Sunday, May 31, 2009
ICAS2010A Apply problem solving techniques to routine malfunctions
Troubleshoot routine problems
Overview
This topic is about detecting problems in a computer. In particular, it focuses on the process of troubleshooting, rather than on the use of diagnostic tools. First you'll learn about some of the indicators of normal behaviour in a computer. You'll then look at some potential sources of damage to hardware devices and software.
The remainder of the topic then looks at identifying and rectifying faults systematically and logically.
The problems you might encounter can be generally categorised as either related to hardware or the installed operating system driving the software.
Before you do this topic
Before you do this topic you should be able to:
Determine maintenance requirements.
Have you already done this topic?
This topic applies to a range of study areas, and you may have met it before while studying a different module.
If you think you may have done it before, browse through the contents list, and revise any sections that are particularly relevant to the module you are currently studying. You may also find there is practice activity for you to do in this particular module.
If you have not done it before, work through the material carefully. It contains some fundamental skills which you'll need to demonstrate repeatedly in your future career.
Related topics
This topic is related to:
Provide advice and information on common IT problems
Use system diagnostic tools
Optimise an operating system.
Inside this topic
Normal operation of a personal computer Potential sources of damage to computer hardware and software The first steps towards troubleshooting Some general guidelines for troubleshooting a computer Flow charts A hardware fault finding checklist Toolkit equipment Using diagnostic software Operating system repair Summary
Troubleshoot routine problems
Overview
This topic is about detecting problems in a computer. In particular, it focuses on the process of troubleshooting, rather than on the use of diagnostic tools. First you'll learn about some of the indicators of normal behaviour in a computer. You'll then look at some potential sources of damage to hardware devices and software.
The remainder of the topic then looks at identifying and rectifying faults systematically and logically.
The problems you might encounter can be generally categorised as either related to hardware or the installed operating system driving the software.
Before you do this topic
Before you do this topic you should be able to:
Determine maintenance requirements.
Have you already done this topic?
This topic applies to a range of study areas, and you may have met it before while studying a different module.
If you think you may have done it before, browse through the contents list, and revise any sections that are particularly relevant to the module you are currently studying. You may also find there is practice activity for you to do in this particular module.
If you have not done it before, work through the material carefully. It contains some fundamental skills which you'll need to demonstrate repeatedly in your future career.
Related topics
This topic is related to:
Provide advice and information on common IT problems
Use system diagnostic tools
Optimise an operating system.
Inside this topic
Normal operation of a personal computer Potential sources of damage to computer hardware and software The first steps towards troubleshooting Some general guidelines for troubleshooting a computer Flow charts A hardware fault finding checklist Toolkit equipment Using diagnostic software Operating system repair Summary
Normal operation of a personal computer
There are several ways to identify the normal operation of a personal computer. Most people use diagnostic software packages like PC Tools, Norton Utilities and/or Check It to test a computer. Those diagnostic packages provide user-friendly operations to perform testing of a computer.
However, you can initially make measurable observations of sights and sounds to identify the normal operation of the computer. The table shown below suggests some indications of normal behaviour in a PC.
Device
Sights
Sounds
System Unit
Floppy disk drive activity indicator (light)
Front panel indicators
Power on
Hard disk drive activity
Floppy disk drive mechanisms
Speaker (beep)
Fan
Display Unit (Monitor)
Power on indicator
Screen
Keyboard
Num lock indicator
Caps lock indicator
Scroll lock indicator
Printer
Power on indicator
Online/Ready indicator
Busy indicator
Message display indicator
Tractor feed
Printer head
Laser printer mechanisms
Mouse
When software is loaded, mouse pointer appears on a screen that reflects a correct positioning of a pointer, or other operations of a mouse
Potential sources of damage to computer hardware and software
There are several things that can lead to damage of a computer. These are:
Temperature fluctuations
Cause
Temperature variations (expansion and contraction of components from temperature change) can lead to serious problems.
Damages
Chip creep
Signal traces on circuit boards can be cracked and separated
Solder joints can be broken
Contacts undergo accelerated corrosion
Solid-state components can be damaged
Read and write problems on hard disk drive (expansion and contraction of the platter of hard disk, then data may be written at a different location relative to the track centre
Advice
Ensure a computer operates in correct ambient temperature (refer to User's Manual).
System on: 60-90 °F (15-32 °C)
System off: 50-110 °F (10-40 °C)
Power cycling
Cause
Turning on a cold computer subjects it to the greatest possible internal temperature variations.
Damages
Same as temperature fluctuations
Advice
Power on a computer only once daily. Don't turn a computer on and off several times every day.
Static electricity
Cause
This problem usually appears during winter months when humidity is low or in extremely dry climates where the humidity is low year-round.
Some static-sensitivity problems are caused by improper grounding of computer power.
Damages
Electronic components
Advice
Always use a three-prong, grounded power cord plugged into a properly grounded outlet (an outlet tester can be used to check that it is properly grounded).
Use a grounded static mat underneath a computer, then touch the mat before touching the computer.
Power line noise
Cause
This problem is caused by poor quality power being supplied to a computer system, which creates some spikes and transients (short transient signals of sometimes 1000 V or more).
It can also be caused by sharing a power source with other higher power consuming equipment, such as coffee makers, copy machines or laser printer.
Wire size and length will increase a resistance of a power circuit.
Damages
All system components
Advice
A computer system should be on its own circuit with its own circuit breaker.
A three-wire circuit is a necessity.
To decrease resistance, avoid extension cords unless absolutely necessary and then use only heavy-duty extension cords.
Avoid using too many items on a single outlet.
Radio frequency interference
Cause
Mobile phones, cordless phones, fax machines and any radio transmission equipment
Effects
Sporadic random keystrokes will appear, as though an invisible entity were typing on the keyboard
White spots and lines appears on a screen
Advice
Install specially shielded cables (built-in toroid core cables) outside a system unit.
Phosphor burn on a monitor
Cause
The phosphor on a cathode ray tube can be burned if a stationary image is left on a screen continuously for long time
Damages
Reduces the life of monitor (cathode ray tube)
Advice
Turn both brightness and contrast levels to the minimum.
Use a screen saver which displays different patterns on a screen.
Dust and pollutants
Cause
A power supply fan carries airborne particles through a computer
Food crumbs are attracted by magnetic media, while cigarette ash and smoke are drawn toward disk drives.
Damages
Floppy disk heads
Electronic components (dust on the surface of components prevents necessary heat loss)
Advice
Use power supply unit with air filter (filter must be cleaned and changed periodically)
Water
Cause
On a desktop, coffee/tea spills over a keyboard or into a monitor.
Damages
Keyboard malfunction
Monitor explosion (if a monitor is on)
Advice
Never eat, drink or smoke inside computer room.
The first steps towards troubleshooting
Reflect
Here is a typical scenario reported to the help desk.
A client phones the help desk and reports that the computer hangs each time they try to run a particular application.
What might be the source of the problem?
What steps will you take to find out?
This is the troubleshooter's challenge!
Feedback
Feedback
In all cases where you are trying to troubleshoot a problem, you need to use a logical step-by-step approach. For example, two questions that you would always ask in this situation are:
When did the problem begin?
Has any new hardware or software been added between the time that the problem appeared and when the system was last working correctly?
Here is a list of reasons why a computer might hang each time a specific software application is run. It could indicate:
a corrupted file
an incorrect installation
hard disk failure
a virus
a new application causing conflict
new hardware causing conflict
new device drivers causing a conflict with older software.
Some general guidelines for troubleshooting a computer
Here's a good general list that you can use when a computer develops a fault.
Don't panic
Observe
What are the symptoms?
What conditions existed at the time of failure?
What actions were in progress?
What program was running?
What was on a display screen?
Was there an error message?
What functions are still working?
Use your senses (sight, hearing, smell and touch)
Is there any odour present?
Does any part of system feel hot?
Retry
Is the plug inserted snugly into the computer?
Is the power cord plugged into an appropriate wall power outlet?
Is the wall power outlet working?
Documentation (fill in a pre-designed check list)
What is the computer doing?
What is the computer not doing?
What is being displayed on the screen?
Is there any error message?
What is still operating with everything connected?
Is power still operating on each part of a computer?
Assume one problem
Use correct data and resources
Use relevant technical manuals and information
Use proper test equipment
Diagnose to a section
If a system worked when all peripherals were disconnected, turn power off and reconnect one of the peripherals. Power on and test. If that unit works, turn the power off and reconnect another peripheral. Again, power up and test. Follow this procedure until a unit fails.
Consult your index of symptoms
Using your logbook or any relevant flowcharts in reference books and manuals:
Localise to a stage
Isolate to the failed part
Test and verify proper operation
After diagnosing and rectifying the fault, you need to document it in the logbook for reference in the future.
Flow charts
The most logical process for faultfinding is to construct step-by-step flow charts. They are also useful tools for targeting areas of poor performance and identifying solutions and fixes. Flowcharts graphically represent a process, identifying various inputs and outputs, and this makes them useful tools for those engaged in providing technical support.
The time invested in building flowcharts will give you long-term, cost effective benefits. The flowcharts can be built upon as new types of devices and faults are uncovered and after a while, the charts will become a comprehensive archive of faults and remedies through different service calls.
Flowchart symbols
Traditional program flowcharting involves the use of simple geometric symbols to represent:
the beginning or end of a program (an oval)
a process (a rectangle)
a decision (a diamond)
an I/O process (a parallelogram).
Practise
Microsoft Office has a simple drawing facility with inbuilt flowchart symbols. Have a look at these symbols:
Start Microsoft Word, for example.
Make sure that the Drawing toolbar is turned on
Select Autoshapes
View the Flowchart symbols
Use Word's inbuilt help to investigate the purpose the tools
Practise
Using the general troubleshooting guidelines we've given to design a simple flow chart that you can use as a check list to help you isolate some potential problems with equipment.
A hardware fault finding checklist
Here's a useful checklist that you can use to help you diagnose faults in hardware.
First, consult service level agreements to ascertain if or clarify response time obligations and internal/external responsibilities. Are there any other organisational guidelines you need to follow?
Consult documentation logged from previous related or similar situations. What questions can you ask the user, your colleagues and your supervisor that might assist you in finding a solution.
Observe occupational health and safety precautions eg take anti-static precautions
Check the power supply. Ensure it is working and that it is powering the motherboard.
Try swapping the monitor with a known good one.
Remove all expansion cards. If the machine boots, replace the cards one by one until it doesn't.
Check motherboard for signs of blow components.
Try swapping the CPU with a known good one.
If the video controller is built in, disable it and try another known working video card.
Buy or borrow a POST (power on self test) card.
Check the CPU fan.
Check the RAM chips by swapping them with known good ones.
Disable external cache.
Remember to document everything you do according to organisational guidelines.
Remember to keep safety as your highest priority.
Toolkit equipment
What equipment are you likely to need when carrying out the fault finding? Generally, your toolkit would include the following:
screwdrivers
a range of testing software
serial and parallel loopback connectors
multimeter
known good components
anti-static strap.
Using diagnostic software
There is a wide range of diagnostic tools that can help you with all sorts of computer problems. You will learn more about these tools in the topic Use system diagnostic tools.
The testing of system components and/or performance falls into two categories:
generic.
proprietary
Generic packages and their limitations
The generic tools available to the general public are usually sold as software packages and are very limited. To assess the usefulness of generic software you have to assume that the software supplier has tested their software with all OEM (original equipment manufacturer) hardware and software you may want to test. This is hardly possible, so the user should not be surprised when the results of such packages fail to live up to expectations.
This is not to say the providers of these packages are supplying a defective product - just that they can really only test the functionality of devices and systems functions known to the program writers and this will exclude many proprietary devices. A good example of this would be network interface cards (NICs).
Most of the generic diagnostic packages will probably be able to determine that the NIC is installed in the system, however, if the exact functionality instructions of the NIC are not built into the diagnostic software, an accurate result will probably not be achieved.
This is better understood when considering that the same NIC OEM may provide a different diagnostics utility with each of many similar NICs. If the wrong version of the diagnostics utility is tried with the wrong NIC, even the most basic loop-back test will often fail. This highlights the need to pay close attention to the software provided by OEMs.
Common diagnostic tools
The most common diagnostic tools are the built-in tools such as scandisk, defrag and port loop back tests. When using any of the diagnostic tools, especially the disk checking utilities, the operator and other system users must be considered. As hard drives have become larger in size, the time taken to check them has also increased, to the point where it can take hours to fully complete some of the diagnostics. These checks do need to be carried out regularly but should be programmed to be done at a time outside usual working hours or by arrangement with the users.
The main consideration is to record and/or document all changes made and when they happened. It should be understood that the job was not finished if the documentation was not done. This should be done in accordance with standard organisational guidelines.
Questions
Use of diagnostic tools is covered in another topic. However, you should at least know some of the standard maintenance tools incorporated into Windows operating systems. What are the main ones and what is their general function?
Feedback
Feedback
This depends on the particular version of Windows. However, for a particular operating system, you should find tools such as:
Disk Defragmenter (Defrag) can be run to counter the effects of the uneconomical way Windows accesses and saves data. It allows fragmented files to be consolidated and written to the hard disk
Disk Cleanup is a tool that allows you to test a workstation's hard disk and identify redundant files that may be deleted.
ScanDisk is a utility intended to detect and repair minor disk problems.
...as well as many other tools.
Research
Carry out an Internet search for diagnostic tools that can be used to troubleshoot PCs. Create a reference table that you can refer to later on. Include headings such as the name of the tool, a general description, platform (operating system), price (if available) and so on. You may want to download one or more of these for the next exercise.
Certain well known websites offer these sorts of utilities and many others. Tucows is one such site. (http://www.tucows.com). Search for others or find them listed in popular magazines.
Practise
For this practice, you will need to locate one or more OEM diagnostics tools. Refer to the associated documentation, and design an implementation guide for their use.
If you don't have access to any OEM diagnostic tools, locate some third party tools that will allow the OEM recommendations to be followed.
Practise
A user fault report states that sometimes, the network connection to a printer does not work. Design a test procedure that could be implemented to diagnose this problem. Once the fault has been identified, list the steps you would take to repair the fault with a minimum of disruption to the user.
Operating system repair
If a computer's problem is damage to a system or boot partition, generally you'll need to have on hand:
an emergency repair disk
the operating system disks
recently created backups
Emergency Repair Disk utility - NT/2000
Windows NT and Windows 2000 have a utility called Emergency Repair Disk (ERD). This is a miniature first aid kit! By creating an ERD, you should have a floppy containing all the files needed to repair system partition and many boot partition problems. The ERD is most often used to repair or replace files that are critical to NT's boot process.
An ERD is normally created following setup, to store information about your original system settings. However, you should update it whenever you install new hardware, software or drivers. This section discusses creating an ERD under Windows NT. To recover from an emergency, you would usually also need your Windows Setup disks.
Creating an Emergency Repair Disk (Windows NT)
An ERD is usually created during installation, but additional and updated ERDs can be created using the RDISK.EXE utility.
At the Run command, RDISK/S forces NT to save all current registry settings in memory to \Winnt\System32\Config.
Files contained within an Emergency Repair Disk
You are then prompted for a preformatted disk. The ERD contains the following files:
File
Contents
SYSTEM._
HKEY_LOCAL_MACHINE\SYSTEM compressed
SOFTWARE._
HKEY_LOCAL_MACHINE\SOFTWARE compressed
SECURITY._
HKEY_LOCAL_MACHINE\SECURITY compressed
SAM._
HKEY_LOCAL_MACHINE\SAM compressed
NTUSER.DA_
Default profile, compressed
AUTOEXEC.NT
%winntroot%\system32\autoexec.nt
CONFIG.NT
%winntroot%\system32\config.nt
SETUP.LOG
List of installed files and their checksums
Recovering with the ERD
The ERD does not contain the entire registry, but just enough of it to fix the most common errors. To use the ERD to make repairs, you need the three setup disks used to install NT. The repair process is contained in the following steps.
Reboot the computer using the Windows NT setup disks 1 and 2.
Select R for Repair. A menu appears containing the following options: inspect registry files; inspect startup environment; verify Windows NT system files; inspect boot sector.
Deselect any options you do not wish to use, then continue.
Insert disk 3 and the ERD when prompted.
Research
Find out more about the Emergency Repair Disk facility from the Microsoft site. Enter 'Emergency Repair Disk' in the search window of the site: http://microsoft.com.
Summary
You should now be able to identify features of normal operation of a personal computer and potential sources of damage to hardware devices and software. You have seen how to identify and rectify routine faults systematically and logically.
The problems identified in this topic distinguish those related to the hardware and those related to the operating system driving the software.
Self assessment
Can you answer 'yes' to the following questions? If not, return to the topic for further study.
Can you state some general guidelines for troubleshooting a problem on a personal computer?
Can you state some steps in detecting hardware faults?
Can you list some potential sources of damage to a computer?
Have you learned how to use a logical step by step process for finding a fault?
Can you list some common diagnostic tools and their purpose?
Normal operation of a personal computer
There are several ways to identify the normal operation of a personal computer. Most people use diagnostic software packages like PC Tools, Norton Utilities and/or Check It to test a computer. Those diagnostic packages provide user-friendly operations to perform testing of a computer.
However, you can initially make measurable observations of sights and sounds to identify the normal operation of the computer. The table shown below suggests some indications of normal behaviour in a PC.
Device
Sights
Sounds
System Unit
Floppy disk drive activity indicator (light)
Front panel indicators
Power on
Hard disk drive activity
Floppy disk drive mechanisms
Speaker (beep)
Fan
Display Unit (Monitor)
Power on indicator
Screen
Keyboard
Num lock indicator
Caps lock indicator
Scroll lock indicator
Printer
Power on indicator
Online/Ready indicator
Busy indicator
Message display indicator
Tractor feed
Printer head
Laser printer mechanisms
Mouse
When software is loaded, mouse pointer appears on a screen that reflects a correct positioning of a pointer, or other operations of a mouse
Troubleshoot routine problems
Overview
This topic is about detecting problems in a computer. In particular, it focuses on the process of troubleshooting, rather than on the use of diagnostic tools. First you'll learn about some of the indicators of normal behaviour in a computer. You'll then look at some potential sources of damage to hardware devices and software.
The remainder of the topic then looks at identifying and rectifying faults systematically and logically.
The problems you might encounter can be generally categorised as either related to hardware or the installed operating system driving the software.
Before you do this topic
Before you do this topic you should be able to:
Determine maintenance requirements.
Have you already done this topic?
This topic applies to a range of study areas, and you may have met it before while studying a different module.
If you think you may have done it before, browse through the contents list, and revise any sections that are particularly relevant to the module you are currently studying. You may also find there is practice activity for you to do in this particular module.
If you have not done it before, work through the material carefully. It contains some fundamental skills which you'll need to demonstrate repeatedly in your future career.
Related topics
This topic is related to:
Provide advice and information on common IT problems
Use system diagnostic tools
Optimise an operating system.
Inside this topic
Normal operation of a personal computer Potential sources of damage to computer hardware and software The first steps towards troubleshooting Some general guidelines for troubleshooting a computer Flow charts A hardware fault finding checklist Toolkit equipment Using diagnostic software Operating system repair Summary
Normal operation of a personal computer
There are several ways to identify the normal operation of a personal computer. Most people use diagnostic software packages like PC Tools, Norton Utilities and/or Check It to test a computer. Those diagnostic packages provide user-friendly operations to perform testing of a computer.
However, you can initially make measurable observations of sights and sounds to identify the normal operation of the computer. The table shown below suggests some indications of normal behaviour in a PC.
Device
Sights
Sounds
System Unit
Floppy disk drive activity indicator (light)
Front panel indicators
Power on
Hard disk drive activity
Floppy disk drive mechanisms
Speaker (beep)
Fan
Display Unit (Monitor)
Power on indicator
Screen
Keyboard
Num lock indicator
Caps lock indicator
Scroll lock indicator
Printer
Power on indicator
Online/Ready indicator
Busy indicator
Message display indicator
Tractor feed
Printer head
Laser printer mechanisms
Mouse
When software is loaded, mouse pointer appears on a screen that reflects a correct positioning of a pointer, or other operations of a mouse
Potential sources of damage to computer hardware and software
There are several things that can lead to damage of a computer. These are:
Temperature fluctuations
Cause
Temperature variations (expansion and contraction of components from temperature change) can lead to serious problems.
Damages
Chip creep
Signal traces on circuit boards can be cracked and separated
Solder joints can be broken
Contacts undergo accelerated corrosion
Solid-state components can be damaged
Read and write problems on hard disk drive (expansion and contraction of the platter of hard disk, then data may be written at a different location relative to the track centre
Advice
Ensure a computer operates in correct ambient temperature (refer to User's Manual).
System on: 60-90 °F (15-32 °C)
System off: 50-110 °F (10-40 °C)
Power cycling
Cause
Turning on a cold computer subjects it to the greatest possible internal temperature variations.
Damages
Same as temperature fluctuations
Advice
Power on a computer only once daily. Don't turn a computer on and off several times every day.
Static electricity
Cause
This problem usually appears during winter months when humidity is low or in extremely dry climates where the humidity is low year-round.
Some static-sensitivity problems are caused by improper grounding of computer power.
Damages
Electronic components
Advice
Always use a three-prong, grounded power cord plugged into a properly grounded outlet (an outlet tester can be used to check that it is properly grounded).
Use a grounded static mat underneath a computer, then touch the mat before touching the computer.
Power line noise
Cause
This problem is caused by poor quality power being supplied to a computer system, which creates some spikes and transients (short transient signals of sometimes 1000 V or more).
It can also be caused by sharing a power source with other higher power consuming equipment, such as coffee makers, copy machines or laser printer.
Wire size and length will increase a resistance of a power circuit.
Damages
All system components
Advice
A computer system should be on its own circuit with its own circuit breaker.
A three-wire circuit is a necessity.
To decrease resistance, avoid extension cords unless absolutely necessary and then use only heavy-duty extension cords.
Avoid using too many items on a single outlet.
Radio frequency interference
Cause
Mobile phones, cordless phones, fax machines and any radio transmission equipment
Effects
Sporadic random keystrokes will appear, as though an invisible entity were typing on the keyboard
White spots and lines appears on a screen
Advice
Install specially shielded cables (built-in toroid core cables) outside a system unit.
Phosphor burn on a monitor
Cause
The phosphor on a cathode ray tube can be burned if a stationary image is left on a screen continuously for long time
Damages
Reduces the life of monitor (cathode ray tube)
Advice
Turn both brightness and contrast levels to the minimum.
Use a screen saver which displays different patterns on a screen.
Dust and pollutants
Cause
A power supply fan carries airborne particles through a computer
Food crumbs are attracted by magnetic media, while cigarette ash and smoke are drawn toward disk drives.
Damages
Floppy disk heads
Electronic components (dust on the surface of components prevents necessary heat loss)
Advice
Use power supply unit with air filter (filter must be cleaned and changed periodically)
Water
Cause
On a desktop, coffee/tea spills over a keyboard or into a monitor.
Damages
Keyboard malfunction
Monitor explosion (if a monitor is on)
Advice
Never eat, drink or smoke inside computer room.
The first steps towards troubleshooting
Reflect
Here is a typical scenario reported to the help desk.
A client phones the help desk and reports that the computer hangs each time they try to run a particular application.
What might be the source of the problem?
What steps will you take to find out?
This is the troubleshooter's challenge!
Feedback
Feedback
In all cases where you are trying to troubleshoot a problem, you need to use a logical step-by-step approach. For example, two questions that you would always ask in this situation are:
When did the problem begin?
Has any new hardware or software been added between the time that the problem appeared and when the system was last working correctly?
Here is a list of reasons why a computer might hang each time a specific software application is run. It could indicate:
a corrupted file
an incorrect installation
hard disk failure
a virus
a new application causing conflict
new hardware causing conflict
new device drivers causing a conflict with older software.
Some general guidelines for troubleshooting a computer
Here's a good general list that you can use when a computer develops a fault.
Don't panic
Observe
What are the symptoms?
What conditions existed at the time of failure?
What actions were in progress?
What program was running?
What was on a display screen?
Was there an error message?
What functions are still working?
Use your senses (sight, hearing, smell and touch)
Is there any odour present?
Does any part of system feel hot?
Retry
Is the plug inserted snugly into the computer?
Is the power cord plugged into an appropriate wall power outlet?
Is the wall power outlet working?
Documentation (fill in a pre-designed check list)
What is the computer doing?
What is the computer not doing?
What is being displayed on the screen?
Is there any error message?
What is still operating with everything connected?
Is power still operating on each part of a computer?
Assume one problem
Use correct data and resources
Use relevant technical manuals and information
Use proper test equipment
Diagnose to a section
If a system worked when all peripherals were disconnected, turn power off and reconnect one of the peripherals. Power on and test. If that unit works, turn the power off and reconnect another peripheral. Again, power up and test. Follow this procedure until a unit fails.
Consult your index of symptoms
Using your logbook or any relevant flowcharts in reference books and manuals:
Localise to a stage
Isolate to the failed part
Test and verify proper operation
After diagnosing and rectifying the fault, you need to document it in the logbook for reference in the future.
Flow charts
The most logical process for faultfinding is to construct step-by-step flow charts. They are also useful tools for targeting areas of poor performance and identifying solutions and fixes. Flowcharts graphically represent a process, identifying various inputs and outputs, and this makes them useful tools for those engaged in providing technical support.
The time invested in building flowcharts will give you long-term, cost effective benefits. The flowcharts can be built upon as new types of devices and faults are uncovered and after a while, the charts will become a comprehensive archive of faults and remedies through different service calls.
Flowchart symbols
Traditional program flowcharting involves the use of simple geometric symbols to represent:
the beginning or end of a program (an oval)
a process (a rectangle)
a decision (a diamond)
an I/O process (a parallelogram).
Practise
Microsoft Office has a simple drawing facility with inbuilt flowchart symbols. Have a look at these symbols:
Start Microsoft Word, for example.
Make sure that the Drawing toolbar is turned on
Select Autoshapes
View the Flowchart symbols
Use Word's inbuilt help to investigate the purpose the tools
Practise
Using the general troubleshooting guidelines we've given to design a simple flow chart that you can use as a check list to help you isolate some potential problems with equipment.
A hardware fault finding checklist
Here's a useful checklist that you can use to help you diagnose faults in hardware.
First, consult service level agreements to ascertain if or clarify response time obligations and internal/external responsibilities. Are there any other organisational guidelines you need to follow?
Consult documentation logged from previous related or similar situations. What questions can you ask the user, your colleagues and your supervisor that might assist you in finding a solution.
Observe occupational health and safety precautions eg take anti-static precautions
Check the power supply. Ensure it is working and that it is powering the motherboard.
Try swapping the monitor with a known good one.
Remove all expansion cards. If the machine boots, replace the cards one by one until it doesn't.
Check motherboard for signs of blow components.
Try swapping the CPU with a known good one.
If the video controller is built in, disable it and try another known working video card.
Buy or borrow a POST (power on self test) card.
Check the CPU fan.
Check the RAM chips by swapping them with known good ones.
Disable external cache.
Remember to document everything you do according to organisational guidelines.
Remember to keep safety as your highest priority.
Toolkit equipment
What equipment are you likely to need when carrying out the fault finding? Generally, your toolkit would include the following:
screwdrivers
a range of testing software
serial and parallel loopback connectors
multimeter
known good components
anti-static strap.
Using diagnostic software
There is a wide range of diagnostic tools that can help you with all sorts of computer problems. You will learn more about these tools in the topic Use system diagnostic tools.
The testing of system components and/or performance falls into two categories:
generic.
proprietary
Generic packages and their limitations
The generic tools available to the general public are usually sold as software packages and are very limited. To assess the usefulness of generic software you have to assume that the software supplier has tested their software with all OEM (original equipment manufacturer) hardware and software you may want to test. This is hardly possible, so the user should not be surprised when the results of such packages fail to live up to expectations.
This is not to say the providers of these packages are supplying a defective product - just that they can really only test the functionality of devices and systems functions known to the program writers and this will exclude many proprietary devices. A good example of this would be network interface cards (NICs).
Most of the generic diagnostic packages will probably be able to determine that the NIC is installed in the system, however, if the exact functionality instructions of the NIC are not built into the diagnostic software, an accurate result will probably not be achieved.
This is better understood when considering that the same NIC OEM may provide a different diagnostics utility with each of many similar NICs. If the wrong version of the diagnostics utility is tried with the wrong NIC, even the most basic loop-back test will often fail. This highlights the need to pay close attention to the software provided by OEMs.
Common diagnostic tools
The most common diagnostic tools are the built-in tools such as scandisk, defrag and port loop back tests. When using any of the diagnostic tools, especially the disk checking utilities, the operator and other system users must be considered. As hard drives have become larger in size, the time taken to check them has also increased, to the point where it can take hours to fully complete some of the diagnostics. These checks do need to be carried out regularly but should be programmed to be done at a time outside usual working hours or by arrangement with the users.
The main consideration is to record and/or document all changes made and when they happened. It should be understood that the job was not finished if the documentation was not done. This should be done in accordance with standard organisational guidelines.
Questions
Use of diagnostic tools is covered in another topic. However, you should at least know some of the standard maintenance tools incorporated into Windows operating systems. What are the main ones and what is their general function?
Feedback
Feedback
This depends on the particular version of Windows. However, for a particular operating system, you should find tools such as:
Disk Defragmenter (Defrag) can be run to counter the effects of the uneconomical way Windows accesses and saves data. It allows fragmented files to be consolidated and written to the hard disk
Disk Cleanup is a tool that allows you to test a workstation's hard disk and identify redundant files that may be deleted.
ScanDisk is a utility intended to detect and repair minor disk problems.
...as well as many other tools.
Research
Carry out an Internet search for diagnostic tools that can be used to troubleshoot PCs. Create a reference table that you can refer to later on. Include headings such as the name of the tool, a general description, platform (operating system), price (if available) and so on. You may want to download one or more of these for the next exercise.
Certain well known websites offer these sorts of utilities and many others. Tucows is one such site. (http://www.tucows.com). Search for others or find them listed in popular magazines.
Practise
For this practice, you will need to locate one or more OEM diagnostics tools. Refer to the associated documentation, and design an implementation guide for their use.
If you don't have access to any OEM diagnostic tools, locate some third party tools that will allow the OEM recommendations to be followed.
Practise
A user fault report states that sometimes, the network connection to a printer does not work. Design a test procedure that could be implemented to diagnose this problem. Once the fault has been identified, list the steps you would take to repair the fault with a minimum of disruption to the user.
Operating system repair
If a computer's problem is damage to a system or boot partition, generally you'll need to have on hand:
an emergency repair disk
the operating system disks
recently created backups
Emergency Repair Disk utility - NT/2000
Windows NT and Windows 2000 have a utility called Emergency Repair Disk (ERD). This is a miniature first aid kit! By creating an ERD, you should have a floppy containing all the files needed to repair system partition and many boot partition problems. The ERD is most often used to repair or replace files that are critical to NT's boot process.
An ERD is normally created following setup, to store information about your original system settings. However, you should update it whenever you install new hardware, software or drivers. This section discusses creating an ERD under Windows NT. To recover from an emergency, you would usually also need your Windows Setup disks.
Creating an Emergency Repair Disk (Windows NT)
An ERD is usually created during installation, but additional and updated ERDs can be created using the RDISK.EXE utility.
At the Run command, RDISK/S forces NT to save all current registry settings in memory to \Winnt\System32\Config.
Files contained within an Emergency Repair Disk
You are then prompted for a preformatted disk. The ERD contains the following files:
File
Contents
SYSTEM._
HKEY_LOCAL_MACHINE\SYSTEM compressed
SOFTWARE._
HKEY_LOCAL_MACHINE\SOFTWARE compressed
SECURITY._
HKEY_LOCAL_MACHINE\SECURITY compressed
SAM._
HKEY_LOCAL_MACHINE\SAM compressed
NTUSER.DA_
Default profile, compressed
AUTOEXEC.NT
%winntroot%\system32\autoexec.nt
CONFIG.NT
%winntroot%\system32\config.nt
SETUP.LOG
List of installed files and their checksums
Recovering with the ERD
The ERD does not contain the entire registry, but just enough of it to fix the most common errors. To use the ERD to make repairs, you need the three setup disks used to install NT. The repair process is contained in the following steps.
Reboot the computer using the Windows NT setup disks 1 and 2.
Select R for Repair. A menu appears containing the following options: inspect registry files; inspect startup environment; verify Windows NT system files; inspect boot sector.
Deselect any options you do not wish to use, then continue.
Insert disk 3 and the ERD when prompted.
Research
Find out more about the Emergency Repair Disk facility from the Microsoft site. Enter 'Emergency Repair Disk' in the search window of the site: http://microsoft.com.
Summary
You should now be able to identify features of normal operation of a personal computer and potential sources of damage to hardware devices and software. You have seen how to identify and rectify routine faults systematically and logically.
The problems identified in this topic distinguish those related to the hardware and those related to the operating system driving the software.
Self assessment
Can you answer 'yes' to the following questions? If not, return to the topic for further study.
Can you state some general guidelines for troubleshooting a problem on a personal computer?
Can you state some steps in detecting hardware faults?
Can you list some potential sources of damage to a computer?
Have you learned how to use a logical step by step process for finding a fault?
Can you list some common diagnostic tools and their purpose?
ICAS2009A Interact with Clients
Welcome to ICAS2009A Interact with clients. Interacting with clients is about providing routine client support in a professional manner. You will learn techniques to support clients, respond to their complaints, ask appropriate questions and listen actively.
You’ll do three tasks to allow you to demonstrate your skills and knowledge in interacting with clients. To do these tasks you’ll need to be able to:
Deliver support to clients.
Respond to client complaints.
Getting started
To help you check or learn the detailed skills and knowledge needed for each task there is a Learning pack to work through.
Find out how you can work through the unit resources listed in the left navigation bar.
This page is better viewed with JavaScript enabled
Print Close [Javascript disabled - To close this window, press Ctrl + W (PC), or APPLE + W (Mac)]
Unit resources
Contents
OverviewOptions for working through the unit resourcesSuggested task pathwaySuggested learning pathway
To print this page, right-click your mouse inside this window and select Print from the pop up menu.
Overview
Each Unit of competency consists of these resources:
Introduction — to the learning and assessment. This page outlines what the competency for the unit means, and the skills and knowledge you’ll be focussing on.
Assessment — general assessment advice. This page outlines what you’ll need to be able to do, to be judged competent or awarded a Pass grade for the unit.
Scenario — a workplace situation or project based in a fictitious company/organisation. In each scenario, you are an employee or contractor working for an organisation. This scenario sets the scene for each of the Tasks in the unit. On each scenario page you should click on the link to Meet your coach. Your coach gives you an overview of the Tasks for the unit.
Tasks — these are the tasks for you to do, as part of your job role in the organisation. Your coach gives you detailed background for each task and you are given tools and tips to help you meet the deliverables (what you need to produce or do).
Learning Packs — learning resources containing reading, activities and other resources to help you develop your knowledge and skills in order to complete a task and prepare for your assessment.
Options for working through the unit resources
There are options for you to think about, in terms of how you can work through the unit resources. Before you begin your study, think about how you could take either:
a task pathway, or
a learning pathway.
After reading about these options below, you may like to try a blended strategy, to suit your learning needs for each learning topic.
Suggested task pathway
In all cases you should first read the:
Introduction and Assessment pages
Scenario and go to meet your coach.
Then, before going to a Learning Pack, you have the opportunity to find out about a task in detail that you will be expected to be able to do. (You need to click on Task buttons first to access Learning Packs.)
1
Check the first task
Before opening a Learning Pack, you should already be familiar with the task deliverables you will need to complete.
2
Do the Check your understanding activity
At the beginning of the related Learning Pack/s, in Preview, there is a Check your understanding activity. You can try and do this activity to get an idea of the knowledge you are expected to have in order to successfully complete a task.
3
Do the Practice activities
If you feel confident with the topic skills and knowledge at this point, you can go straight to the Practice activities and attempt these.
4
Use Reading, Research and Terms as needed
The Reading, Research and Terms sections of the Learning Pack should be used to check any knowledge, skills, standards or terms required for completing activities if you are unsure.
5
Check the Feedback for activities
Feedback given for each activity should give you a good idea of whether or not you have completed the activity to the required standard.
6
Return to the task and complete the task
After you have completed the Practice activities successfully, you may feel confident to be able to complete the task.
You should continue working through all the Tasks and Learning packs in the way that you feel most comfortable with.
Suggested learning pathway
In all cases you should first read the:
Introduction and Assessment pages
Scenario and go to meet your coach.
Then, before going to a Learning Pack, you have the opportunity to find out about a task in detail that you will be expected to be able to do. (You need to click on Task buttons first to access Learning Packs.)
1
Check the first task
Before opening a Learning Pack, you should already be familiar with the task deliverables you will need to complete.
2
Go to the Learning Pack
Get familiar with the topic by reading the Preview section. In this section there is a Check your understanding activity. You should try and do this activity to get an idea the knowledge you’ll need to do the task.
3
Complete the Reading
The Reading notes provide information and discussion points related to the knowledge and skills that you need.
4
Research website resources and check the Terms
While working through the Reading section, you are encouraged to use website resources to get more information, examples, online interaction or tutorials related to the knowledge and skills you are reading about.
5
Complete the Practice activities
You should complete all the Practice activities successfully.
6
Check the Feedback for activities
Feedback given for each activity should give you a good idea of whether or not you have completed the activity to the required standard.
7
Return to the Reading and Research sections if needed
If you have not completed all the Practice activities confidently or to the required standard, you should return to the reading notes and investigate website resources for further explanations and help.
8
Do the Practice activities again if needed
If needed, you should do some or all of the Practice activities again.
9
Try the Check your understanding activity again
After you have confidently completed the Practice activities, you can attempt the Check your understanding activity again. This time, you should be able to complete this activity successfully.
10
Go to the task and complete the task
Now that you are confident you have the required knowledge and skills, you can attempt the Task.
You should continue working through all the Tasks and Learning packs in the way that you feel most comfortable with.
You’ll do three tasks to allow you to demonstrate your skills and knowledge in interacting with clients. To do these tasks you’ll need to be able to:
Deliver support to clients.
Respond to client complaints.
Getting started
To help you check or learn the detailed skills and knowledge needed for each task there is a Learning pack to work through.
Find out how you can work through the unit resources listed in the left navigation bar.
This page is better viewed with JavaScript enabled
Print Close [Javascript disabled - To close this window, press Ctrl + W (PC), or APPLE + W (Mac)]
Unit resources
Contents
OverviewOptions for working through the unit resourcesSuggested task pathwaySuggested learning pathway
To print this page, right-click your mouse inside this window and select Print from the pop up menu.
Overview
Each Unit of competency consists of these resources:
Introduction — to the learning and assessment. This page outlines what the competency for the unit means, and the skills and knowledge you’ll be focussing on.
Assessment — general assessment advice. This page outlines what you’ll need to be able to do, to be judged competent or awarded a Pass grade for the unit.
Scenario — a workplace situation or project based in a fictitious company/organisation. In each scenario, you are an employee or contractor working for an organisation. This scenario sets the scene for each of the Tasks in the unit. On each scenario page you should click on the link to Meet your coach. Your coach gives you an overview of the Tasks for the unit.
Tasks — these are the tasks for you to do, as part of your job role in the organisation. Your coach gives you detailed background for each task and you are given tools and tips to help you meet the deliverables (what you need to produce or do).
Learning Packs — learning resources containing reading, activities and other resources to help you develop your knowledge and skills in order to complete a task and prepare for your assessment.
Options for working through the unit resources
There are options for you to think about, in terms of how you can work through the unit resources. Before you begin your study, think about how you could take either:
a task pathway, or
a learning pathway.
After reading about these options below, you may like to try a blended strategy, to suit your learning needs for each learning topic.
Suggested task pathway
In all cases you should first read the:
Introduction and Assessment pages
Scenario and go to meet your coach.
Then, before going to a Learning Pack, you have the opportunity to find out about a task in detail that you will be expected to be able to do. (You need to click on Task buttons first to access Learning Packs.)
1
Check the first task
Before opening a Learning Pack, you should already be familiar with the task deliverables you will need to complete.
2
Do the Check your understanding activity
At the beginning of the related Learning Pack/s, in Preview, there is a Check your understanding activity. You can try and do this activity to get an idea of the knowledge you are expected to have in order to successfully complete a task.
3
Do the Practice activities
If you feel confident with the topic skills and knowledge at this point, you can go straight to the Practice activities and attempt these.
4
Use Reading, Research and Terms as needed
The Reading, Research and Terms sections of the Learning Pack should be used to check any knowledge, skills, standards or terms required for completing activities if you are unsure.
5
Check the Feedback for activities
Feedback given for each activity should give you a good idea of whether or not you have completed the activity to the required standard.
6
Return to the task and complete the task
After you have completed the Practice activities successfully, you may feel confident to be able to complete the task.
You should continue working through all the Tasks and Learning packs in the way that you feel most comfortable with.
Suggested learning pathway
In all cases you should first read the:
Introduction and Assessment pages
Scenario and go to meet your coach.
Then, before going to a Learning Pack, you have the opportunity to find out about a task in detail that you will be expected to be able to do. (You need to click on Task buttons first to access Learning Packs.)
1
Check the first task
Before opening a Learning Pack, you should already be familiar with the task deliverables you will need to complete.
2
Go to the Learning Pack
Get familiar with the topic by reading the Preview section. In this section there is a Check your understanding activity. You should try and do this activity to get an idea the knowledge you’ll need to do the task.
3
Complete the Reading
The Reading notes provide information and discussion points related to the knowledge and skills that you need.
4
Research website resources and check the Terms
While working through the Reading section, you are encouraged to use website resources to get more information, examples, online interaction or tutorials related to the knowledge and skills you are reading about.
5
Complete the Practice activities
You should complete all the Practice activities successfully.
6
Check the Feedback for activities
Feedback given for each activity should give you a good idea of whether or not you have completed the activity to the required standard.
7
Return to the Reading and Research sections if needed
If you have not completed all the Practice activities confidently or to the required standard, you should return to the reading notes and investigate website resources for further explanations and help.
8
Do the Practice activities again if needed
If needed, you should do some or all of the Practice activities again.
9
Try the Check your understanding activity again
After you have confidently completed the Practice activities, you can attempt the Check your understanding activity again. This time, you should be able to complete this activity successfully.
10
Go to the task and complete the task
Now that you are confident you have the required knowledge and skills, you can attempt the Task.
You should continue working through all the Tasks and Learning packs in the way that you feel most comfortable with.
ICAW2002A Communicate in the workplace
Activities
Activity 1 Communication media
Consider all the different forms of media used for communication and place a tick in the boxes you think would be the most appropriate for the message being sent. There may be more than one choice.
Message
Phone
Meeting
Memo
Letter
Advert
In Person
Job Application
Information for staff
List of Specials
Asking a friend out
Message for work mates
Dinner invitation
Seminar Invitation
Feedback on a work task
Calling a meeting
You might like to discuss your answers with a fellow student or your teacher.
Activity 2 Short answer questions
Activity 2 answers
For any kind of communication to take place, whether it is verbal, non-verbal, written or via computers, there are two main components – what are they?Sender and receiver
What kinds of ‘hindrances’ can cause bad or poor communication to occur?
Noise,
poor medium,
misunderstanding,
personal problems,
feeling unwell
How can you tell if someone is listening to you?
Body language,
head gestures,
facial expressions
It is always better to make a __________________ rather than command or order someone to do something.Suggestion or request
Communication is a ____________ process.Two-way
Besides passive communicators there are two other main types, what are they?Aggressive and assertive
List some of the differences between these main types of communication styles:
Aggressive – hurtful, forceful, self-opinionated, commanding.
Assertive – clear and honest, respects the rights of others, requests rather than commands.
Passive – thoughts, feelings and wants are not expressed. You put your own needs last.
Activity 3 Communication faults
Activity 3 Communication faults
Read the following scenario and list the communication and customer service faults.
Robert Martin needed some information on the latest accounting software available from the local Computer Store.
Robert experienced the following:
There was no one at the counter when he walked in, so he looked around the store for a while, then went back to the counter and called out for someone.
A sales person finally appeared complaining about the end of month paper work and how there was not enough time in the day and there were too many interruptions!
Before Robert had time to finish his enquiry the phone rang and the sales person answered the call, which took several minutes to complete.
He finally got to finish his enquiry but the sales person felt there was someone else better suited to answer his questions, so called a second person to the counter.
Robert then had to repeat everything again.
The sales person did not seem interested in his needs and talked him into buying a different version of the accounting software, which cost more.
Robert went away feeling like he had been “fobbed off”, but was pleased to finally have some software.
When he tried installing it however, he discovered the hardware did not support that version of the accounting software, at which point he became very angry and frustrated.
After identifying the customer service faults, write a letter of complaint to the manager of the computer store and make some suggestions towards improving their communication and service techniques.
You might like to discuss your answers with a fellow student or your teacher.
Activity 4 Memorandum
Activity 4 answer
Sample memorandum
Memorandum
To
All Helpdesk Staff
CC
IT Management ServicesYour Name,
FROM
IT Services Manager
DATE
Today’s Date
SUBJECT
Questions for Client’s
REF
Your Initials
The following questions must be asked when logging a support call from clients. These will enable us to help solve the problem as quickly as possible.
Date
Time
Name of client
What section/department/company are they from?
What was the user trying to do when the problem occurred?
Have they had this problem before?
Write down exact wording of any error messages.
Which application were they using?
Did they try re-booting?
Please include all this information on the log sheets provided.
Activity 5 Telephone techniques
Activity 5 Answers
What are some of the advantages of using telephones? Advantages - instant response, speak to someone in person over long distance, they can save time, issues can be clarified over the phone – reduce time and unnecessary delays.
How would you describe courtesy and preferred greeting when using the telephone? Courtesy - respect what the other person has to say, don’t interrupt or cut them off before they are finished. Be polite at all times, even if they are abusive or upset. The success of the conversation relies on this kind of courtesy. A pleasant introductory greeting will be different depending on whether you are making or receiving the call. The greeting is the first impression and can decide how the remainder of the conversation will go.
Briefly list the main points to consider when answering an incoming call. Answer with a greeting such as “Good morning/afternoon”, then identify the name of your company/organisation/department followed by your name and ask, “How may I help you”. If you cannot assist then you should be able to direct them to someone who can.
Briefly list the main points to consider when making an outgoing call. Outgoing call - You may need to organise some information or questions before making the call – be prepared. Identify yourself, ask for the person you wish to speak to or state what you need, so you can be directed to the right person, then outline the purpose of the call or ask questions.
To ensure effective communication, you must speak _________, using a ______ tone and speaking at a speed that can be easily ____________. You must speak clearly, using a pleasant tone... that can be easily understood.
What are two time-wasters that callers are most resentful of?
Waiting for the phone to be answered.
Being put on hold for a long period especially without someone keeping them informed as to how much longer it might be.
List the main steps you should take when preparingto make a telephone call.In the workplace a lot of time can be wasted if you have not prepared what you need to say before making a call. Having all the required information at hand and knowing exactly what you need to say or ask is very important. Write down a series of questions or have a list of specific points in front of you so nothing is overlooked. Take notes during the conversation so nothing is forgotten. Do not rely on your memory.
When concluding a telephone conversation you may have to ________ the key points. You may have to repeat the key points.
Activity 6 Facsimiles
Activity 6 answer
Sample fax – a professional fax wizard was used to produce this document.
We apologise for the delay in delivering the printer cartridges and copy toners you ordered on 25 September.
These items have now come into stock and will be delivered to your office on Friday 5 October.
Please do not hesitate to contact us if there is any further problem.
Activity 7 Case study
Activity 7 Case study
You are to use the following case study to answer all the questions.
Read through it carefully and then refer to this situation as you answer each question.
Imagine that you work in a computer sales and repair shop. Mrs Penn comes in on Tuesday morning. The digital video camera she bought from you a month ago has been damaged in an accident. She put it in for repairs at your shop two weeks ago last Friday. She has not heard from anyone and she needs the camera for a special videoconference she has arranged with her family overseas, next Saturday.
Promoting client satisfaction
How would you and an observer know if Mrs Penn went away feeling satisfied?
Acting consistently with employer’s needs
What would you say to actively promote the image of Bits & PCs? What would you say to reassure Mrs Penn that her decision to buy the Camera was a wise one?
How would you check with Mrs Penn that you had understood her main need in this situation?
What reasonable solution could you find to the problem of the slowness of the repairs?
In the event that it cannot be fixed in time for the videoconference, what will you suggest for her?
Interpersonal skills
Write down four interpersonal skills your employer would like to see you use in a situation like this.
What interpersonal skills would you as a client like to find in someone helping you?
Telephone techniques
How would you answer the telephone?
How would you greet Mrs Penn once she had identified herself?
Questioning techniques
Give two examples of open-ended questions you might ask Mrs Penn.
Give one example of a closed question you would ask Mrs Penn.
Active listening
Write one response that shows that you really heard what she said?
Write one response that shows that you understood and empathised with her.
Write down four ‘listening responses’ you would use in your exchange.
Service follow-up
List three things that you and Mrs Penn could agree on jointly as a course of action. These would be things that either you or your boss or she would do.
How would you check that she was happy with this proposed course of action?
How would you re-check important details like phone numbers and times?
You might like to discuss your answer with a fellow student or your teacher.
ICAW2001A Work effectively in an IT environment
Activities
Activity 1
Answers
Review what you have learnt about IT workplaces by completing the following table.
Name of Workplace
What type of business is it?(Hint – see notes on business ownership)
Name a similar organisation in your local area.
Peterson PharmaceuticalsEmploys 15 people in the IT department. Provides technical support & solutions to the rest of the organisation.
IT department of a large organisation which is a private company. You can tell it is a large organisation by the size of the IT department.
Central West ComputersEmploys 5 people who sell, install and support hardware & software for local business.
Small business - computer support.
DBA ConsultingEmploys 40 consultants who provide a variety of IT services to client organisations.
Information technology consulting organisation. Medium to large private company.
Activity 2
Activity 2
Using the organisation where you undertook workplacement, write a report which addresses each of the following points.
Identify the name, address, telephone and fax numbers of your organisation.
Identify and briefly explain the role of the key players in the organisation.
Create an organisational chart for your organisation.
What is the mission statement of the organisation?
If it is not written down, is there an implied mission statement?
What does the mission statement mean to the employees? How does it help them to assimilate into the workplace?
Briefly list and explain the information technology functions within the organisation.
Identify information technology equipment in use in the organisation
hardware,
software (including operating system software),
description of any special information technology equipment used in the workplace.
Find out where the following policies and procedures are located in your organisation and write down where they are kept.
Occupational Health & Safety
Equal Employment Opportunity
Purchasing guidelines
Information Technology training
You may like to ask your teacher to comment on your responses to this activity.
Activity 3
Activity 3 - Answers
Look at the sample project plan for the development of an internet site. Notice that all the tasks have different deadlines. You are part of the team developing the internet site. Answer the following questions.
15Feb
20Mar
10May
1Sep
15Dec
1Feb
30Jun
Business proposal
Analyse site contents
Create the internet site
Test the internet site
*
Management sign off
*
Install the internet site
Train staff to use the internet site
Hand over the management
*
What is the deadline for testing the internet site?January
What is the start date and end date for training staff in the use of the internet site?1st February to 30th June
What is the scheduled date for the internet site to be handed over to management?30th June
What do you think is meant by “management sign off”?Senior line managers are responsible for ensuring that all steps have been executed correctly, or if changes are needed, they have been attended to. A final sign off indicates that the job has met all requirements and is complete.
Activity 4
Activity 4
Supersonic Supplies is a stationary retailer.
They have hired IT Solutions Consulting firm to assist their IT department to:
Install an XP network and workstation for each employee
Install network cabling
Develop a client information database
Develop a website for Supersonic Supplies
The following diagram shows the staff in the project team from IT Technology Solutions Consulting. Look at the following diagram and complete the table that follows.
Match the following job responsibilities with the IT staff from the IT Solutions Consulting project team.
Key Responsibilities
Staff Member
Develop a business proposal for the project.
Liaise with Supersonic Supplies management to design the new IT systems.
Develop the new client information database.
Develop the website.
Design and install an XP network and workstation for each employee.
Manage the entire project.
Brown, Milton and Williams is a large national law firm. The IT Department has established the following policy for their file naming convention.
File Naming Conventions policyEvery legal case will be have a folder on the general access G: driveAll files relating to the legal case will be placed in this folderFiles will be named using the following format:Name of legal case_year_subjectFor example, a file of a letter to notify Mr R Brown of the date he has to appear in course will have the file name:R Brown_2004_courtdate Assume you are the Help Desk Coordinator at Brown, Milton & Williams. A staff member has asked you about file naming convention. He has a file containing a bill for a client Mr. R Anderson for legal services. He doesn’t know what to call the file. What name should this file have according to the file naming convention policy?
The IT Department at Zen Insurance Company Pty Ltd has an internet access policy and procedure. Read the company’s policy and procedure on internet access.
Internet Access PolicyAll staff will be given access to a standard set of internet sites to assist them in their work. The standard sites will be identified by the IT CommitteeStaff wanting full access to the internet must obtain approval from the IT committee. Approval will only be given to staff who need internet access to complete their work
Steps in the Internet Access Application ProcedureStaff wanting full internet access must:
Put the request before the IT committee for approval
Obtain the manager's support and signature on the form
Determine the reasons why they need full access
Complete an Internet Access Request Form A staff member wants full access to the internet. Refer to the steps above in the internet access policy and procedure, and rearrange them in the correct order.
Answers :
Match the following job responsibilities with the IT staff from the IT Solutions Consulting project team.
Key Responsibilities
Staff Member
Develop a business proposal for the project.
Sam
Liaise with Supersonic Supplies management to design the new IT systems.
Angela
Develop the new client information database.
Ken
Develop the website.
Ken
Design and install an XP network and workstation for each employee.
Pauline
Manage the entire project.
Phil
What name should this file have according to the file naming convention policy?R Anderson_2008_legal services
In order for a staff member to have full access to the internet, they need to:
Determine the reasons why they need full access
Complete an Internet Access Request form
Obtain the manager’s support and signature on the form
Put the request before the IT committee for approval
Activity 1
Answers
Review what you have learnt about IT workplaces by completing the following table.
Name of Workplace
What type of business is it?(Hint – see notes on business ownership)
Name a similar organisation in your local area.
Peterson PharmaceuticalsEmploys 15 people in the IT department. Provides technical support & solutions to the rest of the organisation.
IT department of a large organisation which is a private company. You can tell it is a large organisation by the size of the IT department.
Central West ComputersEmploys 5 people who sell, install and support hardware & software for local business.
Small business - computer support.
DBA ConsultingEmploys 40 consultants who provide a variety of IT services to client organisations.
Information technology consulting organisation. Medium to large private company.
Activity 2
Activity 2
Using the organisation where you undertook workplacement, write a report which addresses each of the following points.
Identify the name, address, telephone and fax numbers of your organisation.
Identify and briefly explain the role of the key players in the organisation.
Create an organisational chart for your organisation.
What is the mission statement of the organisation?
If it is not written down, is there an implied mission statement?
What does the mission statement mean to the employees? How does it help them to assimilate into the workplace?
Briefly list and explain the information technology functions within the organisation.
Identify information technology equipment in use in the organisation
hardware,
software (including operating system software),
description of any special information technology equipment used in the workplace.
Find out where the following policies and procedures are located in your organisation and write down where they are kept.
Occupational Health & Safety
Equal Employment Opportunity
Purchasing guidelines
Information Technology training
You may like to ask your teacher to comment on your responses to this activity.
Activity 3
Activity 3 - Answers
Look at the sample project plan for the development of an internet site. Notice that all the tasks have different deadlines. You are part of the team developing the internet site. Answer the following questions.
15Feb
20Mar
10May
1Sep
15Dec
1Feb
30Jun
Business proposal
Analyse site contents
Create the internet site
Test the internet site
*
Management sign off
*
Install the internet site
Train staff to use the internet site
Hand over the management
*
What is the deadline for testing the internet site?January
What is the start date and end date for training staff in the use of the internet site?1st February to 30th June
What is the scheduled date for the internet site to be handed over to management?30th June
What do you think is meant by “management sign off”?Senior line managers are responsible for ensuring that all steps have been executed correctly, or if changes are needed, they have been attended to. A final sign off indicates that the job has met all requirements and is complete.
Activity 4
Activity 4
Supersonic Supplies is a stationary retailer.
They have hired IT Solutions Consulting firm to assist their IT department to:
Install an XP network and workstation for each employee
Install network cabling
Develop a client information database
Develop a website for Supersonic Supplies
The following diagram shows the staff in the project team from IT Technology Solutions Consulting. Look at the following diagram and complete the table that follows.
Match the following job responsibilities with the IT staff from the IT Solutions Consulting project team.
Key Responsibilities
Staff Member
Develop a business proposal for the project.
Liaise with Supersonic Supplies management to design the new IT systems.
Develop the new client information database.
Develop the website.
Design and install an XP network and workstation for each employee.
Manage the entire project.
Brown, Milton and Williams is a large national law firm. The IT Department has established the following policy for their file naming convention.
File Naming Conventions policyEvery legal case will be have a folder on the general access G: driveAll files relating to the legal case will be placed in this folderFiles will be named using the following format:Name of legal case_year_subjectFor example, a file of a letter to notify Mr R Brown of the date he has to appear in course will have the file name:R Brown_2004_courtdate Assume you are the Help Desk Coordinator at Brown, Milton & Williams. A staff member has asked you about file naming convention. He has a file containing a bill for a client Mr. R Anderson for legal services. He doesn’t know what to call the file. What name should this file have according to the file naming convention policy?
The IT Department at Zen Insurance Company Pty Ltd has an internet access policy and procedure. Read the company’s policy and procedure on internet access.
Internet Access PolicyAll staff will be given access to a standard set of internet sites to assist them in their work. The standard sites will be identified by the IT CommitteeStaff wanting full access to the internet must obtain approval from the IT committee. Approval will only be given to staff who need internet access to complete their work
Steps in the Internet Access Application ProcedureStaff wanting full internet access must:
Put the request before the IT committee for approval
Obtain the manager's support and signature on the form
Determine the reasons why they need full access
Complete an Internet Access Request Form A staff member wants full access to the internet. Refer to the steps above in the internet access policy and procedure, and rearrange them in the correct order.
Answers :
Match the following job responsibilities with the IT staff from the IT Solutions Consulting project team.
Key Responsibilities
Staff Member
Develop a business proposal for the project.
Sam
Liaise with Supersonic Supplies management to design the new IT systems.
Angela
Develop the new client information database.
Ken
Develop the website.
Ken
Design and install an XP network and workstation for each employee.
Pauline
Manage the entire project.
Phil
What name should this file have according to the file naming convention policy?R Anderson_2008_legal services
In order for a staff member to have full access to the internet, they need to:
Determine the reasons why they need full access
Complete an Internet Access Request form
Obtain the manager’s support and signature on the form
Put the request before the IT committee for approval
BSBCMN106A Follow workplace safety procedures
Unit 01 Follow workplace safety procedures (BSBCMN106A)
Unit outline
PAGE INDEX
• Learning Outcomes
• Required - Theory
• Required - Prac
• Assessment
• Student examples
This unit covers general occupational health and safety requirements in business organisations and is relevant for employees working under direct supervision with no responsibilities for other people. The unit is based on Generic Competency A in the National Guidelines for Integrating Occupational Health and Safety Competencies into National Industry Competency Standards [NOHSC: 7025 (1998) 2nd edition]. This unit is related to BSBCMN211A Participate in workplace safety procedures
Learning Outcomes expected: Elements in bold, Performance criteria as sub points
1. Follow workplace safety procedures
1.1 Hazards in the work area are recognised, while under direct supervision and reported to appropriate people according to workplace procedures
1.2 Workplace procedures and work instructions for own area of responsibility, for assessing and controlling risks are followed accurately while under direct supervision
1.3 Workplace procedures for dealing with incidents (accidents), fire and other emergencies are followed under direct supervision, whenever necessary within the scope of responsibilities and competencies
2. Contribute to occupational health and safety in the workplace
2.1 Occupational Health and Safety issues are raised with appropriate people in accordance with workplace procedures and relevant Occupational Health and Safety legislation
2.2 Contributions to participative arrangements for Occupational Health and Safety management in the workplace are made within organisational procedures and the scope of responsibilities and competencies
Required - Theory component
After reading the "Follow workplace safety procedures" section (Pg 1-1 to 1-20) of your Student workbook, skip the questions contained within the work booklet and do all of the following instead. The material supplied within the student work booklet contains some good information as well as the answers to most of the following questions. Copy and paste the questions below into a new word-processor file, then add your answers appropriately, applying the presentation conventions required in this course. A booklet called Apply Occupational Health and Safety Procedures (641 KB Adobe file found on your N drive) and a document called Workplace Hazards in Information Technology (MSWord 155Kb) may also be of some help.
1. What do the letters OH&S represent and what is involved with this topic?
2. Who's responsibility is it to ensure proper OH&S always occurs?
3. The text discusses a "duty of care". What is this and whose is it?
4. Hierarchy of control
4.1 What is this?
4.2 Discuss in your own words each of the seven levels of control looked at.
5. Hazards
5.1 What is a hazard?
Incident Report Form
Incident Register
Risk Register
Industry Component
drop down list
5.2 Based on your discussions in class or with your teacher, determine and describe at least one possible realistic "I.T." example of a hazard that could exist in a classroom or home environment.
5.3 Do "near misses" have to be recorded by law?
5.4 Why is it usually called an incident and not an accident?
6. Real life event
6.1 Discuss at least one "real life" hazard that you know of that could result in harm, or did actually result in harm. If you cannot remember one, please see your teacher who will discuss one with you. In your answer make sure you look at how it was caused.
6.2 How could you manage this "real life" hazard by applying the Hierarchy of control (Pg 1-5 of student work book)?
6.3 Assuming the incident had occurred, record this event in an Incident Report Form table of the same design as shown in page 1-10 of your student workbook. Click on the small screen dump on the right to download a table that you can use (MSWord 31Kb) for this question.
6.4 Assuming the incident had occurred, fill in the Incident Register table of the same design as shown on page 1-12 of the student work book. You may wish to look at the example details shown on page 1-11 to help you. Click on the small screen dump on the right to download a table that you can use (MSWord 40Kb) for this question.
7. Risk assessment
7.1 What is a Risk Register and why have one?
7.2 Complete Q6 (Pg 1-15) in the student workbook. Click on the small screen dump on the right to download a table that you can use (MSWord 37Kb) for this question.
8. Web site activity
Go to the following web page; safe@work - General Module and study the appropriate tutorials (Introducing Health and Safety Responsibilities through to The Right to Refuse Work) listed on this page and complete a test based on this material at; safe@work - Self-Assessment Tests. This is a Victorian education department web site and you will be required to register your name and school. After you have entered your name and school, select "General" from the select Industry Component drop down list and then click on the "Start Test" button.
a) Complete this test and obtain a printout of the "Online Award of Attainment"
b) Have the principal (or authorised representative) sign this award of attainment print out and make sure the school stamp is also placed on the award.
c) Show this signed and stamped award of attainment print out to your teacher and email a copy of this your teacher.
9. Ergonomics
The following two questions are NOT based on material found within the student workbook, the answers for these must be researched elsewhere.
9.1 What is Ergonomics?
9.2 Name a small number of things that everyone should keep in mind in terms of maintaining good ergonomics in an IT environment. Please deal with each of the following;
a) Office equipment: ergonomic design and use of such things as tables, chairs, computer screen, keyboards, etc
b) Body safety: including posture, seating position, rest periods and exercises.
c) Diagram: include at least one diagram that points out various typical ergonomic equipment and body posture standards.
Required - Prac component
Complete ONE of the following alternatives (in priority order);
a) When you eventually conduct your work placement activity, enquire about their workplace safety procedures or some workplace safety event and briefly report on what you found. For privacy reasons, you do not have to use the real names of the organisation or people involved.
or
b) Complete Q10 (Pg 1-19) in the student workbook
or
c) Enquire about the workplace safety procedures or some workplace safety event at your home school and briefly report on what you found. For privacy reasons, you do not have to use the real names of the organisation or people involved.
Required - Teacher observation component
No teacher observation required with this unit of work.
Sources of information
Apart from the material you will find for yourself on the internet (some are listed on the first and second pages of the assignment), you will have 2 other sources of information:
Workplace Hazards in Information Technology (MSWord 155Kb)
Safe@work - Introducing Health & Safety Responsibilities
A booklet called Apply Occupational Health and Safety Procedures (641 KB Adobe file) by Basford Systems. This is a very good resource and worth looking at. If you wish to borrow a hardcopy of this booklet, see your teacher.
The internet. The following are some of the sources possible:
Victorian WorkCover Authority
Victorian Trades Hall Council
Occupational Health & Safety Sites
Ergonomics in Australia
National Occupational Health & Safety Commission
Ergonomics (excellent reference by HP to its customers - see your teacher)
Others ??? If you find others, please let me know so I can add them to this list.
Handing in your work and Assessment
1. Complete this assignment using a computer. Use logical file/folder management (folder-file names) that will help you easily and quickly find your work later on.
2. Please include at least a summary of each question with each answer within your assignment
3. Email your work to your teacher by the due date. Use an email subject name of vet1 unit1
4. Click on the following link to view the assessment tools that will be used. Print out the assessment tools sheet and keep it accessible. Your teacher will require it to "sign off" all work completed, including teacher observation tasks.
Student examples & Student Feedback
To help improve the quality, interest and accuracy of all units of work required from students, student feedback is essential. If you have any constructive ideas on what other course material could be covered (or not covered), how it is covered, tasks that could done, assessment, etc, even typos and bad links, please let your teacher know. The following links will allow you to view some student generated examples of this assignment;
Example 1: Pgs 1-2 theory, Pg 3 theory, Pg 4 Certificate, Pg 5 Incident Register, Pg 6 Incident Report Form, Pg 7 Risk Register and Pg8 Report (2007)
Example 2: Pgs 1-2 theory, Pg 3-4 theory, Pg 5 Certificate, Pg 6 Incident Register, Pg 7 Incident Report Form, Pg 8 Risk Register and Pg 9 Report (2007)
Example 3: Pgs 1-2 theory, Pg 3 theory, Pg 4 Certificate, Pg 5 Incident Register, Pg 6 Incident Report Form, Pg 7 Risk Register and Pg 8 Report (2008)
Example 4: Pages 1-2, Pages 3-4 and Pages 5-6 (2008 includes all docs)
Example 5:
Example 6:
Index pages
Home page Vet IT Certificate III in Information Technology
First Year
WorkPlacement Unit 00 Unit01 Unit02 Unit03 Unit04 Unit05 Unit06 Unit07 Unit08
Second Year
Unit 09 Unit 10 Unit 11 Unit 12 Unit 13 Unit 14 Unit 15 Unit 16 Unit 17 Unit 18 Unit 19
Third Year
Unit 20 Unit 23 Unit 24 Unit 25 Unit 26 Unit 27 Unit 28 Unit 29 Unit 30
Unit outline
PAGE INDEX
• Learning Outcomes
• Required - Theory
• Required - Prac
• Assessment
• Student examples
This unit covers general occupational health and safety requirements in business organisations and is relevant for employees working under direct supervision with no responsibilities for other people. The unit is based on Generic Competency A in the National Guidelines for Integrating Occupational Health and Safety Competencies into National Industry Competency Standards [NOHSC: 7025 (1998) 2nd edition]. This unit is related to BSBCMN211A Participate in workplace safety procedures
Learning Outcomes expected: Elements in bold, Performance criteria as sub points
1. Follow workplace safety procedures
1.1 Hazards in the work area are recognised, while under direct supervision and reported to appropriate people according to workplace procedures
1.2 Workplace procedures and work instructions for own area of responsibility, for assessing and controlling risks are followed accurately while under direct supervision
1.3 Workplace procedures for dealing with incidents (accidents), fire and other emergencies are followed under direct supervision, whenever necessary within the scope of responsibilities and competencies
2. Contribute to occupational health and safety in the workplace
2.1 Occupational Health and Safety issues are raised with appropriate people in accordance with workplace procedures and relevant Occupational Health and Safety legislation
2.2 Contributions to participative arrangements for Occupational Health and Safety management in the workplace are made within organisational procedures and the scope of responsibilities and competencies
Required - Theory component
After reading the "Follow workplace safety procedures" section (Pg 1-1 to 1-20) of your Student workbook, skip the questions contained within the work booklet and do all of the following instead. The material supplied within the student work booklet contains some good information as well as the answers to most of the following questions. Copy and paste the questions below into a new word-processor file, then add your answers appropriately, applying the presentation conventions required in this course. A booklet called Apply Occupational Health and Safety Procedures (641 KB Adobe file found on your N drive) and a document called Workplace Hazards in Information Technology (MSWord 155Kb) may also be of some help.
1. What do the letters OH&S represent and what is involved with this topic?
2. Who's responsibility is it to ensure proper OH&S always occurs?
3. The text discusses a "duty of care". What is this and whose is it?
4. Hierarchy of control
4.1 What is this?
4.2 Discuss in your own words each of the seven levels of control looked at.
5. Hazards
5.1 What is a hazard?
Incident Report Form
Incident Register
Risk Register
Industry Component
drop down list
5.2 Based on your discussions in class or with your teacher, determine and describe at least one possible realistic "I.T." example of a hazard that could exist in a classroom or home environment.
5.3 Do "near misses" have to be recorded by law?
5.4 Why is it usually called an incident and not an accident?
6. Real life event
6.1 Discuss at least one "real life" hazard that you know of that could result in harm, or did actually result in harm. If you cannot remember one, please see your teacher who will discuss one with you. In your answer make sure you look at how it was caused.
6.2 How could you manage this "real life" hazard by applying the Hierarchy of control (Pg 1-5 of student work book)?
6.3 Assuming the incident had occurred, record this event in an Incident Report Form table of the same design as shown in page 1-10 of your student workbook. Click on the small screen dump on the right to download a table that you can use (MSWord 31Kb) for this question.
6.4 Assuming the incident had occurred, fill in the Incident Register table of the same design as shown on page 1-12 of the student work book. You may wish to look at the example details shown on page 1-11 to help you. Click on the small screen dump on the right to download a table that you can use (MSWord 40Kb) for this question.
7. Risk assessment
7.1 What is a Risk Register and why have one?
7.2 Complete Q6 (Pg 1-15) in the student workbook. Click on the small screen dump on the right to download a table that you can use (MSWord 37Kb) for this question.
8. Web site activity
Go to the following web page; safe@work - General Module and study the appropriate tutorials (Introducing Health and Safety Responsibilities through to The Right to Refuse Work) listed on this page and complete a test based on this material at; safe@work - Self-Assessment Tests. This is a Victorian education department web site and you will be required to register your name and school. After you have entered your name and school, select "General" from the select Industry Component drop down list and then click on the "Start Test" button.
a) Complete this test and obtain a printout of the "Online Award of Attainment"
b) Have the principal (or authorised representative) sign this award of attainment print out and make sure the school stamp is also placed on the award.
c) Show this signed and stamped award of attainment print out to your teacher and email a copy of this your teacher.
9. Ergonomics
The following two questions are NOT based on material found within the student workbook, the answers for these must be researched elsewhere.
9.1 What is Ergonomics?
9.2 Name a small number of things that everyone should keep in mind in terms of maintaining good ergonomics in an IT environment. Please deal with each of the following;
a) Office equipment: ergonomic design and use of such things as tables, chairs, computer screen, keyboards, etc
b) Body safety: including posture, seating position, rest periods and exercises.
c) Diagram: include at least one diagram that points out various typical ergonomic equipment and body posture standards.
Required - Prac component
Complete ONE of the following alternatives (in priority order);
a) When you eventually conduct your work placement activity, enquire about their workplace safety procedures or some workplace safety event and briefly report on what you found. For privacy reasons, you do not have to use the real names of the organisation or people involved.
or
b) Complete Q10 (Pg 1-19) in the student workbook
or
c) Enquire about the workplace safety procedures or some workplace safety event at your home school and briefly report on what you found. For privacy reasons, you do not have to use the real names of the organisation or people involved.
Required - Teacher observation component
No teacher observation required with this unit of work.
Sources of information
Apart from the material you will find for yourself on the internet (some are listed on the first and second pages of the assignment), you will have 2 other sources of information:
Workplace Hazards in Information Technology (MSWord 155Kb)
Safe@work - Introducing Health & Safety Responsibilities
A booklet called Apply Occupational Health and Safety Procedures (641 KB Adobe file) by Basford Systems. This is a very good resource and worth looking at. If you wish to borrow a hardcopy of this booklet, see your teacher.
The internet. The following are some of the sources possible:
Victorian WorkCover Authority
Victorian Trades Hall Council
Occupational Health & Safety Sites
Ergonomics in Australia
National Occupational Health & Safety Commission
Ergonomics (excellent reference by HP to its customers - see your teacher)
Others ??? If you find others, please let me know so I can add them to this list.
Handing in your work and Assessment
1. Complete this assignment using a computer. Use logical file/folder management (folder-file names) that will help you easily and quickly find your work later on.
2. Please include at least a summary of each question with each answer within your assignment
3. Email your work to your teacher by the due date. Use an email subject name of vet1 unit1
4. Click on the following link to view the assessment tools that will be used. Print out the assessment tools sheet and keep it accessible. Your teacher will require it to "sign off" all work completed, including teacher observation tasks.
Student examples & Student Feedback
To help improve the quality, interest and accuracy of all units of work required from students, student feedback is essential. If you have any constructive ideas on what other course material could be covered (or not covered), how it is covered, tasks that could done, assessment, etc, even typos and bad links, please let your teacher know. The following links will allow you to view some student generated examples of this assignment;
Example 1: Pgs 1-2 theory, Pg 3 theory, Pg 4 Certificate, Pg 5 Incident Register, Pg 6 Incident Report Form, Pg 7 Risk Register and Pg8 Report (2007)
/StudDemos/Demo1%20Pg1-2%20Theory.jpg){kind=link}
/StudDemos/Demo1%20Pg3%20Theory.jpg){kind=link}
/StudDemos/Demo1%20Pg4%20Certificate.jpg){kind=link}
/StudDemos/Demo1%20Pg5%20Incident%20Register.jpg){kind=link}
/StudDemos/Demo1%20Pg6%20Incident%20Report%20Form.jpg){kind=link}
/StudDemos/Demo1%20Pg7%20Risk%20Register.jpg){kind=link}
Example 2: Pgs 1-2 theory, Pg 3-4 theory, Pg 5 Certificate, Pg 6 Incident Register, Pg 7 Incident Report Form, Pg 8 Risk Register and Pg 9 Report (2007)
/StudDemos/Demo2%20Pg1-2%20Theory.jpg){kind=link}
/StudDemos/Demo2%20Pg3-4%20Theory.jpg){kind=link}
/StudDemos/Demo2%20Pg6%20Incident%20Register.jpg){kind=link}
/StudDemos/Demo2%20Pg7%20Incident%20Report%20Form.jpg){kind=link}
/StudDemos/Demo2%20Pg8%20Risk%20Register.jpg){kind=link}
Example 3: Pgs 1-2 theory, Pg 3 theory, Pg 4 Certificate, Pg 5 Incident Register, Pg 6 Incident Report Form, Pg 7 Risk Register and Pg 8 Report (2008)
/StudDemos/Demo3%20Pg1-2%20Theory.jpg){kind=link}
/StudDemos/Demo3%20Pg3%20Theory.jpg){kind=link}
/StudDemos/Demo3%20Pg5%20Incident%20Register.jpg){kind=link}
/StudDemos/Demo3%20Pg6%20Incident%20Report%20Form.jpg){kind=link}
/StudDemos/Demo3%20Pg7%20Risk%20Register.jpg){kind=link}
Example 4: Pages 1-2, Pages 3-4 and Pages 5-6 (2008 includes all docs)
/StudDemos/Demo4Pg1-2.jpg){kind=link}
/StudDemos/Demo4Pg3-4.jpg){kind=link}
/StudDemos/Demo4Pg5-6.jpg){kind=link}
Example 5:
Example 6:
Index pages
Home page Vet IT Certificate III in Information Technology
First Year
WorkPlacement Unit 00 Unit01 Unit02 Unit03 Unit04 Unit05 Unit06 Unit07 Unit08
Second Year
Unit 09 Unit 10 Unit 11 Unit 12 Unit 13 Unit 14 Unit 15 Unit 16 Unit 17 Unit 18 Unit 19
Third Year
Unit 20 Unit 23 Unit 24 Unit 25 Unit 26 Unit 27 Unit 28 Unit 29 Unit 30
Subscribe to:
Posts (Atom)