IT Essentials Course Booklet v7

Cisco Networking Academy is an innovative Cisco education initiative that delivers information and communication technology skills to improve career and economic opportunities around the world. The Academy provides online courses, interactive tools, and lab activities to prepare individuals for information technology and networking careers in virtually every industry.

 Chapter 1 Introduction to Personal Computer Hardware 1



1.0 Introduction to Personal Computers 1

1.1 Personal Computers 1

    1.1.1 What is in a Computer? 1

    1.1.2 Electrical and ESD Safety 1

1.2 PC Components 2

    1.2.1 Case and power supplies 2

    1.2.2 Motherboards 4

    1.2.3 CPUs and Cooling Systems 6

    1.2.4 Memory 6

    1.2.5 Adapter Cards and Expansion Slots 8

    1.2.6 Hard disk drives and SSDs 9

    1.2.7 Optical Storage Devices 11

    1.2.8 Ports, Cables, and Adaptors 11

    1.2.9 Input Devices 12

    1.2.10 Output Devices 12

1.3 Computer Disassembly 13

    1.3.1 The Technician’s Toolkit 13

    1.3.2 Computer Disassembly 13

1.4 Summary 14

Chapter 1 Quiz 15

Chapter 1 Exam 15

Your Chapter Notes 15

Chapter 2 PC Assembly 17

2.0 Introduction to PC Assembly 17

2.1 Assemble the Computer 17

    2.1.1 General and Fire Safety 17

    2.1.2 Open the Case and Connect the Power Supply 17

    2.1.3 Install the Motherboard Components 19

    2.1.4 Install Internal Drives 21

    2.1.5 Install the Adapter Cards 23

    2.1.6 Select Additional Storage 25

    2.1.7 Install the Cables 26

2.2 Summary 28

Chapter 2 Quiz 30

Chapter 2 Exam 30

Your Chapter Notes 30

Chapter 3 Advanced Computer Hardware 31

3.0 Introduction to Advanced Computer Hardware 31

3.1 Boot the Computer 31

    3.1.1 POST, BIOS, CMOS and UEFI 31

    3.1.2 BIOS/UEFI Configuration 33

3.2 Electrical Power 35

    3.2.1 Wattage and Voltage 35

    3.2.2 Power Fluctuation and Protection 36

3.3 Advanced Computer Functionality 37

    3.3.1 CPU Architectures and Operation 37

    3.3.2 RAID 39

    3.3.3 Ports, Connectors, and Cables 40

    3.3.4 Monitors 41

3.4 Computer Configuration 42

    3.4.1 Upgrade Computer Hardware 42

    3.4.2 Configurations for Specialized Computers 45

3.5 Protecting the Environment 47

    3.5.1 Safe Disposal of Equipment and Supplies 47

3.6 Summary 48

Chapter 3 Quiz 50

Chapter 3 Exam 50

Your Chapter Notes 50

Chapter 4 Preventive Maintenance and Troubleshooting 51

4.0 Introduction 51

4.1 Preventive Maintenance 51

    4.1.1 PC Preventive Maintenance Overview 51

4.2 Troubleshooting Process 53

    4.2.1 Troubleshooting Process Steps 53

    4.2.2 Common Problems and Solutions for PCs 58

    4.2.3 Apply Troubleshooting Process to Computer Components and Peripherals 58

4.3 Summary 60

Chapter 4 Quiz 61

Chapter 4 Exam 61

Your Chapter Notes 61

Chapter 5 Networking Concepts 63

5.0 Introduction 63

5.1 Network Components and Types 63

    5.1.1 Types of Networks 63

    5.1.2 Internet Connection Types 64

5.2 Networking Protocols, Standards, and Services 67

    5.2.1 Transport Layer Protocols 67

    5.2.2 Application Port Numbers 68

    5.2.3 Wireless Protocols 69

    5.2.4 Network Services 70

5.3 Network Devices 73

    5.3.1 Basic Network Devices 73

    5.3.2 Security Devices 76

    5.3.3 Other Network Devices 77

5.4 Network Cables 79

    5.4.1 Network Tools 79

    5.4.2 Copper Cables and Connectors 79

    5.4.3 Fiber Cables and Connectors 80

5.5 Summary 81

Chapter 5 Quiz 83

Chapter 5 Exam 83

Your Chapter Notes 83

Chapter 6 Applied Networking 85

6.0 Introduction 85

6.1 Device to Network Connection 85

    6.1.1 Network Addressing 85

    6.1.2 Configure a NIC 89

    6.1.3 Configure a Wired and Wireless Network 92

    6.1.4 Firewall Settings 94

    6.1.5 IoT Device Configuration 97

6.2 Basic Troubleshooting Process for Networks 98

    6.2.1 Applying the Troubleshooting Process to 98

    6.2.2 Network Problems and Solutions 99

6.3 Summary 99

Chapter 6 Quiz 101

Chapter 6 Exam 101

Your Chapter Notes 101

Chapter 7 Laptops and Other Mobile Devices 103

7.0 Introduction 103

7.1 Characteristics of laptops and other mobile devices 103

    7.1.1 Mobile Device Overview 103

    7.1.2 Laptop Components 106

    7.1.3 Laptop Display Components 108

7.2 Laptop Configuration 109

    7.2.1 Power Settings Configuration 109

    7.2.2 Wireless Configuration 110

7.3 Laptop Hardware and Component Installation and Configuration 112

    7.3.1 Expansion Slots 112

    7.3.2 Replacing Laptop Components 114

7.4 Other Mobile Device Hardware Overview 117

    7.4.1 Other Mobile Device Hardware 117

    7.4.2 Specialty Mobile Devices 118

7.5 Network Connectivity and Email 119

    7.5.1 Wireless and Cellular Data Networks 119

    7.5.2 Bluetooth 121

    7.5.3 Configuring Email 122

    7.5.4 Mobile Device Synchronization 124

7.6 Preventive Maintenance for Laptops and other Mobile Devices 126

    7.6.1 Scheduled Maintenance for Laptops and other Mobile Devices 126

7.7 Basic Troubleshooting Process for Laptops and other Mobile Devices 127

    7.7.1 Applying the Troubleshooting Process to Laptops and other Mobile Devices 127

    7.7.2 Common Problems and Solutions for Laptops and Other Mobile Devices 128

7.8 Summary 129

Chapter 7 Quiz 131

Chapter 7 Exam 131

Your Chapter Notes 131

Chapter 8 Printers 133

8.0 Introduction 133

8.1 Common Printer Features 133

    8.1.1 Characteristics and Capabilities 133

    8.1.2 Printer Connections 135

8.2 Printer Type Comparison 135

    8.2.1 Inkjet Printers 135

    8.2.2 Laser Printers 135

    8.2.3 Laser Printing Process 136

    8.2.4 Thermal Printers and Impact Printers 136

    8.2.5 Virtual Printers 137

    8.2.6 3D Printers 137

8.3 Installing and Configuring Printers 138

    8.3.1 Installing and Updating a Printer 138

    8.3.2 Configuring Options and Default Settings 139

    8.3.3 Optimizing Printer Performance 139

8.4 Sharing Printers 140

    8.4.1 Operating System Settings for Sharing Printers 140

    8.4.2 Print Servers 141

8.5 Maintaining and Troubleshooting Printers 143

    8.5.1 Printer Preventive Maintenance 143

    8.5.2 Inkjet Printer Preventive Maintenance 143

    8.5.3 Laser Printer Preventive Maintenance 144

    8.5.4 Thermal Printer Preventive Maintenance 145

    8.5.5 Impact Printer Preventive Maintenance 145

    8.5.6 3D Printer Preventive Maintenance 145

    8.5.7 Applying the Troubleshooting Process to Printers 146

    8.5.8 Problems and Solutions 147

8.6 Summary 147

Chapter 8 Quiz 149

Chapter 8 Exam 149

Your Chapter Notes 149

Chapter 9 Virtualization and Cloud Computing 151

9.0 Introduction 151

9.1 Virtualization 151

    9.1.1 Virtualization 151

    9.1.2 Client-Side Virtualization 153

9.2 Cloud Computing 155

    9.2.1 Cloud Computing Applications 155

    9.2.2 Cloud Services 155

9.3 Summary 156

Chapter 9 Quiz 158

Chapter 9 Exam 158

Your Chapter Notes 158

Chapter 10 Windows Installation 159

10.0 Introduction 159

10.1 Modern Operating Systems 159

    10.1.1 Operating System Features 159

    10.1.2 Customer Requirements for an Operating System 160

    10.1.3 Operating System Upgrades 162

10.2 Disk Management 163

    10.2.1 Disk Management 163

10.3 Installation and Boot Sequence 166

    10.3.1 Basic Windows Installation 166

    10.3.2 Custom Installation Options 167

    10.3.3 Windows Boot Sequence 170

10.4 Summary 171

Chapter 10 Quiz 172

Chapter 10 Exam 172

Your Chapter Notes 172

Chapter 11 Windows Configuration 173

11.0 Introduction 173

11.1 Windows Desktop and File Explorer 173

    11.1.1 Comparing Windows Versions 173

    11.1.2 The Windows Desktop 175

    11.1.3 Windows Task Manager 178

    11.1.4 Windows File Explorer 180

11.2 Configure Windows with Control Panels 183

    11.2.1 Control Panel Utilities 183

    11.2.2 User and Account Control Panel Items 184

    11.2.3 Network and Internet Control Panels 185

    11.2.4 Display Settings and Control Panel 187

    11.2.5 Power and System Control Panels 188

    11.2.6 Hardware and Sound Control Panels 190

    11.2.7 Clock, Region, and Language 191

    11.2.8 Programs and Features Control Panels 192

    11.2.9 Other Control Panels 193

11.3 System Administration 194

    11.3.1 Administrative Tools 194

    11.3.2 System Utilities 197

    11.3.3 Disk Management 199

    11.3.4 Application Installation and Configuration 202

11.4 Command-Line Tools 204

    11.4.1 Using Windows CLI 204

    11.4.2 File System CLI Commands 205

    11.4.3 Disk CLI Commands 206

    11.4.4 Task and System CLI Commands 207

    11.4.5 Other Useful CLI Commands 207

11.5 Windows Networking 208

    11.5.1 Network Sharing and Mapping Drives 208

    11.5.2 Sharing Local Resources with Others 210

    11.5.3 Configure a Wired Network Connection 211

    11.5.4 Configure a Wireless Network Interfaces in Windows 213

    11.5.5 Remote Access Protocols 213

    11.5.6 Remote Desktop and Assistance 214

11.6 Common Preventive Maintenance Techniques for Operating Systems 215

    11.6.1 OS Preventive Maintenance Plan 215

    11.6.2 Backup and Restore 217

11.7 Basic Troubleshooting Process for Windows Operating Systems 218

    11.7.1 Applying Troubleshooting Process to Windows Operating Systems 218

    11.7.2 Common Problems and Solutions for Windows Operating Systems 219

    11.7.3 Advanced Troubleshooting for Windows Operating Systems 219

11.8 Summary 219

Chapter 11 Quiz 221

Chapter 11 Exam 221

Your Chapter Notes 221

Chapter 12 Mobile, Linux, and macOS Operating Systems 223

12.0 Introduction 223

12.1 Mobile Operating Systems 223

    12.1.1 Android vs. iOS 223

    12.1.2 Android Touch Interface 224

    12.1.3 iOS Touch Interface 224

    12.1.4 Common Mobile Device Features 225

12.2 Methods for Securing Mobile Devices 227

    12.2.1 Screen Locks and Biometric Authentication 227

    12.2.2 Cloud-Enabled Services for Mobile Devices 227

    12.2.3 Software Security 228

12.3 Linux and macOS Operating Systems 230

    12.3.1 Linux and macOS tools and features 230

    12.3.2 Linux and macOS Best Practices 233

    12.3.3 Basic CLI Commands 234

12.4 Basic Troubleshooting Process for Mobile, Linux, and macOS Operating Systems 236

    12.4.1 Applying the Troubleshooting Process to Mobile, Linux, and macOS Operating Systems 236

    12.4.2 Common Problems and Solutions for Other Operating Systems 237

12.5 Summary 237

Chapter 12 Quiz 239

Chapter 12 Exam 239

Your Chapter Notes 239

Chapter 13 Security 241

13.0 Introduction 241

13.1 Security Threats 241

    13.1.1 Malware 241

    13.1.2 Preventing Malware 243

    13.1.3 Network Attacks 246

    13.1.4 Social Engineering Attacks 247

13.2 Security Procedures 248

    13.2.1 Security Policy 248

    13.2.2 Protecting Physical Equipment 249

    13.2.3 Protecting Data 250

    13.2.4 Data Destruction 253

13.3 Securing Windows Workstations 254

    13.3.1 Securing a Workstation 254

    13.3.2 Windows Local Security Policy 256

    13.3.3 Managing Users and Groups 258

    13.3.4 Windows Firewall 260

    13.3.5 Web Security 262

    13.3.6 Security Maintenance 264

13.4 Wireless Security 265

    13.4.1 Configure Wireless Security 265

13.5 Basic Troubleshooting Process for Security 268

    13.5.1 Applying the Troubleshooting Process to Security 268

    13.5.2 Common Problems and Solutions for Security 269

13.6 Summary 269

Chapter 13 Quiz 271

Chapter 13 Exam 271

Your Chapter Notes 271

Chapter 14 The IT Professional 273

14.0 Introduction 273

14.1 Communication Skills and the IT Professional 273

    14.1.1 Communication Skills, Troubleshooting, and Professional Behavior 273

    14.1.2 Working with a Customer 275

    14.1.3 Professional Behavior 276

    14.1.4 The Customer Call 277

14.2 Operational Procedures 280

    14.2.1 Documentation 280

    14.2.2 Change Management 281

    14.2.3 Disaster Prevention and Recovery 281

14.3 Ethical and Legal Considerations 284

    14.3.1 Ethical and Legal Considerations in the IT Profession 284

    14.3.2 Legal Procedures Overview 287

14.4 Call Center Technicians 289

    14.4.1 Call Centers, Level One and Level Two Technicians 289

    14.4.2 Basic Scripting and the IT Professional 291

14.5 Summary 292

Chapter 14 Quiz 294

Chapter 14 Exam 294

Your Chapter Notes 294

 

 

9780135612163    TOC    10/1/2019