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Slide 3
Slide 4 – Chapter 9 Worksheets and Activity
There are four worksheets and one activity included in Chapter 9. These
worksheets are available at the bottom of associated pages of course content
and by clicking on the “Labs” link in the Index window of Chapter 9.
• 9.1 Worksheet: Security Attacks (Research computer crime and security
attacks. Describe the incident. Explain if the incident could have been
prevented and if so, list the precautions that might have been used.)
• 9.2.1 Worksheet: Third-Party Anti-Virus Software (Research four different
third-party anti-virus software programs. Record details of each.
Recommend one for purchase.)
Slide 4 • 9.2.3 Activity: Adware, Spyware, and Phishing (Match each of the words
(adware, spyware, and phishing) to the appropriate definition.)
• 9.4.2 Worksheet: Operating System Updates (Research updates available
for a particular operating system. List the configuration options for updating
the OS and select one method over the rest.)
• 9.5.2 Worksheet: Gather Information from the Customer (Gather
information from the customer in a troubleshooting incident.)
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IT Essentials v4.0 Chapter 9 Instructor Professional Development Speaker Notes
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IT Essentials v4.0 Chapter 9 Instructor Professional Development Speaker Notes
Slide 23
Slide 24 – 1. Gather Data from the Customer
9.5.1 Review the troubleshooting process
• The first step in the troubleshooting process is to gather data from the
customer. All of this information is recorded in work order.
• Open-ended questions cannot be answered with “yes” or “no” answers.
The purpose of open-ended questions is to allow the customer to explain
the history of the problem and the details of when the problem happened in
their own words. Utilizing open-ended questions may take a long period of
time and may not give the technician the specific details needed to
troubleshoot the problem.
Slide 24 • Examples of open-ended questions:
• When did the problem start?
• What problems are you experiencing?
• Is there anything else you can tell me about the problem?
• What websites have you visited recently?
• What security software is installed on your computer?
• What were you doing when the problem was identified?
• Have any unexpected visitors been in your work area?
• What changes were made to the security settings on your computer?
• Closed-ended questions can usually be answered with “yes” or “no”
answers. Closed-ended questions guide the customer to the specific
details about the computer and the error messages. This type of question
can help a technician focus in on an error and locate the exact problem
once a potential solution is being tested. However the technician may not
ask the exact question needed to obtain the details of the problem.
• Examples of open-ended questions:
• Has anyone else used your computer recently?
• Is your security software current?
• Have you scanned for viruses?
• Did you open any attachments from a suspicious e-mail?
• Have you changed your password recently?
• Have you received error messages on your computer?
• Have you shared your password?
• When a customer is not able to accurately describe the problem, there are
other ways to evaluate the situation in the next steps of the troubleshooting
process.
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IT Essentials v4.0 Chapter 9 Instructor Professional Development Speaker Notes
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IT Essentials v4.0 Chapter 9 Instructor Professional Development Speaker Notes
Slide 32
Slide 33 – Activities for Instructor Training
These activities are suggested for use in instructor training.
1. Take the Quiz provided in Chapter 9 course content.
2. Conduct Internet research to pre-screen online resources for students to
use in completing the following student worksheets:
• 9.1 Worksheet: Security Attacks
• 9.2.1 Worksheet: Third-Party Anti-Virus Software
• 9.4.2 Worksheet: Operating System Updates
3. Consider the student worksheet, 9.5.2 Gather Information from the
Customer. This activity is designed to help the student understand how to
Slide 33 condense information gathered from the customer’s report of a problem
and to document the issues. Brainstorm a list of at least 4 additional
troubleshooting scenarios to provide students more opportunities to
practice this skill.
• Each scenario must include the details of the contact information,
the problem description, and the computer configuration
information. For an example of this information, see page 2 of the
worksheet, 9.5.2 Gather Information from the Customer.
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IT Essentials v4.0 Chapter 9 Instructor Professional Development Speaker Notes
Slide 36 – Q and A
Slide 36
Slide 37
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