CIS 285 End User Training and Support Lecture 12 Fall 2021-22 PDF

CIS: 285: End User Training and Support Installing and Managing End-User Technology Mohammed Al Nakshabandi MBA, PMP 2 1 Fall 21-22 11/21/20...

CIS: 285: End User Training and Support Installing and Managing End-User Technology Mohammed Al Nakshabandi MBA, PMP 2 1 Fall 21-22 11/21/202  Review last lecture 11–Product Evaluation Strategies and Support Standards Ch 8 text book) How product and support standards emerged Common tools and methods for evaluating and selecting technology products Information resources and decision-making tools for evaluating and selecting technology products Typical technology product support standards How organizations develop and implement support standards 2 2 Fall 21-22 11/21/202  Lecture 12 Installing and Managing End-User Technology- Outline – Ch 10 of text book t and support standards emerged Major site preparation steps for technology installations Preinstallation site preparation tasks The purpose and contents of a site management notebook Tools needed to install hardware Steps to install and configure hardware, operating systems, networks, and application software Common installation wrap-up tasks Ongoing site management tasks 2 3 Fall 21-22 11/21/202  Lecture 12 Installing and Managing End-User Technology- Outline t and support standards emerged Major site preparation steps for technology installations Preinstallation site preparation tasks The purpose and contents of a site management notebook Tools needed to install hardware Steps to install and configure hardware, operating systems, networks, and application software Common installation wrap-up tasks Ongoing site management tasks 2 4 Fall 21-22 11/21/202  11/21/2024 5 System Installation Overview User support specialists are often responsible for installing computer systems in workplaces. Overview of System Installation tasks 2 5 Fall 21-22 11/21/202  Lecture 12 Installing and Managing End-User Technology t and support standards emerged Major site preparation steps for technology installations Preinstallation site preparation tasks The purpose and contents of a site management notebook Tools needed to install hardware Steps to install and configure hardware, operating systems, networks, and application software Common installation wrap-up tasks Ongoing site management tasks 2 6 Fall 21-22 11/21/202  11/21/2024 7 Preinstallation Site Preparation Checklist of issues – (What) Space requirements – (What) Space constraints – Special furniture – Material storage requirements – Ergonomic issues – Adequate power supply – Power conditioning requirements – Wired/wireless network access – Air conditioning – Lighting problems – Fire-suppression system operational Fall 11/21/202 2 7 21-22 Fall 21-22  ❑ 1. Locating Technology Components (1-3) 8 Locate computer system – Devise strategies to conserve space All in one computer System components – System unit Footprint: length X width (measured in square inches) of desktop PC – Keyboard and mouse: optimal desktop height is 26 to 28 inches from the floor Thin client PC – Display screen: optimal user view is straight ahead or slightly down – Printer: convenient access for loading paper, retrieving print-outs, and clearing jams – Supplies (manuals, ink/toner cartridges, media, printer paper) – Convenient access Tip: Avoid storing paper in damp area Thin client mount/ Zero client 2 8 Fall 21-22 11/21/202  ❑ 1. Locating Technology Components (2-3) 11/21/2024 9 Furniture considerations – Importance of adjustable chair Adjustable: seat height, seat swivel, tilt, backrest, arm rest Waterfall seat edge Five-leg base Carpet protector 2 9 Fall 21-22 11/21/202  ❑ 1. Locating Technology Components (3-3) 11/21/2024 10 Space Constraint Solutions: Wall-mounted flat-panel – Separate worktable – Wall-mounted flat-panel display screen – Keyboard shelf – Extender cables Permit system unit and peripherals to be under or close to, but not on, a user’s desk Keyboard shelf 11/21/202 2 10 Fall 21-22  11/21/2024 11 ❑ 2. Ergonomic Factors (1-7) What is Ergonomics ? Ergonomics is the study of how to design technology (hardware and software) and workspaces to: – Minimize health problems – Maximize worker: Safety Productivity Comfort Job satisfaction 2 11 Fall 21-22 11/21/202  11/21/2024 12 Ergonomic Factors (2-7) Ergonomic Problems – Back or neck muscle pain – Leg pain – Eyestrain and headaches – Wrist and finger pain Repetitive strain injuries (RSI): result from continuous use of joints in a limited range of motion Carpal tunnel syndrome: a common form of repetitive strain injuries that affects wrists and fingers Repetitive strain injuries Carpal tunnel syndrome 2 12 Fall 21-22 11/21/202  11/21/2024 13 Ergonomic Factors (3-7) Ergonomic Solutions Fall 11/21/202 2 13 21-22 Fall 21-22  11/21/2024 14 Ergonomic Factors (4-7) Ergonomic Solutions (continued) 2 14 Fall 21-22 11/21/202  11/21/2024 15 Ergonomic Factors (5-7) Workstation Ergonomics Adjustable table 2 15 Fall 21-22 11/21/202  11/21/2024 16 Ergonomic Factors (6-7) Devices to Address Ergonomic Problems Adjustable tables and work surfaces Wrist rests Adjustable chairs Mouse support rests Footrests Document holders Keyboard shelves Wall-mounted displays Remote keyboards Task lighting Alternative ergonomic keyboards Antiglare screen filters Alternative pointing devices Assistive devices (trackballs and touchpads) Assistive devices: peripherals and software that adapt technology so that users with various physical limitations can be more productive Fall 11/21/202 2 16 21-22 Fall 21-22  11/21/2024 17 Ergonomic Factors (7-7) Impacts of Ergonomic Problems Ergonomic issues are important – Potential for physical injuries – Permanent disabilities – Legal rules and regulations Canadian Centre for Occupational Health and Safety (CCOHS) The Accessible Canada Act (ACA) Tip: Ergonomics is an area where user support specialists can develop special expertise to add value to their employment or résumé 2 17 Fall 21-22 11/21/202  11/21/2024 18 Power Requirements Most small computer systems and networks do not have special electrical power needs Special situations: – Two-prong outlets – Incorrect outlet wiring – Overloaded circuit amperage – Shared circuits – Power stability – Multiple devices Overloaded circuit amperage 11/21/202 2 18 Fall 21-22  11/21/2024 19 Special Power Requirements (1-3) 1. Outlets – Older buildings may have two-pronged outlets Outlet (2 and 3 prong) Require re-wiring Avoid “cheater” plug adapters 2. Outlet wiring – Use outlet tester – Test three-prong outlets “cheater” plug adapters Make sure the hot, neutral, and ground prongs are wired correctly outlet wire testing 2 19 Fall 21-22 11/21/202  11/21/2024 20 Special Power Requirements (2-3) 3. Circuit amperage – Determine the total amperage of devices on each circuit Can each circuit handle its total load? 4. Shared circuits – Install devices on a circuit that does not also service equipment with heavy motors or generators – Tip: A dedicated circuit for hardware devices is preferable Digital Multimeter 11/21/202 2 20 Fall 21-22  11/21/2024 21 Special Power Requirements (3-3) 5. Power stability – Get advice from the local electric utility Use a metering device to measure the quality of power – Power conditioner: a device between computer equipment and its power source that regulates electrical power to keep it within acceptable limits 6. Problems with multiple computers – Especially for servers and high-end workstations – Consult an electrical contractor to verify that the power is adequate and well- conditioned Power conditioner 2 21 Fall 21-22 11/21/202  11/21/2024 22 Tips on Power Cables Avoid: – Stressed cables Too tight (too much tension) Hard bends – Cables on floor or under carpet Use: – Wall-mounted cable conduits (runways) – Protective rubber conduits – Plastic cable ties to bundle cables Hard bends Wall-mounted cable conduits 2 22 Fall 21-22 11/21/202  11/21/2024 23 Specialized Power Devices (1-2) Use an electrical power strip for convenient access but not as an extension cord Surge suppressor: a protective device to reduce damage to equipment due to power surges and spikes Some installations have critical power needs to reduce downtime and increase uptime – Downtime: the number (or percentage) of hours (minutes) per week or month when the system is unavailable – Uptime: the number (or percentage) of operational hours (minutes) per week or month Examples: – Hospital critical care unit – Online financial transaction processing system – The cost of downtime in these examples is critical Surge suppressor Fall 11/21/202 2 23 21-22 Fall 21-22  11/21/2024 24 Specialized Power Devices (2-2) Server UPS An uninterruptible power supply (UPS) is an electrical device that includes: – Power conditioning circuits – Battery backup A UPS provides backup power and time for connected equipment to be shut down correctly – Prevents damage to hardware, software, and data due to abnormal termination – The larger the battery capacity, the longer equipment will operate under UPS power Data Center UPS 2 24 Fall 21-22 11/21/202  11/21/2024 25 ❑ 3.Network Access Determine the location of access points before installation in case extension cables are needed to reach the installation site Identify the type of network access: – Dial-up modem – Satellite – DSL (digital subscriber line) – Cable modem for broadband service – -Fiber-optic cable – T1 or T3 direct lines – Wireless 11/21/202 2 25 Fall 21-22  11/21/2024 26 ❑ 4.Air Conditioning May be required in locations where a large number of devices will be installed in close proximity – Physically small office – Training room – Computer lab facility – Network server – High-end workstation Consult an HVAC specialist – Determine BTUs of air conditioning capacity required Data Center AC 2 26 Fall 21-22 11/21/202  11/21/2024 27 ❑ 4. Lighting Problems Incorrect office lighting : Can cause of significant ergonomic problems. The lighting level can be too intense, come from the wrong source, or be the wrong type of lighting. The result can be lower worker productivity due to eyestrain or headaches Light intensity – Reduce lighting in over-lit areas (One way by turn off or remove some light fixtures to reduce the amount of glare.) Light source – Position display screen to avoid glare – User should not face light source directly Light type – Florescent bulbs may flicker at same rate as older CRT-type monitors 11/21/202 2 27 Fall 21-22  11/21/2024 28 ❑ 5. Fire Suppression Electromechanical equipment is more likely to cause fires than electronic devices, primarily due to: – Moving parts (spinning disks, printers, scanners, etc.) – Power supply problems If an office does not have an existing fire-suppression system: – Use portable fire extinguishers rated for electrical fires (Class C) – Use Halon-substitute extinguishers Halon-substitute extinguishers Data Center Fire Suppression 2 28 Fall 21-22 11/21/202  11/21/2024 29 Site Management Documentation A site management notebook consolidates important information about technology equipment: – Hardware ̶ Software – Operating system ̶ Network Useful to operate, diagnose, troubleshoot, reconfigure, upgrade, and repair a system and its components Critical in multiple-computer situations where many support staff are likely to work on a variety of components and configurations 2 29 Fall 21-22 11/21/202  11/21/2024 30 Typical Contents of a Site Management Notebook Hardware configuration Operating system configuration Network connectivity configuration Software licenses Application software configuration Special operating procedures Warranty and repair information Problem log Backup media log 2 30 Fall 21-22 11/21/202  11/21/2024 31 Example Supplies Checklist from a Site Management Notebook Fall 11/21/202 2 31 21-22 Fall 21-22  32 Q1 What is the primary purpose of a preinstallation site visit? A. To inspect the hardware after installation B. To test the functionality of the network C. To anticipate and address potential problems before installation D. To train the client on the installed equipment Answer: C Q2 What is the most common form of repetitive strain injury that affects wrists and fingers? A. Tendinitis B. Carpal tunnel syndrome C. Bursitis D. Tennis elbow Answer: C Q3 What is an electrical device that includes power conditioning and a battery backup called? A. Surge protector B. Uninterruptible power supply (UPS) C. Power strip D. Voltage stabilizer – Answer: B Q4 What is a binder that consolidates important information about a system's hardware, operating system, network, software, and facilities management called? A. Operations logbook B. Site management notebook C. Configuration guide D. System reference manual – Answer: B 2 32 Fall 21-22 11/21/202  11/21/2024 33 Common Hardware Installation Steps Major hardware installation steps: – Assemble the tool kit – Unpack the system – Connect the power and signal cables, basic components – Install (optional) upgrades – Power up the system – Test the system – Update the site management notebook 2 33 Fall 21-22 11/21/202  11/21/2024 34 Typical Operating System and Network Installation Steps Make backup copies of existing system and user data Install and configure operating system software – Update device drivers Install and configure network client software – LAN networking – Security software Test network connectivity Perform network administrative tasks – User accounts – Access rights Update the site management notebook 2 34 Fall 21-22 11/21/202  11/21/2024 35 Typical Steps to Install Application Software Is the software compatible with the hardware and network? – Make backup copies of user data files – Choose the type of installation – Configure the application to meet user needs – Install organization-specific utilities, templates, and style sheets – Reboot and test all applications Retain in the site management notebook: – Distribution media – License information – Installation codes (product keys) Installation Type – Express installation (typical or default)- commonly used features – Custom installation (special or expert)- selects the features to install – Minimal installation (laptop or space-saver)- limited HD space available – Full installation (maximum or complete)- All program features Fall 11/21/202 2 35 21-22 Fall 21-22  11/21/2024 36 Application Software Compatibility Issues You need to consider the requirement for – CPU types the software runs on – Space requirements RAM memory Hard drive storage – Software compatibility with: Hardware peripherals Operating system Network environment 2 36 Fall 21-22 11/21/202  11/21/2024 37 Typical Installation Wrap-Up Tasks Document the system settings Back up critical files Create rescue/bootable media Address ergonomic concerns Make sure the user can use the system Update the site management notebook Fill out warranty and registration cards Document any problems Verify that the user is satisfied 2 37 Fall 21-22 11/21/202  11/21/2024 38 Site Management Responsibilities Fall 11/21/202 2 38 21-22 Fall 21-22  11/21/2024 39 Media Backup Media backup: copies files and folders of software and data from a PC’s hard drive onto a separate storage medium – Preserves data in case the original is: Damaged Accidentally deleted Backup sources: Cartridge tapes – Server storage space – User data files Backup media: – A hard drive on a network server – Cartridge tapes (magnetic) – Writeable optical media (CDs and DVDs) – Removable hard drives and USB flash drives – Internet (Cloud) backup services File restoration: a procedure to copy files from backup media to an original or replacement drive – When the original has been erased or destroyed 2 39 Fall 21-22 11/21/202  11/21/2024 40 Security Problems and Challenges Sources of security threats: – Electronic threats arise from attempts to breach information or resources in a system – Physical threats arise from attempts to damage or disrupt equipment or facilities – Internal threats arise from inside an organization ▪ Employees ▪ Users – External threats arise from outside an organization ▪ Clients ▪ Hackers ▪ Public users Fall 11/21/202 2 40 21-22 Fall 21-22  11/21/2024 41 Electronic Threats to Security Viruses, worms, Trojan horses Spam email attacks Unauthorized access Operating system vulnerabilities Malware software Insecure data transmission Tools: password protection, anti-malware software, firewalls, utility software 2 41 Fall 21-22 11/21/202  11/21/2024 42 Physical Threats to Security Theft – Equipment Dissatisfied employees Cartridge tapes Members of the public who are threatened by: – Technology – Bureaucracies Dissatisfied employees 2 42 Fall 21-22 11/21/202  11/21/2024 43 Physical Security Tools Keypad entry locks ID badges and ID cards Biometric readers Biometric readers: hardware devices that can uniquely identify a user through: – Eye patterns ̶ Hand geometry – Fingerprints ̶ Voice recognition – Signature recognition Motion sensors and heat-detection devices Camera systems to monitor facilities Motion sensors Reception desks Metal detectors Metal detectors Physical barriers (walls and windows) Physical barriers Fall 11/21/202 2 43 21-22 Fall 21-22  11/21/2024 44 Disaster and Contingency Planning Sources of disasters: – Power failures – Floods – Fires – Storms – Earthquakes – Tsunamis – Terrorist attacks – Sabotage Risk management: tools and strategies to reduce the threat to an organization from unpredictable, uncontrollable disasters, intentional events and accidents – Helps an organization recover with minimal financial or customer service loss 11/21/202 2 44 Fall 21-22  11/21/2024 45 Disaster Management Tools ❑ A list of tools to reduce the threat to an organization from uncontrollable disasters or accidents, such as fire, floods, and earthquakes are 1. Business interruption insurance: offsets the cost to return to normal operation 2. Engineering inspection: identifies the potential for damage to equipment and facilities 3. Media backups: may be stored off-site to facilitate data recovery after a disaster 4. Disaster/contingency plan: describes activities that will occur if a facility experiences a disruption of service 2 45 Fall 21-22 11/21/202  11/21/2024 46 Preventive Maintenance (1-2) Preventive maintenance: tools and procedures to reduce the likelihood of equipment failure and repair costs Procedures to clean and adjust: – System unit Disk drives Printers Keyboards – Mice Display screen System unit – Remove dust buildup with a vacuum cleaner – Test electronic components with diagnostic software – Test battery strength – Check internal and external cable connections Disk drives – Serviced only by a qualified technician – Usually replaced rather than repaired 11/21/202 2 46 Fall 21-22  11/21/2024 47 Preventive Maintenance (2-2) Printers – Remove dust and paper particles with a vacuum cleaner – Keep the inside free of ink and toner spills Keyboards – Remove dust and dirt particles with a vacuum cleaner or compressed air – Clean the keys with a lint-free cloth and isopropyl alcohol Mice – Clean glides and case on optical mouse – Avoid optical eye opening – Use isopropyl alcohol Display screen – Clean the screen regularly to improve visibility – Avoid using harsh chemical cleaners on LCD panels – An older CRT-type monitor case should be removed only by a qualified repair technician 2 47 Fall 21-22 11/21/202  11/21/2024 48 Computer Supplies Maintain an inventory of: – Printer supplies – Media – Cleaning supplies – Replacement parts Sources: – Local office supply stores – Electronics vendors – Mail-order catalogs – Internet vendors 11/21/202 2 48 Fall 21-22  11/21/2024 49 Managing the Recycling of Computers, Peripherals, and Supplies Equipment replacement poses disposal problems – Hand-me-down strategy – Donate obsolete equipment – Recycle: For use by charitable organizations For salvage value of materials Some supplies and peripherals can be recycled 2 49 Fall 21-22 11/21/202  11/21/2024 50 Q1 What is a device called that can uniquely identify a user through eye patterns, fingerprints, or voice recognition? A. Access card reader B. Biometric device C. RFID scanner D. Security token – Answer: B biometric reader Which software installation option allows a user to select specific components or features to install? A. Express B. Minimal C. Custom D. Full – Answer: c 3. (True/ False) Distribution media include CD, DVD, and download options. Answer: True Q4 What is the term for a process that copies files and folders from a PC's hard disk to a separate medium to preserve them in case of damage or deletion? A. Archive B. Restore C. Backup D. Sync Answer: C Q5 What is the process of using tools and procedures to reduce the likelihood of computer component failure and expensive repair costs called? A. Corrective maintenance B. Preventive maintenance C. System optimization D. Hardware diagnostics 11/21/202 2 50 Fall 21-22  11/21/2024 51 Chapter Summary (1-3) Basic steps to install a computer: – Site preparation – Hardware installation and configuration – Operating system and network installation and configuration – Application software installation and configuration – Wrap-up tasks Site preparation steps for computer installations: – Location – Ergonomic concerns – Power requirements – Network connectivity – Air conditioning – Lighting problems – Fire suppression precautions 2 51 Fall 21-22 11/21/202  11/21/2024 52 Chapter Summary (2-3) A site management notebook organizes information about a system in a convenient location Hardware installers: – Assemble a kit of mechanical tools for installation tasks – Follow safety precautions for work inside a system unit Installers develop checklists of installation procedures for: – Hardware – Operating system and network software – Application software – Wrap-up tasks The ultimate measure of installation success: – Is the user satisfied? 11/21/202 2 52 Fall 21-22  11/21/2024 53 Chapter Summary (3-3) Common facilities management tasks support specialists may perform: – Maintain media backups – Monitor network performance – Track and prevent security threats – Prepare disaster and contingency plans – Perform routine preventive maintenance – Purchase supplies – Recycle used equipment 2 53 Fall 21-22 11/21/202