor lighting

Using suitable machinery to complete projects.

The duties of an electrician are to work in commercial industrial or residential settings.

They usually install, repair, and maintain electrical systems.

A general electrician should be able to run conduit of all types, figure loads and wire
sizes. Read blueprints and deduct the proper needs thereof. Use a variety of hand and
power tools. Make good decisions with out all the information one needs, meaning to be
a good guesser. A service electrician will need to be able to do all of this and more.
They also have to be able to reverse engineer entire electrical systems in order to
trouble shoot said system.

(http://wiki.answers.com/Q/What_are_the_duties_of_an_electrician)

Network manager:

Responsibilities for:-

The operation and administration of the company’s internal networks, servers, email and
network security systems, Administration and maintenance of mission critical web and database
servers (predominantly Microsoft, some Linux) hosted mainly within the company’s own data
centre in London, some hosted externally.

Configuration and set-up of all new server systems required either internally for the company’s
activities or for external clients.

Firewall administration and overall internal network security.

Administration of email servers (predominantly MS Exchange) for company-wide email and for
management of email handling systems for clients across many domains.

Maintenance of existing Anti-Spam and anti-virus systems and the setting of new Anti-Spam
policies.

Administration of primary DNS (on Linux) for hundreds of high-profile domains.

Basic operational support for internal employee computer systems mostly


Windows2000/XP/2003.

Good working knowledge of the following operating systems: - Windows 2000 / 2003.

Exchange server 2003 implementation experience.

Experience of administering Linux systems.

Good working knowledge of major networking components, network operating systems and
basic computer hardware components.

Proven and relevant working experience in a busy, client focused organization.

MCSE Certification is desirable.

Hands on knowledge of the procedures used in the installation, modification maintenance and
repair of IT hardware and software.
(http://www.cvscreen.co.uk/JobDescription/NetworkManager.html)

Managing Director
:
Needs to be able:-
To use software relating to Microsoft office
Local network
Email clients
Arrange training session
Use the company network
USB for back up’s of the systems.
The directors are jointly responsible for their decisions taken in board meetings.

However, each director has the same legal powers, duties and responsibilities
whether or not they also have individual executive responsibilities within the
company. In particular, all directors have three main duties:

A fiduciary duty to act honestly, in good faith and in the interests of the
company as a whole rather than any one section of the membership

A duty to exercise such a degree of skill and care, when carrying out their
duties as a director, as may be reasonably expected from someone of
their knowledge and experience

A duty to carry out their statutory obligations imposed by the Companies


Act and other legislation. In addition, they must also take account of the
interests of the employees and creditors.

(http://www.horwathcw.com/hwClarkWhitehill/WhatsNew/Publications/documents/direct
ors-duties.pdf)

Suppliers:

Are responsible for:-

Making sure that all items, equipments and materials needed for projects are
delivered by the deadline
To ensure that all materials (seeds and equipments) are in stock ready for use.

(http://www.go2hr.ca/ForbrEmployers/Legal/WorkersCompensation/GeneralDutiesUnde
rtheAct/DutiesforSuppliers/tabid/645/Default.aspx)

Storage Yard Staff:

Responsibilities are:-

Storing all gardening and building material

Document all incoming materials from suppliers

Document outgoing materials from staffs in all sites

Inform the suppliers of the items, equipments and materials that are out of stock
Enquiring for the need to order all required products.

Receive, store, and issue materials, equipment, and other items from stockroom,
warehouse, or storage yard.

Keep records and compile stock reports.

1. Receive and count stock items, and record data manually or using computer.

2. Pack and unpack items to be stocked on shelves in stockrooms, warehouses, or


storage yards.

3. Verify inventory computations by comparing them to physical counts of stock, and


investigate discrepancies or adjust errors.

4. Store items in an orderly and accessible manner in warehouses, tool rooms, supply
rooms, or other areas.

5. Mark stock items using identification tags, stamps, electric marking tools, or other
labeling equipment.

6. Clean and maintain supplies, tools, equipment, and storage areas in order to ensure
compliance with safety regulations.

7. Determine proper storage methods, identification, and stock location based on


turnover, environmental factors and physical capabilities of facilities.

8. Keep records on the use and/or damage of stock or stock handling equipment.
9. Examine and inspect stock items for wear or defects, reporting any damage to
supervisors.

10. Provide assistance or direction to other stockroom, warehouse, or storage yard


workers.

11. Dispose of damaged or defective items, or return them to vendors.

(https://www.nycareerzone.org/RenderProfileServlet?onetsoc=43-5081.03)

Garden Designers:

The designers:-

Will require the best designing software available for them to design gardens

Training will be needed on the new software that is being used for designing the
dream gardens of the clients choice

Need to use Email client Outlook 2007 for emails from suppliers, office sites and
personal email address

All designing skills will need to be updated

Using the latest Office software (Microsoft Office 2007)

Able to understand the scientific factors and growth media which affect plant
establishment and plant growth.

Able to identify and utilize a good range of plant material, including trees, shrubs,
climbing plants and groundcover

Able to understand and operate management information systems.

Able to survey a site and draw-up a survey plan.

Able to design and construct hard landscape features.

Able to analyze a site both, aesthetically and functionally.

Able to formulate and justify outline design proposals for private and public
gardens.

Able to communicate design ideas in verbal, written, two dimension and three
dimension visual form.
Able to understand the scientific factors and growth media which affect plant
establishment and growth.

Able to identify and utilize a good range of plant material including trees, shrubs,
climbing plants, groundcover, herbaceous plants, bamboos, grasses and ferns,
bulbs and half-hardy plants.

Able to understand and operate management information systems.

Able to survey a site and draw-up a survey plan.

Able to design and construct hard landscape features.

Have a good working knowledge of the history of garden design.

Able to analyze a site both aesthetically, functionally and environmentally.

Able to formulate and justify design proposals for private and public gardens.

Able to communicate design ideas in verbal, written, two dimensional and three
dimensional visual form.

Able to set out on site and construct a simple garden.

Skilled in presentation techniques, freehand and mechanical, two and three


dimensional including computer aided draughting and design.

Capable of producing well researched essays and seminar presentations.

(http://www.gre.ac.uk/__data/assets/pdf_file/0007/342934/BA-Garden-design-final-yr-at-
AH-09-10.pdf)

Office Managers (3 Sites):

Office managers organize and supervise all of the administrative activities that facilitate
the smooth running of an office.

An office manager carries out a range of administrative and IT-related tasks, depending
on the employing organization, and the work may vary from running the administrative
side of a small employer’s business as a sole administrator to overseeing the office
work of numerous staff.
Although the nature of office managers’ work differs greatly across organizations, they
all have the responsibility for ensuring that their office runs efficiently. Job titles vary and
office managers are often called office administrators, especially at more junior levels.

The role varies according to the type of employer, the size of the organization and the
management structure, but activities typically include:

Using a range of office software, including email, spreadsheets and databases;

Managing filing systems;

Developing and implementing new administrative systems, such as record management;

Recording office expenditure and managing the budget;

Organizing the office layout and maintaining supplies of stationery and equipment;

Maintaining the condition of the office and arranging for necessary repairs;

Organizing and chairing meetings with your staff - in lower paid roles this may include typing the
agenda and taking minutes, but senior managers usually have an administrative assistant to do
this;

Overseeing the recruitment of new staff, sometimes including training and induction;

Ensuring adequate staff levels to cover for absences and peaks in workload, often by using
temping agencies;

Carrying out staff appraisals, managing performance and disciplining staff;

Delegating work to staff and managing their workload and output;

Promoting staff development and training;

Implementing and promoting equality and diversity policy;

Holding meetings with senior management to review performance;

Liaising with other administrative teams;

Writing reports for senior management, which may include reports on finances, staff
performance, service development or an annual review;

Delivering presentations about the work of the office to senior management and other sections
of the organization;
Involvement in management discussions on the organisation’s policies and strategic
development;

Responding to customer enquiries and complaints;

Reviewing and updating health and safety policies and ensuring they are observed;

Arranging regular testing for electrical equipment and safety devices;

Attending conferences and training.

Problems and Faults found in Gee Gardens:

The introduction to networks has led to a numerous of faults occurring due to new
members of staff and new branch being connected to the existing network, with many
members of new staff having little knowledge of computers these issues occur often.

One of the problems that keep reoccurring is email attachments; either they cannot
retrieve them due to file being corrupt by virus or not being able to access their email
accounts.

End-user training needed

New members of staff need training, below is a short questionnaire to gather


information on what knowledge they have of computers:

Basic General Skills Already have knowledge Need Training

Using keyboard & mouse

Using printer & scanner

Copy & Paste

Insert a picture on a
document

Installing software from CD


ROM
Advanced skills Already have knowledge Need Training

Opening documents

Saving documents

Renaming documents

Deleting documents

Creating folders

Finding documents

Web skills Already have knowledge Need Training

Creating emails

Sending and receiving


emails

Browsing the web

Office software Already have knowledge Need Training

Word processor

Spreadsheet

Database

Power point (presentation


and graphics)

Task 1.3

Develop appropriate method(s) of recording the requirements of each type of end-user,


you should provide examples of the recording method(s) you develop

Questionnaire – to view the opinion of staff members


Call logging sheet – to keep records of calls received and made to/by the
company
Notice boards – a good source of information
Memo – best way for staff members to take notice of the information required
Email - a good way to send, receive and record information

Questionnaire

Name Staff ID Date


No.
Dept Ext. No.

Questions Yes No Questions Yes No


Do you know how to use Microsoft Do you know how to
Office software Word? send a Fax or use a Fax
machine?
Do you know how to use Microsoft Have you ever setup &
Office software Power Point? configure an Email
Account?
Do you know how to use Microsoft Do you know how to use
Office software Excel? the Anti Virus Program?
Do you know how to use Microsoft What Operating System
Office software Outlook? do you have knowledge
of or know how to use?
Do you know how to use Microsoft Do you know how to
Office software Access? store data on the Hard
Drive, USB or Disc?
Do you know how to use Microsoft Do you know how to
Office software Publisher? create a backup of
data?
Do you know how to use the Can you retrieve data
scanner? from a backup?
Do you know how to use the Do you know how to
printer? access the home/map
drive?
Would you like any training on the When would be suitable
above or know how to use them? for you?
Call logging Sheet

Call Logging Sheet

Action Taken
Call Passed
Telephone
Post Code
Reference

Name and

Response
Customer

Customer
Time Call

Time Call
Resolved
Reported

Contract
Address

Problem
Contact
Logged

Type O
Name

Time
No.

To
T1 9.00 White 10 North CF01 Mr Server will A 13.00 Tech
am & Co St, Cardiff Lloyd not boot

029
123
123

T2 9.15 Black 3 High St, OX1 Mr Unable to B 17.15 Tech


am & Co Oxford Smith connect
workstation
01865 to network
123
123

T3 9.30 Blue 9 Middle N1 Mr Printer not A 13.30 Tech


am & Co St, Dunster working –
Newcastle dot matrix
0191
123
123

T4 9.45 Black 3 High St, OX1 Mr Unable to B 17.45 Tech


am & Co Oxford Smith connect
another
01865 workstation
123 to network
123 – link to T2
Notice boards

Memo

Gee Gardens

Memo
To: General Manager, Halifax
From: Managing Director, Doncaster
CC: Manager, Hebden Bridge
Date: 6/11/2010
Re: Training Arrangements

Thursday 13th Feb 2010 Training

All members of staff that need training on software applications will start on the date above in Training
room at 10:30. Please arrive 10 minutes before training starts. If you cannot attend this session
please arrange dates and times with Manager or Supervisor that are suitable for you so we can book
you in for the training session.
Email
Task 1.4

Identify the procedures that should be followed when referring unsolved technical
problems

Support Requests Documented

Customers and staff with a Gee Gardens Support Subscription have access to trained personnel for
resolving Support Requests.

They also appreciate reports on bugs and issues from Gee Gardens Community members who don't
subscribe to Gee Gardens support, but give priority to requests from Gee Gardens Support Subscribers.
The Open Discussion Forum is a great place for the Gee Gardens Community to share knowledge,
provide and receive peer support and discuss implementation-related questions.

One way to document this is by using a call logging sheet/fault logging sheet.

If you don’t officially provide technical support services, there may be instances when you need to walk
a client through a custom-built application, train them on the Content Management System (CMS) you
just setup, or simply help them get their new email address configured in their email client. If you’re not
close to the client’s location, or have no desire to provide on-site services, you will need a process for
virtual training and support.

To help train your clients to use the tools you’ve created for them, you can develop instruction manuals
and walk the client through the steps during a phone conference. But many times, it’s more efficient
and easier to teach if you have a visual way to show the client what they need to know.

Three ways to do this include:

Using a screenshot tool to enrich your instruction manual with a visual how-to

Sharing your screen through an online meeting tool

Accessing your client’s computer through a remote desktop service to help them configure their
system appropriately

Using Screenshot Tools

If you provide an instruction guide for your clients, one of the best things you can do is include
screenshots of each step so you can show them as well as tell them how to do something. Pictures can
make your explanation clearer and easier to duplicate, and reduce the number of questions you get
asked.

Screenshot tools can also help you facilitate some of the more common support requests. If your clients
have and know how to use screenshot tools on their own, they can take snaps of what they see on their
screen that is causing confusion, and send it off to you for help. This can greatly reduce the back and
forth as you try to pinpoint and resolve the problem they are experiencing.

Staff:-

Fault Logging Sheet:-

Used to log any problems that clients and staff members had, the time & date of when
the issue was reported, if the issue resolved or escalated further to someone else.

This document can be used to back track any work carried out on the computer and
who preformed the tasks also who reported the problem in question.
Service Level Agreements (SLA):-

A definition of services performance measurement


Problem management
Customer duties
Warranties
Disaster recovery
Termination of agreement

From a business perspective, you may need to look at Service Level Management
(SLM) if you need to differentiate the service (e.g., to Gold, Silver, or Bronze).

Key points are to write the SLA (Service Level Agreements) in the language that the
user understands and to have regular service reviews.

Each area of service scope should have the Level of service defined. The SLA (Service
Level Agreements) may specify the levels of availability, serviceability, performance,
operation, or other attributes of the service, such as billing. The Level of service can
also be specified as Target and Minimum, which allows customers to be informed what
to expect, whilst providing a measurable target value that shows the level of
organization performance.

Reference Manual:-

A document, often organized alphabetically, designed as a quick reference for


experienced users.

Audit Trail:-

An audit trail is used in more than one application in the business world of today.

Historically, an audit trail had to do with being able to provide a complete history of any
given financial transaction. The idea was to be able to identify each step in the process
from the initiation of the transaction all the way through to the completion of the
transaction.

This process took place by being able to produce paper documents that showed the
progress of the transaction from start to finish. Today an audit trail also has to do with
tracing data in electronic form as well, with the transactions not necessarily limited to
financial data.

Using an audit trail can often be an effective tool in managing the financial and other
resources of a business or organization. The process of identifying the audit trail may in
fact help to identify steps within the process that were unnecessary and that can be
eliminated in future transactions.

Another important application of the audit trail is that the process can uncover attempts
to manipulate the financial profile of the entity, perhaps in an attempt to cover up the
fact that funds are missing or were misappropriated in some manner.

The audit trail is a helpful device to ensure that transactions are conducted smoothly
and honestly, with the least amount of necessary steps employed in the process.

Fully Skilled Technician:-

These are the abilities a technician needs to resolve any issue he/she faces:

Being able to work on his/her own initiative

Demonstrate practical knowledge and problem-solving strategies

Have high quality inter-personal skills

Have sensitivity to the different levels of expertise in the various network and
packages

Keep abreast of new developments in software and hardware

Install and test new software

Make software available to appropriate users

Ensure the anti-virus software is installed, kept up to date and working properly on all
stations

Share files as required by staff for pupil and teacher use

Set up and maintain user e-mail accounts

Check new computer equipment on arrival and install as appropriate

Liaise with the designated person responsible for the maintenance of the inventory

Liaise with the designated person responsible for portable appliance electrical safety
testing

Maintain battery condition in notebook computers according to the manufacturer’s


guidelines, and ensure staff are aware of the importance of battery maintenance
Check the network back up logs where appropriate

Set up, maintain and remove user network accounts where appropriate

Carry out routine network maintenance tasks

Be familiar with the network infrastructure (cable and patch panels, hubs, switches,
OCN router ) and keep a log of any damage to it

Follow supplier’s recommended procedures

FAQ’s:-

Frequently asked questions (FAQs) are listed questions and answers, all supposed to
be frequently asked in some context, and pertaining to a particular topic. Depending on
usage, the term may refer specifically to a single frequently asked question, or to an
assembled list of many questions and their answers.

By using these staff and clients may be able to resolve the problems/issues them selves
by looking at the questions in particular.

The Internet:-

The internet is a vast library of world knowledge about every subject you could ever
think of and by using the World Wide Web to find answers to any problems/issues they
have.

Task 1.5

Describe why support requests should be fully documented

If there was fault/problems re-occur then you would have documents to refer to as
evidence, to have backup if others are corrupted, to identify training needs.
These types of documents are:
Logging sheet
Reference

Name and

Response
Customer

Customer

Resolved
Time Call

Time Call
Telephon

Reported
Problem
Address

Contact
Logged

Action
Taken
Room
e No.
Name

Code

Time
Post
Task 1.6

Select appropriate sources of technical information for solving technical problems

The technical information sources are:-


I. Manuals
II. Web help centres
III. Companies Tech support line
IV. Internet
V. Books
VI. Colleague’s
VII. Managers
Manuals- to help people to under stand a problem that occurred and how to resolve the
issue and have web address to the company and have a tech support line number at
the back of the manual. Quote: A network is made up of client and server computers. A
computer that connects to the network and uses shared resources is called a client. A
central computer that contains shared information is called a server.
Ref: Getting Started Microsoft Windows98 by Microsoft Corporation, Page 88.
Web Help Centers – a web site designed to resolve any issue that you might have also
have downloads that may help you with an issue, they may have Tutorials and has
information about the site.

(http://www.helpcenterlive.com)
Companies Tech support line – this has FAQ’s about topics/subject that you may
need to know about to help you resolve an issue and give you better understanding of
the issue.

(http://support.thetechguys.com/layout.aspx?ID={14e0d2b1-9d28-4845-ad94-
ca05bc4f6df6}&CatID={548d11a6-f55b-4e35-a250-6b5c923de7c4})
Internet – there are many other web pages designed to help you with any
issue/problem that you may have.

(http://www.google.com/support/websearch/bin/answer.py?hl=en&answer=136861)
Books – these have vast amount of information about many things regarding
computers and how they work, how to build a PC, repair/fit it, and problems that can
occur b & resolving them.

(Yellow Pages: page 3 and Que CERTIFICATION, Your Complete Network+


Certification Solution!, Network+, Training Guide: Page 711)

Colleagues – these people can help you with a computer issue if you don’t know how
to resolve the problem and teach/help/tell/show you what need to accomplish to resolve
the matter. If working in a call centre the person may know a little more than you and be
able to help/advise you on how to resolve the problem/issue.
Managers – Should know how to complete any problem you encounter and resolve
them. Using the escalation scale going to a manager he would have superior
knowledge of computers and the issues/problems that occur and how to resolve them,
he then will be able to instruct you how to advise/tell the customer/client on how to
rectify the problems they have.

Task 2

Task 2.1

Describe the factors that must be considered when designing information gathering
resources
When we design information gathering resources, we have to remember about few
factors which have to be followed. It’s essential to use clean colours, appropriate fonts
size and style and leaving blank space between each paragraph. This will make the
document easier to read and look neat and professional. It is also good to write
paragraphs in some order and separating them to avoid repetition. Never use too many
colours as it will make it look unprofessional.

Task 2.2

Design information gathering resources to identify improvements in the technical


support

Call Logging Sheet

Email with attachments

Questionnaire

Gee Gardens Services Call logging sheet

Site Halifax Department Yard Person

Name of Person Mr.Rudy Boi ID No. 6585235


Include error messages Anti virus definitions are out of date, up date immediately!

Make & Model of Brother Laser Printer


equipment
HL-7050

Serial number of item E60555E6J145988

Location of item Yard Office

Call reference number GG4585216

Specific details Need to change drum and program the printer to


acknowledge the new drum.

Questionaire
Name Staff ID Date
No.
Dept Ext. No.

Questions Yes No Questions Yes No


Do you know how to use Microsoft Do you know how to
Office software Word? send a Fax or use a Fax
machine?
Do you know how to use Microsoft Have you ever setup &
Office software Power Point? configure an Email
Account?
Do you know how to use Microsoft Do you know how to use
Office software Excel? the Anti Virus Program?
Do you know how to use Microsoft What Operating System
Office software Outlook? do you have knowledge
of or know how to use?
Do you know how to use Microsoft Do you know how to
Office software Access? store data on the Hard
Drive, USB or Disc?
Do you know how to use Microsoft Do you know how to
Office software Publisher? create a backup of
data?
Do you know how to use the Can you retrieve data
scanner? from a backup?
Do you know how to use the Do you know how to
printer? access the home/map
drive?
Would you like any training on the When would be suitable
above or know how to use them? for you?

Email
Task 2.3

Use the designed information gathering resources to collect data about reported
technical faults

My first design of resorces

Gee Gardens

Memo
To: Managing Director
From: Denziel Washburn, Site Manager, Doncastor
CC: Manager, Hebden Bridge
Date: 10/02/10
Re: Office software not compatible with email attachments

Office software updating

Dear Bob, our site needs the upto date Microsoft Office software so we are able to read the
attachments received by email as the attachments are Microsoft Office 2007 documents and we
all have Microsft Office 2003 and there for cannot read them as they are not compatible with each
other.

Please would you arrange for a technician to update our software so there would be no more
hassle of recieveing email attachments.

Thank You

Eddie Jumba Ruben

Head of Doncastor Site


My Second design of resorces

Name Francine Staff ID 5820036 Date


Cudjo No.
Dept Office Ext. No. 5665 10/02/10
Staff

Questions Yes No Questions Yes No


Do you know how to use Microsoft Do you know how to
Office software Word? send a Fax or use a
Fax machine?
Do you know how to use Microsoft Have you ever setup &
Office software Power Point? configure an Email
Account?
Do you know how to use Microsoft Do you know how to
Office software Excel? use the Anti Virus
Program?
Do you know how to use Microsoft What Operating System XP Vista
Office software Outlook? do you have knowledge
of or know how to use?
Do you know how to use Microsoft Do you know how to
Office software Access? store data on the Hard
Drive, USB or Disc?
Do you know how to use Microsoft Do you know how to
Office software Publisher? create a backup of
data?
Do you know how to use the Can you retrieve data
scanner? from a backup?
Do you know how to use the Do you know how to
printer? access the home/map
drive?
Would you like any training on the When would be suitable 12/02/10
above or know how to use them? for you? Friday
My last design of resources
Task 2.4

Describe the common data preparation techniques and use them as appropriate

Ordering/sorting – this means to put something in a specific way such as ascendancy of


a certain object via name, priority, weight or even height. For example files such as
word documents (letters, memos, fax, email attachments), spread sheets(stock
check/take, orders), power point documents (presentations) and web pages
saved(xhml).

Collation – Collation is the assembly of written information into a standard order. One
common type of collation is called alphabetization, though collation is not limited to
ordering letters of the alphabet. Collating lists of words or names into alphabetical order
is the basis of most office filing systems, library catalogs and reference books. Collation
differs from classification in that classification is concerned with arranging information
into logical categories, while collation is concerned with the ordering of those
categories.

Grouping – Putting more then one thing into a set according to size, weight, height.

Example:

any number of entities (members) considered as a unit


the activity of putting things together in groups
a system for classifying things into groups
a group of values for a variable, with an associated label
groupings are essentially formatting statements that allow you to label
individual or groups of values

Graphical Analysis – A visual display of data such as a chart, Line graph or table. A
graphical analysis allows people to view data quickly. Graphs are vital tools for
analyzing and displaying data. Graphs allow us to explore the relationship between two
quantities.

Task 2.5

Summarise the results of your analyses and recommend potential improvements


Printer problems – all printers have updated Drivers and inks have been checked of
don’t need replacing, all cables have no breaks and ports need no repair. Work shops
must be arranged for members of staff to have specific training on the printers so they
would be able to resolve any issue that would arise.
Coding on ordering products – all coding on the database needs checking to make sure
that all code are correct for the deadlines to be met
Software problems – all updates for Microsoft Office updates, Anti-Virus, Firewalls, Web
Browser, Time & Date, Network software,
Driver Problems – all drivers for the computers in the offices need to be updated for
everything to function properly and to be used by all.
Staff Training – all staff members would need to attend a work shop to learn how to use
the various Microsoft Office programs that they would need to use for their job, also they
would need to be shown how to use the network and access files, drives and printers
via the network.
To improve work at party time, it would be very useful if all staff was trained to rectify
and fix simple problems occurring with their equipment. This would save a lot of time
and money. The database should be also checked more often to avoid faults, or if a
fault occurred, they should be checked on regular basis to make sure any fault is
discovered quickly. There was also a problem with printers. They used laser printers
and the print jobs were taking too long. The best way to improve this is to change laser
printers with ink-jet printers because they are a lot quicker.

Faults & Problems reported Week commencing 25 February 2008

40
35
30
25 Halifax
20
Hebden Bridge
15
Doncaster
10
5
0
Monday Tuesday Wednesday Thursday Friday

Each site experienced one of these problems that are listed above are recorded in the
graph above.

Email Faults Recorded April 2008


25
20 Halifax
15 Hebden Bridge
10 Doncaster
5
0
Number of Number of attachments Number of staff unable
attachements unable to being corrupted to access their email
be saved accounts

Summarise the results of your analyses

90
80
70
60
50 Halifax
40
30 Hebden Bridge
20 Doncaster
10
0
Printer problemsCoding on ordering
Software ProblemsDriver ProblemsStaff Need Training
products

Task 3

Task 3.1

Identify support materials that may be used for determining trends

Fault Log Sheet:


It’s a way of keeping a log of faults and problems reported daily and recording
how the issues were solved. You can either used a paper version of a log sheet
or using electronic log submission where all the data is stored on computer for
future references where a log sheet has been designed digitally.

Help Files:

Part of software program that you can access if there is an issue that you cannot
personally resolve yourself so it may have information regarding the issue telling
you a way to resolve it.

Manufactures web site/support pages/material:

Support materials from the manufacturers are very useful and specific for
determining trends. some examples of these are Manuals, Support pages and
Websites.

FAQ’s:

These are also good materials for spotting trend as they identify issues and problems
that people have experienced and tells them how to resolve the matter.

Books used as support materials to determining trends are:-

Tells you about Email Attachments, How to send and Receive Emails (Pages 49-51).
This page in the book helps in managing your filing system (Page 182).

This book identify Support trends (Page 449).


This book helps with fault finding and identifying trends (Page 382).

This page of the book is about IP address and Subnet masks (Page 60).
This page in the book tells and shows how trends with printers (Page 332).

This page shows trends with file management (Page 6)


Task 3.2

Describe trends that may occur

For Gee Gardens, email accounts and attachment problems are the highest level of
trends to be determined.
New recruits often have a lot of problems when trying to access their user accounts
either by entering the wrong password or user name.
Email clients such as Microsoft Office Outlook, Mozilla Thunderbird, Microsoft
Entourage, Netscape Messenger, Spicebird (Linux) and Web Browsers such as Mozilla
Firefox 3, Chrome 2, Internet Explorer 8, netscape Navigator 9 all must be installed and
configured for all end users due to its efficiency and simplicity of its user-friendly
application.

Task 3.3

Identify recurring requests for support

Saving files to a specific locations and entering incorrect code would require technical
support of the technician.
Because these requests are prone to occur again, technicians should make themselves
available for a period of one week for the end users to get used with the new system.

Task 3.4

Detail the results of the analysis including:

Email including attachment

Connection between sites

Incorrect code and data

Saving files to specific location

The cause of problems which are -

New Staff & Little or no ICT Knowledge


Limited means of connectivity

Recommendations for remedial action

Email including attachment:

ICT Training in using email client software so all new members of staff will know
how add an attachment to an email.

Connection between sites:

Broadband Internet Services could be experiencing problems with routers and


specific sites, networks could be busy and not able to cope with all the data
trafficking, so the network is running slow due to demands.

Incorrect code and data:

ICT Training for new members of staff showing them their user names and
passwords and what privileges they have, what they have access to and what
they are restricted from.

Saving files to specific location:

ICT Training just to show new employees/staff members where to save particular
data to a specific area on the network.

Areas where potential improvements could be made

Scheduled Maintenance Check should be made so the computers and networks are
fully functional and should become faster with regular system checks and
defragmentation’s, checking if and unwanted data is filling memory which is no longer
servicing any purpose.

Firewall needs to updated on regular basis to have a log of traffic of which what to allow
through and not of which is to stop/prevent any unwanted/ unauthorized
communications between sections of a computer network. Also needs to be check to
see if it’s functioning properly.
Auto complete software should be installed to easy and fast entry of codes as safety
measure and not to cause embarrassment to the new employee/staff member which
also saves time typing data and codeing/codes.

Separate server for file storage so no data would be lost and every member of staff old
& new would know where to save data so that there would be no issues or problems in
retrieving the specific data required. Also Scheduled Maintenance Check would help all
networks run efficiently and help to prevent any issues/problems occurring.

Responsibilities of personnel involved.

Network manager:

To provide training for all members of staff.

Managing Director:

To organise training events at all sites

Site Managers:

To organise members of staff who need the training.

Office Managers:

To make sure office staff attends training sessions.

Office Staff:

To attend training sessions.

Further information required

Microsoft Office Outlook, Mozilla Thunderbird and Spicebird are used for email client
application (software).

Account Log of each users should be created for security purpose just in case someone
knows another persons account details and abuses the companies policies by using the
internet, going on to sites which they shouldn’t or to get other information about other
members of staff then when managers check the logs and see the member of staff been
on those sites would then either get verbal warning or sacked/fired where as the culprit
would get away with it without written/verbal warning or sacked/fired.

All necessary codes or customer information must be at fingertips, if there is a


problem/issue with the order then the member of staff can recall the details so the issue
can be resolved there and then.

Network drives could be created for each staff to save their work into for more personal
touch and security and members of staff have more responsibility for the data they are
responsible of.

Consultation with customers

Email is used most commonly way to contact them, phoning them can be more stressful
for the client as the call could be at an impropriate/inconvenient time for them.

It’s required to retrieve some customers’ files

It’s very important to get the customers information/details right as there could be
complications if the wrong details have been inputted into the data bank.

Customers’ files should be saved in the server, backups should also be made in case
files get corrupted or lost and in some cases stolen, so for security reason duplicate
everything and store them in a tight safe place in a safe off site that can only be
accessed by the manager.

Implementation strategies

Technicians should stick around for a week for staff to be able to confidently apply it
(using email clients and to apply attachments to emails) in their daily work.

Health and Safety should be considered by the Health & Safety Officer for the benefit of
all members of Staff from Top Boss to Low Cleaner.

Firewall, Antivirus, Adware & Spyware software programs must be installed and
configured by the Network Technician, while the Technician performs these tasks all
members of staff must be discouraged from using the network and the web (Internet).
Task 4

Task 4.1

Research and document source of technical support that could be used by the Network
Technician to resolve support requirements

These sources help a Network Manager with support requests:

Technical Log
(http://xona.com/2004/06/images/07_detailed_technical_log.gif)

This is a source that a Network Manager may use to help resolve any problem/issue
that occurs. For example ―not being able to print documents on/off the local network
printer‖ because the required printer has not been selected as default printer, there
maybe more than one printer on the network or haven’t added the printer to their user
account. The Network Manager will check the Technical Log to identify problems that
are occurring and by using this source they will be able to click on ―Printers and Faxes‖
to search for the relevant printer, set it as the default printer for that particular member
of staff.

All this information is recorded by the technician to entail daily technical activity in the
company with regards to faults, problems with computer equipment, giving customers
quality assurances, also when, where and how it was all resolved. This is later used to
resolve support requests.

Manufacturer’s instruction manual & website


(http://www.nodevice.com/images/sm/big/2008_08_11_05_19_00/11273_1.jpg)

(http://support.euro.dell.com/support/index.aspx?c=uk&l=en&s=gen)

With this source the network Manager can use it to help resolve an issue/problem with a
piece of software, hardware or a peripheral. This helps the Network Manager to solve
the issue, for example ―a PCI Sound Card not working‖ the Network Manager would
either read the manual that comes with the product, read the online manual or use the
web site to download the drivers needed for the Sound Card to function properly.
Manuals are always accompanied with products and computer equipment purchased to
explain step-by-step instruction of installation and software drives if applicable. Also it
includes warnings about potential faults that could occur and how to resolve it.

Not all instruction manuals cover all the issues/problems that customers experience or
cover a few faults that could occur hoping this will help you with any faults you
experience; you may need further assistance to resolve the error by phoning the
companies Technical Help Line.

FAQ’s
(http://www.stata.com/support/faqs/)

Frequently Asked Questions are a great source for Network Managers to use as they
are often the best way to get answers to any queries or technical advice. FAQ’s can be
found in books, manuals, websites are the best as they have the information they need
to help with an issue. The manufacturer will be more experienced and knowledgeable
of their own product, so by going on to their website where they have the relevant
information to help you with any issue/problem/error that occurs/experience this would
help to resolve it. For example ―Microsoft Windows XP how to set up a peer-to-peer
network‖ and the hand manual may have some information about it or go to the online
FAQ (Microsoft) page, type the name of the issue then the relevant information come up
on your screen, in this way the Network Manager would be able to use this source to
resolve the issue.
Books

This is a source that a Network Manager can use for reference, to find useful tips and
advise when it comes to looking for information on the computer, software and
hardware

Forums and Newsgroups

(http://websitetips.com/lists/)

A Network Manager can use this source to help them resolve a problem or which other
end users have experienced and added their problem to a forum or newspaper and
experienced technicians would then reply with possible solutions to their problems and
give them advice on how to go about it. An example of this would be sound card
installed with all drivers installed and up to date and still no sound coming through the
speakers, then end user would type the problem on the forum which a technician would
reply with a possible solution to the problem.
Software Patches

(http://www.softwarepatch.com/)

This is a great source for Network Managers to use as it’s a small piece of software
designed to fix problems with a computer, updating a program or its supporting data.
The Network Manager would use this to fix bugs, replacing graphics and improving
performance/usability of the computer. Some times a patch can cause a problem rather
than fixing one, when changing graphics or sound patches are needed for like playing a
computer game. The best thing about patches is that they don’t take a long time to
install and apply.

Software Developers
(http://www.basda.org/)

This source could be helpful to a Network Manager because of the knowledge they
possess of the software the NM (Network Manager) has, the software Developer has a
broader scope of computer programming and will be able to contribute to the overview
of the issue that the NM has with a piece of software. Most software developers are
guided by programmers who are freelance software developers. Software developers
are also called software engineers or software analysts.

Technical Colleagues

(http://sdm.mit.edu/NEWS_ARTICLES/SDM_GRANGE-KYNER/sdm_grange-
kyner2.jpg)

Colleagues are a great source for a Network Manager and are explicitly united in
a common purpose and respecting each other's abilities to work toward that
purpose. A colleague is an associate in a profession or in a civil or ecclesiastical
office.
Information collected for technical support purposes are somewhat up-to-date but
instant and precise information. These could be another Network Manager, their
Manager or another Department Manager.

Task 4.2

Identify and justify when each source should be utilised

Technical Log

A technical log is a step forward from Call Logging system. Any problem or fault
received from phone calls is thereby action by the technician. A Network Manager
would then consult the Technical Log to find out which technician handled the situation,
when and if it was resolved. The same defect above could happen here as well due to
typographical error and if it was manual, bad hand written should be considered. The
issue that a Network Manager could use this source of information is a network cable is
faulty and needs replacing of which would be a simple job for the Network Manager.
Manufacturer’s instruction manual & website

Manufacturers Instruction Manual has detail or precise instructions in resolving any


particular product faults. Manufacturer’s Website is a very good, precise and up-to-date
source of information that has full understanding of the product or device along with the
download or support page of the website which is usually filled with information, drivers
download link and readme text which could assist in step-by-step coaching of faults and
problems especially if it has occurred before. Keep in mind about the published date
which could mean that it might be out dated. It can also be easily misplaced, torn and
damaged. It can’t be accessed without internet access which the Network Manager
must be mindful of viruses and spam that occasionally accompanies some software or
drivers of the website. Only download from trusted manufacturers’ websites. The
Network Manager can use this source to resolve an issue such as Sound Card issue
where the PCI sound card is installed but not recognised on Operating System and
needs to go to the Manufacturers website/Manual to resole the issue at hand.

FAQ’s

These are ideal if you need to find a solution or advice for a product, the
company/manufacturer would be more experienced & knowledgeable than anyone else
about their product therefore they would include relevant information to help resolve any
problem on there website forum.

Books

All books are found useful for Network Managers or end users to understand more
about their computer and the network. There’s loads of tips and advice for both Network
Managers & end users on understanding about hardware, software, email clients,
dealing with attachments and other problems. To have books at hand while you’re at the
computer, some books can be expensive and may be cheaper to phone a call centre as
calls cost 40 pence for 15 minutes from a telephone box, but most common problems
can be dealt with by referring to a book.

Forums and Newsgroups


Forums websites can help with different ideas of resolving a problem being hardware or
software by typing the problems/faults you are experiencing and you should have an
answer to solve the problem. You may have to keep checking the forum website for a
response to see if anyone has had the same problem as you and someone has given
you away to resolve your problem. This is a good idea to use the forum especially when
a manufacturer’s website has failed to resolve the fault. Using search engines
effectively is essential in this area.

Software Patches

Software Patches software and drivers that can be downloaded from online hardware
drivers, Microsoft download centre and manufacturers’ website which can fix a particular
software problem, bugs or update. It should be used when software application requires
update or need to fix some bugs. It also requires internet access.

Software Developers

Software Developers are also a good source of information for support request. Details
of how equipment software was designed and potential problems and possible solution
can be found on their websites. This source should only be used by the network
manager when the software problems are urgent. The Information could be too
comprehensive for a novice to understand. It’s also difficult to find the exact information
required.

Technical Colleagues

Technical colleagues provide rapid resolution to either previous fault or persisting


problems depending on how long they have been employed. This source can help
understand more about the faults concerning the support request. This should be
utilised by the network manager when all other sources have not meet the required
support request. Information received is not always accurate and can also be easily
forgotten in time.
1/27/2010

GREENWICH
COMMUNITY OCR LEVEL 3 UNIT 3 ASSIGNMENT
COLLEGE

Hardware/Equipment and Systems Installations | Steven Peters


Table of contents

Pages

Task 1 1-22

Task 2 22-30

Task 3 31-40
Task 4 40-48

Task 5 48-50
Task1
The room E204 is well suitable for the setup and install of the desktop computers, all the
cables (NetworkRJ45, Power and all other cables needed), tables, chairs and lighting.

Installation Plan
Task Reasons for People Expected Actual
Task Responsible Outcome Outcome
for Tasks
H&S risk To see that the Health & The room to be safe Every computer
assessment room is at the Safety for use and Health & will have passed
standards of Officer Safety Procedures are the Health &
the Health & all put in place. Safety checks.
Safety
procedures
Hardware and To see all Technician All the specs are Every computer
Software Report computers are suitable for upgrade. is ready for use
up to date with without any
the latest problems.
update for
drivers &
programs.
Examine all power To check that Electrician Finding out how many Every socket is
sockets all are you need. working without
connected and any faults.
functioning
properly
Commence a pre- To check all Technician Must make sure that Every driver has
installation report computers for everything on the been updated.
and write on the any faults and computer is functioning
result and prove fix them or properly and up to
resolve the date.
issue.

Lifting all furniture and computers must be done by bending your knees, keeping you’re
back straight and use your legs do the lifting instead of bending over to pick anything
up. Computers must be kept on a level surface with much free, clear work space with
enough even lighting that’s not too bright and not too dark and monitor screens must
have the anti-glare; also you must have suitable chairs for end users to use and be
comfortable.
Seating - Chairs with adjustable height and back-rest are recommended. When
seated correctly, the lower arms and thighs should be in a roughly horizontal
position while working at the keyboard.

Worktops - A fixed height between 660-730mm is required (720mm is


recommended). A worktop depth of 760-840 mm is required to give the user
sufficient distance from the screen while working. Matt worktops in a cream or beige
colour are recommended in order to reduce glare.

Lighting - Windows should be fitted with non-reflective blinds, preferably beige in


colour. Consideration should be given to positioning of the screen away from light
reflection and glare. The optimum position is at right angles to the source of natural
light.

Screens - All new screens must be fitted with tilt and swivel stands. Sufficient
room is needed for the screen to be moved back and forward. Ideally, the top of
the screen should be at eye level.

Power supply - Leads should preferably be in trunking above the height of the
worktops or be safely tied. An adequate number of supply sockets should be
provided to eliminate the need for trailing wires. It is safer to switch the equipment off at
the wall socket or room master switch rather than 'find' the switches at the rear of the
machines. Mains plugs and leads must be checked for safety once a year.

Fire precautions - A fire extinguisher suitable for electrical fires (such as carbon
dioxide) must be provided in all computer rooms. The location of the nearest fire
exit must be notified near the door in each room.

Repetitive Strain Injury - This may be caused by repetitive finger movements


over very long periods of time. It can become quite serious for people employed
solely as keyboard operators. In order to reduce muscle fatigue and strain, users should
be encouraged to get up and move around at reasonably frequent intervals, for example
to collect equipment, and to do other forms of work.

Eye Strain - In order to reduce eyestrain, users should be encouraged to look


away from the screen and focus on a distant object from time to time - this will
relax their eye muscles. The wearing of spectacles also helps prevent possible
soreness caused by the bombardment of ionized dust particles from the screen.

(http://www.didcotgirls.oxon.sch.uk/depts/it/gcse/notes/safety/index.htm)
To upgrade the computer from the old operating system (Windows XP Professional) to
the new operating system (Windows 7 Enterprise/Vista Enterprise) I will need to
upgrade the RAM (DDR 2), Internal Optical Drive (CD Drive to DVD Drive) because the
current amount of RAM installed on the computer is 512MB and needs 1GB of RAM to
operate Windows 7 and the optical drive must be upgraded because Windows 7 is a
DVD ROM and the current Optical Device is a CD Drive of with would not run the DVD
ROM Disc. The specifications are as below:

Dell™ OptiPlex™ GX280 System Specifications

Microprocessor
Microprocessor type Intel® Pentium® 4; design
provides for future Dell-
supported upgrades.
Level 1 (L1) cache 32 KB
Level 2 (L2) cache 1 MB pipelined-burst, eight-
way set associative, write-
back SRAM
Memory
Type 400 & 533 MHz DDR2
SDRAM
Memory connectors small form-factor computer: 2
small desktop computer: 4
desktop computer: 4
small mini-tower computer: 4
mini-tower computer: 4
Memory capacities 128 MB, 256 MB, 512 MB, or
1 GB non-ECC
Minimum memory dual-channel: 256 MB
single-channel: 128 MB
Maximum memory small form-factor computer: 2
GB
small desktop computer: 4
GB
desktop computer: 4 GB
small mini-tower computer: 4
GB
mini-tower computer: 4 GB
BIOS address F0000h
Computer Information
Chipset Intel Grantsdale
Data bus width 64 bits
Address bus width 32 bits
DMA channels eight
Interrupt levels 24
BIOS chip (NVRAM) 4-Mb
Memory speed 400 & 533 MHz
NIC integrated network interface
with ASF 1.03 support as
defined by DMTF.

Capable of 10/100/1000
communication:

Green — A good
connection exists
between a 10-Mbps
network and the
computer.
Orange — A good
connection exists
between a 100-Mbps
network and the
computer.
Yellow — A good
connection exists
between a 1 Gb (or
1000-Mbps) network
and the computer.
Off — The computer
is not detecting a
physical connection to
the network.

Video
Type integrated Intel Extreme
Graphics or PCI Express x16
DVI video card
Audio
Type AC97, Sound Blaster
emulation
Stereo conversion 16-bit analog-to-digital; 20-bit
digital-to-analog
Controllers
Drives small form-factor: one serial
ATA controller supporting
one device and one parallel
Ultra ATA/100 IDE
supporting two devices per
channel with one channel

small desktop: one serial


ATA controllers supporting
one device each and one
parallel Ultra ATA/100 IDE
supporting two devices per
channel with one channel

desktop: two serial ATA


controllers supporting one
device each and one parallel
Ultra ATA/100 IDE
supporting two devices per
channel with one channel.

small mini-tower: two serial


ATA controllers supporting
one device each and one
parallel Ultra ATA/100 IDE
supporting two devices per
channel with one channel

mini-Tower: two serial ATA


controllers supporting one
device each and one parallel
Ultra ATA/100 IDE
supporting two devices per
channel with one channel
Expansion Bus
Bus type PCI 2.2
SATA 1.0a
USB 2.0
PCI Express 1.0a
Bus speed PCI: 33 MHz
SATA: 1.5 Gbps
USB: 480 Mbps
PCI Express x1: 5 Gbps
PCI Express x16: 80 Gbps
Small Form-Factor computer low-profile cards supported
PCI
connector one
connector size 120 pins
connector data width 32 bits
(maximum)
PCI Express
connector one x16
connector size 164 pins
connector data width 16 PCI Express lanes
(maximum)
Small Desktop computer half-length cards supported
PCI
connectors one or two (depending on
purchase)
connector size 120 pins
connector data width 32 bits
(maximum)
PCI Express
connector one x16 and an optional x1
connector size 120 pins (x16) and an
optional 36 pins (x1)
connector data width 16 PCI Express lanes (x16)
(maximum) and an optional one PCI
Express lane (x1)
Desktop computer half-height cards supported
half-length, full-height cards
supported with optional with
card cage
PCI
connectors two (without card cage)
two (with card cage)
connector size 120 pins
connector data width 32 bits

(maximum)
PCI Express
connectors one x16
connector size 120 pins (x16)
connector data width 16 PCI Express lanes (x16)
Small Mini-Tower full-height cards supported
PCI
connectors three
connector size 120 pins
connector data width 32 bits
(maximum)
PCI Express
connector one x1 and one x16
connector size 36 pins (x1) and 120 pins
(x16)
connector data width one PCI Express lane (x1)
(maximum) and 16 PCI Express lanes
(x16)
Mini-Tower full-height cards supported
PCI
connectors two
connector size 120 pins
connector data width 32 bits

(maximum)
PCI Express
connectors one x1 and one x16
connector size 36 pins (x1) and 120 pins
(x16)
connector date width one PCI Express lane (x1)
and 16 PCI Express lanes
(maximum) (x16)
Drives
Externally accessible:
Small Form-Factor computer one bay for a slimline floppy
drive
one bay for a slimline
CD/DVD drive
Small Desktop computer one 3.5-inch bay
one 5.25-inch bay
Desktop computer one 3.5-inch drive
one bay for CD/DVD or
optional second Hard Drive
Small Mini-Tower computer two 3.5-inch drive bays
two 5.25-inch drive bays
Mini-Tower computer one 3.5-inch drive bay
two 5.25-inch drive bays
Internally accessible:
Small Form-Factor computer one bay for a 1-inch-high
hard drive
Small Desktop computer one bay for a 1-inch-high
hard drive
Desktop computer one bay for a 1-inch-high
hard drive
Small Mini-Tower computer two bays for 1-inch high hard
drives
Mini-Tower computer two bays for 1-inch high hard
drives
Connectors
External connectors:
Serial 9-pin connector; 16550C-
compatible
Parallel 25-hole connector
(bidirectional)
Video 15-hole connector
Network adapter RJ45 connector
Optional PS/2 with small form-factor computer:
secondary serial port adapter one 6-pin mini-DIN with a Y-
adapter
small desktop, small mini-
tower, desktop, and mini-
tower: two 6-pin mini-DINs
USB two front-panel and six back-
panel USB 2.0–compliant
connectors
Audio three connectors for line-in,
line-out, and microphone;
one front-panel connector for
headphones
System board connectors:
Primary IDE drive 40-pin connector
Serial ATA small form-factor computer:
one 7-pin connector
small desktop computer: one
7-pin connectors
desktop computer: two 7-pin
connectors
small mini-tower: two 7-pin
connectors
mini-tower: two 7-pin
connectors
Floppy drive 34-pin connector
Serial 12-pin connector for optional
second serial port card
Fan 5-pin connector
PCI 2.2 120-pin connector
CD drive audio interface 4-pin connector
Front audio 10-pin connector (For the
optional audio customer kit)
Front panel 40-pin connector
Key Combinations
<Ctrl><Alt><Del> If running Microsoft®
Windows® XP, brings up the
Windows Security window. If
in MS-DOS® mode, restarts
(reboots) the computer
<F2> or <Ctrl><Alt><Enter> starts embedded system
setup (during start-up only)
<Ctrl><Alt><b> automatically starts the
computer from the network
environment specified by the
remote boot environment
(PXE) rather than from one
of the devices in the system
setup Boot Sequence option
(during start-up only)
<F12> or <Ctrl><Alt><F8> displays a boot device menu
that allows the user to enter
a device for a single boot
(during start-up only) as well
as options to run hard-drive
and system diagnostics
Controls and Lights
Power control push button
Power light green light—blinking green in
sleep state; solid green for
power-on state

amber light—blinking amber


indicates a problem with an
installed device; solid amber
indicates an internal power
problem (see Power
Problems)
Hard-drive access light green
Link integrity light (on green light for 10-Mb
integrated network adapter) operation; orange light for
100-Mb operation; yellow
light for a 1000-Mb (1-Gb)
operation
Activity light (on integrated yellow blinking light
network adapter)
Diagnostic lights small form-factor, small
desktop, and small mini-
tower computers: four lights
on the back panel
desktop and mini-
towercomputers: four lights
on the front panel
Standby power light AUX_PWR on the system
board
Power
DC power supply:
Wattage small form-factor computer:
160 W
small desktop computer: 210
W
desktop computer: 280 W
small mini-tower computer
with processor speeds of 3.2
GHz or lower: 250 W
small mini-tower computer
with processor speeds of 3.4
GHz or higher: 305 W
mini-tower computer: 305 W
Heat dissipation small form-factor computer:
546 BTU/hr
small desktop computer: 717
BTU/hr
desktop computer: 150W
max
small mini-tower computer
with processor speeds of 3.2
GHz or lower: 853 BTU/hr
small mini-tower computer
with processor speeds of 3.4
GHz or higher: 1041 BTU/hr
mini-tower computer: 150W
max
Voltage fixed-voltage power supply—
110 V at 50/60 Hz

manual selection and auto-


sensing power supplies—90
to 135 V at 50/60 Hz; 180 to
265 V at 50/60 Hz; 100 V at
50/60 Hz for Japanese
computers
Backup battery 3-V CR2032 lithium coin cell
Physical
Small Form-Factor computer:
Height 9.0 cm (3.57 inches)
Width 31.9 cm (12.54 inches)
Depth 35.4 cm (13.93 inches)
Weight 6 kg (14 lbs)
Small Desktop computer:
Height 10.6 cm (4.2 inches)
Width 38.9 cm (15.3 inches)
Depth 43.2 cm (17 inches)
Weight 9.9 kg (22 lbs)
Desktop computer
Height 11.4 cm (4.5 inches)
Width 39.9 cm (15.7 inches)
Depth 35.3 cm (13.9) inches
Weight 10.4 kg (23 lbs)
Small Mini-Tower computer:
Height 42.5 cm (16.7 inches)
Width 18.1 cm (7.1 inches)
Depth 44.7 cm (17.6 inches)
Weight 12.7 kg (28 lbs)
Mini-Tower computer
Height 41.4 cm (16.3 inches)
Width 18.5 cm (7.3 inches)
Depth 43.9 cm (17.3 inches)
Weight 12.34 kg (27.2 lbs)
Environmental
Temperature:
Operating 10° to 35°C (50° to 95°F)

NOTE: At 35°C (95°F), the


maximum operating altitude
is 914 m (3000 ft).
Storage –40° to 65°C (–40° to 149°F)
Relative humidity 20% to 80%
(noncondensing)
Maximum vibration:
Operating 0.25 G at 3 to 200 Hz at 0.5
octave/min
Storage 0.5 G at 3 to 200 Hz at 1
octave/min
Maximum shock:
Operating bottom half-sine pulse with a
change in velocity of 20
inches/sec (50.8 cm/sec)
Storage 27-G faired square wave
with a velocity change of 200
inches/sec (508 cm/sec)
Altitude:
Operating –15.2 to 3048 m (–50 to
10,000 ft)
Storage –15.2 to 10,668 m (–50 to
35,000 ft)
(http://support.euro.dell.com/support/edocs/systems/opgx280/en/ug/specs02.htm)
(http://www.fixit-cs.be/documents/dell.jpg)

These are the Microsoft minimum hardware recommendations for systems that will be
running the Windows 7. These recommendations are specific to the beta release and
are subject to change:

Processor: 1 GHz 32-bit or 64-bit processor


Memory: 1 GB of system memory
Hard drive: 16 GB of available disk space
Video card: Support for DirectX 9 graphics with 128MB memory (in order
to enable Aero theme)
Drive: DVD-R/W drive
Internet connection (to download the Beta and get updates)

Note: Some product features of Windows 7, such as the ability to watch and record live
TV or navigation through the use of ―touch‖, may require advanced or additional
hardware.

(http://windows7.windowsreinstall.com/systemrequirements.htm)

(http://www.blog.007corner.com/wp-
content/uploads/Windows%207/System%20Specs.png)
Research and document all hardware and software upgrades including licence
information

These are all the components that are needed for the upgrade to commence:
This is a screenshot of the DDR2 RAM that’s compatible with Windows 7
Enterprise/Vista Enterprise, I had to find out the type of Ram needed, size of the RAM,
how much it would cost and where to get it from.
This is screen shot of the website needed to buy the Internal DVD Drive from and make
sure that its compatible with Windows & Enterprise/Vista Enterprise.

Windows 7 Enterprise is the most advanced Windows operating system for business
PCs, designed to meet the evolving needs of the users and IT professionals in your
organization—both in and out of the office. With exclusive features and benefits,
Windows 7 Enterprise drives lower total cost of ownership by helping your users stay
productive anywhere, enhancing security and control, and simplifying PC management
across your organization.
This is a screenshot of the website where I’ll be buying Operating System Windows 7
Enterprise/Vista Enterprise.

(http://www.computerperformance.co.uk/vista/vista_upgrade.htm#Upgrade_Paths_XP_-
-_Vista)
The License information

Vista Product Keys are split into 3 major groups, Retail, OEM (SLP, NONSLP, COA)
and VLK (MAK, GVLK, CSVLK)

Retail - What can be purchased in shops or online


Supported by Microsoft. Needs activation by phone or online.
OEM - Original Equipment Manufacturer
(i.e., shipped with a new computer). OEM editions are distributed and supported by
an OEM (not Microsoft)

OEM: SLP - (System Locked Pre-installation) these keys are preinstalled by the
OEM. Data embedded in the BIOS (SLIC), is used to validate the key. SLP keys will
work with any OEM SLP system, regardless of the OEM system’s brand. These are
the only keys that are able to bypass activation that is, perform offline activation
without contacting Microsoft.

OEM:NONSLP - (Non System Locked Pre-installation) Similar to Retail, but


distributed and supported by an OEM. Needs activation by phone or online.

OEM: COA - (Certificate of Authentication) The OEM: COA (for Vista that comes
with an OEM: SLP key pre-installed by OEM) key would be required if a
reinstallation is needed, the COA should be affixed to the body of the computer.
Needs activation by phone or online.

VLK - Volume Licensing Key


Activation done online via KMS server.

The biggest problems with upgrading to Windows Vista boil down to these points:

Real-world hardware requirements


Upgrade paths
Cost, both for hardware upgrades and for Windows itself
Vista drivers and hardware-support software

The problems of joining a PC to an existing network are:-


1. The Work Group/ Domain
2. IP Address
3. Network cables
4. Hub
5. Network Card
6. User Name
7. Password
The problems and solutions have been from my own experience and through research

Configurations

Software Hardware

How How

Set defaults Create Partitions


Office Hard drive
Setup Proxy Select Auto Run
Web browser CD/DVD/Optical Drive

USB Auto select Application


Setup Schedules
Anti Virus Configure settings
Change Screen
Fire wall Install updates Graphics Card Resolution

Media Player Sound Card Set Defaults

Network Card Network Settings

I’m going to use Visa Enterprise which is now called Windows 7 Enterprise
Windows 7 Specs

Processor: 1 GHz 32-bit or 64-bit processor


Memory: 1 GB of system memory
Hard drive: 16 GB of available disk space
Video card: Support for DirectX 9 graphics with 128MB memory (in order
to enable Aero theme)
Drive: DVD-R/W drive
Internet connection (to download the Beta and get updates)

(http://www.computer-juice.com/forums/f48/windows-7-specs-20913/)+

Report on your sources of information and actions taken


Problem - Hardware not compatible with motherboard components/chipset
Solution - Update Drivers for hardware so everything is compatible and functioning
properly.
Problem - Software not compatible with the Chipset/Hardware.
Solution – run updates for all software for more tools, documents, files, folders,
Pictures, icons etc. .
Problem - Not enough DDR RAM installed.
Solution - Add another GB of DDR RAM.
Problem - Need more graphics memory/a higher graphics card memory to work
better in conjunction with the RAM.
Solution - Install a higher graphics card for better pixels display on monitor.
Problem - Ports may need replacing or upgrading to function properly i.e. USB 1 to
USB 2.
Solution - Install PCI USB 2 card or USB 2 port for components to function properly
Problem - Safety protection feature may be on and prohibits you from doing an new
installation.
Solution - Turn off firewall security features and Disable network features.

Date Time Name Time


Completed
4th Nov 2009 11:20 Steven Peters 15:00
Responsible for IT Technician
work to be
carried out
Reasons for To make sure everything will function properly and
carrying out the have a better, faster and up to date Operating
work system.
Risk Reasons for task Who’s responsible
Assessment To check that the room The Health & Safety
is upto the Health and officer
Safety Regulations.
Hardware & To check the computer System Administrator
Software report is functioning properly
and to see if any of the
drivers need upgrading.
To arrange the To position the furniture Manager & System
furniture around the room to suit Administrator
it best for the network.
Pre-installation To inspect the computer System Administrator
report for any problems that
may occur.
Expected To ensure that the room is all setup for everyone to
Outcome use under the Health & Safety regulations, make
sure that all the components are suitable for the
upgrade, making sure the furniture is all in the right
places and ensuring that all the drivers on the
computers are up to date.
Actual All the devices and computers are in place and
Outcome have passed the Health & Safety regulations, the
computers and the devices are all suitable ready to
use, all the furniture is in place and every driver is
up dated.

Task 2

1) Post (power on self test)

POST TEST
Date Time Name Time Completed
4th Nov 2009 11:20 Steven Peters 15:00
Reasons for To make sure everything will function properly and have a better,
carrying out the faster and up to date Operating system.
work
Test Pass Errors Actions
Boot system without None None
errors
Check Device None None
manager for non
functioning devices
Check to see if all None None
drives are
accessible in file
manager
Check CD auto run None None
functions correctly
Copy file from C: to None None
A:
Scan Disk None None
Defragmentation None None
Check all software None None
is working
Check IP all None None
address’s are
different
Check that the None None
domain/work group
Check all cables None None
and connections
from PC and hub
Test keyboard and None None
mouse to see if
functioning correctly
Check monitor is None None
working/resolution
is fine
Check if network is None None
accessible
Check if printer is None None
working and
everyone can
access it and use it
Upgrade of Optical drive Upgraded optical
hardware needs upgrading drive(DVD Drive)
(CD Drive)
Upgrade of software Drivers needed Updated all drivers
updating
Expected Outcome Upgrade to complete around 2 hrs ish.
Actual Outcome All configurations and upgrades complete OS functioning normal.
POST (Power on Self Test)
The test table above shows the procedures and test I preformed to see if the computer
was functioning and able to access all drives, drivers updated and configured and
settings set properly. The tests did show that certain parts i.e. Hardware and software
needed upgrading for the computer to function properly.

2) Hardware and Software compatibility

Hardware:-
Graphics cards those are compatible with Windows 7

(http://www.microsoft.com/windows/compatibility/windows-7/en-
us/Browse.aspx?type=Hardware&category=Graphics%20Cards%20%26%20Compone
nts&subcategory=Graphics%20Cards)
Sound cards that are compatible with Windows 7

(http://www.microsoft.com/windows/compatibility/windows-7/en-
us/Browse.aspx?type=Hardware&category=Graphics%20Cards%20%26%20Co
mponents&subcategory=Sound%20Cards)

List of Motherboards Qualified for Windows 7


June 10, 2009
SubmissionI Leve Product
D l Company>Division Category Name
Motherboar ASRock
1327743 Logo ASROCK Incorporation d P45XE
Motherboar ASUS P5Q
1328072 Logo ASUSTeK Computer Inc. d PRO
Motherboar ASRock
1328074 Logo ASROCK Incorporation d P45XE
MICRO-STAR Motherboar MS-7593
1328100 Logo INTERNATIONAL CO., LTD d VER:1.0
Motherboar ASUS P5Q
1328113 Logo ASUSTeK Computer Inc. d SE PLUS
Motherboar GA-EP45-
1328340 Logo Motherboard Business Unit d UD3P
Motherboar ASUS P5Q
1328369 Logo ASUSTeK Computer Inc. d PRO
Motherboar GA-EP45-
1328705 Logo Motherboard Business Unit d UD3P
Motherboar GA-EX58-
1329157 Logo Motherboard Business Unit d UD3R
Motherboar GA-P43-
1329193 Logo Motherboard Business Unit d ES3G
Motherboar ASRock
1329210 Logo ASROCK Incorporation d K10N78
MICRO-STAR Motherboar MS-7558
1329318 Logo INTERNATIONAL CO., LTD d VER:1.0
Motherboar ASRock
1329324 Logo ASROCK Incorporation d K10N78
MICRO-STAR Motherboar MS-7572
1329465 Logo INTERNATIONAL CO., LTD d VER:1.0
Motherboar
1329618 Logo CPG (Channel Platform Group) d DP45SG
MICRO-STAR Motherboar P45C Neo-
1329625 Logo INTERNATIONAL CO., LTD d FIR
Motherboar
1329752 Logo CPG (Channel Platform Group) d DX58SO
Elitegroup Computer Systems Motherboar
1329899 Logo Co Ltd d P45T-A2
MICRO-STAR Motherboar MS-7522
1330128 Logo INTERNATIONAL CO., LTD d VER:1.0
MICRO-STAR Motherboar MS-7514
1330251 Logo INTERNATIONAL CO., LTD d VER:1.1
BIOSTAR MICROTECH INT'L Motherboar
1330314 Logo CORP d IP45F-A7T
MICRO-STAR Motherboar P45 Neo2-
1330624 Logo INTERNATIONAL CO., LTD d FIR
Motherboards compatible with Windows 7

(http://www.rajeshpatel.net/download-list-of-qualified-windows-7-motherboards/)

Internal Hard drives compatible with Windows 7

(http://www.microsoft.com/windows/compatibility/windows-7/en-
us/Browse.aspx?type=Hardware&category=Storage%20Devices&subcategory=Hard%2
0Drives%2C%20Internal)
CD/DVD drives compatible with Windows 7

(http://www.microsoft.com/windows/compatibility/windows-7/en-
us/Search.aspx?s=DVD%20Drive&type=Hardware)
Plasma Display Screens compatible with Windows 7

(http://www.microsoft.com/windows/compatibility/windows-7/en-
us/Details.aspx?type=Hardware&p=Sylvania%206842THG%2042%22%20Plasma&v=S
ylvania&uid=6842THG&pf=0&pi=2&c=Displays&sc=Plasma&os=32-bit)

3) Configuration settings of base unit Dell Optiplex GX280


DELL OPTIPLEX GX280 (Base Unit)

Configurations

Software Hardware

How How

Set defaults Create Partitions


Office Hard drive
Setup Proxy Select Auto Run
Web browser CD/DVD/Optical
Drive
Setup Schedules Auto select
USB Application
Anti Virus Configure settings
Fire wall Change Screen
Install updates
Graphics Card Resolution
Media Player
Sound Card Set Defaults
Network Card Network Settings

Task 3
1) Full spec of the Pc before upgrade:
Software programs – the Operating System Windows XP, Drivers for various devices

Configuration settings – Screen Resolution, Time & Date, Language

Screen Resolution Time & Date Language

Hardware –
Hard Drive 40GB DDR RAM
2048Mb/400 & 533
MHz DDR2 SDRAM

Network card Optical Drive (CD


Drive to DVD/
DVDRW Drive)

Sound Card AC97 Sound Blaster


emulation

Video Card PCI Express x16


integrated Intel DVI video card
Extreme Graphics

Intel® Pentium®
4(Processor/Chipset
3.4 GHz)

2) Research and report all upgrades:

Upgrade of software –
(http://attoworks.com/Themes/DefaultStyle/Images/Pcsoftware.jpg)

Hardware –
(http://certifiedpos.com/images/memory.jpg)
Configurations –
(http://docs.hp.com/en/BA322-90077/img/Fig-29.png)

Screen prints of Vista Enterprise/Windows 7 Enterprise install:

CD drive shows it can not read the disc as the disc is a DVD and needs DVD drive to
operate properly as the drive before upgrade is a CD drive.

This shows that the computer needs another stick of RAM

Message received when upgraded CD Drive to DVD Drive


Error message when installing Vista Error message on install of Vista
Enterprise/Windows 7 Enterprise

Changed domain name Screenshot showing being connected to server

c)
1) The planning of the installation and selection of components:
The components needed for the upgrade are – Power cables, RJ45, Hub, Base unit,
Server (Tower), DDR RAM, DVD Drive, DVD Rom (Operating System Upgrade).

Look at pages 16-18, 24-29 to see the relevant information


The plan installation:
I had to make sure that all components were up to British Health and Safety Standards
and compatible with motherboard/systemboard/chipset.
2) Delivery of packaging:
I had to check the boxes for any damages it might received during delivery concerning
the product inside, also checked the invoice to see if everything was accountable, for
the quantity of the products and sent to the correct person.

DDR2 Operating System DVD Drive


To view these see pages 16-18

3) First power up:


The computer booted up without any errors, could access all drives, see that all drives
were functioning properly in Device manager, the CD auto run was working, I could
copy files from one drive to another without errors occurring, run scan disk to check of
errors(none found), performed defragmentation(not much needed to be defragged),
opened many software programs to check if they were functioning properly(no errors),
checked the IP Addresses and subnets to see if all correct and functioning properly,
checked the domain name/work group hadn’t changed, checked that all
ports/connections/cables from PC to Hub were functioning properly, tested the keyboard
and mouse opening note pad and typing random letters and moving the mouser around
to see if the pointer icon moves(no errors), screen resolution was fine didn’t need
changing, could access the local network, printed test page via the network printer and
checked that everyone could use the printer via their accounts, some hardware needed
to be upgraded(CD Drive to DVD Drive) for the upgrade could commence and installed
the required drive, some software needed to be updated(Drivers).
Look at page 23 to see Post Test and page 31
4) Installing devices:
I first installed the DDR RAM to boost the computers volatile memory which speeds the
computers functionality, then took out CD Drive and installed DVD Drive for the upgrade
of the operating system.

Look at pages 24-25,27-28,32 to see the components information


5) Integrating the devices into the existing system:
After installing the DDR RAM rebooted the computer and error message came and said
―Press F1 because the volume of RAM has increased‖, so I pressed F1 for configuration
of the DDR RAM was set then had to install the DVD Drive, the computer auto
configured it so the drive would function properly. After the upgrade I had to configure
the IP Address and Subnet mask, and then change the Domain.

Look at pages 50-52 to see the devices integrated to the existing system
The Report on the Upgrade for Windows XP Professional to Vista Enterprise/Windows 7
Enterprise:-

For the setup of installing/upgrading the operating system from Windows XP


Professional to Windows Vista Enterprise/Windows 7 Enterprise we checked the
computer specs for compatibility, how much DDR RAM was needed and any
hardware(CD Drive) that needed to upgraded(DVD Drive).

The problems that occurred during the upgrade of the operating system were as
follows:-
Had to press F1 button on the start-up menu due to the increased amount of
RAM installed for the computer to perform the upgrade from Windows XP
Professional to Windows Vista Enterprise/Windows 7 Enterprise.

Error message appeared when upgraded the CD Drive and installed the DVD
Drive, we had to reboot the computer for the configuration settings and
drivers setup and functioning properly.

Had to reboot computer for settings to auto configure for the computer to
function properly.

D)

1) An introduction to quality control what it is and why it is needed

Quality Control (QC) is a system of routine technical activities, to measure and control
the quality of the inventory as it is being developed. The QC system is designed to:

Provide routine and consistent checks to ensure data integrity, correctness, and
completeness

Identify and address errors and omissions

Document and archive inventory material and record all QC activities.

QC activities include general methods such as accuracy checks on data


acquisition and calculations and the use of approved standardized procedures for
emission calculations, measurements, estimating uncertainties, archiving
information and reporting. Higher tier QC activities include technical reviews of
source categories, activity and emission factor data, and methods.

(http://docs.google.com/gview?a=v&q=cache:6w_zjmJZ46oJ:www.ipcc-
nggip.iges.or.jp/public/gp/english/8_QA-
QC.pdf+quality+control+and+quality+assurance&hl=en&gl=uk&pid=bl&srcid=AD
GEESiqmFHETbwh0YJUwjuAtxju4bQC3dmjwCVK2eqax2GMs1NTSUpC7XNs5
u2EjRdSd0fF3BR2O5Nt4mp3CLKNoxWVkQc6rHYLbqf1qKQhY5KBNucjIFf3nnK
b2gQkS2YixdAOaFpE&sig=AFQjCNHc2y9ILWE_NC1NidUi_b6MUMapIQ)

2) How will quality control be applied at each stage?


Quality control covers products, people (professionalism and attitude), service
received. You will be able to see the implemented on pages 1-52. In developing
any Quality Assurance/Quality Control system, it is expected that judgments will
need to be made on the following:

Resources allocated to Quality Control for different source categories and


the compilation process on pages 1-34

Time allocated to conduct the checks and reviews of emissions estimates


of which are shown on pages 1,21-23 (Post Test, Install Plan)

Requirements for archiving information such as information on


components needed for upgrade is seen on pages 16-18,24-29,32

The level of Quality Control appropriate for each source category are
shown on pages 1-52

3) What evidence is required to show quality control has been done?

Screen shots provide evidence showing quality control has been achieved as well as
installation plan and POST Test table shows how you applied the control of quality.

Please look on pages 1, 2, 18-21,26-28 to see evidence of quality control.

Task 4

This task is to cover quality assurance

1) Document control

The document control system within Windows 7 Enterprise/Vista Enterprise is a web-


based module which enables you to control your content across the globe or just down
the hallway. Windows 7 Enterprise/Vista Enterprise is flexible, with a secure user-
friendly interface and a rich mix of features. These features grant you precise
management and flexibility over your content.

The Post Test that I done showed that the quality was controlled all the way through the
tests preformed to show that the computer was fully functioning properly. On the Post I
recorded the time & date, if the system Booted without errors, Checked Device manager
for non functioning devices and recorded if any had big yellow question marks ?,
Checked to see if all drives were accessible in file manager, Checked CD auto run
functions correctly, Copy a file from C: to A: and back again to see if the FTP was
functioning properly, used Scan Disk for the computer to check of errors and any
files/folders missing preventing the computer operating system from functioning
properly, preformed Defragmentation for the files/folders are put back in the right
places(Program/software package), Checked to see if the network was accessible,
Checked to see if the printer is working and everyone can access it and use it via the
network.

Quality records

2) The purpose of this procedure is to define the system for the maintenance,
Identification, indexing, storage and control of quality records to ensure:

Record controls established satisfy all regulatory and customer requirements.


Records controlled include customer-specified records.
Disposition of records also includes their disposal.

This procedure applies to all Windows 7 i.e. Enterprise/Vista Enterprise.

Pre-install

1. Check components are accessible

To make sure that all components are able to be used for upgrading the
computer/machine so the install of the operating system can proceed.

2. Check components are not damaged in any way

To make sure that all components are not damaged i.e. Ram is not cracked/scratched,
DVD ROM isn’t scratched or cracked/split, DVD Drive eject button not broken/draw not
opening or closing/laser not scratched/ports not damaged/jumper set to Dural (Master).

3. Check health and safety requirements are met

To make sure that no accidents occur, I need to make sure that all health and safety
procedures are met. An anti-static wrist band/strap is used.

4. Check the system requirements met the software requirements

To make sure that you have every component you need & that’s compatible with the
operating system you’re going to install.

See pages 16-18, 22-23,35

Research

1. Make sure the copyright (License) allows you to use information on the website (it’s
not illegal)
To check that the product you’re using is (License) a genuine legal copy, to make sure
it’s not a pirate copy.

2. Make sure you use the right information

To check that all documentation of the products are true and that you’re not being
mislead/making mistakes that could cost you valuable time.

3. Make sure you include the evidence for the research

To make sure that you can provide proof of all work carried out to show that no one else
has done the work for you and to show that you have done the research for the
information required.

4. Make sure you use a reliable source for you're research i.e. Google for search engine
and books for topics

To check that all information/documentation is correct and not false like using sites such
as ―Wikipedia.Com‖ because the information/document/text on the pages can be
changed by anyone who visits the site of which could be incorrect or the person
changing/adding the text/information/document.

See pages 3-20, 24-29, 32-33

3) Management responsibilities

Management Rights and Responsibilities

The Manager, through his/hers designated management personnel, has the right and
responsibility to control, change, and supervise all operations, and to direct and assign
all employees work appropriate for their classification. Such right and responsibility shall
include the selection and hiring of employees, discipline (involuntary demotion,
suspension, reduction in pay, written reprimand) and discharge for just cause, layoff,
promotion, reassignment or transfer, and training of employees, and control and
regulation of the use of all equipment and other property of the College.

See pages 1, 21-22 for management responsibilities

2) Job descriptions

ICT Technician:-
The ICT Technician will be responsible for general maintenance of defined computer
equipment and for the resolution of identified technical problems, as well as undertaking
general tasks which will promote the use of ICT across the curriculum.

The following indicate some of the principal tasks and responsibilities:

Software
install and test new software
make software available to appropriate users
ensure the anti-virus software is installed, kept up to date and working properly on all
stations
share files as required by staff for pupil and teacher use
set up and maintain user e-mail accounts

Hardware
check new computer equipment on arrival and install as appropriate
liaise with the designated person responsible for the maintenance of the inventory
liaise with the designated person responsible for portable appliance electrical safety
testing
maintain battery condition in notebook computers according to the manufacturer’s
guidelines, and ensure staff are aware of the importance of battery maintenance
maintain computer peripheral equipment such as scanners, printers, whiteboards,
projectors; ensure that these are prepared and ready to be used
assist the ICT Co-ordinator in the deployment of computer hardware around the
school
keep a log of all technical faults
liaise with external support agencies, e.g. Research Machines, OCC School Service
Desk, Capita, Evesham to resolve faults speedily
liaise with external suppliers for the repair of equipment under warranty or
maintenance contract

See pages 1,21,22

Network Management
check the network back up logs where appropriate
set up, maintain and remove user network accounts where appropriate
carry out routine network maintenance tasks
be familiar with the network infrastructure (cable and patch panels, hubs, switches,
OCN router ) and keep a log of any damage to it
follow supplier’s recommended procedures

Personal Qualities – An ICT Technician will need to


be able to work on his/her own initiative
demonstrate practical knowledge and problem-solving strategies
have high quality inter-personal skills
have sensitivity to the different levels of expertise in the various schools
keep abreast of new developments in software and hardware

See pages 1,21,22

Health and Safety Officer/ Safety Liaison Officer (SLO):-

The primary function of the SLO is to champion and promote occupational health and
safety awareness; and monitor that safety related functions, including risk assessments
and training, are being satisfactorily completed on behalf of the Head of Institute, School
or Central Management Portfolio to whom they report. The SLO will also share good
practice across the University on health and safety matters and disseminate information
within their own areas and across the University as appropriate.
Status
SLOs are key members of the safety organization. They are authorized and resourced
to report directly to, and exercise judgment on behalf of, their respective Head of
Institute, School or Central Management Portfolio.

SLOs are generally a senior member of staff with sufficient experience and authority to
deputies for the Head of Institute, School or Central Management Portfolio.
Main Responsibilities:
Compliance with Legal Obligations

To advise and assist the Directors/Deans, Head of Department and other


persons involved in planning, organising, controlling and maintaining a safe and
healthy environment for work and study.

To develop the Area health and safety policy, organisation and arrangements in
consultation with Managers and Staff.

To implement University Health and Safety Procedures and develop local work
procedures to comply with legal obligations.

To review and develop the Area Management Plan and communicate the plan at
all level.

Maintain the Area risk register, and ensure that risk assessments are completed
for all activities with significant risks.

Support for Department

To advise and support the Area Health and Safety committee, in making sure
that the committee takes ownership of the Area Health and Safety Management
Plan.
To support Departmental Safety Liaison Officers (SLOs); and other Safety
related functions within the Area.

To seek support and work closely with the University Safety Manager; the
Occupational Health Department; Organizational and Staff Development Unit;
and other central departments.

To advise Head of Department in ensuring that their area has key staff appointed
to carry out the health and safety functions e.g. Risk assessors, First aiders,
PACE assessors, Fire wardens etc. etc.

Accident investigation and prevention

To receive and investigate reports of accidents, dangerous occurrences and fire


damage, determine their causes and make recommendations for improving
recurrence prevention and controls.

To monitor that all accidents are properly investigated by Department Managers,


and that lessons learnt are shared across the Area and with other SLOs.
To maintain a system for recording, reporting and investigating injuries, accidents
and dangerous occurrences. Provide statistical summaries to the Area Health
and Safety Committee and draw attention to significant trends and occurrences.

Training

To identify the training needs of staff as per the training matrix, and liaise with
managers to nominate staff for training courses.

To monitor staff training, and report on training targets to the Area Health and
Safety committee and on the SLO Performance Reports.

Ensure that staff and students are inducted, as per the Safety Procedure on
Induction and Training.

Work environment

Ensure staff moves and relocation are risk assessed and planned; and monitor
that office equipment purchased are appropriate and meet the EN safety
standards.

Ensure they are involved at the planning stage of any refurbishment or project
work. Attend pre-contract meetings, progress meetings with Property Services'
project supervisors, contractors and other relevant meetings as required.

Ensure Fire Arrangements are maintained in good order and fire drills are carried
out on all their premises.

Proactive Monitoring

Prepare and coordinate the health and safety audit, and the audit process.
Monitor that audit recommendations are being implemented within agreed
timescales.

Monitor safety performance through internal audits and develop the Line
Managers proactive reporting system.

Monitor the implementation of the Cardinus online assessments, and ensure that
there is adequate number of staff assigned to complete the recommended
actions.
Communication

To be an active member of the Area health and safety committee and SLO
Forum. Establish a reporting framework between the various committees, and
provide regular update on progress to the Dean/Director.

Prepare periodic reports on progress with management plan and other reports for
the Area health and safety committee and the Area Executive Board.

Develop a range of communication medium e.g. safety website, health and


safety display board etc. to ensure that Managers and staff are kept up to date
with health and safety matters.

To maintain effective communication with other SLOs, Safety Office staff,


Occupational health staff, P&F staff, Unions Reps and all other staff with health
and safety responsibilities.

See pages 1,2,21,22

Managers:-

There are many specific duties that will vary widely depending on what type of activity
the manager is responsible for. But in general terms, managers are usually responsible
to ensure that the people assigned to them are doing their tasks correctly. This usually
involves managing a budget for the people assigned to the manager, ensuring that the
tasks of those people are completed on whatever schedule has been established,
working through personnel issues like training if necessary, salary issues, bad
performance, etc.

See Pages 21-22

5) Design and development

Quality assurance, or QA for short, refers to planned and systematic production


processes that provide confidence in a product’s suitability for its intended purpose.
Being a Technician You should have a quality assurance process that ensures your
network will meet the highest standard possible on all levels. QA covers all areas of
your college network – from the interface design, accessibility and function, right
down to each line of code that makes it work. Generally people only see the tip of
the iceberg when it comes to quality, but every network element, no matter how
small, needs to meet the same QA. The noticeable quality is the layout design and
the way the network works, but the same quality needs to be reflected in each and
every detail throughout the network. It’s this QA that defines the network’s quality
and ensures you end up with an asset that lasts.

See pages 1-2, 24-29, 31-34

Evidence:-

Document control –
(http://www.microsoft.com/industry/professionalservices/solutions/documentcontr
olarticle.mspx)

Quality records – (http://www.quantumassocinc.com/Sample%20Procedures.pdf)

Management responsibilities – (http://www.michigan.gov/documents/treasury/RT-


03001_200503_7.pdf)

Job descriptions – (ICT Technician:-

(http://www.ict.oxon-lea.gov.uk/ICT_docs/ICT_Technician_July_2006.doc)

Health and Safety Officer/ Safety Liaison Officer (SLO):-

(http://209.85.229.132/search?q=cache:FZK3cGu5RioJ:www.city.ac.uk/safety/dp
s/Safety%2520Liaison%2520Officer%2520Job%2520Description%25202005.do
c+job+description+of+a+Health+and+Safety+Officer/+Safety+Liaison+Officer+(S
LO):-&cd=1&hl=en&ct=clnk&gl=uk)

Manager- (http://www.mariosalexandrou.com/free-job-descriptions/it-
manager.asp)

Design and development –


(http://www.springerlink.com/content/p1m515068128340t/)

Task 5

Produce screen shots showing how you have

1) Changed settings of user groups and accounts


User Groups User accounts/ users as member of group

2) Changed access rights on a shared folder

3) User rights have been changed


4) Moved/changed a file location
This shows that the folder location has been changed
Software Installation
Unit 5

4/23/2010
Greenwich Community College
Steven Peters
Task 1 Pages 1-19

Task 2 Pages 20-36

Task 3 Pages 37-38

Task 4 Pages 39-70

Task 5 Pages 71-93

Task 6 Pages 93-100


Task 1

Create a pre-installation plan for the software: your plan should include minimum
requirements for the software what version of software you are going to install and why.
You should include:

 Version numbers
 Optimum means of installing
 Whether you are going to do a fresh install or upgrade

Write a report on where is the best place be to store your documentation and why.

Pre-Installation Plan

These are the different versions and specifications of Microsoft Office

Microsoft Office Basic 2007

Component Requirement
Computer and
500 megahertz (MHz) processor or higher
processor
Memory 256 megabyte (MB) RAM or higher
1.5 gigabyte (GB); a portion of this disk space will be freed after
Hard disk installation if the original download package is removed from the
hard drive.
Drive CD-ROM or DVD drive
Display 1024x768 or higher resolution monitor
Microsoft Windows XP with Service Pack (SP) 2, Windows Server
Operating system
2003 with SP1, or later operating system
Certain inking features require running Microsoft Windows XP
Tablet PC Edition or later. Speech recognition functionality requires
a close-talk microphone and audio output device. Information
Rights Management features require access to a Windows 2003
Server with SP1 or later running Windows Rights Management
Services.
Other
Connectivity to Microsoft Exchange Server 2000 or later is required
for certain advanced functionality in Outlook 2007. Dynamic
Calendars require server connectivity. Instant Search requires
Microsoft Windows Desktop Search 3.0.
Connectivity to Microsoft Windows Server 2003 with SP1 or later
running Microsoft Windows SharePoint Services is required for
certain advanced collaboration functionality. Microsoft Office
SharePoint Server 2007 is required for certain advanced
functionality.

Internet Explorer 6.0 or later, 32 bit browser only. Internet


functionality requires Internet access (fees may apply).
Actual requirements and product functionality may vary based on
Additional
your system configuration and operating system.

512 MB RAM or higher recommended for Outlook Instant Search. Grammar and
contextual spelling in Word is not turned on unless the machine has 1 GB memory.

Internet Fax not available on 64 bit OS.

Microsoft Office Standard 2007

Component Requirement
Computer and
500 megahertz (MHz) processor or higher
processor
Memory 256 megabyte (MB) RAM or higher
1.5 gigabyte (GB); a portion of this disk space will be freed after
Hard disk installation if the original download package is removed from the
hard drive.
Drive CD-ROM or DVD drive
Display 1024x768 or higher resolution monitor
Microsoft Windows XP with Service Pack (SP) 2, Windows Server
Operating system
2003 with SP1, or later operating system
Certain inking features require running Microsoft Windows XP
Tablet PC Edition or later. Speech recognition functionality requires
a close-talk microphone and audio output device. Information
Rights Management features require access to a Windows 2003
Server with SP1 or later running Windows Rights Management
Services.
Other
Connectivity to Microsoft Exchange Server 2000 or later is required
for certain advanced functionality in Outlook 2007. Dynamic
Calendars require server connectivity. Instant Search requires
Microsoft Windows Desktop Search 3.0.
Connectivity to Microsoft Windows Server 2003 with SP1 or later
running Microsoft Windows SharePoint Services is required for
certain advanced collaboration functionality. Microsoft Office
SharePoint Server 2007 is required for certain advanced
functionality PowerPoint Slide Library requires Office SharePoint
Server 2007.

Internet Explorer 6.0 or later, 32 bit browser only. Internet


functionality requires Internet access (fees may apply).
Actual requirements and product functionality may vary based on
Additional
your system configuration and operating system.

512 MB RAM or higher recommended for Outlook Instant Search. Grammar and
contextual spelling in Word is not turned on unless the machine has 1 GB memory.

Internet Fax not available on 64 bit OS.

Microsoft Office Home and Student 2007

Component Requirement
Computer and
500 megahertz (MHz) processor or higher
processor
Memory 256 megabyte (MB) RAM or higher
1.5 gigabyte (GB); a portion of this disk space will be freed after
Hard disk installation if the original download package is removed from the
hard drive.
Drive CD-ROM or DVD drive
Display 1024x768 or higher resolution monitor
Microsoft Windows XP with Service Pack (SP) 2, Windows Server
Operating system
2003 with SP1, or later operating system
Certain inking features require running Microsoft Windows XP
Tablet PC Edition or later. Speech recognition functionality requires
a close-talk microphone and audio output device. Information
Rights Management features require access to a Windows 2003
Server with SP1 or later running Windows Rights Management
Other Services.

Connectivity to Microsoft Windows Server 2003 with SP1 or later


running Microsoft Windows SharePoint Services is required for
certain advanced collaboration functionality. PowerPoint Slide
Library requires Office SharePoint Server 2007.
Some features require Microsoft Windows Desktop Search 3.0,
Microsoft Windows Media Player 9.0, Microsoft DirectX 9.0b,
Microsoft Active Sync 4.1, microphone1, audio output device, video
recording device (such as a webcam), TWAIN-compatible digital
camera or scanner, Windows Mobile 2003 powered Smartphone or
Windows Mobile 5 powered Smartphone or Pocket PC, or a router
that supports Universal Plug and Play (UPnP). Sharing notebooks
requires users to be on the same network.

Internet Explorer 6.0 or later, 32 bit browser only. Internet


functionality requires Internet access (fees may apply).
Actual requirements and product functionality may vary based on
Additional
your system configuration and operating system.

2 gigahertz (GHz) processor or higher and 1 GB RAM or higher recommended for


OneNote Audio Search. Close-talking microphone required. Audio Search not
available in all languages.

Grammar and contextual spelling in Word is not turned on unless the machine has 1
GB memory.

Send to OneNote 2007 print driver and Internet Fax not available on 64 bit OS.

Microsoft Office Professional 2007

Component Requirement
Computer and
500 megahertz (MHz) processor or higher
processor
Memory 256 megabyte (MB) RAM or higher
2 gigabyte (GB); a portion of this disk space will be freed after
Hard disk installation if the original download package is removed from the
hard drive.
Drive CD-ROM or DVD drive
Display 1024x768 or higher resolution monitor
Microsoft Windows XP with Service Pack (SP) 2, Windows Server
Operating system
2003 with SP1, or later operating system
Certain inking features require running Microsoft Windows XP
Tablet PC Edition or later. Speech recognition functionality requires
a close-talk microphone and audio output device. Information
Other Rights Management features require access to a Windows 2003
Server with SP1 or later running Windows Rights Management
Services.
Connectivity to Microsoft Exchange Server 2000 or later is required
for certain advanced functionality in Outlook 2007. Instant Search
requires Microsoft Windows Desktop Search 3.0. Dynamic
Calendars require server connectivity.

Connectivity to Microsoft Windows Server 2003 with SP1 or later


running Microsoft Windows SharePoint Services is required for
certain advanced collaboration functionality. Microsoft Office
SharePoint Server 2007 is required for certain advanced
functionality. PowerPoint Slide Library requires Office SharePoint
Server 2007. To share data among multiple computers, the host
computer must be running Windows Server 2003 with SP1,
Windows XP Professional with SP2, or later.

Internet Explorer 6.0 or later, 32 bit browser only. Internet


functionality requires Internet access (fees may apply).
Actual requirements and product functionality may vary based on
Additional
your system configuration and operating system.

1 gigahertz (GHz) processor or higher and 512 MB RAM or higher recommended for
Business Contact Manager. Business Contact Manager not available in all languages.

512 MB RAM or higher recommended for Outlook Instant Search. Grammar and
contextual spelling in Word is not turned on unless the machine has 1 GB memory.

Internet Fax not available on 64 bit OS.

Microsoft Office Small Business 2007

Component Requirement
Computer and
500 megahertz (MHz) processor or higher
processor
Memory 256 megabyte (MB) RAM or higher
2 gigabyte (GB); a portion of this disk space will be freed after
Hard disk installation if the original download package is removed from the
hard drive.
Drive CD-ROM or DVD drive
Display 1024x768 or higher resolution monitor
Microsoft Windows XP with Service Pack (SP) 2, Windows Server
Operating system
2003 with SP1, or later operating system
Other Certain inking features require running Microsoft Windows XP
Tablet PC Edition or later. Speech recognition functionality requires
a close-talk microphone and audio output device. Information
Rights Management features require access to a Windows 2003
Server with SP1 or later running Windows Rights Management
Services.

Connectivity to Microsoft Exchange Server 2000 or later is required


for certain advanced functionality in Outlook 2007. Instant Search
requires Microsoft Windows Desktop Search 3.0. Dynamic
Calendars require server connectivity.

Connectivity to Microsoft Windows Server 2003 with SP1 or later


running Microsoft Windows SharePoint Services is required for
certain advanced collaboration functionality. Microsoft Office
SharePoint Server 2007 is required for certain advanced
functionality. PowerPoint Slide Library requires Office SharePoint
Server 2007. To share data among multiple computers, the host
computer must be running Windows Server 2003 with SP1,
Windows XP Professional with SP2, or later.

Internet Explorer 6.0 or later, 32 bit browser only. Internet


functionality requires Internet access (fees may apply).
Actual requirements and product functionality may vary based on
Additional
your system configuration and operating system.

1 gigahertz (GHz) processor or higher and 512 MB RAM or higher recommended for
Business Contact Manager. Business Contact Manager not available in all languages.

512 MB RAM or higher recommended for Outlook Instant Search. Grammar and
contextual spelling in Word is not turned on unless the machine has 1 GB memory.

Internet Fax not available on 64 bit OS.

Microsoft Office Professional Plus 2007

Component Requirement
Computer and
500 megahertz (MHz) processor or higher
processor
Memory 256 megabyte (MB) RAM or higher
2 gigabyte (GB); a portion of this disk space will be freed after
Hard disk installation if the original download package is removed from the
hard drive.
Drive CD-ROM or DVD drive
Display 1024x768 or higher resolution monitor
Microsoft Windows XP with Service Pack (SP) 2, Windows Server
Operating system
2003 with SP1, or later operating system
Certain inking features require running Microsoft Windows XP
Tablet PC Edition or later. Speech recognition functionality requires
a close-talk microphone and audio output device. Information
Rights Management features require access to a Windows 2003
Server with SP1 or later running Windows Rights Management
Services.

Connectivity to Microsoft Exchange Server 2000 or later is required


for certain advanced functionality in Outlook 2007. Instant Search
requires Microsoft Windows Desktop Search 3.0. Dynamic
Calendars require server connectivity.
Other
Connectivity to Microsoft Windows Server 2003 with SP1 or later
running Microsoft Windows SharePoint Services or Office
SharePoint Server 2007 is required for certain advanced
collaboration functionality. PowerPoint Slide Library requires Office
SharePoint Server 2007.

Internet Explorer 6.0 or later, 32 bit browser only. Internet


functionality requires Internet access (fees may apply).

Connectivity to Office Communications Server 2007 is required to


enable the full functionality of Office Communicator 2007.
Actual requirements and product functionality may vary based on
Additional
your system configuration and operating system.

512 MB RAM or higher recommended for Outlook Instant Search. Grammar and
contextual spelling in Word is not turned on unless the machine has 1 GB memory.

Internet Fax not available on 64 bit OS.

Microsoft Office Enterprise 2007

Component Requirement
Computer and
500 megahertz (MHz) processor or higher
processor
Memory 256 megabyte (MB) RAM or higher
2 gigabyte (GB); a portion of this disk space will be freed after
Hard disk installation if the original download package is removed from the
hard drive.
Drive CD-ROM or DVD drive
Display 1024x768 or higher resolution monitor
Microsoft Windows XP with Service Pack (SP) 2, Windows Server
Operating system
2003 with SP1, or later operating system
Certain inking features require running Microsoft Windows XP
Tablet PC Edition or later. Speech recognition functionality requires
a close-talk microphone and audio output device. Information
Rights Management features require access to a Windows 2003
Server with SP1 or later running Windows Rights Management
Services.

Connectivity to Microsoft Exchange Server 2000 or later is required


for certain advanced functionality in Outlook 2007. Instant Search
requires Microsoft Windows Desktop Search 3.0. Dynamic
Calendars require server connectivity.

Connectivity to Microsoft Windows Server 2003 with SP1 or later


running Microsoft Windows SharePoint Services or Office
SharePoint Server 2007 is required for certain advanced
collaboration functionality. PowerPoint Slide Library requires Office
SharePoint Server 2007. Connectivity to Office SharePoint Server
2007 required for browser-enabled InfoPath forms and additional
Other
collaboration functionality. Groove Messenger integration requires
Windows Messenger 5.1 or later or Communicator 1.0 or later.
Includes a 5 year subscription to the Groove relay service.

Some features require Microsoft Windows Desktop Search 3.0,


Microsoft Windows Media Player 9.0, Microsoft DirectX 9.0b,
Microsoft Active Sync 4.1, microphone, audio output device, video
recording device (such as a webcam), TWAIN-compatible digital
camera or scanner, Windows Mobile 2003 powered Smartphone or
Windows Mobile 5 powered Smartphone or Pocket PC, or a router
that supports Universal Plug and Play (UPnP). Sharing notebooks
requires users to be on the same network.

Internet Explorer 6.0 or later, 32 bit browser only. Internet


functionality requires Internet access (fees may apply).

Connectivity to Office Communications Server 2007 is required to


enable the full functionality of Office Communicator 2007.
Actual requirements and product functionality may vary based on
Additional
your system configuration and operating system.

2 gigahertz (GHz) processor or higher and 1 GB RAM or higher recommended for


OneNote Audio Search. Close-talking microphone required. Audio Search not
available in all languages.

512 MB RAM or higher recommended for Outlook Instant Search. Grammar and
contextual spelling in Word is not turned on unless the machine has 1 GB memory.

Send to OneNote 2007 print driver and Internet Fax not available on 64 bit OS. Groove
Folder Synchronization not available on 64 bit OS.

Microsoft Office Ultimate 2007

Component Requirement
Computer and
500 megahertz (MHz) processor or higher
processor
Memory 256 megabyte (MB) RAM or higher
3 gigabyte (GB); a portion of this disk space will be freed after
Hard disk installation if the original download package is removed from the
hard drive.
Drive DVD drive
Display 1024x768 or higher resolution monitor
Microsoft Windows XP with Service Pack (SP) 2, Windows Server
Operating system
2003 with SP1, or later operating system
Certain inking features require running Microsoft Windows XP
Tablet PC Edition or later. Speech recognition functionality requires
a close-talk microphone and audio output device. Information
Rights Management features require access to a Windows 2003
Server with SP1 or later running Windows Rights Management
Services.

Connectivity to Microsoft Exchange Server 2000 or later is required


for certain advanced functionality in Outlook 2007. Instant Search
requires Microsoft Windows Desktop Search 3.0. Dynamic
Calendars require server connectivity.
Other
Connectivity to Microsoft Windows Server 2003 with SP1 or later
running Microsoft Windows SharePoint Services or Office
SharePoint Server 2007 is required for certain advanced
collaboration functionality. PowerPoint Slide Library requires Office
SharePoint Server 2007. Connectivity to Office SharePoint Server
2007 required for browser-enabled InfoPath forms and additional
collaboration functionality. Groove Messenger integration requires
Windows Messenger 5.1 or later or Communicator 1.0 or later.
Includes a 5 year subscription to the Groove relay service.

Some features require Microsoft Windows Desktop Search 3.0,


Microsoft Windows Media Player 9.0, Microsoft DirectX 9.0b,
Microsoft Active Sync 4.1, microphone, audio output device, video
recording device (such as a webcam), TWAIN-compatible digital
camera or scanner, Windows Mobile 2003 powered Smartphone or
Windows Mobile 5 powered Smartphone or Pocket PC, or a router
that supports Universal Plug and Play (UPnP). Sharing notebooks
requires users to be on the same network.

Internet Explorer 6.0 or later, 32 bit browser only. Internet


functionality requires Internet access (fees may apply).
Actual requirements and product functionality may vary based on
Additional
your system configuration and operating system.

2 gigahertz (GHz) processor or higher and 1 GB RAM or higher recommended for


OneNote Audio Search. Close-talking microphone required. Audio Search not
available in all languages.

1 gigahertz (GHz) processor or higher and 512 MB RAM or higher recommended for
Business Contact Manager. Business Contact Manager not available in all languages.

512 MB RAM or higher recommended for Outlook Instant Search. Grammar and
contextual spelling in Word is not turned on unless the machine has 1 GB memory.

Send to OneNote 2007 print driver and Internet Fax not available on 64 bit OS.
Groove Folder Synchronization not available on 64 bit operating system.

These versions can only be installed by disc (Cd Rom/Dvd Rom), I know not of any
Microsoft Office Software that can be installed from a USB (Universal Serial Bus) as of
yet.

This table below shows the version I’ll be using/installing:

Microsoft Office Enterprise 2007


Processor 500 megahertz (MHz) processor
Memory 256 megabyte (MB) RAM
Hard disk 3 gigabyte (GB)
Drive CD-ROM or DVD drive
Display 1024x768 or higher resolution monitor
Operating system Microsoft Windows XP with Service Pack
(SP) 2, Windows Server 2003 with SP1, or
later operating system

I will be making a fresh install of Microsoft Office Enterprise 2007 because if you just
install an upgrade these issues can occur:
Business-critical files can be at risk - Many Office files are heavily customized using
Visual Basic for Applications. Organizations need to address changes in the VBA object
model for Office 2007 to prevent existing custom code from failing in business critical
files.

Broken links - The new file format in Office 2007 changes the filename extension from
three to four characters (.doc to .docx), which will break many existing links to existing
Office files when they are converted to Office 2007 format.

Incompatible files - Exchanging files outside the enterprise may be problematic. Users
can't be certain whether or not the people receiving the files are using Office 2007 or if
they have downloaded a compatibility plug-in to read Office 2007 file formats. Also, in a
Windows-Mac environment, Office 2008 (the Mac's version of Office 2007) does not
support VBA scripts and apps, as its previous version did, so file sharing for many
spreadsheets and other documents is severely limited.

Access security - Microsoft Access 2007 no longer uses Object Level Security (also
known as Workgroup Security). Companies that use Object Level Security on their
Access databases will need to redesign their security model to use the new features in
Microsoft Access 2007.

Training issues - Users already know how to use Office 2003. The new user interface in
Office 2007 will require training to reach the same level of proficiency.

Inconsistent user interface - The new ribbon feature isn't available in all Office apps.
Most users prefer a consistent user interface across all Office applications.

No more Excel writing in SharePoint - Excel 2007 no longer allows users to write to lists
contained in SharePoint; users can only read the lists. (With Excel 2003, users can both
read and write lists in SharePoint 2007.)

Equation compatibility issues - The equation editor in Word 2007 is incompatible with
Office 2003 and previous versions.

Useless DAPs - With Access 2007, it is not possible to create or modify existing Use of
Data Access Pages (DAPs), as you could in Microsoft Access 2003 and earlier.

Lotus and Exchange challenges - The user interface to import files from Lotus 1-2-
3/DOS and Exchange has been removed from Access 2007.
This is why I would choose to make a fresh install of the office software and the reasons
for this are as follows:

Office 2007 offers new file formats, an improved user interface, and a number of
deployment, support, and security improvements. Here are a few things to think about
why you should make a fresh install.

Office 2003 and its predecessors are out of date - The Office platform was built on what
are now antiquated technologies-and it has accumulated a lot of gunk over the years.
For some perspective, consider that the first version of Word for Windows, released in
1989, had roughly 100 commands and two rudimentary toolbars. Word 2003 has more
than 1,500 commands and 30-plus toolbars. As the bells and whistles piled up, a lot of
flaws and problems were worked around, built on top of, and left unfixed.

Office 2007 represents a clean break in platform design, built from the ground up to
shed the superannuated binary file formats and enable a new (forgive me) paradigm for
usability. Instead of trying to implement some fairly critical enhancements on top of the
existing design (e.g., blogging capabilities and security features like the Document
Inspector), Microsoft opted to incorporate those changes, along with a radically re-
architected interface, into a brand new model.

Office 2007 comes in eight flavours - A certain amount of grumbling has accompanied
what some perceive as needless packaging complexity and marketing gamesmanship,
but in fact, it might serve your organization well to have eight editions to choose from.
The versions run the gamut from a bare-bones OEM installation to elaborate systems
for heavy lifting in the enterprise:

Microsoft Office Basic 2007


Microsoft Office Home & Student 2007
Microsoft Office Standard 2007
Microsoft Office Small Business 2007
Microsoft Office Professional 2007
Microsoft Office Ultimate 2007
Microsoft Office Professional Plus
Microsoft Office Enterprise 2007

You’ll definitely want to closely analyze the included applications, supported


technologies, upgrade paths, and pricing to make sure you’re not paying for more than
you need or sacrificing essential components.
Pricing is about on par with Office 2003 - The price structure for Office 2007 maps pretty
closely to Office 2003. For example:

The retail price for Office Professional 2007, which includes Word, Excel,
PowerPoint, Outlook with Business Contact Manager, Office Accounting
Express, Publisher, and Access, costs $499 dollars ($329 for the upgrade).

The retail cost for Microsoft Office Small Business 2007, which includes Word,
Excel, PowerPoint, Outlook with Business Contact Manager, Office Accounting
Express, and Publisher, costs $449 ($279 for the upgrade).

The Microsoft Office Standard 2007 edition, which includes Word, Excel,
PowerPoint, and Outlook, costs $399 dollars at retail for the full version ($239 for
the upgrade).

If you need a lot of stuff, the upper-end versions can deliver - If your organization is
large enough or has diverse enough needs, it might make sense to purchase Microsoft
Office Enterprise 2007 licenses. This will provide you with a huge variety of Office 2007
applications and technologies-Word, Excel, PowerPoint, Access, Outlook, and
Publisher, as well as InfoPath, Groove, OneNote, and Communicator, plus support for
Enterprise Content Management, integrated electronic forms, and advanced information
rights management and policy capabilities.

The Office Professional Plus edition offers a more modest lineup: Word, Excel,
PowerPoint, Access, Outlook (without Business Contact Manager), Publisher, InfoPath,
and Communicator. It also supports integrated ECM, electronic forms, and advanced
information rights management and policy capabilities. Both packages are available
through volume licensing.

New file formats offer numerous advantages - Office 2007 introduces the XML-based
Open XML file formats for Word, Excel, and PowerPoint. These formats offer a number
of significant advantages:

More compact size (the files are compressed)

Less chance of corrupted files (components are stored as separate entities, so if


one piece is damaged, the rest of the document is still viable)

Better integration of business information (users can more easily assemble


documents from various data sources, exchange data between Office and other
systems, and publish, locate, and reuse information)

Interoperability (information can be used by any application that can read and
write XML, not just Office apps)
Security (because of the transparent nature of the format, sensitive information
can be readily identified and removed; the format also allows you to identify,
isolate, and manage embedded code and macros)

Compatibility (the .doc, .xls, and .ppt binary formats are compatible with Office
2007 apps, and users of Office 2000/XP/2003 can install the Compatibility Pack
so that they can open, edit, and save documents in the new formats)

Open and royalty-free specification

Easier integration (developers have direct access to specific contents within the
file, like charts, comments, and document metadata without having to parse
entire documents)

Interface is redesigned to improve productivity - Office 2007 offers what Microsoft is


calling the fluent user interface, designed to achieve some pretty lofty design goals. The
main challenge was to free users from having to thrash their way through the
convoluted menu structure in an attempt to locate the commands, tools, options, and
features needed to accomplish a particular task.

The Ribbon replaces the menu structure and offers a context-sensitive display of
options organized according to function. Along with the Ribbon come a number of other
usability aids, including Live Preview, which gives users a look at the effect of various
formatting options on selected text before they make any changes; the Mini Toolbar,
which offers basic formatting buttons and hovers semitransparently over selected text;
galleries, which are essentially prefab collections of attributes for certain items (like
tables); and a customizable status bar with buttons for genuinely useful features.

App-specific enhancements add efficiency and power - Apart from their interface-lift,
Office 2007 applications provide some legitimate feature improvements that in many
cases, will allow users to be more productive and produce better results. A few
examples:

Word 2007 offers an enhanced document comparison feature lets you view
original copy against revised copy in a tri-pane window; its Document Inspector
finds and removes comments, hidden text, and personally identifiable
information; it offers prefab building blocks (elements like cover pages and
sidebars) to speed document assembly.

Excel 2007 has expanded its spreadsheet capacity to 1 million rows and 16,000
columns; charting is simplified; conditional formatting is easier to apply; new tools
make it easier to discover trends and variances in your data.

PowerPoint 2007 lets you set up slide libraries on a SharePoint Server 2007 site
and keep presentations synchronized with the slides stored there; you can
design custom slide layouts; you can apply a theme to globally transform the
appearance of a presentation.

Access 2007 includes new database templates to help you set up things like
inventory tracking and project management; you can use new grouping, filtering,
and sorting features to refine your reports; it includes some new field types.

Outlook 2007 offers a To-Do bar that shows you flagged e-mail and tasks;
calendar sharing has been improved; an attachment previewer has been added;
it includes support for reading and managing RSS feeds.

New features make it easier to turn out better-looking results - Although improving
productivity is high on the list of Office 2007 design objectives, a number of new tools
and features are aimed at helping users produce more sophisticated and attractive
documents and presentations. For instance:

Word’s Quick Style sets make it easy for even style-phobic users to format
document text consistently (instead of forcing them to choose from one monster
list of unrelated styles or make ad hoc manual formatting changes).

The new SmartArt feature, which you can use in Word, Excel, PowerPoint, and
Outlook e-mail messages, lets you create slick graphics to convey all kinds of
information.

Word comes with a gallery of building blocks, which you can drop into a
document to add preformatted elements like headers and footers, cover pages,
sidebars, and pull quotes.

Access offers new templates for a variety of purposes and a green bar format to
make forms and reports sharper-looking and easier to read.

An enhanced set of themes-coordinated across Word, Excel, and PowerPoint-


lets you develop a standard look and feel across all your documents and
presentations.

Excel’s charting features (supported in Word and PowerPoint) have been


improved and include new special effects and templates. Excel also offers more
colour choices, richer conditional formatting, styles to simplify formatting tables,
charts, and pivot tables, and a much improved implementation of cell styles.

PowerPoint allows you to create custom layouts and offers new text options,
such as columns, wrapping, vertical text, and special effects (glowing, fills, 3-D,
etc.).
Beefed-up user assistance reduces support overhead - Office 2007 includes a
considerable number of user support features. For starters, Enhanced ScreenTips
generally provide more than just the name of a tool or button. In many cases, a
ScreenTip will offer a picture or diagram, an explanation of the tool’s purpose, and a link
to relevant online help topics.

Also, since the tools and features are designed to be more accessible and intuitive,
users should be able to complete various tasks without requiring too many support calls
(at least in theory).

By default, the Office help system is tied into Office Online when users are connected to
the Internet. (If that feature is disabled or they’re not connected, they can still access the
locally installed help files.) Along with topic- and task-specific help for each application,
Office Online offers a wide variety of training and support options, including video
demos, self-paced training courses, interface guides to help users map familiar
commands to the new Ribbon locations, eLearning modules, downloadable training
presentations, and a few experimental podcasts.

Numerous deployment options are available - Office 2007 supports a variety of


deployment options, whether you need to install it on one system or hundreds (or even
thousands) of systems. You can prepare disk images, deploy it on networks with limited
bandwidth using precache technology, upgrade existing versions, or deploy it across an
enterprise using Group Policy or Microsoft SMS 2003.

In addition, Microsoft offers its Solution Accelerator for Business Desktop Deployment
(BDD) 2007, which can help you perform large scale Office (and Vista) rollouts. Among
other things, it lets you create software and hardware inventories to help in installation
planning, test applications to confirm compatibility before installation, and create a lab
environment. It also includes custom options, scripts, and sample configuration files.

If you have a large number of old-format files, you might want to check out the free
Office Migration Planning Manager (OMPM), which you can install on computers
running XP SP2, Vista, or Server 2003. Once the OMPM is installed, you can use its
Office File Converter to perform a bulk conversion of your old Office files to the new
XML-based format.
Places to store data are:

Emails – as an attachment

Floppy Disk – can only hold 144Mb of data and is easily corrupted

CD/DVD/Mini Disc – Relatively small and slow compared with external hard drives, and
relatively slow compare with flash drives. But they are inexpensive, and you can keep
buying inexpensive blanks to increase capacity. However, these aren’t the most
convenient option if you have more than about 5-6 gig of data to back up; you’d have to
switch disks as the disks ran out of space.

Servers – A server somewhere is used to dump copies of all your files. If you can afford
it, buy or build your own server to receive your backups. If you can host it at a friends
house or your office, you’ve got your own home built web based off-site solution. You
can even put a RAID array for redundancy to reduce the possibility of data loss from
hard drive failure. Plus you’ve got full control over when and how it’s used, and how
much disk space is on it, with no monthly fees. If I were richer, this would be my
preferred solution.

External Hard Drive – These overcome the limitations on the flash drive size for a much
more reasonable price, and have similar "pros", but they are somewhat larger if you
want to take them off-site. If the size of them isn’t an issue, or if you don’t care about
transporting them off site, this is a good, low cost option. However, I would recommend
leaving them unplugged when not in use, so any voltage spikes that kill your computer
will not kill the backup device as well. Because of the relatively low cost, high reliability,
and ease of use, this is my preferred backup device.

USB/Flash Drive – These are typically fairly small and inexpensive. They are fast, you
can get software that will automate the backup to a flash drive, and you can easily
transport the flash drive off-site, say to your desk at work, or your locker at the gym, or
your safe deposit box, or your storage unit. However, because of the relatively small
storage capacity, this wouldn’t be a good option if you had a large amount of data you
wanted to back up. Of course, there are large capacity devices available, or you could
buy a bunch of small ones, but the price would add up quickly.

Online storage – There are various services now that allow you to store your files on a
web server somewhere, rather than on your local machine. Now, if you’re storing
copies of your files on the web server, rather than just the original, you have an easy to
use backup that is media-independent, retrievable from just about anywhere, and truly
off-site. In addition, the web server is very likely being backed up, so you’re probably
creating backups of the backups, which is great. The main drawback of this approach
may be speed, and lack of automation. However, if you’re disciplined, and can let
backups run overnight, this may well be the best option.
The best place to store all documentation as a backup is either on a disc or USB at an
offsite location in a safe, reasons why are that if the system crashes or becomes corrupt
everything is safely stored as a backup of your system before any Faults/errors
occurred and can be restored to a previous state when no issues occurred.

Produce an installation plan this needs to include:

 Virus checking
 Back up details
 Checking of licenses and packaging
 Installation

Installation Plan

Tasks Actions
Virus Scan system Using Sophos version 9.0.4 to scan the
system for any
virus/worm/trojon/spybot/hacker/tracking
cookie and remove it or quarantine it.
Create system backup/backup of system Using system tools to create a backup of
the system before any installations can be
performed.
Check amount of RAM needed Check to see if there is enough RAM in the
computer sufficient for the software you’re
about to install to run/function properly.
Check licenses & packaging Checking the licenses to see that the
software is a genuine copy and only you
are allowed to use it.
Check Software Check to see if the software is compatible
specifications/compatibility with you’re current operating system and
to make changes to the computer
internally for the software to function
properly.
Installation Many software programs, games, and
utilities have an AutoPlay feature that will
automatically start the setup screen for the
software program when the CD is placed
in the computer. If your program, game, or
utility contains this feature, run the
installation through the screen that
appears after inserting the disc.

If you are installing a program, game, or


utility that does not contain this feature or
you are installing a program from a floppy
diskette, follow the below steps.

1. Open My Computer.
2. Within the My Computer window,
open the drive that contains the
installation files. For example, if the
files are on a floppy diskette, open
the A: drive. If they're on a CD or
DVD open the D: drive or the letter
of the disc drive.
3. Within the drive that contains your
files, locate either a setup or install
file. Double-clicking on this file
should start the installation for the
program, game, or utility. If you see
multiple setups or install files, try to
locate the Application file or double-
click each of setup or install files
until you find the file that starts the
installation. Many times the icons
associated with the installation files
have the same name.

An alternate method of starting the


installation

1. Click Start and Run.


2. In the Run Window, type x:\setup or
x:\install where x is the letter of the
drive you wish to start the
installation from. For example, if
you are attempting to install a
program from the floppy disk drive
you would type a:\setup or a:\install.
Task 2

Produce a report to support the installation of four of the task below

 Installation of OS upgrades
 Replacement of OS
 Updating device drivers
 Adding network components
 Installing utilities such as system monitoring applications, virus checkers
firewalls.
 Databases
 Spread sheets
 Installing the image of a system hard disk (ghosting)

These are the four tasks I have chosen

1. Adding network components:

This is how you add network components

Open Network Connections and then Right-click the connection to which you want to
add a network component, and then click Properties.

Once you have done this then do one of the following:

If this is a local area connection, click Install.

If this is a dial-up, VPN, or incoming connection, on the Networking tab,


click Install.

In the Select Network Component Type dialog box, click Client, Service, or Protocol,
and then click Add. Once you have done this then do one of the following:

If you do not have an installation disk for the component, click the
appropriate client, service, or protocol, and then click OK.
If you have an installation disk for the component, click the appropriate
client, service, or protocol, click Have Disk, insert the installation disk into
the selected drive, and then click OK.

To open Network Connections, click Start, click Control Panel, and then double-click
Network Connections.

You should only install the network components that you need, for the following
reasons:

Network performance is enhanced and network traffic is reduced when


only the required protocols and clients are installed.

If a problem with a network or dial-up connection occurs, your computer


attempts to establish connectivity by using every network protocol that
is installed and enabled. By only installing and enabling the protocols
that your system can use, the operating system does not attempt to
connect with protocols it cannot use, and returns status information to
you more efficiently.

Excessive services can hinder performance on your local computer.

Information about functional differences

Your server might function differently based on the version and edition of the
operating system that is installed, your account permissions, and your menu
settings.
2. Installing utilities such as system monitoring applications, virus checkers
firewalls:

System Monitoring applications:

A System Monitor (SM) in systems engineering is a process within a distributed system


for collecting and storing state data.

The configuration for the system monitor takes two forms:

1. configuration data for the application itself, and


2. configuration data for the system being monitored.

The application needs information such as log file path and number of threads to run
with. Once the application is running, it needs to know what to monitor, and deduce how
to monitor. Because the configuration data for what to monitor is needed in other areas
of the system, such as Deployment, the configuration data should not be tailored
specifically to use by the system monitor, but should be a generalized system
configuration model.

The performance of the monitoring system has two aspects:

Impact on system domain or impact on domain functionality: Of course any


element of the system that prevents the main domain functionality from working
is in-appropriate. The risks between implementations and their. Ideally the
monitoring is a tiny fraction of each applications footprint, requiring simplicity. The
monitoring function must be highly tunable to allow for such issues as network
performance, improvements to applications in the development life-cycle,
appropriate levels of detail, etc. Impact on the real goal for the system must be
considered.

Efficient monitoring or ability to monitor efficiently: Monitoring must be efficient,


able to handle all monitoring goals in a timely manner, within the desired
periodicity. This is most related to scalability. Various monitoring modes are
discussed below.
There are many issues involved with designing and implementing a system monitor.
Here are a few issues to be dealt with:

configuration
protocol
performance
data access

System Monitor basics

Protocol

There are many tools for collecting system data from hosts and devices using the
SNMP (Simple Network Management Protocol). Most computers and networked
devices will have some form of SNMP access. Interpretation of the SNMP data from a
host or device requires either a specialized tool (typically extra software from the
vendor) or a Management information base (MIB), a mapping of commands/data
references to the various data elements the host or device provides. The advantage of
SNMP for monitoring is its low bandwidth requirements and universal usage in the
industries.

Unless an application itself provides an MIB and output via SNMP, then SNMP is not
suitable for collecting application data.

Other protocols are suitable for monitoring applications, such as CORBA (language/OS-
independent), JMX (Java-specific management & monitoring protocoll), or proprietary
TCP/IP or UDP protocols (language/OS independent for the most part).

Data access

Data Access refers to the interface by which the monitor data can be utilized by other
processes. For example, if the System Monitor is a CORBA server, clients can connect
and make calls on the monitor for current state of an element, or historical states for an
element for some time period.

The System Monitor may be writing data directly into a database, allowing other
processes to access the database outside the context of the System Monitor. This is
dangerous however, as the table design for the database will dictate the potential for
data-sharing. Ideally the System Monitor is a wrapper for whatever persistence
mechanism is used, providing a consistent and 'safe' access interface for others to
access the data.

Mode

The data collection mode of the System Monitor is critical. The modes are: monitor poll,
agent push, and a hybrid scheme.
Monitor poll

In this mode, one or more processes in the system actually poll the system
elements in some thread. During the loop, devices are polled via SNMP calls,
hosts can be accessed via Telnet/SSH to execute scripts or dump files or
execute other OS-specific commands, applications can be polled for state data,
or their state-output-files can be dumped.

The advantage of this mode is that there is little impact on the host/device being
polled. The host's CPU is loaded only during the poll, and the rest of the time the
monitoring function plays no part in CPU loading.

The main disadvantage of this mode is that the monitoring process can only do
so much in its time, and if polling takes too long, the intended poll-period gets
elongated.

Agent push

In agent-push mode, the monitored host is simply pushing data from itself to the
system monitoring application. This can be done periodically, or by request from
the system monitor asynchronously.

The advantage of this mode is that the system monitor's load can be reduced to
simply accepting and storing data, and it doesn't have to worry about timeouts for
SSH calls, parsing OS-specific call results, etc.

The disadvantage of this mode is that the logic for the polling cycle/options are
not centralized at the system monitor, but distributed to each remote node. Thus
changes to the monitoring logic must be pushed out to each node.

Hybrid mode

The median mode between 'monitor-poll' and 'agent-push' is a hybrid approach,


where the System Configuration determines where monitoring occurs, either in
the System Monitor or agent. Thus when applications come up, they can
determine for themselves what system elements they are responsible for polling.
Everything however must post its monitored-data ultimately to the System
Monitor process.

This is especially useful when setting up a monitoring infrastructure for the first
time, and not all monitoring mechanisms have been implemented. The System
Monitor can do all the polling in whatever simple means are available, and as the
agents become smarter, they can take on more of the load.
Virus Checkers:

Installing anti-virus software on your computer will protect the system from malicious
programs you might encounter on the Internet. Some viruses might attack your system
and cause it to crash. Others scour your hard drive for personal information such as
credit card numbers, then transmit the information to a hacker when you log onto the
Internet. Virtually all viruses will slow down the performance of your computer and
potentially make the operating platform unstable. In some cases, a virus can destroy all
the information on your hard drive. Anti-virus software catches and kills these bugs
before they can infiltrate your computer.

Instructions

Installing From a Disc

1.

Load the anti-virus CD-ROM into your disc tray and close, then wait for the CD
menu to appear onscreen.

2.

Type in the product secruity code in the boxes on your screen. The security code is
printed on the back of the plastic case for the CD-ROM containing your anti-virus
software.

3.

Follow the on-screen prompts, clicking "Yes" when asked, "Do you wish to install
this software?"

4.

Reboot your computer when the installation is complete. This involves shutting down
and restarting the computer so the anti-virus settings can take effect.

Installing From the Internet

1.
Go to an anti-virus software company site on the Internet to purchase an anti-virus
program. Some offer trial versions of anti-virus programs for free (see Resources).

2.

Choose the software product you wish to purchase from the company's menu of
offerings and click "Buy Now" or "Download Now."

3.

Enter your credit card and other personal information in the required fields to
purchase the software, then press "Enter."

4.

Follow the on-screen prompts, clicking "Yes" when asked if you wish to download
the software to your computer.

5.

Wait for the download to complete. This could take several minutes, depending on
the speed of your Internet connection. Do not log off the computer or change any
setting until the software has finished downloading to your system. Reboot your
computer if prompted at the end of the download.

Firewalls:
Installing a firewall is now standard practice if you’re running any sort of website or
small office network. A firewall, available as either hardware or software, filters the
traffic coming in and going out of your computer or network, keeping out viruses and
hackers and ensuring you stay in control of the flow of information.

When you first install a firewall, take your time setting security levels and altering them
to suit your preferences. It can take time, and you might not get it right first time, but by
only allowing certain applications to connect to the Internet, you will save yourself a lot
of hassle later.

Analyse the log files your firewall produces (the manual will tell you how to do this) and
check if any outgoing connections are using unusual ports. By blocking these, you stop
―spyware‖ (applications sending information back to base) in its tracks.

Keep your virus definitions up to date and always run an anti-virus program in
conjunction with your firewall.

Should your firewall report suspicious activity, don’t panic. There are any number of
rational explanations, and it’s extremely unlikely a malicious hacker will be interested in
the average small business or home user. Your firewall has done its job by keeping out
unauthorised ―probes‖ of your system.

Connecting your naked PC to the Internet is like leaving your house unlocked--
eventually, someone will wander in, rifle your underwear drawer, and empty the
jewellery case. To make your system's points of entry more Net secure, install one of
the many free software firewalls now available, and set up a hardware-based firewall for
backup.

Firewalls are difficult to understand and configure, even for experienced computer
users. If you've been putting off installing a firewall, or if you aren't sure how to
determine whether your firewall is protecting you fully, I'm here to explain it all.

Computer firewalls are constructed to prevent unwanted intrusions from the Internet into
your PC. But unlike fire, Net threats don't leap onto your machine through mere
proximity. They arise when someone exploits a combination of your PC's unique IP
(Internet protocol) address and one or more of the thousands of TCP (transmission
control protocol) and UDP (universal datagram protocol) ports that serve as the door to
your system.

Anytime you use a browser, an e-mail program, or other software to retrieve information
from a Web site, ISP, or remote server, the data flows through one or more of these
ports. Whether the malefactor is a teenage hacker trying to access your PC, a bit of
spyware attempting to talk to a remote server, or a Windows XP Messenger Service
spam pop-up, their strategy is the same: Find an open port leading into your PC, or trick
your system into opening one.

Firewalls watch these thousands of ports--present in both dial-up and broadband


Internet connections--and deny access to unauthorized traffic. Hardware-based firewalls
are usually integrated into router and gateway products and sit between your PC and a
cable or DSL modem. Software-based firewalls run on your PC. Hardware firewalls are
great for protecting a network of PCs that share a broadband connection.

More important than the router's actual firewall, however, is the fact that it usually
incorporates an NAT (network address translation) server that hides your networked
computers' IP addresses (and thus, their existence) from anyone outside the local
network.
A Firewall on Every PC

Hardware routers are highly configurable: You can usually set them to block all
incoming and outgoing traffic except through a few key ports you designate.
Programming an external device to protect your PC is a lot of work, however. Firewall
software that runs on your PC is easier to set up and maintain. Besides blocking
uninvited traffic at your ports, software firewalls can prevent programs that run on your
computer (including such malefactors as Trojan horses, spyware, and backdoor
software) from sending data to remote servers, and from accepting incoming
connections.

If you connect to the Internet exclusively through a dial-up modem, an external,


hardware-based firewall won't do you much good. A software firewall is perfect for
protecting a dial-up connection. Windows XP users may be tempted to rely exclusively
on the operating system's integrated Internet Connection Firewall. To enable it, click
Start, Control Panel, Network Connections (in XP's Category View, first click Network
and Internet Connections). Then right-click the Internet connection you want to protect,
choose Properties, Advanced, put a check next to the option Protect my computer and
network by limiting or preventing access to this computer from the Internet, and click
OK.

Withhold your sigh of relief, however. Though it's better than no firewall at all--and
compatible with any others you may use--XP's firewall monitors incoming connections
only. Should Back Orifice, NetBus, or any other backdoor program find its way onto your
PC, XP's firewall will do nothing to stop it from granting scoundrels remote access to
your system.

A software firewall is easy to install, but it requires a brief training period as the firewall
detects your browser, e-mail, network, and other programs that attempt to connect with
remote servers.

All four software firewalls pop up warning dialog boxes when a program attempts to
connect for the first time. You simply click the button that permits or disallows the
connection. Most also provide an optional check box so you can turn your choice into a
permanent, automatic firewall rule.
After you've gone about your usual online business for a day or two, creating firewall
rules along the way, you may not need to interact with your firewall again until you add
or upgrade an Internet utility.

The trick to responding appropriately to firewall warnings and creating effective rules is
knowing which programs are safe and which are not. You'll easily recognize many of the
more-common applications by name--Outlook, Internet Explorer, and Netscape, for
example. Other programs, however, aren't exactly household names. For example,
many of Windows XP's networking features are handled by a program called
svchost.exe, a fact that none of us should be expected to know (though you do now).
Conversely, spyware and other unwanted pests may use safe-sounding or familiar
names like "clever screensaver" that entice you to grant them network access. What's a
firewall jockey to do? For starters, avoid the temptation to be lax. Instead, deny access
to any program that you're at all unsure about--you'll have plenty of chances to change
your mind later.

If your knowledge of which programs are safe is shaky, choose a firewall that provides
more information about the program in question than just its file name. Kerio and Sygate
don't offer many hints as to whether a detected program is safe, and they eschew
nonfirewall bonus features. This arrangement may suit expert users, but novices will
benefit from a more informative firewall.

ZoneAlarm offers a bit more information about detected programs, including a link in the
warning dialog box to a description of the program in question on Zone Labs' Web site.

ZoneAlarm also preconfigures itself by default to permit connections from Internet


Explorer and Windows XP's svchost.exe component, minimizing the number of
decisions you'll need to make about granting these applications Internet access.

Outpost's pop-up dialog box creates a permanent rule for you by default, but you can
opt out of the rule by clicking the Allow once or Block once buttons instead. Despite
being laden with nifty features such as ad and pop-up blocking and e-mail attachment
protection, Outpost provides the same minimal information about the detected program
as do Kerio and Sygate.

Once you've completed the basic firewall configuration, you may want to change,
delete, or fine-tune the rules you created. All four of these firewalls maintain a list of
rules or known programs.
Kerio: Right-click the program's system tray icon and choose Administration, Firewall,
Advanced. In the list of known programs, select the program whose filter rule you want
to modify, and click Edit to open the 'Filter rule' dialog box. To switch the program's
basic default status, select either Permit or Deny at the bottom of the dialog box. Other
options let you restrict the remote server IP addresses and incoming and outgoing ports
that the program uses. If you know what those are and why you'd want to specify them,
you're probably reading this column just to see what errors it contains. The rest of us
can live with the default settings. Click OK to save any changes.

Outpost: Right-click the program's system tray icon and choose Options, Application.
Select a program in the list of blocked, partially allowed, and trusted applications, and
click Edit. Choose Always block this app or Always trust this app to move it to the
appropriate category. Your best step, however, may be to select a trusted application
and move it to the partially blocked list (by clicking Edit and choosing Create rules using
preset, Browser, for example); this maneuver grants the program Internet access, but
under a constrained set of rules. The browser rule set (Outpost also comes with rules
for e-mail, instant messaging, and other programs) limits an app to the handful of
inbound and outbound protocols (TCP or UDP) and ports needed by a Web browser,
thereby minimizing the damage a malicious Web site or HTML e-mail message can do.

Sygate: To change program rules, right-click Sygate's system tray icon and choose
Applications. In the list of known applications, right-click the program whose rule you
want to modify, and choose either Allow or Block. Choosing Ask tells Sygate to prompt
you to allow or deny Internet access every time the program seeks it.

ZoneAlarm: To modify program permissions, right-click the ZoneAlarm system tray icon
and choose Restore ZoneAlarm Control Center (or just switch to it, if it's already
running). Select Program Control on the left, and then select the Programs tab at the
upper-right. To change one of the program's four settings (the ability to access remote
servers or to act as a server itself in both the Internet and Trusted Zones), click the
check mark (allowing access), the X (blocking access), or the question mark (instructing
ZoneAlarm to ask you each time the program seeks access); then choose a new default
action from the pop-up menu.

Working With Windows Networks

Another setting you may want to change, or at least check, is how your firewall works
with networks of Windows PCs:
Kerio: By default, this firewall disables Windows networking because enabling it would
allow other PCs on the local Windows network to access your shared folders and
printers only after you entered their IP addresses. To allow access to a particular PC,
right-click Kerio's system-tray icon and choose Administration,Microsoft Networking. To
enter a single trusted address, click Add, select Single address in the 'Address type' list,
enter the allowed IP address in the 'Host address' field, and click OK. If your Windows
network is shielded from the Internet by a router-based firewall that blocks the Windows
Networking UDP ports (137-139), you can safely allow any computer on the local
network to access your shared files and printers, by unchecking From Trusted
Addresses Only and clicking OK.

Outpost: Right-click Outpost's system-tray icon, choose Options,System, check Allow


NetBios communication, and click OK. If your computer connects directly to the Internet,
leave this option unchecked to avoid broadcasting your PC's existence beyond the
firewall.

Sygate: By default, Sygate allows other PCs on a Windows network to browse--but not
access--your files and printers. To enable sharing, right-click the firewall's system tray
icon and choose Options,Network Neighborhood. From the drop-down list, select the
network interface you use to connect to the Windows network, check Allow others to
share my files and printer(s), and click OK. Sygate's default setting allows only PCs on
the local network to browse and access your files and printers (choose the Security tab
to view this and other settings).

ZoneAlarm: This firewall grants file and printer sharing access to trusted computers by
default--all you have to do is fill in the IP addresses of those machines. To do so, right-
click the ZoneAlarm system-tray icon and choose Restore ZoneAlarm Control Center
(or just switch to it, if it's already running). Select Firewall on the left, and then choose
the Zones tab at the upper-right. Click Add,IP Address, enter the IP address of the
system you want to add to the Trusted Zone, and click OK.

With nothing to lose and everything to gain, you should install one of these free firewalls
on your PC.
Kerio Personal Firewall 2: The perfect firewall freebie for power users, Kerio Personal
Firewall 2 lets you fine-tune application rules to restrict access to and from specific IP
addresses and ports; 2MB.

Outpost Firewall Free: Agnitum’s no-cost firewall brims with extra features, including ad
and pop-up blockers, Web site content filtering, mail attachment filtering, and a surf-
speeding DNS cache; 2.5MB.

Sygate Personal Firewall 5.1: Sygate’s no-frills interface provides fine-grained control
over how and when applications can connect to remote servers; 5.2MB.

ZoneAlarm 3.7.202: Zone Labs' novice-friendly firewall includes a mail-scanning feature


that quarantines dangerous Visual Basic Script (.vbs) attachments; 3.6MB.

3. Databases:

A database consists of an organized collection of data for one or more multiple uses.
One way of classifying databases involves the type of content, for example:
bibliographic, full-text, numeric, image. Other classification methods start from
examining database models or database architectures. Software organizes the data
in a database according to a database model. As of 2010 the relational model
occurs most commonly. Other models such as the hierarchical model and the
network model use a more explicit representation of relationships.

There are many different types of Data Bases; these are some of the types:

Operational database

These databases store detailed data needed to support the operations of an entire
organization. They are also called subject-area databases (SADB), transaction
databases, and production databases. For example:

customer database
personal database
inventory database
accounting database
Analytical database

Analytic databases (a.k.a. OLAP- On Line Analytical Processing) are primarily static,
read-only databases which store archived, historical data used for analysis. For
example, a company might store sales records over the last ten years in an analytic
database and use that database to analyze marketing strategies in relationship to
demographics.

On the web, you will often see analytic databases in the form of inventory catalogs such
as the one shown previously from Amazon.com. An inventory catalog analytical
database usually holds descriptive information about all available products in the
inventory.

Web pages are generated dynamically by querying the list of available products in the
inventory against some search parameters. The dynamically-generated page will
display the information about each item (such as title, author, ISBN) which is stored in
the database.

Data warehouse

A data warehouse stores data from current and previous years-data extracted from the
various operational databases of an organization. It becomes the central source of data
that has been screened, edited, standardized and integrated so that it can be used by
managers and other end-user professionals throughout an organization. Data
warehouses are characterized by being slow to insert into but fast to retrieve from.

Recent developments in data warehousing have led to the use of a Shared nothing
architecture to facilitate extreme scaling.

Distributed database

These are databases of local work-groups and departments at regional offices, branch
offices, manufacturing plants and other work sites. These databases can include
segments of both common operational and common user databases, as well as data
generated and used only at a user’s own site.

End-user database

These databases consist of a variety of data files developed by end-users at their


workstations. Examples of these are collections of documents in spreadsheets, word
processing and even downloaded files.
External database

These databases provide access to external, privately-owned data online — available


for a fee to end-users and organizations from commercial services. Access to a wealth
of information from external database is available for a fee from commercial online
services and with or without charge from many sources in the Internet.

Hypermedia databases on the web

These are a set of interconnected multimedia pages at a web-site. They consist of a


home page and other hyperlinked pages of multimedia or mixed media such as text,
graphic, photographic images, video clips, audio etc.

Navigational database

In navigational databases, queries find objects primarily by following references from


other objects. Traditionally navigational interfaces are procedural, though one could
characterize some modern systems like XPath as being simultaneously navigational
and declarative.

In-memory databases

In-memory databases primarily rely on main memory for computer data storage. This
contrasts with database management systems which employ a disk-based storage
mechanism. Main memory databases are faster than disk-optimized databases since
the internal optimization algorithms are simpler and execute fewer CPU instructions.
Accessing data in memory provides faster and more predictable performance than disk.
In applications where response time is critical, such as telecommunications network
equipment that operates emergency systems, main memory databases are often used.

Document-oriented databases

Document-oriented databases are computer programs designed for document-oriented


applications. These systems may be implemented as a layer above a relational
database or an object database. As opposed to relational databases, document-based
databases do not store data in tables with uniform sized fields for each record. Instead,
they store each record as a document that has certain characteristics. Any number of
fields of any length can be added to a document. Fields can also contain multiple pieces
of data.

Real-time databases

A real-time database is a processing system designed to handle workloads whose state


may change constantly. This differs from traditional databases containing persistent
data, mostly unaffected by time. For example, a stock market changes rapidly and
dynamically. Real-time processing means that a transaction is processed fast enough
for the result to come back and be acted on right away. Real-time databases are useful
for accounting, banking, law, medical records, multi-media, process control, reservation
systems, and scientific data analysis. As computers increase in power and can store
more data, real-time databases become integrated into society and are employed in
many applications.

Relational Database

The standard of business computing as of 2009, relational databases are the most
commonly used database today. It uses the table to structure information so that it can
be readily and easily searched through.

4. Installing the image of a system hard disk (ghosting):

Disk cloning is the process of copying the contents of one computer hard disk to
another disk or to an "image" file. Often, the contents of the first disk are written to an
image file as an intermediate step, and the second disk is loaded with the contents of
the image. This procedure is also useful when moving to a larger capacity disk or to
restore to a virgin installation.

There are a number of notable uses for disk cloning software. These include:

Reboot and restore – a technique in which the disk of a computer is automatically


wiped and restored from a "clean", master image, which should be in full working
order and should have been swept for viruses. This is used by some cybercafés
and some training and educational institutes, and helps ensure that even if a user
does miss-configure something, downloads inappropriate content or programs, or
infects a computer with a virus, the computer will be restored to a clean, working
state. The reboot and restore process can either take place irregularly when a
computer shows signs of malfunctioning, on a regular basis (e.g., nightly) or
even, in some cases, every time a user logs off, which is the safest approach
(although that does involve some downtime).

Provisioning new computers – Provisioning with a standard set of software so


that a new user is ready to go straight away with a complete application suite and
does not have to waste time installing individual applications. This is often done
by original equipment manufacturers and larger companies.
Hard drive upgrade – An individual user may use disk copying (cloning) to
upgrade to a new, sometimes larger, hard disk.

Full system backup – A user may create a comprehensive backup of their


operating system and installed software.

System recovery – An OEM can provide media that can restore a computer to its
original factory software configuration

Transfer to another user – A system sold or given to another person may be


reset by reloading a known, previously-saved image that contains no personal
files or information.

How it works

To provision the hard disk of a computer without using disk cloning software, the
following steps are generally required for each computer:

1. Create one or more partitions on the disk


2. Format each partition to create a file system on it
3. Install the operating system
4. Install device drivers for the particular hardware
5. Install application software

With disk cloning, this is simplified to:

1. Install the first computer, as above.


2. Create an image of the hard disk (optional)
3. Clone the first disk, or its image, to the remaining computers

This can be referred to simply as a recovery disc.

Task 3

Write a report on how you would deal with incompatibility issues for all below.
 Wrong processor
 File types
 Upgrade(s) not installed for OS
 Device drivers
 File not found
 Insufficient RAM
 File(s) already exist/are more recent
 OS not complete
 Application refuse to install at all
 Application installation stops half way

Wrong processor:

You’ll need to check with manufactures website to see what processors are
compatible with the motherboard/systemboard inside the computer you are using,
considering cost and what would be more suitable for you.

File types:

You would either download a software package that will enable you access/use the
file or download a patch from the manufactures website and enable updates to run
for the particular software program for files to be recognised and used making them
relevant to the software.

Upgrade(s) not installed for OS:

Run automatic updates by internet on to the manufactures website and download


the update that are required for the computer to function properly.

Device drivers:

By clicking on ―Start‖ then select and click on ―Settings‖, click on ―Control Panel‖
then click on ―Administrative Tools‖ and click on ―Computer Management‖ and then
click on ―Device Manager‖ to access the device drivers for the whole computer and
select which driver you want to update, remove or install.

File not found:


Go to search and select files and folders then type the name of the file in question
and if the file is not to be found then either install it or check name of the file you’re
looking for or failing that it could be deleted, maybe file could be hidden somewhere.

Insufficient RAM:

Integrate another stick of RAM or if there is no other room for an extra stick of RAM
then get a stick of RAM that has more Gigabytes (2 GB to 8 GB) so the computer
would be able to function properly.

File(s) already exist/are more recent:

They wouldn’t need to be installed; some software may still need the older files to
function properly.

OS not compatible:

Try to reinstall the operating system again or reboot and press F2 to go into the
BIOS and select cache/memory to be turned of so the safety feature would be
disabled to allow the operating system to be installed.

Application refuse to install at all:

Software might not be compatible with the version of operating system, if you’re
computer is running in safe mode then it might not allow you to install the software.
The disc with software on it may have a deep scratch on it preventing the installation
process from happening.

Application installation stops half way:

The most common reason for a piece of software not installing is that another program
is interfering with it. The Disc may have scratches on it which would affect the
installation process.

Task 4

A. What checks should be made to insure a networked drive can be accessed.


These are the steps used to check if a networked drive can be accessed:

1. Open Windows Explorer or My Computer from the Windows Start Menu.

2. From the Tools menu, click Map Network Drive…. A new Map Network Drive
window opens.

3. In the Map Network Drive window, choose an available drive letter from the
dropdown list located next to the "Drive:" option. Any drives already mapped will
have a shared folder name displayed inside the dropdown list, next to the drive
letter.

4. Type the name of the folder to map. This name must follow UNC. Alternatively, click
the Browse… button to find the correct folder by browsing available network shares.

5. Click the "Reconnect at login" checkbox if this network drive should be mapped
permanently. Otherwise, this drive will un-map when the user logs out of this
computer.

6. If the remote computer that contains the shared folder requires a different
username and password to log in, click the "different user name" hyperlink to enter
this information.

7. Click Finish.

8. If the drive letter was previously mapped to a different location, a message box will
appear asking to replace the current connection with the new one. Click Yes to
disconnect and un-map the old mapped drive.

9. If the Finish operation succeeds, the network drive will be mapped. If the network
drive cannot be mapped, ensure the folder name is spelled correctly, that this folder
was correctly set up for sharing on the remote computer, that (if necessary) the
correct username and password have been entered, and that the computer network
connections are functioning properly.

To disconnect a mapped network drive, use the Tools/Disconnect Network Drive…


option in Windows Explorer, or right-click on the folder in My Computer and choose the
"Disconnect" menu option.

To do this you’ll need:

A local computer running Microsoft Windows XP

The UNC name of a shared folder on a remote computer


Working LAN connections on both the local and remote computers

B. Write a report describing how you would deal with the following issues

a) Input of user information:

Passwords, Activation keys are correct, User id’s

A software license agreement is a contract between the "licensor" and purchaser of the
right to use software. The licence may define ways under which the copy can be used,
in addition to the automatic rights of the buyer.

Many form contracts are only contained in digital form, and only presented to a user as
a click-through where the user must "accept". As the user may not see the agreement
until after he or she has already purchased the software, these documents may be
contracts of adhesion. These documents often call themselves end-user licensing
agreements (EULAs).

Software companies often make special agreements with large businesses and
government entities that include support contracts and specially drafted warranties.

Passwords ensure the security and confidentiality of data that is stored on various
workstations and servers across campus. Some of this data includes student and
employee names and addresses, grades, evaluations, timetables, payroll etc.

It is your responsibility as a user, to make sure that all your account passwords are as
difficult to guess as possible.

Did you know that?

A weak password can allow viruses to gain access to your computer and spread
through the network?

An easy-to-guess password can allow hackers to use your computer to hack into
other computers connected to the network?

These same hackers could use your e-mail account to send malicious messages
to everyone in your address book, Inbox and others?
You could be held legally responsible for any damage caused by someone using
your account?

Choosing the right password

Don’t use:

previously employed passwords or variations of them


proper names,
words from the dictionary,
common character sequences such as ―123456‖, mar2004
derivatives of user-IDs,
personal details such as variations of your own name, your spouse’s and pet’s
names, license plate numbers, social insurance numbers, and birthdates

Do:

create passwords that are at least 8 characters in length


create passwords that are difficult to guess
use at least three of: alphabetic, mixed case, numeric and punctuation characters
when creating a new password
vary the case of the letters such jSno34Rt

Think of a full sentence. Now take the first letter of each word from that sentence and
add a few digits to the end. Congratulations! You now have a unique, difficult-to-crack

Coming up with new passwords is sometimes difficult. An example of a password could


be:

Password: cuWnPIsd514

Never store written user-IDs and passwords together.

If the system allows for long passwords, use a pass phrase. A pass phrase is easier to
remember than a short, complex password, and is usually faster to type in as well. For
example, consider the sentence, "I think, therefore I am." Use the complete sentence as
your password. Remember that a proper sentence has punctuation and upper/lower
case characters, so use a combination of these in your pass phrase.

A serial number is a unique, identifying number or group of numbers and letters


assigned to an individual piece of hardware or software. A serial number for a piece of
software is not usually the same as a product key but they are sometimes used
interchangeably.
You've probably seen serial numbers before. Nearly every piece of the computer has a
serial number including your monitor, keyboard, mouse and sometimes even your entire
computer system as a whole. Internal components such as hard drives, optical drives
and motherboards also contain serial numbers.

Serial numbers for software programs are typically used to help ensure that the
program's installation is only performed one time and only on the purchaser's computer.
If you're planning on reinstalling a software program you've purchased, you'll need the
serial number to do so.

Serial numbers are used by hardware manufacturers to track individual items, usually
for quality control. For example, if a piece of hardware is recalled for some reason,
customers are usually made aware of which particular devices need service by being
provided a range of serial numbers.

A user is a person who uses a computer or Internet service. A user may have a user
account that identifies the user by a user name, screen name to log in to an account; a
user is typically required to authenticate himself/herself/itself with a password or other
credentials for the purposes of accounting, security, logging, and resource
management.

Users are also widely characterized as the class of people that use a system without
complete technical expertise required to fully understand the system. In most hacker-
related contexts, they are also divided into clusters and power users.

A user is also called an end-user of which is a person who uses a product they have
brought and a user/end-user of a computer system is one who does not have any
significant contact with the developer of the system.
Just make sure that all information is correct.

b) Activation keys:

Information is being typed in wrong.

1. The activation code is not the serial number on the CD case

2. You get the activation code by going to manufactures website and registering it
at the same time.

3. The activation code is case sensitive and must be entered using all CAPITAL
LETTERS.

4. The activation code for the product is about eight characters long each section
and made up of letters and numbers.
5. The character 0 is the number zero, not the letter O as in Oscar.

6. Most codes are on the case of the disc while other serial numbers are not on the
case but on the actual CD itself.

7. If you have an Activation Code and it's not accepting it, it's possible that your
copy of the software is a fake/illegal copy and the activation key is already
registered to someone else. If you have lost your activation key then go to the
manufactures website and give them your details of the product like where you
brought it, when, then be able to send you another key to your email address.

c) Effect on installation times using different media:

You can install the software from disc it will take along time to install times will
differ from machine to machine, to download the software from manufactures
website (Microsoft) it would take bout:
Dial up (56k) – 2hr 17 min
DSL/Cable (256k) – 30 min
DSL/Cable (768k) – 10 min
T1 (1.5m) – 6 min
(http://www.microsoft.com/downloads/details.aspx?familyid=d9ae78d9-9dc6-
4b38-9fa6-2c745a175aed&displaylang=en)

d) Use the agreed checklist for installation:

The reason why you use a check list is to make sure that everything is
functioning perfectly without any issues, below is the installation check list:

Tasks Details
Check Hard Drive Free Space 36GB free space, software
needs 2GB
Check RAM Amount 4GB installed, 256MB
needed for software
Check Operating System is Windows XP, Vista, 7,
Compatible software being installed on
Vista
Backup system C: Backup.bkf created
25/05/10 at 09:54 before
Office software installation
Scan system for Virus System scanned for virus
using Sophos Anti-Virus
program/software version 9
Disable Anti-virus if required Checked Microsoft website
to see if Anti-Virus needed
disabling
Turnoff Firewall if required Checked Microsoft website
to see if Firewall needed
disabling
Scan Media for viruses Scan disc for virus before
install
Check Activation Key is Check the product key is
correct valid by checking on
Microsoft website
Estimate Installation time 30 minuets
Service Packs compatible Microsoft Windows XP with
Service Pack (SP) 2,
Windows Server 2003 with
SP1
Disc Drive CD/DVD ROM
Display 1024x768 or higher
resolution monitor

Machine Used for Installation:

Acer Aspire T660-F97Z College Machine No. 9395-035

Aspire T660 Specifications

Part Number: AspireT660 Aspire T660

Feature Description

Intel® Core™ 2 Duo processor up to 2.13GHz with 1066MHz


system bus
or Intel® Pentium® D processor up to 3.4 GHz with 800MHz
Processor
system bus
or Intel® Pentium® 4 processor up to 2.8GHz with 800MHz
system bus

Cache Depending on the CPU

Memory 256MB 400/533/667 DDR2 expandable up to 4GB


BIOS Flash BIOS

PCIX 1.0, PCI 2.2, APM 1.2, VESA/DPMS (VBE/PM V1.1),


SMBIOS 2.3,
E-IDE 1.1, ACPI 1.0b, ESCD 1.03, PnP 1.0a, Bootable CD-
Supported Protocols
ROM 1.0,
USB 1.1~USB 2.0, UHCI 1.0, ANSI ATA 3.0, ATAPI
FCC, ETL and NOM certifications v 1.10

System Chipset ATI RC415 + ATI SB600

I/O Controller Hub ITE IT8718F-S

1 PCI Express® X16 slot


Expansion Slots 1PCI Express® X1 slot
2 PCI v2.2 slots

Integrated RealTek ALC888 high-definition audio with 7.1-


Audio
channel audio support with S/PDIF in/out

Speakers Optional on selected models

Video Integrated ATI RC415s graphics

CD-ROM, CD-RW, DVD-ROM, DVD/CD-RW Combo, DVD


Dual, DVD Supermulti (selected models)
Storage
Up to 400GB Hard Disk Drive SATA (selected models)
9 in 1 Card Reader (selected models)

Modem Optional on selected models

Networking Integrated PCI-E Gigalan (RJ-45 LAN connector)

Rear: 1 PS2 Keyboard port, 1 PS2 Mouse port, 1 UAJ


(Universal Audio Jack) support, Audio line in, line out, 1 Parallel
Ports port, 1 Serial port, 4 USB 2.0 ports, 1 VGA port, 1 IEEE1394
port (selected models)
Front: 4 USB 2.0 ports, 1 headphone out, and 1 Microphone in
Environmental

Operating: +5oC ~+35oC


Temperature:
Non-operating: -10oC ~ +60oC

Operating: 15% - 80% RH Non-condensing


Relative
Non-Operating Storage: 10% - 90% RH, Non-condensing at 40°
Humidity:
C

Operating: 5 ~ 16.2Hz: 0.38mm (peak to peak) 16.2 ~ 250Hz;


Maximum 0.2G
Vibration: Non-Operating Storage: 5 ~ 27.1Hz: 0.6G 27.1 ~ 50Hz; 0.4mm
(peak to peak) 50 ~ 500Hz: 2G

Desktop, 7.1" (180mm) W x 17.4" (441mm) D x 14.2" (360mm)


Chassis
H

Power Supply Industry Standard 250 Watt

Windows XP Professional with Service Pack 2


Operating System Windows XP Home Edition with Service Pack 2
(varies by model)

(http://support.acer.com/acerpanam/desktop/0000/Acer/AspireT660/AspireT660sp2.sht
ml)

e) Use of sources of information during installation:

The sources of information during the installation process are:


Microsoft Website
Manufactures Instruction Manual
Web Forums
Registration Details

Microsoft Website: this has information about the installation of the office
software and step-by-step installation guide also trouble shooting forum.

Manufactures Instruction Manual: in this manual it has the following:

Introducing Microsoft Office Enterprise 2007


What Is Microsoft Office Enterprise 2007?
Microsoft Office Groove 2007 Guide
Add Tools to Suit Your Team’s Evolving Needs
Increase Impact by Staying in Sync
Monitor Team Activity and Communicate in Real Time
Customize Your Workspaces
Summary
Microsoft Office OneNote 2007 Guide
Summary
Resources
System Requirements

This is the contents of the manual as appears in the manual:

Table of Contents
Introducing Microsoft Office Enterprise 2007 .........Error! Bookmark not defined.
The New World of Work ........................................................... Error! Bookmark not defined.
New Challenges: Working Together, Managing Processes and ContentError! Bookmark not
defined.
New Challenges: Personal Impact on Organizations............ Error! Bookmark not defined.
Microsoft Office Enterprise 2007: A Solution for Today ........ Error! Bookmark not defined.
What Is Microsoft Office Enterprise 2007? .............Error! Bookmark not defined.
What Is Microsoft Office Groove 2007? ............................... Error! Bookmark not defined.
What Is Microsoft Office OneNote 2007? ............................. Error! Bookmark not defined.
What Other Programs Are in Office Enterprise 2007? ...... Error! Bookmark not defined.
Microsoft Office Groove 2007 Guide .......................Error! Bookmark not defined.
Office Groove 2007 Features .................................................. Error! Bookmark not defined.
Features to Simplify Working Together ................................. Error! Bookmark not defined.
Features to Increase Personal Impact .................................. Error! Bookmark not defined.
Features for Streamlining Content Creation ......................... Error! Bookmark not defined.
Getting Started .......................................................................... Error! Bookmark not defined.
Create a Collaborative Workspace ........................................ Error! Bookmark not defined.
Invite Team Members to Join Your Workspace .................. Error! Bookmark not defined.
Add Tools to Suit Your Team’s Evolving Needs .......Error! Bookmark not defined.
Files Tool ..................................................................................... Error! Bookmark not defined.
SharePoint Files Tool ................................................................ Error! Bookmark not defined.
Discussion Tool .......................................................................... Error! Bookmark not defined.
Meetings Tool ............................................................................. Error! Bookmark not defined.
Calendar Tool ............................................................................. Error! Bookmark not defined.
Increase Impact by Staying in Sync .......................Error! Bookmark not defined.
Keep Your Team in Sync ......................................................... Error! Bookmark not defined.
Work Effortlessly Anywhere—Online or Offline .................... Error! Bookmark not defined.
Getting Used to Synchronization........................................... Error! Bookmark not defined.
Keep Yourself in Sync .............................................................. Error! Bookmark not defined.
Monitor Team Activity and Communicate in Real TimeError! Bookmark not defined.
Presence Awareness and Alerts ............................................. Error! Bookmark not defined.
Unread Marks ............................................................................. Error! Bookmark not defined.
Real-Time Communication Tools ........................................... Error! Bookmark not defined.
Messaging ............................................................................. Error! Bookmark not defined.
Workspace Chat .................................................................... Error! Bookmark not defined.
Office Communicator Integration .......................................... Error! Bookmark not defined.
Customize Your Workspaces ..................................Error! Bookmark not defined.
Build Custom Forms ................................................................. Error! Bookmark not defined.
Import an InfoPath Form ........................................................ Error! Bookmark not defined.
Create Templates for Future Use .......................................... Error! Bookmark not defined.
Summary ................................................................Error! Bookmark not defined.
Microsoft Office OneNote 2007 Guide .....................Error! Bookmark not defined.
Office OneNote 2007 Features ............................................... Error! Bookmark not defined.
Features to Increase Personal Effectiveness ....................... Error! Bookmark not defined.
Features for Managing Content ............................................ Error! Bookmark not defined.
Features to Simplify Working Together ................................. Error! Bookmark not defined.
Getting Started with Office OneNote 2007 ......................... Error! Bookmark not defined.
Anatomy of a OneNote Notebook ......................................... Error! Bookmark not defined.
Notebooks, Sections, and Pages .......................................... Error! Bookmark not defined.
Automatic Save ..................................................................... Error! Bookmark not defined.
Support for Multiple Notebooks ............................................. Error! Bookmark not defined.
Gathering Your Notes and Information in Office OneNote 2007 .. Error! Bookmark not defined.
Creating a New Notebook ..................................................... Error! Bookmark not defined.
Typing Text into Office OneNote 2007 .................................. Error! Bookmark not defined.
Managing Containers of Content .......................................... Error! Bookmark not defined.
Printing Information to Office OneNote 2007 ........................ Error! Bookmark not defined.
Sending Information to Office OneNote 2007 from Other ProgramsError! Bookmark not defined.
Embedding Office Files and E-Mail Messages into Office OneNote 2007Error! Bookmark not
defined.
Gathering Web Research into Office OneNote 2007 ............ Error! Bookmark not defined.
Capturing Information on Your Windows Mobile–Powered DeviceError! Bookmark not defined.
Inserting Images into Your Notebook .................................... Error! Bookmark not defined.
Import and Export APIs ......................................................... Error! Bookmark not defined.
Handwriting and Office OneNote 2007 ................................. Error! Bookmark not defined.
Next-Generation Ink Parser .................................................. Error! Bookmark not defined.
Creating a Drawing in Office OneNote 2007 ......................... Error! Bookmark not defined.
Recording Audio and Video .................................................. Error! Bookmark not defined.
Recording Audio .................................................................... Error! Bookmark not defined.
Recording Video .................................................................... Error! Bookmark not defined.
Organizing, Finding, and Managing Your Information ...... Error! Bookmark not defined.
Navigation Pane and Support for Drag-and-Drop OrganizationError! Bookmark not defined.
Staying in Control of Your Information .................................. Error! Bookmark not defined.
Hyperlinks.............................................................................. Error! Bookmark not defined.
Tables .................................................................................... Error! Bookmark not defined.
Finding Your Information ........................................................ Error! Bookmark not defined.
Optical Character Recognition (OCR) Search ...................... Error! Bookmark not defined.
Audio and Video Search ....................................................... Error! Bookmark not defined.
Managing Your Information .................................................... Error! Bookmark not defined.
Note Tags .............................................................................. Error! Bookmark not defined.
Syncing Tasks with Office Outlook 2007 and 2003 .............. Error! Bookmark not defined.
Exporting Content to Other Microsoft Office Programs ........ Error! Bookmark not defined.
Support for Multiple Computers ............................................ Error! Bookmark not defined.
Working Together with Others More Effectively ................. Error! Bookmark not defined.
Shared Notebooks ................................................................ Error! Bookmark not defined.
Create a Shared Notebook ................................................... Error! Bookmark not defined.
Invite Others into a Shared Notebook ................................... Error! Bookmark not defined.
Offline Access and Synchronization ..................................... Error! Bookmark not defined.
Where to Put Shared Notebooks .......................................... Error! Bookmark not defined.
Storing Shared Notebooks on SharePoint ............................ Error! Bookmark not defined.
Live Sharing Sessions in Office OneNote 2007 .................... Error! Bookmark not defined.
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This has loads of information about the software product and can be used while
the software is installing and for referencing.
(http://office.microsoft.com/en-us/suites/ha101679981033.aspx)

Web Forums:

An Internet forum, or message board, is an online discussion site. It originated as the


modern equivalent of a traditional bulletin board, and a technological evolution of the
dialup bulletin board system. From a technological standpoint, forums or boards are
web applications managing user-generated content.

People participating in an Internet forum may cultivate social bonds and interest groups
for a topic made from the discussions.

These are good source of information about the software where people write what
problems they have experienced and other people write answers to there issues and
thus resolving any problem experienced with installing the software.

Registration Details:

Inputting the product key and your personal details are an essential part of the
installation process, this enables you to have the rights to use this product and only you
can have this activated product on your computer/laptop.
Anyone else with the same product key to the same software is illegal and its piracy
which is a criminal offence.

f) An explanation of the use of access rights of users to various folders, sharing


folders, passwords, file locations, use of partitions, local and server usage:
Access rights of users to various folders:

On Microsoft Office 2007 Enterprise and NFTS systems you can set security
permissions on files and folders. These permissions grant or deny access to the files
and folders. You can view security permissions for files and folders by completing the
following steps:

1. In Windows Explorer, right-click the file or folder you want to work with.

2. From the pop-up menu, select Properties, and then in the Properties dialog box
click the Security tab.

3. In the Name list box, select the user, contact, computer, or group whose
permissions you want to view. If the permissions are dimmed, it means the
permissions are inherited from a parent object.

Understanding File and Folder Permissions:

The basic permissions you can assign to files and folders. File permissions include Full
Control, Modify, Read & Execute, Read, and Write. Folder permissions include Full
Control, Modify, Read & Execute, List Folder Contents, Read, and Write.

Anytime you work with file and folder permissions, you should keep the following in
mind:

Read is the only permission needed to run scripts. Execute permission doesn't
matter.

Read access is required to access a shortcut and its target.

Giving a user permission to write to a file but not to delete it doesn't prevent the
user from deleting the file's contents. A user can still delete the contents.

If a user has full control over a folder, the user can delete files in the folder
regardless of the permission on the files.
File and Folder Permissions

Permission Meaning for Folders Meaning for Files


Permits viewing and listing of files Permits viewing or accessing
Read
and subfolders of the file's contents
Permits adding of files and
Write Permits writing to a file
subfolders
Permits viewing and
Permits viewing and listing of files
Read & accessing of the file's
and subfolders as well as executing
Execute contents as well as executing
of files; inherited by files and folders
of the file
Permits viewing and listing of files
List Folder
and subfolders as well as executing N/A
Contents
of files; inherited by folders only
Permits reading and writing of files Permits reading and writing
Modify and subfolders; allows deletion of of the file; allows deletion of
the folder the file
Permits reading, writing,
Permits reading, writing, changing,
Full Control changing and deleting of the
and deleting of files and subfolders
file

The basic permissions are created by combining special permissions in logical


groups. Using advanced permission settings, you can assign these special
permissions individually, if necessary. As you study the special permissions,
keep the following in mind:

If no access is specifically granted or denied, the user is denied access.

Actions that users can perform are based on the sum of all the permissions
assigned to the user and to all the groups the user is a member of. For example,
if the user GeorgeJ has Read access and is a member of the group Techies that
has Change access, GeorgeJ will have Change access. If Techies is in turn a
member of Administrators, which has Full Control, GeorgeJ will have complete
control over the file.

Special Permissions for Files

Full Read & Special


Control Execute Write
Modify Read Permissions
Traverse Folder/Execute
X X X
File
List Folder/Read Data X X X X
Read Attributes X X X X
Read Extended
X X X X
Attributes
Create Files/Write Data X X X
Create Folders/Append
X X X
Data
Write Attributes X X X
Write Extended
X X X
Attributes
Delete Subfolders and
X
Files
Delete X X
Read Permissions X X X X X
Change Permissions X
Take Ownership X

The table below shows special permissions used to create the basic permissions
for folders. As you study the special permissions, keep the following in mind:

When you set permissions for parent folders, you can force all files and
subfolders within the folder to inherit the permissions. You do this by selecting
Reset Permissions On All Child Objects And Enable Propagation Of Inheritable
Permissions.

When you create files in folders, these files inherit certain permission settings.
These permission settings are shown as the default file permissions.

Special Permissions for Folders

Read & Folder List Special


Full Modify Execute Control
Contents Read Write Permissions
Traverse Folder
X X X X
/
Execute File
List Folder
X X X X X
/Read Data
Read Attributes X X X X X
Read Extended X X X X X
Attributes
Create Files / X X X
Write Data
Create Folders / X X X
Append Data
Write Attributes X X X
Write Extended X X X
Attributes
Delete
X
Subfolders
and Files
Delete X X
Read
X X X X X X
Permissions
Change
X
Permissions
Take Ownership X

Setting File and Folder Permissions:-

To set permissions for files and folders, follow these steps:

1. In Windows Explorer, right-click the file or folder you want to work with.

2. From the pop-up menu, select Properties, and then in the Properties dialog box
click the Security tab.

3. Users or groups that already have access to the file or folder are listed in the
Name list box. You can change permissions for these users and groups by doing
the following:

Select the user or group you want to change.

Use the Permissions list box to grant or deny access permissions.

Inherited permissions are shaded. If you want to override an inherited


permission, select the opposite permission.
4. To set access permissions for additional users, contacts, computers, or groups,
click Add. This displays the Select Users, Computers, Or Groups dialog box.

Use the Security tab to configure basic permissions for the file or folder:

5. Use the Select Users, Computers, Or Groups dialog box to select the users,
computers, or groups for which you want to set access permissions. You can use
the fields of this dialog box as follows:

Look In This drop-down list box allows you to access account names
from other domains. Click Look In to see a list of the current domain,
trusted domains, and other resources that you can access. Select
Entire Directory to view all the account names in the folder.

Name This column shows the available accounts of the currently


selected domain or resource.

Add This button adds selected names to the selection list.

Check Names This button validates the user, contact, and group
names entered into the selection list. This is useful if you type names
in manually and want to make sure they're available.

6. In the Name list box, select the user, computer, or group you want to configure,
and then use the fields in the Permissions area to allow or deny permissions.
Repeat for other users, computers, or groups.

7. Click OK when you're finished.

Select users, computers, and groups that should be granted or denied access:-
Auditing System Resources:

Auditing is the best way to track what's happening on your Windows XP/Vista/7
systems. You can use auditing to collect information related to resource usage, such as
file access, system logon, and system configuration changes. Anytime an action occurs
that you've configured for auditing, the action is written to the system's security log,
where it's stored for your review. The security log is accessible from Event Viewer.

For most auditing changes, you'll need to be logged on using an account that is a
member of the Administrators group or be granted the Manage Auditing And Security
Log right in Group Policy.

Setting Auditing Policies:

Auditing policies are essential to ensure the security and integrity of your systems. Just
about every computer system on the network should be configured with some type of
security logging. You configure auditing policies with Group Policy. Through Group
Policy, you can set auditing policies for an entire site, domain, or organizational unit.
You can also set policies for an individual workstation or server.

Once you access the Group Policy container you want to work with, you can set
auditing policies by completing the following steps:

1. Access the Audit Policy node by working your way down through the console
tree. Expand Computer Configuration, Windows Settings, Security Settings, and
Local Policies. Then select Audit Policy.

2. The auditing options are

Audit Account Logon Events Tracks events related to user logon and
logoff.

Audit Account Management Tracks account management by means of


Active Directory Users And Computers. Events are generated anytime
user, computer, or group accounts are created, modified, or deleted.

Audit Directory Service Access Tracks access to the Active Directory.


Events are generated any time users or computers access the
directory.
Audit Logon Events Tracks events related to user logon, logoff, and
remote connections to network systems.

Audit Object Access Tracks system resource usage for files,


directories, shares, printers, and Active Directory objects.

Audit Policy Change Tracks changes to user rights, auditing, and trust
relationships.

Audit Privilege Use Tracks the use of user rights and privileges, such
as the right to back up files and directories.

The Audit Privilege Use policy doesn't track system access–related


events, such as the use of the right to log on interactively or the right to
access the computer from the network. These events are tracked with
Logon and Logoff auditing.

Audit Process Tracking Tracks system processes and the resources


they use.

Audit System Events Tracks system start-up, shutdown, and restart, as


well as actions that affect system security or the security log.

3. To configure an auditing policy, double-click its entry or right-click and select


Security. This opens a Properties dialog box for the policy.

4. Select Define These Policy Settings, and then select either the Success check
box or the Failure check box, or both. Success logs successful events, such as
successful logon attempts. Failure logs failed events, such as failed logon
attempts.
5. Click OK when you're finished.

Set auditing policies using the Audit Policy node in Group Policy:-

Auditing Files and Folders:

If you configure a group policy to enable the Audit Object Access option, you can set the
level of auditing for individual folders and files. This allows you to control precisely how
folder and file usage is tracked. Auditing of this type is only available on NTFS volumes.

You can configure file and folder auditing by completing the following steps:

1. In Windows Explorer, right-click the file or folder to be audited, and then from the
pop-up menu select Properties.

2. Choose the Security tab, and then click Advanced.

3. In the Access Control Settings dialog box, select the Auditing tab.

4. If you want to inherit auditing settings from a parent object, ensure that Allow
Inheritable Auditing Entries From Parent To Propagate To This Object is
selected.

5. If you want child objects of the current object to inherit the settings, select Reset
Auditing Entries On All Child Objects And Enable Propagation Of Inheritable
Auditing Entries.

Once you audit object access, you can use the Auditing tab to set auditing
policies on individual files and folders:

6. Use the Auditing Entries list box to select the users, groups, or computers whose
actions you want to audit. To remove an account, select the account in the
Auditing Entries list box, and then click Remove.
7. To add specific accounts, click Add, and then use the Select Users, Contacts,
Computers, Or Groups dialog box to select an account name to add. When you
click OK, you'll see the Auditing Entry For New Folder dialog box.

If you want to audit actions for all users, use the special group Everyone.
Otherwise, select the specific user groups or users, or both, that you want to
audit.

8. As necessary, use the Apply Onto drop-down list box to specify where objects
are audited.

9. Select the Successful or Failed check boxes, or both, for each of the events you
want to audit. Successful logs successful events, such as successful file reads.
Failed logs failed events, such as failed file deletions.

10. Choose OK when you're finished. Repeat this process to audit other users,
groups, or computers.

Use the Auditing Entry For New Folder dialog box to set auditing entries for a
user, contact, computer, or group:-

Auditing Active Directory Objects:

If you configure a group policy to enable the Audit Directory Service Access option, you
can set the level of auditing for Active Directory objects. This allows you to control
precisely how object usage is tracked.

To configure object auditing, follow these steps:

1. In Active Directory Users And Computers, access the container for the object.

2. Right-click the object to be audited, and then from the pop-up menu select
Properties.
3. Choose the Security tab, and then click Advanced.

4. In the Access Control Settings dialog box, select the Auditing tab. To inherit
auditing settings from a parent object, make sure that Allow Inheritable Auditing
Entries From Parent To Propagate To This Object is selected.

5. Use the Auditing Entries list box to select the users, contacts, groups, or
computers whose actions you want to audit. To remove an account, select the
account in the Auditing Entries list box, and then click Remove.

6. To add specific accounts, click Add, and then use the Select Users, Contacts,
Computers, Or Groups dialog box to select an account name to add. When you
click OK, the Auditing Entry For dialog box is displayed.

7. Use the Apply Onto drop-down list box to specify where objects are audited.

8. Select the Successful or Failed check boxes, or both, for each of the events you
want to audit. Successful logs successful events, such as successful file reads.
Failed logs failed events, such as failed file deletions.

9. Choose OK when you're finished. Repeat this process to audit other users,
contacts, groups, or computers.

Access rights of users to Sharing Folders:

By default, simple file sharing is enabled on most Windows XP-based computers.


If simple file sharing is enabled, everyone in your workgroup has access to your
shared folders. If simple file sharing is disabled, members of your workgroup
cannot access your shared folders until you choose to share particular folders or
drives with those users or groups that you select.

If simple file sharing is enabled, the simple file sharing user interface is displayed
instead of the Security and Sharing tabs. By default, this new user interface is
implemented in both Windows XP Home Edition and Windows XP Professional if
you are working in a workgroup. If you disable simple file sharing, the classic
Security and Sharing tabs appear, and you can specify which users and groups
have access to shared folders on your computer.

To share a folder or a drive with specific users or groups read the following:-
To share folders and drives, you must be logged on as a member of one of the following
groups:

Administrators

Server Operators

Power Users

To share a folder or a drive with specific users or groups, follow these steps:

1. Right-click Start, click Explore, and then locate the folder or drive that you want to
share.

2. Right-click the folder or drive, and then click Sharing and Security.

3. On the Sharing tab, click Share this folder.

If the folder is already shared, click New Share, and then type the new share
name.

If the Sharing tab is not visible, see the "Troubleshooting" section.

4. To change the share name of the shared folder or drive, type a new name in the
Share name box. Other users see the new share name when they connect to this
shared folder or drive. The actual name of the folder or drive does not change.

To hide the shared folder, type $ as the last character of the share name. When
you do this, other users cannot see this shared folder when they search by using
My Computer or Windows Explorer. However, they can still navigate to the
shared folder.

5. To add a comment about the shared folder or drive, type the text in the Comment
box.

6. To limit the number of people who can connect to the shared folder or drive at
the same time, click Allow this number of users under User limit, and then select
or type the number of users.

In Windows XP Professional, the number of users is limited to 10 or fewer.

7. To set share permissions on the shared folder or drive, click Permissions. Click
Add or Remove to add or remove groups or users, and then select the check
boxes to allow or deny permissions for the users or groups.

8. To configure settings for offline access, click Caching.

9. Click OK.

To allow specific users to access the shared folder after simple file sharing is disabled;
you should configure both the NTFS permissions on the Security tab and the share
permissions on the Sharing tab of the shared folder. NTFS permissions can be set on a
partition only by using the NTFS file system. If you remove Every Group from the NTFS
permissions, you cannot access the shared folder over the network.

To manage all shared folders from one location:


This method is intended for advanced computer users. If you are not comfortable with
advanced troubleshooting, you might want to ask someone whom you know for help, or
contact Support. For information about how to do this, visit the following Microsoft Web
site:
You can use the Shared Folders snap-in to work with your shared folders. This snap-in
lets you create and manage shared folders, view a list of all the users who are
connected to a shared folder over a network, disconnect one of or all the users, view a
list of files that are opened by remote users, and close one of or all the open files. To
start the Shared Folders snap-in, follow these steps:

1. Click Start, and then right-click My Computer.

2. Click Manage, and then click Shared Folders under System Tools.

Troubleshooting:
If the Sharing tab is not visible

Use the Services snap-in to start the Server service. To do this, follow these steps:

1. Click Start, and then click Control Panel.

2. Click Performance and Maintenance, click Administrative Tools, and then double-
click Services.

If Control Panel opens in Classic View, click Administrative Tools, and then
double-click Services.

3. Right-click the Server service, and then click Start.

Access rights of users to Passwords:

Passwords are a part of access control and below tells you what this is all about:

Access control is a system which enables an authority to control access to areas and
resources in a given physical facility or computer-based information system. An access
control system, within the field of physical security, is generally seen as the second
layer in the security of a physical structure.

Access control is, in reality, an everyday phenomenon. A PIN on an ATM system at a


bank is another means of access control. The possession of access control is of prime
importance when persons seek to secure important, confidential, or sensitive
information and equipment.
Item control or electronic key management is an area within (and possibly integrated
with) an access control system which concerns the managing of possession and
location of small assets or physical (mechanical) keys.

Access rights of users to file locations:

Use access control to restrict who can use your files

Windows XP/Vista/7 Professional gives you control over who can read or change your files

You run a small business and have a network set up so that your employees can share
files and printers. Your computer network helps your company run more efficiently—
your employees can easily share data with each other and don't have to e-mail files
back and forth. However, like most small businesses, you also have information on your
network that you don't want to share with the entire office, such as payroll records,
financial spreadsheets, and personnel data. Windows XP/Vista/7 Professional gives you
the ability to grant access to selected users while keeping others from accessing
confidential files.

Setting permissions for files and folders:

The access control feature in Windows XP Professional allows you to set a file or
folder's access permissions for a specific user, computer, or group of users. When you
set permissions, you define the type and level of access granted to a user or group for a
particular file or folder. For example, you can grant Read and Write permissions to the
entire Finance group for the file payroll.dat. You can let one user read the contents of a
file, let another user make changes to the file, and prevent all other users from
accessing the file at all. To change permissions on a file or folder, you must be the
owner of that file or folder, or you must have permission to make such changes. You
can also set similar permissions on printers so that selected users can configure the
printer and other users can only print from it.

Group permissions and Full Control:

You may find it easier to assign permissions to groups rather than to individual users—
this saves you from having to maintain access control for each user. You can also allow
a group (or individual) full access to the file or folder, rather than selecting individual
types of access permissions. To do this, select the Full Control option when setting
permissions. Then, you can just select Deny for any type of access you want to exclude
for the group (or individual).

The type of permissions you can grant depends on the type of object. For example, the
permissions for a file are different from those for a registry key. Some types of
permissions are common, including:
• Read permissions

• Modify permissions

• Change owner

• Delete

To set, view, change, or remove file and folder permissions:


1. Open Windows Explorer. (Click Start, point to All Programs, point to Accessories,
and then click Windows Explorer.)

2. Locate the file or folder that you will be adding permissions to.

3. Right-click the file or folder, click Properties, and then click the Security tab. (If you
do not see the Security tab, you may not be joined to a domain.

4. Next, choose the group or user name.

• If you need to add a group or user, click Add. Type the name of the group or user
for which you want to set permissions, and then click OK. (When you add a new
user or group, this user or group will have Read & Execute, List Folder Contents,
and Read permissions by default.)
• If the group or user is already listed, click the name of the group or user.

• To remove a group or user from the Group or user names dialog box, click the
group or user name you want to remove and click Remove.

5. Now that you have selected the group or user, you can adjust their permissions:

• To allow or deny a type of permission, select the Allow or Deny check box in the
Permissions for User or Group dialog box.

6. If the check boxes under Permissions for User or Group are shaded, or if the
Remove button is unavailable, then the file or folder has inherited permissions from
the parent folder. Access rights set up for the parent folder carry down to its
subfolders.

To display the Security tab:


• Open Folder Options in Control Panel. (Click Start, click Control Panel, click
Appearance and Themes, and then click Folder Options.)

• On the View tab, under Advanced settings, clear the Use simple file sharing check
box.

By using the access control feature available in Windows XP/Vista/7 Professional, you
can help ensure that only the people you want to access the files and folders on your
network are able to get to them.

Access rights of users to use of partitions:

Only an administrator has privileges to partitions on the machine of which no other user
has any rights to the partitions and to make any changes to them.

Access rights of users to local and server usage:

Only the administrator can give any user the rights and privileges to local servers and
being able to use them with or without boundaries.

g) An appreciation of the different requirements of an upgrade and a full


installation:
With and upgrade its more cost effective as with a fresh full installation

A full installation is what you'd need on a computer that has no office software on
it. If you had office 2003 and wanted to upgrade to 2007, you wouldn't need to
buy the whole program again, you could 'add' to office 2003.

That's the theory. Plus it encourages people to spend money as upgrades aren't
as expensive as the complete program, so they aren't spending as much, it may
seem as though they are getting a good deal.

h) Registration of applications:

Online registration is required for enabling the user to use the software installed
on the computer and legally binding them to the software allowing only them to
have the software and have it activated with the product key that is registered to
them which no one else is able to use as the software as its registered with your
details, anyone who tries to copy the software are in breach of copyright and the
product key wouldn’t work for them as they would need another product key to
activate the software making them reliable for the software licensing.

i) Run application/self test feature if possible:

By clicking on the Executable (.exe) file the software runs efficiently, by doing this
self test making sure that the software works properly and that it’s installed
correctly.

j) Use of standard data entered into software:

The use of standard data entered by a user is simple just press any key and the
corresponding letter/number/symbol should appear on the screen, if it doesn’t
then check settings keyboard cable if it is loose to push it back in or check your
fonts and select a font that you have used before and recognised.

k) Use of system monitoring utilities to check system performance:

Server Monitoring Tool


ManageEngine Applications Manager provides an agentless approach to server
monitoring.The ability includes monitoring Servers to ensure the CPU Utilization,
Memory, Disk etc are within permissible usage. The Server Monitoring Tool capabilities
include support for Linux, Windows, Solaris, AIX, HP UX, AS/400 / iSeries, Novell, etc.

Server Monitoring Tool capability:


Server Performance Monitoring
Capacity Planning
Planning Inventory

Monitor Server CPU Utilization:


By the Server CPU Monitoring capability, you can monitor CPU usage - check if CPUs
are running at full capacity or are they being under utilized. By monitoring server CPU
utilization, you can monitor server performance and restart a process or application to
improve response time for the application.

Server Disk Monitoring:


Monitor the hard disk space utilized by the system and ensure critical processes on the
server have sufficient system resources. Graphical views are also provided for better
visualization of the monitored Server Disks.
Server Process Monitoring:
Monitor and report on System Processes. Monitor memory, CPU Utilization of
processes. This helps identify Top 10 or Top 'N' System Processes or Server
Applications using high Server Resources.

Monitor Network Interface Traffic :


Monitor Network Interface traffic on the server and understand how much network load
it handles.
Additionally with the service monitoring capability any TCP/IP service can be monitored.
This hence enables you to monitor network services like SMTP, POP, IMAP, FTP
Servers, telnet service etc.

Manage Engine Applications Manager also provides out-of-the-box reports that help
analyze the server availability, server performance and in capacity planning. In addition
to monitoring servers, there is out-of-the-box support for monitoring databases,
application servers and other Enterprise Applications making managing IT resources
easier for the System Administrator.

Server Monitoring Capabilities


Out-of-the-box management of server availability and performance.
Monitors performance statistics such as server CPU utilization, server memory, disk
utilization, and server response time.
Monitors server processes that are critical for smooth functioning.
Based on the thresholds configured, notifications and alarms are generated on
important server metrics. Actions are executed automatically based on
configurations.
Performance graphs and reports are available instantly. Reports can be grouped
and displayed based on availability, health, and connection time.
Delivers both historical and current server performance metrics, delivering insight
into the performance over a period of time.
This also includes Website Monitoring.
l) Changes made to agreed checklists/settings:

Change installation times and dates, internet might be slower than before the
installation.

Task 5

1. Explain the importance of system performance in terms of

a) Boot time
b) Speed of processing
c) Printing time
d) System stability
e) Lapses in security
f) Corruption of existing data files
g) Lack of memory
h) Use of system monitors
i) Record keeping before and after installation

Boot time:
The importance of boot time is the quicker and faster the user is able to login and use
the computer for what ever reason they have.

Speed of processing:

The clock rate is the rate in cycles per second (measured in hertz) or the frequency of
the clock in any synchronous circuit, such as a central processing unit (CPU). For
example, a crystal oscillator frequency reference typically is synonymous with a fixed
sinusoidal waveform, a clock rate is that frequency reference translated by electronic
circuitry (AD Converter) into a corresponding square wave pulse [typically] for digital
electronics applications.

A single clock cycle (typically shorter than a nanosecond in modern non-embedded


microprocessors) toggles between a logical zero and a logical one state. Historically,
the logical zero state of a clock cycle persists longer than a logical one state due to
thermal and electrical specification constraints.

Printing time:

Printer could be busy, serial ports could be knocked out, printing high resolution files,
could also be running in minimal requirements. These are all reasons why printing
times may vary.

System stability:

Windows Vista is more stable and reliable than Windows XP. Not only does the
operating system include fixes for known crashes and hangs, but it also:

Prevents many common causes of hangs and crashes.

Provides for automatic recovery in the case of failure.

Recovers frozen applications and releases resources automatically.

Windows Vista prevents many common causes of hangs and crashes by addressing
performance issues and including more reliable drivers. Windows Vista uses memory
more efficiently and provides new process scheduling mechanisms that can adjust
system performance to better meet the needs of applications and system components.
Optimized memory usage ensures that background processes have less performance
impact. Improved input/output (I/O) cancellation for device drivers ensures that the
operating system can recover gracefully from blocking calls and that there are fewer
blocking disk I/O operations. Overall, these improvements provide a more responsive
environment, even over Windows XP on the same computer hardware.

With earlier versions of Windows, application crashes and hangs were difficult for
developers to troubleshoot because error reporting provided limited or no information.

Windows Vista resolves this problem by providing better guidance on what causes
unresponsive conditions and ensuring that error reporting has the additional information
needed to identify and resolve issues. To reduce downtime and restarts required for
application installations and updates, Windows Vista can use the update process to
mark in-use files for update and then automatically replace the files the next time the
application is started. In some cases, Windows Vista can save the application’s data,
close the application, update the in-use files, and then restart the application—as is
possible with Windows Update.

Windows Vista includes features to automatically recover from many common types of
failures, including failed services and corrupted system files. Unlike earlier versions of
Windows, in Windows Vista, every service has a recovery policy. If a service fails,
Windows Vista will try to restart it automatically. Windows Vista automatically handles
both service and nonservice dependencies as well, and it automatically starts any
necessary dependent services and system components prior to attempting to start a
failed service.

In earlier versions of Windows, corrupted system files were one of the most common
causes of start-up failure. Sometimes administrators could successfully replace
corrupted files by using the System Repair feature or the Recovery Console. At other
times the system could be recovered only by attempting to repair the installation or
reinstalling the operating system.

Windows Vista includes the Start-up Repair Tool (StR) to automatically fix many
common problems and to enable both users and administrators to rapidly diagnose and
resolve start-up issues. Once started, StR performs diagnostics and attempts to
determine the cause of the start-up failure by analyzing start-up logs and error reports.
Then StR attempts to fix the problem automatically. If StR is unable to resolve the
problem, it restores the system to the last known working state and then provides
diagnostic information and support options to make further troubleshooting easier for
the user or administrator.

Similar to the Recovery Console that is used with Windows XP, StR is included on the
Windows Vista installation disc and can be preinstalled on computers. By reinstalling
StR on computers, you make it available as an option on the Windows Advanced Start-
up Options menu. If you don’t preinstall StR and the system fails to start up, you can still
run it from the Windows Vista installation disc. If the system fails to start and you
haven’t preinstalled StR, follow these steps to launch StR:

1. Insert the Windows Vista installation disc, and then restart the computer.

2. Click View System Recovery Options (Advanced).

3. Type the name and password for an account on the computer.

4. Click Start-up Repair in the list of recovery tools.

5. Follow the Start-up Repair prompts to recover the system.

Few things are as frustrating as unresponsive applications or running out of memory. In


earlier versions of Windows, an application crash or hang is marked as not responding,
and it is up to the user to exit and then restart the application. The same is true for
conditions that cause the computer to run out of memory. Earlier versions of Windows
warned you that you were running low on virtual memory, but they did not take
corrective action.

Windows Vista attempts to resolve the issue of unresponsive applications by using


Restart Manager. Restart Manager can shut down and restart unresponsive
applications automatically. This means that you typically don’t have to intervene, log
out, or restart the computer to try to resolve issues with frozen applications.

Windows Vista attempts to resolve issues related to running out of virtual memory by
providing Resource Exhaustion Detection And Recovery. Resource Exhaustion
Detection and Recovery constantly monitors the system-wide virtual memory commit
limit automatically and warns you when you are running low on virtual memory. At the
same time, it also identifies the processes consuming the largest amount of memory.

You can close any or all of these high-resource-consuming applications directly from the
Close Programs To Prevent Information Loss dialog box provided. The resource
exhaustion warning is also logged in the System event log, where it can be analyzed
later by administrators.

Lapses in security:

The use of the product key is supposedly to be used by the purchaser of the product
also can be used by anyone else if they own a illegal pirate copy of the product and by
using someone else’s product key to activate their copy of the software which they don’t
have the rights to use as the purchaser owns as they were the ones who brought the
product, the people who are using the licensed product key for the pirate copy are in the
breach of the copy right law enforcement act and can be sued by the company who
manufactures the product.

Corruption of existing data files:

File corruption occurs whenever data becomes damaged in some way. The damage
may be minimal, affecting only a few elements in a large file. For example, a text
document that becomes corrupted may suddenly contain a series of box characters
where a paragraph used to be. Likewise, the damage caused by file corruption can be
quite extensive, destroying the contents of an entire folder or drive.

Corruption can occur for as many reasons as there are PCs. Generally speaking,
however, the causes of file corruption typically break down into six categories: physical
problems with the storage media, hardware malfunctions, natural disasters, viruses,
software errors, and human errors. The first three sources of corruption relate to the
storage media, while the latter three relate to the files themselves.

Lack of memory:

A memory leak or leakage in computer science is a particular type of memory


consumption by a computer program where the program is unable to release memory it
has acquired. A memory leak has symptoms similar to a number of other problems and
generally can only be diagnosed by a programmer with access to the program source
code; however, many people refer to any unwanted increase in memory usage as a
memory leak, though this is not strictly accurate.

A memory leak can diminish the performance of the computer by reducing the amount
of available memory. Eventually, in the worst case, too much of the available memory
may become allocated and all or part of the system or device stops working correctly,
the application fails, or the system slows down unacceptably due to thrashing.

Memory leaks may not be serious or even detectable by normal means. In modern
operating systems, normal memory used by an application is released when the
application terminates. This means that a memory leak in a program that only runs for a
short time may not be noticed and is rarely serious.
Leaks that are much more serious include:

where the program run for an extended time and consumes additional memory
over time, such as background tasks on servers, but especially in embedded
devices which may be left running for many years

where new memory is allocated frequently, such as when rendering the frames of
a computer game or animated video

where the program is able to request memory—such as shared memory—that is


not released, even when the program terminates

where the leak occurs within the operating system

where the leak is the responsibility of a system device driver

where memory is very limited, such as in an embedded system or portable


device

where running on operating systems where memory may not be automatically


released on termination, and if lost can only be reclaimed by a reboot

Memory leaks are a common error in programming, especially when using languages
that have no built-in automatic garbage collection, such as C and C++. Typically, a
memory leak occurs because dynamically allocated memory has become unreachable.

The prevalence of memory leak bugs has led to the development of a number of
debugging tools to detect unreachable memory. IBM Rational Purify, BoundsChecker,
Valgrind, Insure++ and memwatch are some of the more popular memory debuggers for
C and C++ programs. "Conservative" garbage collection capabilities can be added to
any programming language that lacks it as a built-in feature, and libraries for doing this
are available for C and C++ programs. A conservative collector finds and reclaims most,
but not all, unreachable memory.

Although the memory manager can recover unreachable memory, it cannot free
memory that is still reachable and therefore potentially still useful. Modern memory
managers therefore provide techniques for programmers to semantically mark memory
with varying levels of usefulness, which correspond to varying levels of reach ability.

Use of system monitors:

System Monitor (sysmon.exe) is a program in Windows 95, 98 and Me that is used to


monitor various activities on a computer such as CPU usage or memory usage. The
equivalent of System Monitor on Windows 2000 and XP is called Performance Monitor.

System Monitor can display information as a graph, a bar chart, or numeric values and
can update information using a range of time intervals. The categories of information
that you can monitor depend on which networking services are installed on your system,
but they always include File System, Kernel, and Memory Manager. Other possible
categories include Microsoft Network Client, Microsoft Network Server, and protocol
categories.

This application is usually used to determine the cause of problems on a local or remote
computer by measuring the performance of hardware, software services, and
applications. System Monitor is not installed automatically during Windows setup, it
must be installed manually using the Add/Remove Programs applet, located in the
Control Panel.

Record keeping before and after installation:

The reason why you make and keep records before an installation and after are
in case there are errors that occur either during the installation or after and that
way you’ll be able to find where the fault is by simple process of elimination by
going back through the steps you done before the install of the software and
follow the step all the way through the installation until the install is complete,
thus you’ll be able to find & see where the error occurred and resolve this
problem.

2. Records methods for dealing with problems to include


a) Uninstall of software
b) Re-install
c) Reconfiguring settings, possible to fault
Uninstall of software:

The reason why you keep records of uninstalling the software is if you have removed a
file/folder that are shared then another program/software may not be able to function
without that particular file/folder i.e. System32 folder has some shared files/folders in
there where some software packages need those file/folders to function properly and
when some software has been removed/uninstalled they remove that certain file/folder
which the other piece of software needs to function properly.

Re-install:

The reason why you keep records of re-installing software is if the installed software
changes parts of your system and faults start to occur then you’ll be able to rectify the
issue at hand, also this enables you to check that the installation has been done the
way you wanted it to.

Reconfiguring settings, possible to fault:

Computer Settings

Browser - Set Google Preferences to 100 web sites

Browser - Set up Links bar on your browser

Desktop - Drag and drop LAN icon onto desktop

Desktop - Drag and drop My Computer icon onto desktop

Display - Change background on desktop

Display - Setup monitor screen saver

Download - Install Adobe acrobat reader

Download - Install Flash

Download - Install Ad-Aware


Download - Install Google Pop Up Blocker

Download - Install QuickTime

Download - Install virus protection software

E-Mail - Set up a signature block in your e-mail reader

Folders - Set Data Folders view to detailed

Folders - Set default data folder in Excel

Folders - Set default data folder in Word

Folders - Set up data folder for all data

Folders- Set Picture folders view to filmstrip

Mouse - Accelerate your mouse

Mouse - Accelerate your scroll button

Mouse – Turn off hide while typing (this causes mouse pointer to jump
around)

Periodically - Delete internet history files periodically

Periodically - Download all Windows and Office updates regularly

Periodically - Make an emergency boot disk

Periodically - Shut down computer gracefully each time, don’t just shut off
power

Quick Launch – Drag copies of icons to Quick Launch Bar for your
frequently used applications

Quick Launch - Set up Quick Launch Bar

Set Control Panel to Classic View

Office – Set menus to show full menus

Office – Set Office Assistant to only pop up via the F1 key


Control Panel provides access to most computer settings. Some of the more
important settings you may want to change are as follows:

Set your clock to stay in sync itself with the


Internet time clock.
Make sure that you set a screen saver to
save your monitor and to save energy.

Set your default Internet page.

Set Security levels to high.

Enable content advisor for children and


employees, check box to allow users to
see sites with no rating.

Tell IE which e-mail reader, calendar and


contact list application you prefer to use.

Accelerate your mouse movement.


Consider adjusting your double click and
scrolling options as well.
Set up any network connections that you
will want to access regularly.

Visit power management, especially for


notebook computers. Adjust settings for
hibernation, monitor power hard disk
power, standby and UPS settings.

Set up printers you will want to print to.


You can also set up multiple instances of
the same printer, each with different
preferences such as printing landscape,
draft quality, or multiple copies.
Train your voice recognition system to
recognize your voice. Pick the default
voice you want to hear.

Set your taskbar settings to suit your


tastes.

Using documentation produced carry out installation of software. Provide evidence of all
checks and installation procedures.
Product key is required for activation of the office software allowing you to install and
use this office software.

This is the licence agreement with the terms & conditions on using the office software of
which is law binding.
Installation settings where you can either choose to make a full installation of the Office
software or customise the installation by selecting what programs you want to install
and who has permission to use them.

Beginning of the Office 2007 Enterprise software installation.


Office 2007 Enterprise Half way through installation.

Office 2007 Enterprise installation 100% complete.


Message screen once Office 2007 Enterprise has been installed on the machine.

Office 2007 Enterprise installed on Acer Aspire t660 machine with Windows Vista Basic
as the operating system.
Privacy settings being configured.

Selecting updates for office 2077 enterprise.


Anti-virus had to configured before any scans could commence with auto updates.

Beginning of the anti-virus scan of the office software DVD Rom disc to check for any
viruses any errors.
Anti-viral scan complete of the software on the DVD Rom Disc, as you can see from the
screen shot no viruses found.

Screen shot of system information(version of windows, make and model of the


machine).
Screen shot of system information(time&date, Bios settings, language).
Machine specs when software installed.

Set default settings to Arial, 12pt for all documents in office 2007 enterprise.
Test to see if office software is functioning properly by entering data, changing fonts and
size, colour, use of tabs and bullet points.

Task 6

Return system to previous page.

Error message that appeared before system restore.


Restore point selected of the machine.

Chosen restore point of the system.


Confirmation of the restore point of the system with warning message stating ―not to
interrupt the task once being preformed‖.

System preparing to restore system to earlier Point.

Message reads successful but office is still on the machine after system restore.
The restore was only selected to the last point of restore rather than a particular point.
Selecting different restore point.

Restore point selected.


Ready to confirm restore point to enable system restore back to previous image.

Warning message about if the process is interrupted then it cannot be undone until
everything has been completed.

The computer is getting ready to restore the system to the selected point.
System restore was unsuccessful in restoring the system back to default settings
(before office 2007 Enterprise was installed).

Message of the anti virus program for trial period.

Backing up the system.


Computer licence.

Screen shot showing of the programs installed on the system and that office 2007
enterprise has been removed from the system.
Office 2007 Enterprise completely remove and uninstalled from the system.

After office 2007 Enterprise Uninstalled/removed by ghosting the machine.


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Maintain Equipment and Equipment and Systems

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Unit 8

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4/20/2010

Steven Peters
Greenwich Community College

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Table Of Contents

Task 1 Pages 1-38

Task 1 A Pages 1-3

Task 1 B Pages 4-8

Task 1 C Pages 8-12

Task 1 D Pages 13-16

Task 1 E Pages 16-17

Task 1 F Pages 17-37

Task 1 G Pages 38

Task 2 Pages 39-47

Task 2 A Pages 39-43

Task 2 B Pages 44

Task 2 C Pages 45

Task 2 D Pages 46-47

Task 3 Pages 47-54

Task 3 A Pages 47-48

Task 3 B Pages 49

Task 3 C Pages 49-54

Task 4 Pages 55-57

Task 4 A Pages 55

Task 4 B Pages 56-57

Task 5 Pages 57-61

Task 6 Pages 62-69

Task 6 A Pages 62

Task 6 B Pages 63-67

Task 6 C Pages 67-69


Maintain Equipment and Equipment and Systems

Task 1

Task 1 A

State the differences between preventive maintenance and remedial maintenance.


Preventive maintenance:

A procedure of inspecting, testing, and reconditioning a system at regular intervals according to


specific instructions, intended to prevent failures in service.

(http://www.answers.com/topic/preventive-maintenance)

Remedial maintenance:

The maintenance performed as required, on an unscheduled basis, by the contractor following


equipment failure. This is known as remedial maintenance. This is a procedure of repairing
components or equipment as necessary either by on-site repair or by replacing individual
elements in order to keep the system in proper operating condition. It’s also a repair service
that is required because the product malfunctioned.

(http://www.answers.com/topic/corrective-maintenance)

Investigate and report on the different products for both and when each should be carried out.

Investigation: Preventive maintenance – Scan Disk, Backups, Defrag,

Remedial maintenance - Delete Temp Files/Folders, System Restore, Update All


Programs(System Programs/Non System Programs), Delete Unused Icons, Clean Fan From Dust
To Prevent Computer From Over Heating, Organise Files/Folders(Rearrange) and Configure anti
virus program, Diagnostic software.

Report: Preventive maintenance – the reason why you need to use these types of maintenance
are (Scan Disk) to check that there are no errors in the system, (Backups) so if the system gets
corrupted all backed up files/folders can be restored to the system, (Defrag) so that when a
user uses the computer

Remedial maintenance -

To make sure it’s free of Virus & Trogon (Hacker /Spy Bots), to get rid of any unused
icons/programs/files no longer needed that’s eating up your memory, to receive latest up dates
for all programs, to check the time & date is slowing down or not (if so the battery inside needs
to be changed), to make sure that everything works properly.
Produce a preventive maintenance schedule.

Task/Checks Results When/how often? Comments


Scan hard disk for Pass Every 2 weeks System scanned, found
system errors no errors.
Check power Pass Every month Power settings ok.
protection devices to
ensure that they are
still effective
Clean Monitor screen Pass Every week Monitor cleaned with
soapy water.
Back up data Pass Every day Backup wizard
functioning ok and
Restore wizard
functioning correctly.
Defragment H/D Pass Every week Defrag moved all
files/folders back to
where they belong and
system should be more
efficient.
Check PSU fan for Pass Every month Used compressed air to
ventilation and remove dust from fan,
clogging. Clean if now works sufficiently.
necessary
Clear all unnecessary Pass Every 2 weeks Deleted all cookies,
files from H/D files/folders no longer
needed.
Computer now
running/functioning
faster.
Check H/D for Pass Every month Not much vibration and
temperature and feels warm to the
vibration touch.
Clean exterior of base Pass Every 2 weeks Base cleaned with lint-
unit free cloth
Clean exterior of Pass Every 2 weeks Base cleaned with lint-
monitor free cloth
Check and clean Pass Every month Interior cleaned with
interior, mother board compressed air and
and expansion cards if lint-free cloth
necessary
Check internal Pass Every month All internal connections
connections and and cables are not
cables damaged and fully
connected.
Clean keyboard Pass Every month All keys and keyboard
interior cleaned by
compressed air, soapy
water and lint-free
cloth.
Clean Mouse & Pass Every month Mouse and ball cleaned
Ball/inferred light using soapy water and
lint-free cloth

Give some examples of each and when they would be used.


Check the Schedule for examples and when they would be used.

Task 1 B
Write a report on issues, procedures and devices for protection within a computing
environment.

It’s vital that the power is off when servicing a computer to prevent getting an electric shock
and damaging the components inside (Internal).

Issues:

Procedures:

First Step to Prevent Infections

To make sure you do not get infected in the first place, there are procedures you should follow
to set up a protection around your computer. The first thing you need to do is have a good anti-
virus (AV) program. A few free examples are AVG Free, Avast! Antivirus and Avira AntiVir. For
far more comprehensive protection, you will need to purchase a paid subscription.

Extra Protection

For extra protection, have standalone scanners, such as Malware Bytes Anti Malware or Spybot
Search and Destroy. While these do not support real-time virus protection (where you
download a virus and your anti-virus program automatically detects it), they can find things
your anti-virus program cannot. Also, install a program such as HiJackThis, which makes a log of
settings and installations that may have been changed by spyware, adware or viruses. You can
show these logs to computer experts online or offline, and they can give you insight into what
you need to do.
Watch Out Where You Go

Avoid opening attachments to emails from people you don't know. If you know the email is not
necessary, just don't open it. Also, avoid going to shady sites, which can have links to viruses or
worms and other infections that download without you knowing. Many anti-virus programs
plug into your Internet browser and tell you when you enter a bad website, but not all do, so
avoid going to websites that are obviously fake or that advertise unbelievable programs.

If You Know You Are Infected

Run a full scan with your antiviral program and delete everything it finds. If you know which
program or file is causing the infection, open your computer in Safe mode and delete it. To
open your computer in Safe mode, restart your computer. Before the Windows splash screen
opens up (the screen with the Windows XP or Vista logo and the loading bar at the bottom),
press the F8 button on your keyboard. A new screen will open where you can select a "Safe
Mode" option with the arrow keys. After you enter the Safe mode option, delete the file
causing the problem.

If You Are Unsure If You Are Infected

If you think you are infected, but normal virus scans turn up nothing, you should first do a scan
with a program like HiJackThis, which creates a log of computer settings that experts can use to
interpret and decide what is wrong and what you need to change.

Copy the log and show it to someone knowledgeable about computers, or post it on a forum
designed to help you with viruses and errors. You can also run standalone scanners, which
won't automatically detect viruses but can sometimes find things your regular anti-virus
program misses.

Devices:

Most computer systems are equipped with some sort of external protective device(s) that may
include backup power. They are provided in-line with the input power source.

Protection Devices - Protection devices are placed in-line with the power source.
Compensators are connected to a power panel; compensators and line conditioners use
an outlet as their source.
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Compensators - Electrical compensators provide ac input voltage regulation to ensure


reliable operation during voltage changes because of brownouts (where the voltage
may dip below the level needed to run the computer) and transient voltage spikes.
Electrical compensators do not contain batteries or power invertors and, therefore, do
not regulate or control the frequency of the ac line voltage. Variations in input frequency
of the electrical compensator have a direct effect on output voltage regulation.

(
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Line Conditioners - Line conditioners filter the input power, bridge brownouts, suppress
over-voltage and over-current conditions, and generally act as a buffer between the
power source and the computer. It is a real ―surge suppressor.‖ The line conditioner is
an active device as opposed to a passive surge-protector device. It contains circuits that
bridge brownouts or low-voltage situations temporarily.
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Surge Protectors - these devices are designed to accept voltages as high as 6,000 volts
and divert any voltages above 200 to ground. They can accommodate normal surges;
but surges, such as a direct lightning strike, blow right through them. These devices
can lose their effectiveness with successive surges.

(http://images.google.co.uk/imgres?imgurl=http://static.howstuffworks.com/gif/surge-
protector-quality.jpg&imgrefurl=http://computer.howstuffworks.com/enlarge-
image.htm%3Fterms%3Dsurge%2Bprotectors%26page%3D0&usg=__FHGdQIrI6JkRv
QPm5abHHXAUKbU=&h=285&w=378&sz=17&hl=en&start=3&itbs=1&tbnid=QY6yQQP
rCcr47M:&tbnh=92&tbnw=122&prev=/images%3Fq%3DSurge%2BProtectors%26hl%3
Den%26client%3Dfirefox-a%26sa%3DG%26rls%3Dorg.mozilla:en-
GB:official%26gbv%3D2%26tbs%3Disch:1)

Backup Power - Backup power devices provide protection to a computer in the event of
a complete power loss of the primary power. They provide the time needed for an
orderly shutdown or continued operations.

(http://images.google.co.uk/imgres?imgurl=http://europe.nokia.com/MEDIA_BANK_100/
R6Accessories/D/DC-8/dc-
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State what precautions you need to take whilst carrying out repairs to a computer system.

You need to have an cleared work space using a anti-static mat underneath the computer, be
wearing rubber soled boots(Safety)/shoes/trainers and be wearing a anti-static wrist
strap/band to neutralise and prevent any Electrical Static Discharge (ESD) from damaging any of
the components interior (Inside the case)and to prevent your-self from an electric shock.

Task 1 C

Research and report on potential hazards and proper safety procedures relating to lasers.

A laser can be considered as a highly collimated source of extremely intense electromagnetic


radiation that is defined by three characteristics: monochromatic, directional and coherent.
Due to the temporal and spatial coherence of the laser beam it can be considered as a point
source of phenomenal brightness than can easily exceed the brightness of the sun. Lasers are a
more directional light source than any other common fixture such as stage lights or a follow-
spot. The higher the optical output power of the laser, the greater the potential hazard.

(http://www.laserfx.com/BasicSafety/IndexBasicSafety.html)

If you are a manufacturer, designer, importer, supplier or installer of display laser equipment or
of components for such equipment, you have a duty under the Health and Safety at Work etc
Act 1974 to consider the safety of your products when they are used by a person at work.

In particular, you must:

So far as reasonably practicable, ensure that your products are designed and constructed so
that hazardous beams are inaccessible to people (especially audiences). This applies both
during normal operation and following any reasonably foreseeable fault in the product's
operation.

The current British Standard on the safety of laser products gives useful information on safe
equipment design.
If you are an employer who uses display laser equipment either at your own premises or under
contract to a venue operator, you must:

Assess the health and safety risks caused by your work; including risks to employees and the
public (especially audiences), and ensure that these risks are controlled so far as is reasonably
practicable; and ensure that the work equipment you provide is suitable "in any respect which
will affect the health and safety of any person"1. The current British Standard on the safety of
laser products gives useful information on safe equipment design and lists the personal laser
radiation exposure limits HSE is guided by.
(http://www.hse.gov.uk/pubns/indg224.htm)

Your report should include:

Liquid cleansing components

Isopropyl - Alcohol is the only solvent that I would recommend since others might not work well
with the plastic that makes up your computer. Isopropyl Alcohol is a high quality rubbing
alcohol that can be found in most drug stores and is excellent for cleaning off thermal
compounds.

This is a screen shot of website where to buy Isopropyl.

Types of materials to clean contacts and connections

Preventive maintenance measures, products and procedures:


Liquid cleaning compounds, Types of materials to clean contacts and connections, Non static
vacuums, cleaning monitors, cleaning removable media devices, ventilation, dust and moisture
control on the PC hardware interior, Hard disk maintenance, Verifying UPS (Uninterruptible
Power Supply) and suppressors.
Safety measures and procedures:

ESD (Electrostatic Discharge) precautions and procedures, Potential hazards and proper safety
procedures relating to High Voltage equipment, power supply, CRTs
Environmental protection measures and procedures:

Special disposal procedures that comply with environmental guidelines, batteries, CRTs,
chemical solvents and cans, MSDS (material safety data sheet)

This a screen shot of cleaners used for maintance

Non static vacuums

Non-static Vacuum Cleaner - This will be handy to suck out dirt, dust and other particles from
your computer. You should only use a non-static vacuum cleaner. Do not use ordinary vacuums
(household vacuum cleaners and shop vacs) since they could generate a massive build-up of
static electricity that could damage computer parts.
using your non-static vacuum cleaner and a can of compressed air, spray and suck the dust
away from your components such as fan blades, circuit boards, heat sink and chips. Try to spray
and vacuum into every area that you can see.
While using your non-static vacuum cleaner, watch out for items that could be accidentally
sucked up into it.
Task 1 D

Document items that require special disposal.

Produce a list of items that can not be thrown away with normal rubbish.

Monitors
Printers
Batteries
CPU's
Fax machines
Mother Board
RAM (Random Access Memory)
Optical Drive
Hard Disk Drive
Floppy Disk Drive
Scanner
State why the items need special disposal.

Monitors:

All computer monitors contain a number of chemicals that are hazardous to the environment if
they are not recycled properly. Almost all electronic devices contain varying levels of lead,
which is used to solder the individual components. Lead is a toxic metal that accumulates in
living organisms over a lifetime with increasingly devastating effects. Older style CRT "glass
tube" monitors can contain up to 27 percent of their total weight in lead. Additionally, the glass
tube itself is coated internally with phosphorous, which is also toxic. LCD screens contain trace
amounts of mercury, among other toxic chemicals.

CRT Monitors

The older CRT monitors contain a nasty mix of poisonous chemicals, including barium,
brominated flame retardants, cadmium, copper, hexavalent chromium/chromium VI, lead,
mercury, phosphor and, to a lesser extent, the plastics that are used in the outside case. To
varying degrees, all of the above chemicals present a hazard when introduced to a landfill if
these chemicals leech into the ground water.

LCD Screens

The newer LCD screens still contain both lead and copper, with many using trace amounts of
mercury in the tubes that provide the back-lighting. The latest generation of LCD screens are
working to remove that risk by using LEDs to back light the screen, but while these
improvements are notable, the risk to the ground water from the remaining chemical (should
these devices be introduced to a conventional landfill) is still unacceptable.

Printers:

The WEEE (Waste Electrical and Electronic Equipment) Directive applies in the UK as well,
encouraging consumers to properly dispose their electronic waste. While printers do not fall in
the hazardous category, unused and secondary printers fall in the "Electronic Waste" category
just like ordinary computers and peripherals. Proper recycling of these components helps the
environment or can be sent to other developing countries. One of the disposal methods which
are selling can be useful in getting some money to buy a better printer. Here are some basics to
ensure proper disposal of your printer.

Batteries:

A battery is an electrochemical device with the ability to convert chemical energy to electrical
energy to provide power to electronic devices. Batteries contain heavy metals such as mercury,
lead, cadmium, and nickel, which can contaminate the environment when batteries are
improperly disposed of. When incinerated, certain metals might be released into the air or can
concentrate in the ash produced by the combustion process.

Pollute the lakes and streams as the metals vaporize into the air when burned.

Contribute to heavy metals that potentially may leach from solid waste landfills.

Expose the environment and water to lead and acid.

Contain strong corrosive acids.

May cause burns or danger to eyes and skin.

Batteries may produce the following potential problems or hazards:

The Mercury-Containing and Rechargeable Battery Management Act in 1996 to make it easier
for rechargeable battery and product manufacturers to collect and recycle Ni-CD batteries and
certain small sealed lead-acid batteries. For these regulated batteries, the act requires the
following:

Batteries must be easily removable from consumer products, to make it easier to recover them
for recycling.

Battery labels must include the battery chemistry, the "three chasing arrows" symbol, and a
phrase indicating that the user must recycle or dispose of the battery properly.

National uniformity in collection, storage, and transport of certain batteries.

Phase out the use of certain mercury-containing batteries.

CPU’s:

Some components may also be stripped for precious metal content. Many Integrated Circuit
(IC) chips contain gold plate on the circuit leads or surface-mount pads. These components can
be saved then processed to reclaim the gold.

Fax machines:

All electronic equipment in your office and home needs to be recycled this is because fax’s,
copiers, printers and cartridges contain materials that can be harmful if they escape into the
earth. It’s not a problem however our disposal and recycling plant is here to help.
Not all office equipment, computers, printers or fax machines can be reused however. A large
number of old faxes are only fit for the trash, cartridges however have a longer recycle life and
can often be cleans and reused time and time again.
Mother Board:

Motherboards and its chips contain harmful chemicals such as mercury which when leaked into
the water systems can harm not only fish but also the entire eco-system including ourselves.

RAM (Random Access Memory):

RAM needs to be disposed specially because the gold on the board and be use again and so can
the board at certain recycling plants specifically for computer components.

Optical Drive:

Optical Drives need special disposal due to the laser and the components inside the drive it’s
self as most of the drive can be recycled and the materials and be used again for other things.

Hard Disk Drive:

These need special disposal because of all the information on the platters inside the drive
where the records of everything that has been on your computer and when you wiped clean
the drive.

Floppy Disk Drive:

These can be recycled for all the materials and the components inside the drive.

Scanner:

A scanner is usually composed of a glass pane (or platen), under which there is a bright light
(often xenon or cold cathode fluorescent) which illuminates the pane, which is why scanners
need special disposal due to the chemicals and the glass.

Task 1 E

Write a report on the effects of ESD and how to prevent damage to a computer system whilst
carrying out repairs.

ESD Precautions:

Electrostatic discharge (ESD) is generated by two objects with different electrical charges
coming into contact with each other. An electrical discharge is created to neutralise this
difference, which can damage electronic components and printed circuit boards.
The following measures are generally sufficient to neutralise this difference before contact is
made to protect your equipment from ESD:

Use a grounded wrist strap designed to prevent static discharge.

Keep all components and printed circuit boards (PCBs) in their antistatic bags until ready
for use.

Touch a grounded metal object before removing the board from the antistatic bag.

Do not let components or PCBs come into contact with your clothing, which may retain
a charge even if you are wearing a wrist strap.

Handle a board by its edges only; do not touch its components, peripheral chips,
memory modules or contacts.

When handling chips or modules, avoid touching their pins.

Put the motherboard and peripherals back into their antistatic bags when not in use.

Task 1 F

Using your preventive maintenance schedule produce in Task 1 A to carry out a routine
preventive maintenance on a computer system. All health and safety procedures should be
followed.

Evidence should be produced were possible.

Computer Health and Safety


Although it is unlikely that computer equipment will be dangerous in itself, it can be used in
ways which can be a hazard to health of staff. This article provides an overview of the relevant
law and risks relating to computer health and safety and provides some guidance on avoiding
problems.

The Law

The number of computers in the workplace has increased rapidly over the last few years and it
is now quite normal for most staff in voluntary organisations to be exposed to computer usage.
The Health and Safety at Work Act lays down legal standards for computer equipment and
requires employers to take steps to minimise risks for all workers. Workers have received
substantial damages for injuries caused through use of computers where the employer could
have foreseen the risk but did nothing about it.

The main regulations covering the use of computer equipment include:

Health & Safety (Display Screen Equipment) Regulations 1992

Management of Health & Safety at Work Regulations 1992

Provision and Use of Work Equipment Regulations 1992

Workplace (Health, Safety and Welfare) Regulations 1992

Improving health and safety practice should be taken seriously, although it need not take much
time or expense. Measures employers should take include:
Understanding the law - make sure someone in your organisation has a health and safety brief
covering all areas, not just computers.

Being aware of the health risks - the government officially recognises some of the risks although
there are some grey areas you'll need to make up your own mind about.

Assessing the risks - using procedures set out in the law - be systematic and get help if you need
it. Get a health and safety audit done by a competent organisation if necessary.

Taking steps to minimise the risks - this may only involve taking simple measures.

Training all users to recognise the risks - if people aren't aware of the dangers they can't take
adequate precautions to protect their health.
Taking users views seriously - if users feel there is something wrong there often is.

The Risks

With the increase in computer use, a number of health and safety concerns related to vision
and body aches and pains have arisen. Many problems with computer use are temporary and
can be resolved by adopting simple corrective action.

Most problems related to computer use are completely preventable. However it is important to
seek prompt medical attention if you do experience symptoms including:

Continual or recurring discomfort

Aches and pains

Throbbing

Tingling

Numbness

Burning sensation

Or stiffness

Seek help even if symptoms occur when you are not working at your computer.

Laptop computers can present particular problems due to small screens, keyboards and inbuilt
pointing devices (e.g. a small portable mouse or touchpad). Prolonged use of laptops should be
avoided. If using a laptop as a main computer (i.e. use as a normal desktop computer in
addition to use as a portable), it is advisable to use the laptop with a docking station. This
allows an ordinary mouse, keyboard and monitor to be used with the laptop.

The main risks associated with using computers include:

Musculoskeletal problems

Eye strain and a greater awareness of existing eye problems


Rashes and other skin complaints have also been reported, although it is thought these
are caused by the dry atmosphere and static electricity associated with display units
rather then by the display units themselves. There are potential risks from radiation
though this is a contentious area.

Musculoskeletal problems

These can range from general aches and pains to more serious problems and include:

Upper limb disorders such as repetitive strain injury (RSI) tenosynovitis (Tenosynovitis is the
inflammation of the fluid-filled sheath (called the synovium) that surrounds a tendon.
Symptoms of tenosynovitis include pain, swelling and difficulty moving the particular joint
where the inflammation occurs. When the condition causes the finger to "stick" in a flexed
position, this is called "Trigger Finger.") and carpal tunnel syndrome - by far the most important
as it can quickly lead to permanent incapacity

Back and neck pain and discomfort

Tension stress headaches and related ailments

These types of problem can be caused by:

Maintaining an unnatural or unhealthy posture while using the computer

Inadequate lower back support

Sitting in the same position for an extended period of time

An ergonomically poor workstation set up

Eye strain

Computer users can experience a number of symptoms related to vision including:

Visual fatigue

Blurred or double vision

Burning and watering eyes

Headaches and frequent changes in prescription glasses


Computer work hasn't been proven to cause permanent eye damage, but the temporary
discomfort that may occur can reduce productivity, cause lost work time and reduce job
satisfaction. Eye problems are usually the result of visual fatigue or glare from bright windows
or strong light sources, light reflecting off the display screen or poor display screen contrast.

Prevention is better than cure

Several relatively straightforward precautions can be taken by computer users to avoid


problems:

Avoiding Musculoskeletal problems


General precautions to avoid musculoskeletal problems include:
Taking regular breaks from working at your computer - a few minutes at least once an
hour

Alternating work tasks:

Regular stretching to relax your body

Using equipment such as footrests, wrist rests and document holders if you need to

Keeping your mouse and keyboard at the same level

Avoiding gripping your mouse too tightly - hold the mouse lightly and click gently

Familiarise yourself with keyboard shortcuts for applications you regularly use (to avoid
overusing the mouse)

It is also important to have your workstation set up correctly. Your workstation includes
monitor, keyboard, mouse, seating, desk, and where appropriate, footrest (to enable you to put
your feet flat if they would otherwise not reach the floor), wrist rest, and document holder.

Monitors should:

Swivel, tilt and elevate - if not use an adjustable stand, books or blocks adjust the height

Be positioned so the top line of the monitor is no higher than your eyes or no lower than 20°
below the horizon of your eyes or field of vision

Be at the same level and beside the document holder if you use one

Be between 18 to 24 inches away from your face


Keyboards should:

Be detachable and adjustable (with legs to adjust angle)

Allow your forearms to be parallel to the floor without raising your elbows

Allow your wrists to be in line with your forearms so your wrists does not need to be flexed up
or down

Include enough space to rest your wrists or should include a padded detachable wrist rest (or
you can use a separate gel wrist rest which should be at least 50 mm deep)

Be placed directly in front of the monitor and at the same height as the mouse, track ball or
touch pad

Chairs should:

Support the back - and have a vertically adjustable independent back rest that returns to
its original position and has tilt adjustment to support the lower back

Allow chair height to be adjusted from a sitting position

Be adjusted so the back crease of the knee is slightly higher than the pan of the chair
(use a suitable footrest where necessary)

Be supported by a five prong caster base

Have removable and adjustable armrests

Have a contoured seat with breathable fabric and rounded edges to distribute the
weight and should be adjustable to allow the seat pan to tilt forward or back

Tables and desks should:

Provide sufficient leg room and preferably be height adjustable

Have enough room to support the computer equipment and space for documents

Be at least 900 mm deep

Have rounded corners and edges


Avoiding Eyestrain

Precautions that can be taken to avoid eyestrain include:

Exercising the eyes by periodically focusing on objects at varying distances

Blinking regularly

Keeping the air around you moist - for example using plants, open pans of water or a
humidifier (spider plants are said to be particularly good for this and removing chemical
vapours from the air)

Adjusting the screen height / seating so that when sitting comfortably your eyes are in
line with the top of the monitor screen

Adjusting the brightness control on your monitor for comfort

Adjusting the contrast on your monitor to make the characters distinct from the
background

Adjusting the refresh rate of your monitor to stop it flickering

Positioning monitors to avoid glare (e.g. not directly in front of windows)

Keeping your monitor the screen clean

Keeping the screen and document holder (if you use one) at the same distance from
your eyes

Servicing, repairing or replacing monitors that flicker or have inadequate clarity

Regular eye testing - do this at least once every 2 years and more frequently if necessary -
especially if you are experiencing eye problems related to using display equipment. Indicate the
distance from your eyes to the monitor to your optician and talk to them regarding special
lenses or the use of bifocals.

Computers are an essential tool in the work of most organisations. Although problems can
occur through their use, with the proper equipment, ergonomic workstation design, proper
techniques and working practices, the risk of problems can be greatly reduced.
The law places certain responsibilities firmly with the employer, however, as individuals there
are practical measures we all can and should take to avoid harming our health.

Cleaning:

Mouse – make sure that the power to your computer is off when you do this. Remove the plate
that retains the ball. Just twist it in the direction of the arrow, when you remove the mouse ball
retainer is the tracking ball.

If you're holding the mouse on an angle, the first thing you may see is the tracking ball rolling
under the desk, but it's pretty bulletproof. Use a lint free cloth to remove any dirt on the ball.

With the mouse ball removed, you can just see both rollers at the same time, the black shapes
at 10:00 and 1:00 in the picture to the right, with the lint wrapped around them.

The enemy of the mouse is lint, or dust, which eventually spins itself into fairly solid strings that
eventually gum up the mouse motion.

Some mice use more spring loading ticks than others to keep the rollers in contact with the ball,
so keep an eye on springs popping out, but in most cases, mice are built pretty rugged and
there's nothing to hurt during a cleaning.
The cup shape in the center is just to help position the ball in the mouse. The ideal tool for the
job is tweezers.

You just peel a little off, pull it out if you have small fingers the loosened lint out.

You can also let it drop to the bottom then flip the mouse over and tap it out on your hand. If
you loose some lint into the mouse, it's no big deal, just blow it out of the way.

You don't need to start cleaning the rollers with a cu-tip (spelling) and alcohol, just getting rid of
the majority of the lint will fix any problems.

Once the rollers are clean replace the clean ball back into place and put the plate back on the
bottom of the mouse and twist clockwise until it locks into place.
Keyboard -

Turn your computer off.

Disconnect the keyboard.

Gently turn the keyboard over and shake to remove loose dust and particles.

Use the compressed air to blow between keys and dislodge dirt trapped underneath.

Turn the keyboard over again and shake to remove loosened dirt.

Put a small amount of cleaner on the cloth or swab. They should be slightly damp to avoid
dripping liquids into your keyboard.
Gently clean keyboard keys and other surface areas. Do not use abrasives or scraping action on
the keys, or you may risk removing their labels.

If there is still grime around the edges of the keys, try using an alcohol-based wipe or a small
amount of rubbing alcohol on a dust free cloth. Once again, this may remove or damage the
letters on top of the keys, so proceed with caution.

Allow the keyboard to dry, if necessary, before plugging it back into your computer.

Some hints and tips to help:


Never submerge the keyboard in water.

Sticky fluids under the keys are nearly impossible to remove. Consider buying a new
keyboard.

Some keyboard keys may be removable. Read the directions that came with your
computer/keyboard before attempting to remove keys.

Some keyboards are dishwasher safe. If you have a consistent problem with spills and
dirt, consider purchasing one of these.

What You Need to clean the keyboard:

Dust-free cloth or cotton swab


Gentle cleaner (water with a few drops of dish detergent work just fine)
Can of compressed air (available at most office supply stores)
Alcohol wipes or rubbing alcohol

Internal (PC) - You will need to have a can of compressed air or a small air compressor, plus a
screwdriver if you must remove screws to open your machine. A small vacuum might come in
handy for cleaning up the mess you make around the computer, but should never be used
inside it. Wearing a dust mask is optional, but can save you a bit of sneezing if your machine is
over due for cleaning.

Turn off your computer and any surge protectors or alternate power sources it may be
connected to. Most computers also have a "master power switch" on the back. Although the
majority of users simply leave this switch on, flip it to the off position for extra safety.
After your machine is shut down, unplug all cables connecting it to external components and
power sources. Do not leave any cables connected to your computer while you clean it,
especially power and monitor cords.

If you have not cleaned your computer in a while (or ever), it would be a good idea to move to a
suitable workspace. While you can clean your computer where it sits, this usually isn't ideal.
Despite what you might assume, the job can be very messy and you'll want to work somewhere
where you can adequately ventilate dust.

Once you have a suitable workplace, open your computer. This will vary greatly depending on
your machine. If you have a user's manual, consulting it would be a good idea. Most machines
have screws holding a side panel down. After removing these, you can then slip the side off
your machine.

After opening the computer, get your can of compressed air, or ready your air compressor.
Additionally, you might want to wear a dusk mask. Never touch the inside of your computer
unless it is absolutely necessary. You may discharge a static shock to vital internal components
and damage them. If you must touch the inside of your machine, discharge any static by
tapping your finger to the computers metal case before unplugging it.

Use your compressed air to blow out the inside of the machine. It is usually a good idea to start
on the upper region of the computer, then work your way down. In this manner you can sweep
out all the dust that settles on lower components in one run. Do not worry if you cause the
blades of internal fans to spin. This is expected and it is important to keep these components
clean. Be thorough, but do not press on cords or components. Also keep your air source a
moderate distance from the component you're working on.

Always hold your can of compressed air upright. If inverted, it can be let out as a liquid which
can cause severe damage to your computer.

The heat sink sits over the Processor, and it is a collection of metal ridges that stick up away
from the Motherboard. If this fan does not function properly, the processor will overheat and
possibly be ruined.
Once you are sure it is cleaned thoroughly, carefully replace the sides. Do not try to force them
into place.

The initial run will churn up a lot of particulates. Depending on your workspace, you may need
to get a small vacuum and clean the area around the computer. Do not use a vacuum on the
inside of the computer. You might want to consider leaving your machine open while you do
this. Airborne dust inside the computer will begin to settle and you can make your effort
exceptionally productive if you make a second run.
After you've finished dusting, replace the side of your machine and any screws. Once the
machine is tightly shut, return it to its usual spot and reattach the power cord and other cables.
(You might consider cleaning this entire area to remove excess materials that can contribute to
dust intake.) If you flipped the master power switch on the back of your machine off, be sure to
turn it on again or your machine will not start. A clean computer will run significantly cooler and
last much longer than a computer clogged up with dust and debris.

Waning:

Never use a feather duster, Swiffer-type product, or vacuum inside your computer. Such tools
can generate static charges which have the ability to fry internal components. (Using latex
gloves is another way of making sure that you don't fry the computer, also do not work in an
area where static charges are frequent such as the carpet or Styrofoam mats)

Blowing on the inside of your computer is not recommended. This does very little and you run
the risk of accidentally spitting on internal components. You might also churn dust up into your
face.

Never touch internal components. It is not necessary to touch anything inside your computer
while cleaning it. The less contact you make the better.

Although the process above is very safe, dusting can still lead to anomalous errors.

While rare, dusting can sometimes cause just the wrong particle to settle in just the wrong
place. However, the benefits of cleaning out your computer far outweigh the risks. In addition,
NOT cleaning your computer can eventually lead to overheating and component failure.

Always hold the can of compressed air upright. An inverted can of compressed air can let out
bursts of liquid which can damage electronic components.

Monitor –

Turn off the monitor. If the screen is dark, it will be easier to see the areas that are dirty or oily.
Use a dry, soft cloth and very gently wipe the screen. A great choice would be the microfiber
type of cloth used to clean eyeglasses. See Tip #1 below for kinds of cloths to avoid.

If the dry cloth did not completely remove the dirt or oil, do not press harder in an attempt to
scrub it off. Pushing directly on the LCD screen can often cause pixels to burn out.

If necessary, dampen the cloth with distilled water or with an equal ratio of distilled water to
white vinegar. See Tip #2 below for products to avoid.

Many companies also sell small spray bottles of special cleaner for flat screen monitors but the
vinegar mixture is usually just as effective.

The plastic edge that surrounds the screen can be cleaned with any multipurpose cleaner but
take care to avoid contact with the screen itself.

Hints and Tips to help:

Avoid using paper towels, toilet paper, tissue paper, or something like your shirt to wipe
the LCD screen. These non-ultrasoft materials can easily scratch the screen.

Avoid cleaning products that contain ammonia, ethyl alcohol, acetone, toluene, ethyl
acid, or methyl chloride. These chemicals can react with the materials that the LCD
screen is made of which could yellow the screen or cause other kinds of damage.

Never spray liquid directly on the LCD screen or it could run inside the monitor and
cause damage.
The computer has just been bought back to a specified state and the Firewall is turned on
without automatic updates and anti virus protection turned on

Firewall and auto updates are turned on, no anti virus turned on

Anti virus software being installed


Registering the product Anti virus installation continued

Drivers being installed for the system software Running the program

Activating the anti virus software Activation of software not completed


Activation of system software activating Anti-Virus software is active and configured with
updates installed

Security center is showing that firewall, automatic updates and virus protection are all on.
Device manager showing that all devices are functioning properly and all drivers are up to date.

Analysing hard drive to see if it needs defragging Defragmentation program running


Disk management showing that all drives are present and functioning properly and healthy,
Defragmentation in progress

Selecting drives to clean up using Disk Cleanup

Selecting files to cleanup Conformation of cleanup Disk check/Error checking

Selecting performance and start Warning message to restart computer


System virus scan complete Backup settings for making backup of the system

Selecting the destination of where backup is going to saved

Backup wizard complete Backup of the system completed


Restore backup file made Restored backup of system

Task 1 G

Carry out a remedial maintenance task on a computer system.

Defragmentation
Used to restore all files/folders to their rightful places where they belong.

Task 2

Task 2 A
Recognise common symptoms and problems

List common problems, symptoms and solutions that you may come across as a technician.

Monitor –

Problem:

No power

Focus band

Horizontal line

Vertical line

Intermittent fading out

Loss of horizontal or vertical hold

Changing colours

Solution:

Test monitor with good power cable, on cold start you should here a clunk when you
turn on the power switch, test on a known good computer; possible bad fuse,
110volt/220volt switch set to 220 volts, power supply failure, or fly back transformer
failure.

It is possible that the focus needs adjustment, or you have failed fly back transformer, or
a bad CRT tube.

Possible bad solder joint at yoke signal connector, failed yoke, failed vertical output
transistor, failed vertical IC.

Possible bad solder joint at yoke signal connector, failed yoke, failed horizontal output
transistor, failed horizontal IC.

Possible bad CRT, failing capacitor, IC, resistor or other component, could be bad solder
connection.

Could be failed potentiometer, bad solder joint, bad capacitor, and failing signal cable.
Could be a bad solder joint on CRT board of colour, failed colour potentiometer or
transistor, bad signal cable.

Keyboard -

Problem:

Individual key does not work.

No keys work.

Num. Lock light is on at power up, no keys work.

No lights on light display or individual light does not work.

When a program is run certain keys do not work.

Keyboard is locked up, mouse works.

Keyboard is locked up, mouse not working.

Solution:

Could be dirty or damaged key switch, failing keyboard logic board, cable bad system
board or a solder joint on the keyboard logic board at the key switch.

Failing keyboard logic board, damaged cable, bad system board.

The key lock is in lock position, bad key lock, failing keyboard logic board, damaged
cable, bad system board.

Could be bad LED, failing keyboard logic board, damaged cable, bad system board.

Could be that the program is giving the keyboard a different setup for different keys,
problem is in the software.

Failing keyboard logic board, damaged cable, bad system board.

Failing keyboard logic board, damaged cable, bad system board.

Mouse –
Problem:

Cursor does not move, buttons do not work.

Both buttons do not work.

One button does not work.

Cursor does not move left or right.

Cursor does not move up or down.

Cursor moves erratically.

Solution:

Failing mouse logic board, damaged cable bad serial board, and bad system board.

Failing mouse micro switches, failing mouse logic board, damaged cable, bad serial
board, bad system board.

Damaged plastic button, failing mouse micro switches, failing mouse logic board,
damaged cable, bad serial board, bad system board.

Dirty ball, dirty rollers, bad movement sensor or LED, failing mouse logic board,
damaged cable, bad serial board, bad system board.

Dirty ball, dirty rollers, bad movement sensor or LED, failing mouse logic board,
damaged cable, bad serial board, bad system board.

Dirty ball, dirty rollers, bad movement sensor or LED, failing mouse logic board,
damaged cable, bad serial board, bad system board.
Computer –

Problem:

No power, screen is black, fan is not running, LED is not lit.

Clicking, chirping, or thumping sound.

Intermittent power off.

Beeping on boot.

Screen is completely dark, fan is running.

Internal floppy drive runs continuously.

Floppy drive does not operate.

CD drive does not operate.

Will not boot to floppy diskette/CD ROM.

Disk/disc will not eject.

Internal hard drive doesn’t operate, it is not spinning up.

Rom basic not present, invalid system disk/disc, invalid command interpreter or flashing
cursor.

Fixed disk controller error.

Printer will not print.

Scanner will not work.


Solution:

Check powers cord, try a known good cord. Verify monitor is functioning. Check power
supply output voltages with a meter, red wires=5vdc, yellow=12vdc, check to see if the
fan is running, if it is running then the power supply is good, if not replace the power
supply. Remove all components one at a time, hard drive, floppy drive, cd drive, etc., to
see if one of the components is shorted out. Replace the system board is all components
are good.

Replace power supply, if problem reoccurs replace system board.

Check that the ac power cord is plugged into the outlet and the computer properly.

Check air vents to be sure that they are clear. Thermal protection circuitry may shut
system down, also check the cooling fan to see that it is operating, if it is not, replace
the fan, or if the fan is in the power supply, replace the power supply, or the fan.

Replace the power supply. It is a common problem in the power supply to have bad
soldered connections on the circuit board sometimes on the output wire connections,
sometimes on high heat components.

This is a PC hardware failure indicator. First disconnect hard drive power and data cables
and restart computer. If the chord sound continues, disconnect the floppy drive cables
and restart. If the problem still occurs, reseat the memory. If it still is occurring replace
system board.

Test monitor by replacement, failing video board or system board.

Replace diskette/disc with known good diskette/disc. First check that the FDD/IDE cable
and power cable is seated properly. Then if the problem is still present, replace FDD/IDE
cable, the floppy/CD drive.

Replace diskette/disc with a good one. Clean drive sensors and heads, check to see if
heads are not damaged. Check that the FDD/IDE cable is seated properly. Replace
FDD/IDE cable, then the FDD/CD drive and system board.

Replace diskette/disc with a good one. Clean drive sensors and heads, check to see if
heads are not damaged. Check that the FDD/IDE cable is seated properly. Replace
FDD/IDE cable, then the FDD/CD drive and logic board.
Check to see if there is something is not jammed in the drive, like some kind of forein
object. Check to see if FDD/IDE cable is seated properly. If then the problem still present
then replace the drive and cable.

The cause may be from lack of proper cooling and ventilation. The symptom of a hard
drive not spinning up is called stiction or static friction. It is a condition in which the
drive heads are stuck to the platters in a way that the platter motor cannot overcome
the sticking force and spin the drive up for operation. You can tell if you have the
stiction problem if you listen to the hard drive and no motor noise is heard, also the
hard drive lights should light up.

This problem occurs when the system has been shut off for a week or more or the drive
has been run under very hot conditions and suddenly shut off and left off for a long
period of time. There are steps to take to revive a drive with the stiction problem. First,
turn the power on then off repetitively, this may break the heads loose from the platters
and the drive may spin up. If this does not work, try banging on the side of the computer
with your hand, don’t bang too hard, you don’t have to break the case or your hand. If
this doesn’t work , open the cover and remove the hard drive and place it on a piece of
cardboard or paper on the floor and spin it counter clockwise a number of times, be
sure not to drop or suddenly jar the drive. If all of this fails, take the drive in your hand
and bang on it lightly. If this still does not work bang real hard on the drive. Another
problem with hard drives is head crash where the heads hit the platter surface and
damage themselves or the platter, this can happenif you bang or jar the hard drive too
much, of course if the heads are frozen to the platters this will not happen. If none of
this works replace your hard drive.

Floppy or hard drive is missing dos system files, boot up with a known good dos boot
diskette/disc, at a: prompt, <a: sys c: or <a:sys a:.

Possible bad hard drive, invalid cmos setup for the hard drive, bad hard drive controller,
and bad system board.

Check the cables, serial board, and system board.

Task 2 B

Design a form that can be used to elicit information from customers to help identify faults to
their systems.

Customer Call Loging Sheet


Agent: Date: Time: Clients Name:

Problem:

Advise Given: Essculated To:

Outcome:

Customers may not be computer literate and it is very important to get the correct/revevant
information from them to identify the problem/issue and resovle the matter imediately.

Above is a form designed to record relevent information from the customer.


Task 2 C

Use the form designed in Task 2B to collect information on a fault.

Customer Call Logging Sheet


Agent: P.Gared Date: 23/3/10 Time: 16:06 Clients Name: Mrs. B Asher
Problem: Computer running slow, takes too long to load and run any program, customer is getting frustrated with problem.
Advise Given: To regularly clean their registry, empty cache files Escalated To: Problem resolved with agent, no escalation
and update software. Generally, a visit to process needed.
Start/Accessories/System Tools (in Windows XP)
does the trick. Disk cleanup and disk
defragmentation usually take a few hours and are
well worth the down time. The tools needed to
check your system (computer management and
system performance) are under Administrative
Tools
Outcome: Computer running faster and everything functioning as it should.

The form above has been filled during a discussion with a client/customer.
Task 2 D

Analyse information gathered on to diagnose and locate faults.


Complete form from 2B and report on fault.

Customer Call Logging Sheet


Agent: P.Gared Date: 23/3/10 Time: 16:06 Clients Name: Mrs. B Asher
Problem: Computer running slow, takes too long to load and run any program, customer is getting frustrated with problem.
Advise Given: To regularly clean their registry, empty cache files Escalated To: Problem resolved with agent, no escalation
and update software. Generally, a visit to process needed.
Start/Accessories/System Tools (in Windows XP)
does the trick. Disk cleanup and disk
defragmentation usually take a few hours and are
well worth the down time. The tools needed to
check your system (computer management and
system performance) are under Administrative
Tools
Outcome: Computer running faster and everything functioning as it should.

The faults on her computer could have been caused by bad maintenance of the machine and there for the fan could be clogged with
dust gathered from a long period of time, dust gathered on heat sink which is causing the Chipset to over heat. The best way to
resolve this is to clear the dust with a can of compressed air to blow away the dust from the components inside without damaging
anything interior.
Task 3

Task 3 A

Produce a flow chart showing a systematic approach to fault finding.

This is an Example of the flow chart

(Ref: ELSEVIER Second Edition PC Systems, Installation and Maintenance by R.P Beales, Page
351)
These charts show the systematic approach to fault finding:

No power when push start


up button

Check cables for any


Check the fuse in the plug Check the cables are
damages preventing the LOOK AT CHART BELOW
to see if it has blown connected properly
power up

If no power is still present


Check what amp you need If there is still no power Secure all connections and If any cable is damaged then you will have to
and change the fuse check the power cable ports replace with new cable replace the power unit
inside the computer

System boot up
screen don’t appear

Check that the hard Check the BIOS to see


If start up screen still
drive is connected if the hard drive is
not showing then
properly and that the recognized and
replace hard drive
cables are not loose connected

System is working slower than


usual, programs and files taking
longer to load

The system could be infected The system could have loads of


The system could be by virus such as a worm and unused files that are no longer
fragmented and needs to be needs anti viral program needed and using memory that
defraged updates to be sorted out to get needs to be free to allow the
rid of the worm system to run faster
Task 3 B

Write a report about referring faults to others.

Finding faults can be so simple and yet frustrating to find in some cases where the problem
could be a loose cable or damaged one where you could not seem the damage a first glance it’s
not till you remove the cable and thoroughly check the cable that you see the problem.

You could also have loose connectors which will cause problems with hardware functioning
properly which then you would either need to secure the connector or install a PCI card which
has the connector of what you need.

Consulting with fault logging sheets can also help when fault finding to patterns/trends
occurring and able to identifying them enabling to resolve the issue/problem in question.

Check that all cables/ribbons are fully inserted to there socket’s as some times they can be
come dislodged and need to be pushed back into their sockets. If you are dealing with RAM or
PCI cards then you’ll need to be wearing an Anti-Static Wrist Strap/Band to prevent any electro
static discharge and blow the components.

If any of the faults cannot be identified or repaired then you’ll need to replace the piece of
faulty part of the computer. Some times you can send the piece that has the fault to a
specialised person to fix the item and identify the fault, if they cannot find the fault and cannot
repair the faulty piece they will need to send it to someone who is an extreme expert in
repairing computer equipments.

Task 3 C

Describe the escalation process.

When and how it should be implemented

On the next page is a flow chart showing the escalation process and detailed description of the
escalation process
Technical
Support
Center

Verify Support
Entitlement

Escalation Business
Requested No Critical Escalation
Services Requested Yes
Yes

Yes

Authorized
No
Support
Partner

Severity
Duty 1 or 2? Yes
Manager First
Line
No
Support

Advanced
Yes Line
High Support
Business
Impact?

Back
Line
Support
Yes
No

Product
Engineering

Duty
Manager

Dedicated Virtual Problem


What is this?

A guideline with examples for how a team can use "escalation processes" to raise project issues
to higher authorities for timely resolution. An escalation process ensures that the next level of
management is informed (often within a specific period of time), if an issue cannot be not
resolved at the lower level.

Why it’s useful

Although a team should strive to resolve as many issues and conflicts internally as possible,
some issues can be serious enough to need attention from people outside the team, including
upper management. Defining escalation approaches early on helps everyone knows how big
issues will get resolved and what role they will be required to play.

Typical project situations requiring escalation include conflicting resource demands threatening
project staffing, group dependencies not being met, scope disagreements, and issues with
functionality of the project's deliverables nearing release time.

How to use it

Teams use and document escalation procedures with varying degrees of formality depending
on the organization's size and culture and the size of the project.

Read the guidelines to find situations that apply to your projects.

View the examples to determine what formality of processes are most appropriate for your
projects.

Decide whether to document escalation processes as part of your project plan or in some other
form.

Set expectations with your team—what kinds of issues should be escalated by team members
to the project manager, and which issues the PM will raise to the project sponsor.

Ensure your team members understand how and when to use escalations, feel comfortable
with the process, and are ready to raise issues quickly.

Benefits

Rapid problem resolution

Improved communication

Minimal downtime
When should an escalation be initiated?

For customers and partners who hold a valid support services contract, an escalation may be
initiated when, after working through our standard support processes and with our teams, you
are not satisfied with the level or timeliness of service you have received. Additionally, an
escalation should be initiated when there is tangible impact to your production environment, or
there is high risk to the business operations.

What is the process for escalating my case?

The entry point into the escalation process is through your local Technical Support Centre.
When connected, please ask for the Duty Manager.

Have any relevant case numbers available to help us quickly identify the case owners.

Advise the Duty Manager of the situation including what actions you feel are required from
help centre, production dates or deadlines that may be adversely affected, and any other
anticipated business impact if the case is not promptly resolved. The Duty Manager is
empowered to make a judgment on next steps. If the problem can be solved easily and by a
single management action, the Duty Manager will typically take direct responsibility for
resolving the issue.

However, if the situation is complex and has the possibility of a severe business impact, the
Duty Manager can assign a dedicated Escalation Manager who will assume ownership of the
problem and become your management point of contact during the escalated condition. For
Business Critical Services customers, the Duty Manager will inform your Business Critical
Account Manager who will assume the role of Escalation Manager.

The Escalation Manager has access to a dedicated team of global escalation leaders who are
empowered to maintain the momentum of resolving the case. These leaders will, where
appropriate, engage the right executives within the company/call centre.

Escalation Team Key Roles and Responsibilities

The Escalation Manager leads a Virtual Problem Management Team of call centre specialists
including the following technical and management staff:

Duty Manager

Entry point to the escalation process


Owns resolution of less complex issues

Is responsible for ascertaining the business impact of the situation, based on the information
you provide

Responsible for assigning an Escalation Manager for critical situations

Escalation Manager

Your advocate during the escalation process

Owns the problem and the overall action plan

Is responsible for customer satisfaction

Leads the escalation team

Obtains additional resources, as needed

Obtains your approval for the action plan

Works to ensure that all parties are properly informed throughout the escalation

Technical Support Engineer

Assigned to develop, document, communicate and coordinate the technical action plan

Identifies need for additional technical assistance

Monitors technical progress for the escalation and provides regular updates to the escalation
team

Ensures solutions and workarounds are delivered in a timely manner

Engineering provides specialized technical expertise up to, and including, product code
adjustments as required to satisfy our contractual commitments.

What can I expect during an escalated status?

You and your assigned Escalation Manager will collaborate and develop a communication plan.
As needed, a technical plan of action will be co-developed to ensure resolution of the technical
issue. The Escalation Manager will update and inform internal stakeholders, including your
account team and call centre executives, of case progress. Your Escalation Manager works as
your advocate internally and will become a virtual member of your own problem resolution
team.

What criteria does a call centre use for closing my escalation?

An escalation will be considered closed if it meets one or more of the following requirements:

The initially agreed upon objectives have been achieved

A satisfactory monitoring period has elapsed without problem recurrence

The escalation has been reviewed and agreement reached to downgrade the case severity level

You have agreed that the issue is resolved

A mutually accountable decision has been made that the issue cannot or will not be resolved
and this has been communicated to all parties

As part of our continuous improvement process, your escalation will be documented and
reviewed to help the call centre determine the steps that led up to the escalation and how
recurrence can be eliminated. If you have any concerns about how your situation is managed,
ask to speak to a Global Escalation Manager.
Task 4

Task 4 A

State the activities that should be undertaken to restore a PC to a specified performance.

Once a computer has been repaired, it is necessary to put it back to the same state before it
was repaired. There are two potential states:

1. The state it was when it was installed

2. The state it was after use by the customer

The restore implies that were some specific tasks down prior to repairing the machine.

These include:

Identification of the computer

Settings specific to the computer (network)

Modifications to the computer (logs to show)

User alterations

The PC is the ghosted back to its original state and the settings configured to either your own
performance or to the customers, then updates must be performed for each piece of software
and hardware to function properly.

Such things that need to be done for this are:

Defragmentation

Error checking

Update all drivers

Run all updates for software/systemware


Run restore wizard from the backup made of the computer before any errors or faults
occurred

Task 4 B

Create a plan of the activities to be undertaken to restore specified performance to ensure the
PC is performing as good as it was before the repair.

Name of Technician: Pass or Fail Recommended Actions


Steven Peters Taken
Computer boots up Failed Check BIOS, hard drive
successfully without not installed so
any error replacing the faulty
hard drive with a new
hard drive. Reboot the
computer and is
functioning perfectly as
the computer
recognizes the new
hard drive.

Check the device Passed All drivers are updated


manager for non-
functional devices
Check display Passed Graphics are all
properties are set to configured properly
required resolution
and colour settings
Check the Firewall is Passed Is turned on and set for
turned on Automated/Automatic
updates
Check the printer is Passed Printer is connected
connected to the and Functioning
network and properly recognised on
working/functioning the network
correctly (accessible to everyone
on the network)
Check time and Date Passed Time & date are set to
settings are correct (GMT) Greenwich
Mean Time : Dublin,
Edinburgh, Lisbon,
London

Check Anti-virus Passed Anti-Virus configured


software is installed , and functioning
configured and properly. No virus
functions correctly infections
Check that all drives Passed All drives are
are accessible accessible on the PC
and network
Check to see if you Passed Copy & Paste can be
can copy and paste performed from drive
file/folder to and to drive with
from drives files/folders

Task 5

Implement procedures to restore systems and equipment following the diagnosis of in-service
faults.

Using the plan created in task 4B restore PC

Problem: Found a fault with the Hard Drive

Solution: Replace Faulty Hard Drive with New Hard Drive

The computer boots up without errors occurring


All devices are fully functional with no errors found

Screen resolution and colour settings are configured properly


Anti – Virus software configured and functioning properly

Firewall configured, turned on and functioning properly


Time and Date configured and functioning

All drives can be accessed on the computer and network


Printer connected and accessible via the network

Copy and Paste allowed from Drive to Drive


Task 6

Task 6 A

Create a test plan to show the PC is performing to the highest standard.

Performance Test Plan


Test Pass/Errors Actions/comments
Check BIOS settings Passed/No errors BIOS settings are
are correctly configured properly
configured
Check the device Passed/No errors All devices are
manager for non- functioning properly
functional devices.
Check the DVD drive Passed/No errors Draw is functioning
draw properly
Check CD auto run Passed/No errors Auto run is
functions correctly functioning as normal
Open the file Passed/No errors All functioning
manager, resize the allowing you to
window, minimize, perform these tasks
maximize the window without errors
occurring
Check all drives can Passed/No errors All drive are
be accessed from File accessible
Manager
Check display Passed/No errors All colours and
properties are set to resolution
required resolution configurations
and colour settings configured Properly
Task 6 B

Provide evidence showing PC testing.

Key Passed Failed

Tests performed Screenshots Results


Boot up

Windows
Loading

Defragmentation
Disk Check/Error
Check

Device Manager
for non
functioning
devices

Backup Wizard
Restore Wizard

Firewall on with
Automatic
updates on

Anti-Virus on and
configured with
Auto updates on

Screen
Resolution
Printers & Faxes

Disc Cleanup

Control Panel
All drives
accessible and
functioning

Task 6 C

Report on any discrepancies in performance and explain why they have occurred.

There was a problem with the hard drive where the operating system would not load
and only the boot screen showed. To find the fault with the drive I had to turn the power
off and disconnect the hard drive to identify the problem, the problem was that a node
was missing from the drive and had to replace it with another hard drive. After installing
the hard drive close the case and turned the power on the computer booted up
perfectly.

When the operating system loaded I checked device manager to see if there was any
yellow ? appeared indicating that some drivers need to be updated, there were none
showing so I set the screen resolution for better viewing.
.

Books used for research:


Computing for Seniors (Pages 49-51Emails & Attachments)

The Complete Idiot’s Guide To PCs(Page 182 File Management)

The P.C Support Handbook (Page 449 identifying support trends)

PC Systems, Installation and Maintenance (Page 382 peripheral faults)


MCSE Windows 2000 Network Infrastructure For Dummies (Page 60 ip addressing and
subnet masks)

Windows XP For Dummies (Page 332 printer problems)

The Unofficial Guide to Microsoft Office 2007 (Page 6 Errors with office 2007)