Copy - CompTIA IT Fundamentals + (ITF+)

CompTIA ITF+ (Exam FC0‑U61)

Certificationis the essential qualification for beginning a career in IT Support

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Guillermina Sámano Gaspar (Instructora CompTIA ITF+)

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Qué vamosa aprender

CompTIA IT Fundamentals (ITF+)

CompTIA ITF+ Exam

Calendario

MTRA. Guillermina Sámano Gaspar

Qué vamosa necesitar

Cómo vamos a aprender

Cómo vamos a evaluar

Índice

CompTIA IT Fundamentals (ITF+) Número de Certificación: FCO-U61

Module 3 / Using Computer Hardware

Module 2 / Using Apps and Databases

Module 1 / Using Computers

Objetivos

Module 5 / Security Concepts

Bibliografía

Module 4 / Using Networks

Examen Final

Objectives

CompTIA IT Fundamentals+ (ITF+)

Completing this course will also help you acquire the knowledge and skills to set up and use a computer at home securely and keep it in good working order and to provide informal support for PCs and simple computer networks to your colleagues in a small business.On course completion, you will be able to:■ Set up a computer workstation and use basic software applications.■ Explain the functions and types of devices used within a computer system.■ Apply basic computer maintenance and support principles.■ Describe some principles of software and database development. ■ Configure computers and mobile devices to connect to home networks and to the Internet.■ Identify security issues affecting the use of computers and networks.

Module 1 / Unit 1Common Computing Devices

Module 1 / Unit 2Using a Workstation

Objectives

Module 1 / Using Computers

□ Describe the basics of how a computer processes data. □ Describe the functions and capabilities of types of computing devices, such as PCs, servers, mobiles, and home automation.

Module 1 / Unit 3Using an OS

Module 1 / Unit 4Managing an OS

Quiz

On completion of this unit, you will be able to: □ Describe the basics of how a computer processes data. □ Describe the functions and capabilities of types of computing devices, such as PCs, servers, mobiles, and home automation.

MODULE 1. Comptia itf+

Module 1. Using Computers

Computadoras

The instructions that a computer follows come from software (computer programs). A basic software environment is established by the computer's Operating System (OS). Software applications, such as word processors, spreadsheet programs, and payroll programs, can be installed within the OSto extend the range of things that the computer can be used to do. Having different software applications means that the same hardware can be put to a variety of uses.

The devices and components that make up a computer system are called hardware. Many parts are contained within the computer's case. Other parts are connected to the computer and are referred to as peripheral devices. Most peripherals allow information to be entered (input) and retrieved (output).

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CompTIA IT Fundamentas+ (ITF+)

Lun 7

Evaluación Inicial

Mar 8

Module 2 / Using Apps and Databases

Module 1 / Using Computers

Module 3 / Using Computer Hardware

Mie 9

Module 4 / Using Networks

Jue 10

Module 5 / Secu rity

Evaluación Final

Vie 11

Module 1. Using Computers

Input, Output, Processing and Storage

The devices and components that make up a computer system are called hardware. Many parts are contained within the computer's case. Other parts are connected to the computer and are referred to as peripheral devices. Most peripherals allow information to be entered (input) and retrieved (output).

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Module 1 / Unit 1 / Common Computing Devices

Module 1, Unit 1, Common Computing Devices

Objectives

• Describe the basics of how a computer processes data
• Describe the functions and capabilities of types of computing devices, such as PCs, servers, mobiles, and home automation

Module 1, Unit 1, Common Computing Devices

Information Technology

Definition.

An Information Technology (IT) system is one that processes, stores, and transfers information. Information can take many different forms including words, numbers, pictures, sound, or video. These can all be represented in an IT system using nothing more complicated than the binary digits one and zero. When information is stored and processed like this, it is often referred to as data. An IT system could use computers, the telecommunications network, and other programmable electronic devices. In fact, because of the importance of communications in IT, the term ICT (Information and CommunicationsTechnology) is often used in preference to IT.

Computer Hardware and Software A computer is a system that manipulates data according to a set of instructions. Three elements are required for a computer to perform useful tasks: hardware, software, and the computer's user.

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Module 1, Unit 1, Common Computing Devices

Computer, Hardware and Software

Computer is...

• Hardware
• Components within the system case
• Peripheral devices
• Software
• Operating System (OS)
• Applications/apps
• User interfaces

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Module 1, Unit 1, Common Computing Devices

Basics of Computing and Processing

Data, CPU, RAM ...

• User selects a command or inputs data
• Command or data is converted into simple instructions by the applications software and OS
• Instructions are stored in system memory—Random Access Memory (RAM)
• Central Processing Unit (CPU) retrieves each instruction or data file from memory and processes it
• CPU then writes the result back to memory and directs other components to perform actions
• Digital data is binary (1s and 0s)
• Transistors in CPU and RAM can have on or off states that represent 1 or 0

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Module 1, Unit 1, Common Computing Devices

Input, Output, Processing & Storage

• Input
• Peripheral devices
• Mice, keyboards, scanners, cameras, and microphones
• Processing
• Memory
• CPU
• Software instructions
• Output
• Peripheral devices
• Monitor or loudspeaker system
• Storage
• Hard disks or optical discs (media that does not need a power supply to store data persistently)
• Networks

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Module 1, Unit 1, Common Computing Devices

Personal Computers

Mainframes, PC, Laptop, Tablet, Smartphone

• IT in business started with mainframe computers in the 1960s and 1970s
• Very large (based on racks of circuit boards)
• No 1:1 interface with users
• Personal Computer revolution of the 1980s
• Microprocessors (“computer on a chip”) allowed smaller computers that could be operated directly by the user
• IBM PC
• Intel CPU
• Windows OS
• Internet revolution of the 1990s and 21st century
• Laptops
• Tablets
• Smartphones
• Internet of Things (IoT)

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Module 1, Unit 1, Common Computing Devices

Desktop & Workstation

• Computer case with peripheral devices
• Easy to modify and upgrade
• CPU speed
• Memory capacity
• Disk storage capacity
• Optional components
• Ergonomics
• All-in-One PCs

Module 1, Unit 1, Common Computing Devices

Servers

• Server can mean any computer providing services
• Server-class hardware supports many users and is very reliable
• Redundancy and fault tolerance
• Rack-mounted form factors

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Module 1, Unit 1, Common Computing Devices

Laptops

• Self-contained units
• Integrated input (keyboard and touchpad) and output (screen and speakers)
• Size and weight
• Display type
• Input devices
• Power source
• Components
• Networking

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Module 1, Unit 1, Common Computing Devices

PC and Laptop Vendors

OEM & ODM

• Original Equipment Manufacturers (OEM)
• PCs and laptops
• Dell, Hewlett-Packard (HP)/Compaq, Lenovo (previously IBM's PC division), Acer, and Huawei
• Laptops and hybrids
• Samsung, Sony, Toshiba, and Asus
• Apple
• Chromebooks
• Servers
• Dell, HP Enterprise (HPE), and Lenovo

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Module 1, Unit 1, Common Computing Devices

Smartphones and Tablets

• Handheld computers
• Derived from early Personal Data Assistants (PDA) and “feature phone” cell phones
• Input via touchscreens
• Solid state storage
• Different formats and sizes
• Smartphone (4.5-5.7”)
• Phablet (5-7”)
• Tablet (7-10”)
• Hybrid laptop/tablets
• Vendors
• Smartphone market is dominated by Apple and Samsung
• LG, HTC, Huawei, Motorola/Lenovo, Microsoft, Nokia, Sony, and Amazon

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Module 1, Unit 1, Common Computing Devices

The Internet of Things (IoT)

• Home automation
• Hub with voice control
• IoT wireless (Z-Wave, ZigBee, or Bluetooth LE)
• Thermostats
• Security systems
• IP cameras
• Home appliances
• Streaming media
• Modern cars and drones
• Medical devices

Module 1, Unit 1, Common Computing Devices

Gaming Consoles

• Same sort of components as a computer
• Gaming pads
• Vendors
• Sony (PlayStation)
• Microsoft (Xbox)
• Nintendo (Wii and Switch)
• Handheld consoles
• Nintendo 3DS and Switch
• Sony Vita

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Module 1, Unit 1, Common Computing Devices

Review

• Describe the basics of how a computer processes data
• Describe the functions and capabilities of types of computing devices, such as PCs, servers, mobiles, and home automation

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Module 1, Unit 1, Common Computing Devices

Review

• Describe the basics of how a computer processes data
• Describe the functions and capabilities of types of computing devices, such as PCs, servers, mobiles, and home automation

True or false? All types of computers use CPU and system memory.

What type of computer is most likely to need peripheral devices?

Why don't laptops make good servers?

What type of computer is best suited for using in a job where you have to make notes and be able to move around easily?

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Module 1, Unit 1, Common Computing Devices

Review

• Describe the basics of how a computer processes data
• Describe the functions and capabilities of types of computing devices, such as PCs, servers, mobiles, and home automation

Why isn't a smartphone a good tool for writing a report?

What type(s) of IoT appliance are less likely to be controlled via a home automation hub?

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What is The CompTIA ITF+ Exam?

CompTIA ITF+ Exam

The CompTIA ITF+ (FC0-U61) exam will certify the successful candidate has the knowledge and skills required to identify and explain the basics of computing, IT infrastructure, software development and database use. In addition, candidates will demonstrate their knowledge to install software, establish basic network connectivity and identify/prevent basic security risks. Further, this exam will assess the candidate’s knowledge in the areas of troubleshooting theory and preventative maintenance of devices. This exam is intended for candidates who are advanced end users, are considering a career in IT, and are interested in pursuing professional-level certifications, such as A+.” International, vendor-neutral certification that is taught at colleges, universities and commercial training centers around the world Recognized by the technology community as a valuable credential that proves foundation-level competency with PC support. Up to 75 questions in 60 minutes Passing score: 650 on a scale 100-900

Module 1/ Unit 2 / Using a Workstation

Usando una Estación de Trabajo

Module 1, Unit 2, Using a Workstation

Objectives

• Set up a computer system with regard for safety and healthy working practices
• Navigate an OS and use input devices effectively

Module 1, Unit 2, Using a Workstation

Setting up a Personal Computer

• Check contents
• Read instructions
• Position devices and cables
• Trip hazards
• Air flow
• Usability
• Connect peripherals
• Connect power cables
• Power on

Module 1, Unit 2, Using a Workstation

Ergonomic Concepts

1. Proper keyboard and mouse placement
2. Sitting position and monitor placement

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Module 1, Unit 2, Using a Workstation

Navigating an OS

• Signing in to the computer
• Launching software applications
• Managing data files
• Configuring the system

Module 1, Unit 2, Using a Workstation

Using The Desktop and Taskbar

• Desktop shortcuts
• Taskbar
• Start/Windows button
• Pinned icons
• Notification area
• Start Screen/Start Menu

Module 1, Unit 2, Using a Workstation

Using the Start Screen

• Main interface for Windows 10
• Press Start key
• Works as desktop for mobile hardware
• Tiles
• Apps
• Instant search

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Module 1, Unit 2, Using a Workstation

Customizing the Start Screen and Taskbar

• Pinning apps
• Grouping tiles
• Start Screen and Taskbar settings (Personalization

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Using a Mouse or Touchpad

• Selecting and opening icons
• Selecting menu commands
• Using a shortcut menu
• Drag and Drop
• Scrolling

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Module 1, Unit 2, Using a Workstation

Using a Keyboard

• Typing ordinary text
• Touch typing finger positions
• Keyboard layouts
• Special/command keys
• ENTER/RETURN
• CTRL and ALT
• TAB and ARROW keys
• SHIFT
• NUM LOCK and keypad
• START (Windows key)
• SHORTCUT key
• FN keys
• BACKSPACE and DELETE

Module 1, Unit 2, Using a Workstation

Using a Touchscreen

• Gesture support and on-screen keyboard
• Typical gestures
• Tap—pressing once is the same as a left mouse click
• Tap and hold—right-mouse click
• Pinch and stretch—pinch together to zoom in or move apart (stretch) to zoom out
• Swipe
• Swiping from a particular screen edge performs different actions
• Swiping within an app window can also perform custom actions
• Swiping down from the top of the app window usually refreshes the content

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Module 1, Unit 2, Using a Workstation

Recognizing Desktop Icons

• File

• Shortcut

• Folder

• Application

• Device

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Module 1, Unit 2, Using a Workstation

Working with Windows

Module 1, Unit 2, Using a Workstation

Review

• Set up a computer system with regard for safety and healthy working practices
• Navigate an OS and use input devices effectively

What should you do before attempting to set up a new computer system?

When setting up a desktop computer, what factor should you consider when deciding on the location of the system case?

You have to sign in to Windows—does it matter if the CAPS LOCK light on the keyboard is activated?

What factors should you consider when positioning input and output devices?.

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Module 1, Unit 2, Using a Workstation

Review

• Set up a computer system with regard for safety and healthy working practices
• Navigate an OS and use input devices effectively

You have to open a word processing application but you cannot see an icon on the desktop. What should you do?

Your colleague has to run many applications at the same time and finds it difficult to know which icon to choose when switching between them. What alternative method could you suggest?

Your colleague is using a laptop and you notice that he laboriously clicks the mouse repeatedly to scroll through the document you are co-editing. What technique could he use to be more productive?

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Module 1, Unit 2, Using a Workstation

Labs

Lab 1 / Setting up the Computer Lab 2 / Navigating the Windows User Interface

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Module 1 / Unit 3 / Using an OS

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Module 1, Unit 3, Using an OS

Objectives

• Distinguish between different types of operating systems designed for workstations, servers, mobiles, embedded systems, and virtualization
• Identify commonly used commercial and open source operating systems, such as Windows, macOS, iOS, Linux, Chrome, and Android
• Use a browser to view websites

Module 1, Unit 3, Using an OS

Module 1, Unit 3, Using an OS

Functions of an Operating System

• Interface between user and computer
• Shell
• Graphical User Interface (GUI)
• Command line
• Interface between applications and hardware
• Kernel and devices drivers
• Utilities
• 32-bit versus 64-bit
• Application compatibility
• System health and functionality
• Data management

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Module 1, Unit 2, Using a Workstation

Workstation, Server and Mobile Device OS

• Workstation OS
• Microsoft Windows, Apple OS X/macOS, Linux, and Chrome OS
• Enterprise client
• Network OS (NOS)
• Home client
• Mobile device OS
• Apple iOS and Android
• Tied to hardware
• Server OS
• Windows Server, Linux, or UNIX
• Same code base as workstation equivalent
• Network server applications and client licensing
• Command line operation

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Module 1, Unit 3, Using an OS

Open Source versus Commercial

• Commercial OS
• User must purchase license
• Proprietary code kept secret by vendor
• Microsoft Windows, Apple macOS, Apple iOS
• Open source OS
• Programming code freely published and can be reused (with some conditions)
• Might still be used as the basis of commercial products
• UNIX, Linux, Android

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Module 1, Unit 3, Using an OS

Embeded OS

• Embedded systems perform quite specific tasks (compared to general purpose PC/laptop/smartphones)
• Static environment
• Time-sensitive operation
• Very high reliability requirement
• Real Time Operating Systems (RTOS)

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Module 1, Unit 3, Using an OS

Firmware

• Type of software that is very closely tied to the function of hardware
• Not designed to be changed often

• PC/laptop firmware
• Basic Input/Output System (BIOS)
• Unified Extensible Firmware Interface (UEFI)
• Many other components have embedded firmware
• Graphics adapters, disk drives, network adapters, printers,...

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Module 1, Unit 3, Using an OS

Virtualization

• Running multiple OS on a single computer
• Host computer
• Hypervisor
• Type I/”bare metal”
• Type II
• Guest OS/Virtual Machines (VM)

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Module 1, Unit 3, Using an OS

Microsoft Windows

• Estimated to run on 90% of desktops and laptops
• Client and server editions
• Released in many different versions over the years

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Module 1, Unit 3, Using an OS

Windows 10

• First released in 2015
• Windows 10 Anniversary Update (1607)
• Fall Creators Update (1709)
• Spring Creators Update (1803)
• Designed to run on both PC/laptops and smartphone/tablet/hybrids
• Estimated market share of about 33% in 2017/2018

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Module 1, Unit 3, Using an OS

Olders Windows Versions

• Windows 8 (2012)
• First version with Start Screen/touch-enabled interface
• Windows 8.0 (no Start button!)
• Windows 8.1 (Start button back)
• Not widely adopted (about 7% market share)
• Windows 7 (2009)
• Last version with the Start Menu interface
• Still very widely used (43% market share)
• Windows Vista (2007)
• Preceded Windows 7 but never widely adopted
• Windows XP (2001)
• Once very widely adopted but security problems have seen it drop to 5%

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Module 1, Unit 3, Using an OS

Windows Editions

• Each Windows version made available in different editions
• Windows 10 Home—consumer and Small Office Home Office (SOHO) business use
• Windows 10 Pro—small and medium-sized businesses
• Windows 10 Enterprise/Windows 10 Enterprise (Long Term Servicing Channel)—similar to the Pro edition but designed for licensing by medium and large enterprises
• Windows 10 Education/Pro Education—variants of the Enterprise and Pro editions designed for licensing by schools and colleges
• 32-bit versus 64-bit
• Windows 10 Mobile

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Module 1, Unit 3, Using an OS

Apple mac OS

• Apple Macintosh computer hardware
• Mac OS – can only be installed on Apple Mac hardware
• Versions
• OS X
• macOS
• “dot” updates

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Module 1, Unit 3, Using an OS

Apple IOS

• Runs on iPhone and iPad hardware only
• Currently version 11/12
• Version updates can drop support for older hardware models

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Module 1, Unit 3, Using an OS

UNIX, LINUX and Chrome OS

• UNIX
• Developed in parallel by various institutions
• Contains proprietary/copyright/patented code
• Linux
• Derived from UNIX but fully open source
• Multiple distributions (distros)
• SUSE, Red Hat, Fedora, Debian, Ubuntu, Mint
• More widely deployed as a server than desktop OS (about 2% market share)
• Chrome OS
• Derived from Linux to run Chromebook and Chromebox hardware
• Designed to work with web applications rather than locally-installed software

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Module 1, Unit 3, Using an OS

File Explorer / Windows Explorer

• File management interface
• This PC / Computer
• Network

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Module 1, Unit 3, Using an OS

Windows Settings

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Module 1, Unit 3, Using an OS

Control Panel

• Configuration options (applets) for earlier Windows versions (and some aspects of Windows 10 and Windows 8)
• Category and list views

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Module 1, Unit 3, Using an OS

Advanced Management Utilities

• Power” menu
• START+X
• Right-click Start button
• Consoles and tools for more advanced configuration

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Module 1, Unit 3, Using an OS

Using a Web Browser

• Choosing a browser
• Edge/Internet Explorer (IE)
• Mozilla Firefox
• Google Chrome
• Apple Safari
• Web browser features
• Address bar
• Tabbed browsing

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Module 1, Unit 3, Using an OS

URL's, Websites and Hyperlink's

• Uniform Resource Locator (URL)
• Web address
• Tells browser how to locate a page or resource
• Websites and web pages
• Site navigation and hyperlinks

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Module 1, Unit 3, Using an OS

Using Browser Controls

• Back
• Forward
• Stop
• Refresh
• Address bar
• Setting the home page

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Module 1, Unit 3, Using an OS

• Distinguish between different types of operating systems designed for workstations, servers, mobiles, embedded systems, and virtualization
• Identify commonly used commercial and open source operating systems, such as Windows, macOS, iOS, Linux, Chrome, and Android
• Use a browser to view websites

Review

What function of an operating system is performed by the "shell?"

What type of file in an OS is the main means of providing coordination of hardware components?

What type of computing device(s) is macOS designed for installation on?

What is an example of an open source operating system?

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Module 1, Unit 3, Using an OS

• Distinguish between different types of operating systems designed for workstations, servers, mobiles, embedded systems, and virtualization
• Identify commonly used commercial and open source operating systems, such as Windows, macOS, iOS, Linux, Chrome, and Android
• Use a browser to view websites

Review

True or false? Windows 10 is the first 64-bit edition of Windows.

You have to open a file located on a network server. What should be your first step?

What key combination can you use to force the browser to ignore any locally cached files when refreshing a page?

What is the technical term for a web address?

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Module 1, Unit 3, Using an OS

Labs

• Lab 3 / Browsing a Website

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Module 1 / Unit 4/ Managing an OS

Administrado un Sistema Operativo

Module 1, Unit 4, Managing an OS

Objectives

• Distinguish between different types of operating systems designed for workstations, servers, mobiles, embedded systems, and virtualization
• Identify commonly used commercial and open source operating systems, such as Windows, macOS, iOS, Linux, Chrome, and Android
• Use a browser to view websites

Module 1, Unit 4, Managing an OS

Management Interfaces

Regedit, Consoles, Command prompt...

• Control Panel/Windows Settings
• Management consoles
• Computer Management default console
• Custom consoles with selected snap-ins
• Registry Editor (regedit)
• Command prompt and PowerShell
• Linux configuration files

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Module 1, Unit 4, Managing an OS

Task Manager

Apps, Background processes

• Processes and threads
• Use Task Manager to monitor and control processes (and other performance indicators)
• End or “kill” a process that is not responding

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Module 1, Unit 4, Managing an OS

Service Management

System, Storage, Services

• Typical application processes run in a window that the user can interact with
• Services are processes that run in the background
• Support functionality of OS and many applications
• Start, stop, and configure services via the Services snap-in

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Module 1, Unit 4, Managing an OS

Task Scheduler

• Automate execution of processes
• Use schedules or other triggers

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Module 1, Unit 4, Managing an OS

Memory and Disk Management

• System memory
• Volatile, meaning that it is only preserved while the system is powered up
• System memory is provided by Random Access Memory (RAM) modules
• Mass storage
• Preserves data when the system is turned off
• Primary fixed disk - hard disk or a Solid-State Drive (SSD)

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Module 1, Unit 4, Managing an OS

Memory Management

• Mostly controlled by the OS
• Monitor memory usage to see if upgrade is required
• Monitor how processes use memory to detect leaks and other faults

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Module 1, Unit 4, Managing an OS

Virtual Memory / Pagefile

• Use space on a fixed disk to supplement system RAM
• Can be configured via System properties

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Module 1, Unit 4, Managing an OS

Disk Management

• Create partitions and file systems on fixed disks to make them usable by the OS
• Can also format removable and external disks

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Module 1, Unit 4, Managing an OS

Command Line Interfaces

• Operate the OS using typed commands rather than GUI
• Commands available depend on the environment
• Windows command prompt (cmd.exe)
• Windows PowerShell
• Linux Bash (Bourne Again SHell)

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Module 1, Unit 4, Managing an OS

Access Control and Protection

• Access control systems ensure authorized use of computers, networks, and data resources
• Users are identified via accounts
• Users access an account by authenticating with credentials know or held only by them
• Accounts are assigned privileges or rights to do things

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Module 1, Unit 4, Managing an OS

Account Type and UAC

• Administrator versus standard user accounts
• Least privilege
• Allocate as few rights and permissions to accounts as possible
• User Account Control (UAC)
• Too many people use administrator accounts all the time
• UAC requires explicit authorization to perform a “protected” task

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Module 1, Unit 4, Managing an OS

Creating and Managing User Accounts

• Microsoft versus local accounts
• Account settings app (password, picture, etc)
• Local Users and Groups snap-in

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Module 1, Unit 4, Managing an OS

Review

• Use GUI and command-line management interfaces to configure an operating system
• Explain the importance of access control features and configure user accounts

What is the registry and how does it distinguish Windows and Linux?

What term is used to describe terminating a process that is not responding to user input?

The Task Scheduler allows you to run a process automatically in Windows. What is a widely-used Linux equivalent?

Why might you use the Services snap-in to manage background processes rather than Task Manager?

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Module 1, Unit 4, Managing an OS

Review

• Use GUI and command-line management interfaces to configure an operating system
• Explain the importance of access control features and configure user accounts

What is a CLI?

What part of the system memory setup is most user-configurable?

What two things are configured on a disk to make storage space on the disk available to the Windows OS?

What protection feature in Windows is designed to prevent a script or software from making unauthorized changes to the OS configuration?

What is a CLI?

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Module 1, Unit 4, Managing an OS

Review

• Use GUI and command-line management interfaces to configure an operating system
• Explain the importance of access control features and configure user accounts

True or false? A standard user cannot change their own password.

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Module 1, Unit 4, Managing an OS

Labs

• Lab 4 / Using Management Interfaces
• Lab 5 / Managing User Accounts

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Module 1 / Unit 1 / Common Computing Devices

Module 1, Unit 5, Troubleshooting and Support

Objectives

• Describe basic support and troubleshooting procedures
• Use websites and tools to obtain support and search for advice and help

Module 1, Unit 5, Troubleshooting and Support

Support and Troubleshooting

1. Troubleshooting skills and approach
2. Problem solving and diagnosis
3. Causes, symptoms, and consequences
4. Appreciate priorities and business needs

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Module 1, Unit 5, Troubleshooting and Support

CompTIA Troubleshooting Model

1.

3.

5.

Establish a theory of probable cause (Question the obvious, Consider multiple approaches, Divide and conquer)

Establish a plan of action to resolve the problem and identify potential effects

Identify the problem (Gather information, Duplicate the problem, if possible, Question users, Identify symptoms, Determine if anything has changed, Approach multiple problems individually)

2.

4.

Test the theory to determine the cause (Once the theory is confirmed [confirmed root cause], determine the next steps to resolve the problem, If the theory is not confirmed, establish a new theory or escalate)

Research knowledge base/Internet, if applicable

Module 1, Unit 5, Troubleshooting and Support

CompTIA Troubleshooting Model

6.

8.

Implement the solution or escalate as necessary

Document findings/lessons learned, actions and outcomes

7.

Verify full system functionality and, if applicable, implement preventive measures

Module 1, Unit 5, Troubleshooting and Support

Identifying the Problem

1. Question users and determine changes
2. Duplicate the problem and identify symptoms
3. Approach multiple problems individually
4. Gather information and research symptoms

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Module 1, Unit 5, Troubleshooting and Support

Understanding the Problem

• Question the obvious
• Divide and conquer
• Consider multiple approaches
• Test the theory
• Escalate the problem?

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Module 1, Unit 5, Troubleshooting and Support

Resoving and Documenting the Problem

• Establish a plan of action
• Repair
• Replace
• Ignore (workaround/document)
• Implement the solution
• Verify full system functionality and implement preventive measures
• Document findings, actions, and outcomes

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Module 1, Unit 5, Troubleshooting and Support

Troubleshooting PC Issues

• Startup process
• Basic Input Output System (BIOS)
• Power On System Test (POST)
• Check power / LEDs / sounds of activity
• Multiple beeps – check for cause
• Dark screen - check monitor controls and power
• Peripheral devices – check cables and connectors

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Module 1, Unit 5, Troubleshooting and Support

Getting Support

• Manufacturer documentation
• Online support and driver downloads

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Module 1, Unit 5, Troubleshooting and Support

Windows Help and Tips

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Module 1, Unit 5, Troubleshooting and Support

Technical Support

• Contacting technical support
• Name and contact information
• Software or device you are having trouble with
• Version number (Help > About command)
• Model and serial number
• Purchase date
• Description of the problem
• Using technical community groups

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Module 1, Unit 5, Troubleshooting and Support

Using a Search Engine

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Module 1, Unit 5, Troubleshooting and Support

Review

• Describe basic support and troubleshooting procedures
• Use websites and tools to obtain support and search for advice and help

You are advising a colleague about best practices when troubleshooting. You have identified the following techniques to use to identify a problem: gather information, duplicate the problem, question users, identify symptoms, and approach multiple problems individually. If you are following CompTIA's troubleshooting model, what other piece of advice should you give?

You have asked a senior manager to authorize your plan of action for resolving a fault in a software application. What name is given to the process you are following?

You are setting up a new computer, but it doesn't seem to be working. Should you check anything or contact the manufacturer?

Your computer locks up periodically and feels hot to the touch. Could these things be related?

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Module 1, Unit 5, Troubleshooting and Support

Review

• Describe basic support and troubleshooting procedures
• Use websites and tools to obtain support and search for advice and help

You are looking for content on a topic but your search is returning millions of matches that are not particularly helpful. What two methods could you use to get better search results?

You want to find something on a particular website, but the site does not have a search tool. Could you use a general search engine, and if so, how?

What crucial piece of information would you need when trying to locate support information about a computer system on the manufacturer's website?

If you do not have a support contract, what is likely to be the best option for obtaining advice about a problem with an application?

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Module 1, Unit 5, Troubleshooting and Support

Labs

• Lab 6 / Using a Search Engine

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EVALUACIÓN DIAGNÓSTICO

Preguntas para diagnóstico inicial CompTIA ITF+

EMPEZAR

EVALUACIÓN DIAGNÓSTICA

PREGUNTA 1/5

¿If you need to deliver several files to someone via email, what type of software would you use to bundle them into a single package for easy transmission?

Video

Collaboration

Compression

EVALUACIÓN DIAGNÓSTICA

¡Correcto!

SIGUIENTE

EVALUACIÓN DIAGNÓSTICA

PREGUNTA 2/5

¿Why would a flat file system not be the optimum choice for data storage for an online shopping cart application?

Flat file systes are no longer supported by most programming languages.

A flat file system doesn´t support multiple concurrent users

Flat file systems are not used for permanent and long-term data storage

EVALUACIÓN DIAGNÓSTICA

¡Correcto!

SIGUIENTE

EVALUACIÓN DIAGNÓSTICA

PREGUNTA 3/5

After installing an application, you experience difficulty gettin it to run. What should you do?

Inmediately try to reinstall the program

Wait a day or so because the problem may fix itself

Inspect the properties of thge executable file

EVALUACIÓN DIAGNÓSTICA

¡Correcto!

SIGUIENTE

EVALUACIÓN DIAGNÓSTICA

PREGUNTA 4/5

What is the function of an IF conditional statement in code?

The code can only be used when conditions are true

Part of the code only executes when certain conditions are true

All of the code must execute whe certain conditions are false

EVALUACIÓN DIAGNÓSTICO

¡Correcto!

SIGUIENTE

QUIZ LOREM IPSUM DOLOR SIT

¡Correcto!

SIGUIENTE

EVALUACIÓN DIAGNÓSTICO

PREGUNTA 5/5

¿What type of connection would you use to connect short-range wireless devices such as a keyboard or a mouse to a computer?

RFID

Wi-Fi

Bluetooth

QUIZ LOREM IPSUM DOLOR SIT

¡Correcto!

SIGUIENTE

QUIZ LOREM IPSUM DOLOR SIT

RESULTADOS

1/5

2/5

0/5

0 correctas

2 correctas

1 correcta

3/5

4/5

5/5

3 correctas

4 correctas

5 correctas

BIBLIOGRAFÍA

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02

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03

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04

Est ei erat mucius quaeque. Ei his quas phaedrum, efficiantur mediocritatem ne sed, hinc oratio blandit ei sed. Blandit gloriatur eam et. Brute noluisse per et, verear disputando.

05

¡Lección finalizada!

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Idiomas

Experiencia

spanish

Directora General den GRUPO CTI GO-SALUDMX & ORBNOTE LLC, capacitación y desarrollo de sistemas web, aplicaciones móviles y software ERP.

2021

english

Diretora de Proyectos de Consultoría en proyectos de ciberseguridad, IoT, ERP (SAP, PEOPLESOFT, MICROSOFT)

2013

Directora de Tecnología para proyectos de Sector Gobierno

• CeCertificación ITIL, PMP, MIROSOFT PROJECT, CompTIA A+ , ITF+ SAP MM

CompTIA ITF+, A´, SERVER+, SECURITY+

2009

Gerente de Telecomunicaciónes y Soporte Técnico (SECTOR CONSTRUCCIÓN)

2004

Guillermina Sámano Gaspar

Gerente de Control de Proyectos Coordinadora de Sistemas Jefe de Sistemas Analista de Sistemas

1994

Logros

Cada día una gota de agua para el mar...

Instructora PMP, CompTIA SAP MICROSOFT CISCO

Licenciada en Informática Maestría en Ingeniería

Educación

Maetría en Dirección de Hospitales

2012-2015

UDEM

CURRICULO

1999-2006

Maestría en Ingeniería en Sistemas

LUNAM (Facultad de Ingeniería)

www.deccempresarial.com.mx

Idiomas

Experiencia

spanish

Directora General den GRUPO CTI GO-SALUDMX & ORBNOTE LLC, capacitación y desarrollo de sistemas web, aplicaciones móviles y software ERP.

2021

english

Diretora de Proyectos de Consultoría en proyectos de ciberseguridad, IoT, ERP (SAP, PEOPLESOFT, MICROSOFT)

2013

Directora de Tecnología para proyectos de Sector Gobierno

• CeCertificación ITIL, PMP, MIROSOFT PROJECT, CompTIA A+ , ITF+ SAP MM

CompTIA ITF+, A´, SERVER+, SECURITY+

2009

Gerente de Telecomunicaciónes y Soporte Técnico (SECTOR CONSTRUCCIÓN)

2004

Guillermina Sámano Gaspar

Gerente de Control de Proyectos Coordinadora de Sistemas Jefe de Sistemas Analista de Sistemas

1994

Logros

Cada día una gota de agua para el mar...

Instructora PMP, CompTIA SAP MICROSOFT CISCO

Licenciada en Informática Maestría en Ingeniería en Sistemas (Investigación de Operaciones y Sistemas de Transporte)

Educación

Maetría en Dirección de Hospitales

2012-2015

UDEM

CURRICULO

1999-2006

Maestría en Ingeniería en Sistemas

LUNAM (Facultad de Ingeniería)

www.deccempresarial.com.mx