UNIT 10: INCIDENT RESOLUTION AND TECHNICAL SUPPORT

UNIT 10: INCIDENT RESOLUTION AND TECHNICAL SUPPORT

1. 1. System maintenance

   • 1.1 Hardware y software
     • Hardware
       • Internal/External Cleaning
       • Status check (CPU, RAM, disk, power supply...)
       • Replacement of defective parts
     • Software:
       • Operating system update
       • Protection (antivirus, anti-spam)
       • Defragmentation
       • Backups
       • Installation of specific software
   • 1.2 Usuarios del sistema
     • Types of users:
       • Administrator
       • Standard user
       • Advanced user
     • Actions
       • Management of account activations/deactivations
       • Blocking of inactive accounts
       • Application of security policies
       • User data update
   • 1.3. Technical documentation
     • Keep documentation consistent with the hardware
     • Unify format (preference for digital)
     • Create customized abbreviated manuals

2. 2. Technical assistance

   • Passive assistance
     • Without direct intervention from the technician.
   • Active assistance
     • With direct intervention from the technician

3. 3. Management and resolution of incidents

   • 3.1 Incident Reporting
     • can be generated
       • From the user side
       • From the technician's side
     • main characteristics
       • Brevity and conciseness
       • A report for a problem
       • Issue a report only when necessary
       • All parts must be closed.
   • 3.2 Action Protocol
     • The action protocol establishes how to act in response to the resolution of an incident, to ensure that the process will be fast, efficient, and affect the rest of the system as little as possible.

4. 4. Unattended facilities

   • It is a process by which the installation sequence of one or more software packages on a computer system is automated.
     • 4.1 PXE
       • PXE Server
       • PXE Client
       • it is the combination of the DHCP and TFTP protocols
     • 4.2 Facilities management.
       • In the event that it is necessary to manage installations on multiple devices, located in the same place or in different locations, the unattended installation as we have explained loses effectiveness.
         • It is interesting to have the possibility of performing an installation remotely and automatically.
           • WDS
     • 4.3 Custom Collections
       • It is necessary to install not only the operating system on several devices, which would take a considerable amount of time.

5. 5. Remote administration

   • 5.1 Windows remote assistance
     • It is necessary to install the Remote Assistance feature.
       • allows managing a server team from another machine without needing to be present
   • 5.2 VNC
     • VNC Server
     • VNC Viewer
   • 4.3 TeamViewer
     • it is a free application for non-commercial use.
       • The complete one
       • The one belonging to the user