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A+ Study Guide - Chapter 1
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A+
220-801 ---- CHAPTER 1 .- OPERATIONAL PROCEDURES
Wednesday, January 28, 2015
12:22 PM
Exam Watch notes
Workplace Safety and Safe Equipment Handling
·
Remember that both high
voltage and low voltage can cause serious injuries and even death. Lack of
external burns on a person who has had an electric shock does not necessarily
mean that the injury is minor.
·
Most static discharges are
well above 600 volts, but it takes a charge of only about 30 volts to destroy a
computer component.
·
Remember that the ideal
humidity range for a room containing computer equipment is between 50 and 80
percent
Using the
wrong type of fire extinguisher on a fire can spread the fire, and using water
on an electrical fire could electrocute you.
·
you must never use an
antistatic strap attached to your body when working around high-voltage
devices.
Electromagnetic
Interference (EMI)
·
EMI is the disruption of signal
transmission caused by the radiation of electrical and magnetic fields.
·
Do not be confused by the similarity in
the names: ESD can damage or destroy hardware, whereas EMI usually causes
temporary problems and is more dangerous to data than to hardware. Similarly,
devices such as cordless phones and microwave ovens can cause radio frequency
interference (RFI), and can disrupt
network communications.
Working safely with Power
Supplies
·
Power supplies and CRT monitors are
high-voltage equipment. Never open them, and never wear an antistatic strap
while working with either of these components
ENVIROMENTAL CONCERNS FOR
IT PROFESSIONALS
Working in a Harsh
Enviroment
·
Power fluctuatons involve
all sorts of inconsistencies in the delivery of electrical power both too much
and too little. A Brownout IS A
period during which heavy demand or other problems cause a reuced flow of
power, which can cause computers to behave erratically and suddenly power off.
A Blackout is a complete loss of
power.
·
A UPS (Uninterruptible Power Supply),
is the most common device that protects from power brownouts and blackouts
while giving you time for saving important information.
·
Dealing with Prohibited
Content and Prohibited Activities
Acceptable-Use
Requirements and Behavior
·
Remember that your first response to
prohibited behavior should be to identify the behavior, report through proper
channels, and preserve the data (logs, etc.) or devices containing evidence of
the prohibited behavior.
·
EXERCISES
ESD-Proofing your Workspace
Whether
your workspace is a cubicle or desk at which you do minor repairs, or a
computer workbench where you do more extensive service on computers and
peripherals, follow these simple steps to ESD-proof your workspace:
1.
Maintain the room’s humidity between 50
percent and 80 percent.
2.
Spray your clothing and the work area
with antistatic spray. Never spray directly on the computer, its components,
printers, or scanners.
3.
Place an ESD mat on the workspace and
attach its alligator clip to something stationary and metal, such as the leg of
a table.
4.
Remove all jewelry, including rings.
5.
Put an ESD strap around your wrist, and
attach the other end to a stationary metal object (if it has an alligator clip)
or plug it into a wall outlet’s ground socket (only if the grounding strap has
an outlet prong).
***************************************************************************
SCENARIO & SOLUTION
I
need to remove a Phillips-head screw from a computer case, but I don’t have a
Phillips-head screwdriver that will fit. I would like to try a flat-bladed
screwdriver. Should I do it?
Don’t
use a flat-bladed screwdriver in a Phillips-head screw unless it is an
emergency. To avoid damaging the screw or the computer, wait until you can
obtain the correct tool.
Since
a laptop is portable, is there any reason why I should not move it from desk
to desk while it is operating?
A
laptop’s portability does not apply when it is up and running with the hard
drive spinning. Before moving any PC, even a laptop, select Shut Down within
Windows. After the computer turns off, unplug the power cord.
We
have excellent climate control in our computer server room and equipment
closet, but the manager prefers to keep the setting very cool and with a
humidity level below 50 percent. Is this OK?
Such
very low humidity levels create a perfect environment for ESD. At the very
least, the manager should adjust the climate controls so that the humidity is
above 50 percent, and raise the temperature to a comfortable level for
employees.
**************************************
SCENARIO
& SOLUTION
You
work for a new small business that is planning to create an equipment room to
house their network servers, network connection devices, and cabling.
Describe the temperature and humidity ranges that are generally safe for this
equipment.
The
recommended operating environment for computer equipment is in the range of
50 to 90 degrees Fahrenheit (10 to 32 degrees Centigrade) with relative
humidity between 50 and 80 percent.
What
may happen to a computer when power to it sags below the 115 V U.S. standard?
The
computer may reboot or power off.
What
documentation should a manufacturer provide that describes the proper
disposal information for a chemical?
A
material safety data sheet (MSDS) is a standardized document that contains
general information, ingredients, and fire and explosion warnings, as well as
health, disposal, and safe transportation information about a particular
product.
****************************************************************
SCENARIO
& SOLUTION
How
can I avoid a confrontation when someone else shows anger toward me?
Try
to stay calm, avoid becoming defensive, and do not reciprocate the anger.
I
try to put customers’ concerns into perspective for them by telling them
about others who are worse off. Is this a good practice?
No,
this is not a good practice because the customers will believe (rightly so)
that you are minimizing their concerns.
If
the company gives me a laptop to take home, do I have the right to use it for
personal purposes?
No.
Unless you have an unusual arrangement, you are to use the laptop given to
you by the company for business purposes only. Using it for personal purposes
is unprofessional.
I
get very bored with talking to customers at the front counter, and I find
that I can pick up my e-mail while listening to a customer’s description of a
problem. My boss has told me not to do this. Why is that?
This
behavior is inappropriate for many reasons. Just one is that you are not
showing the customer respect by letting him know that you are listening. And
you may miss important information if you do not use active listening
techniques.
I
enjoy sharing information about office politics and unannounced changes in
company policy. My boss has reprimanded me for this, but people seem to enjoy
listening. Why is doing this a problem?
This
behavior is inappropriate for many reasons. At the very least, revealing this
information shows a lack of discretion and does not engender trust in you,
even though people may seem to enjoy hearing the information.
***************************************************************
PROFESSIONALISM AND
PROPER COMMUNICATION
SCENARIO
& SOLUTION
You
suspect that another employee is involved in prohibited activities. What
should you do?
If
all you have is a suspicion, you really cannot take action. Wait until you
have proof.
You
are unsure what is defined as prohibited content and prohibited behavior
regarding the use of computer equipment in your organization. How can you
learn more?
Go
to a supervisor and tell her of your concern. Most organizations have manuals
defining acceptable-use policy and also offer training to all employees.
Your
company has a searchable policy document defining acceptable use. What term
should you search to discover what actions you must take in order to file a
claim against an employee for prohibited behavior?
Search
on “incident report” or similar language in order to find to whom you report,
what proof is needed, and the procedures required to file a claim.
TWO-MINUTE DRILL
KEY POINTS IN CHAPTER 1
Workplace
Safety and Safe Equipment Handling
·
Organize cables to avoid tripping
hazards, and use each appropriate repair tool only for its intended purpose.
·
Learn about fire safety, including the
types of possible fire fuels and the appropriate fire extinguisher to use for
each.
·
Protect your back when lifting and
moving equipment by following published guidelines for what and how to safely
lift.
·
Turn off all equipment and disconnect
the power cord before moving it, even laptops. Moving any computer while
powered up could damage the hard drive(s).
·
Avoid touching hot components, even
after powering the equipment off.
·
Do not try to service high-voltage
peripherals, such as CRTs, laser printers, and power supplies.
·
Do not use an ESD wristband when
working with high-voltage devices.
·
Both high-voltage and low-voltage
devices can cause serious injury or death under certain circumstances.
·
Electrostatic discharge (ESD) can cause
damage to equipment, and low humidity contributes to ESD.
·
Use ESD devices (ESD wrist straps, ESD
mats, and antistatic bags) when working with and storing computer equipment,
especially internal components.
·
Electromagnetic interference (EMI)
usually causes temporary problems and is more of a danger to data than to
equipment.
·
Once removed from a computer, a
component is susceptible to damage unless it is properly stored to protect it
from ESD and extremes of heat, cold, and humidity.
·
Take extra precautions when working
with a printer because long hair, loose clothing, and jewelry can catch in the
moving parts or pass ESD to the printer.
·
Do not try to operate a printer with
the cover off.
Environmental
Concerns for IT Professionals
·
You need to be aware of the workplace
environment and its effect on the health of people and equipment.
·
Use a climate-controlled environment
whenever possible for both people and equipment.
·
If you cannot maintain a good working
environment for equipment, consider using an appropriate enclosure or case that
will provide better ventilation and filtration.
·
The power a computer receives is also
part of its working environment. Use equipment to protect crucial equipment
from power fluctuations. A surge protector with a rating of 800 joules or
better is the least expensive protection from power surges.
·
An uninterruptible power supply (UPS)
protects from power fluctuations, brownouts, and blackouts.
·
Toxic metals and chemicals used in
computers and peripherals include mercury, cadmium, chromium, brominated
flame-retardants, and polychlorinated biphenyls (PCBs).
·
When a computer or component reaches
the end of its useful life, dispose of it appropriately for proper handling of
the toxic and reusable components.
Showing
Professionalism and Communicating Properly
·
Professionalism is a set of behaviors
that you should do whether you are being observed or not.
·
Always practice tact and discretion in
interactions with other people.
·
Professional behavior is respectful and
includes having a positive attitude, avoiding confrontation or having a
judgmental attitude, and never minimizing others’ concerns.
·
When you are respectful, you are
attentive and you respect confidentiality and privacy.
Dealing
with Prohibited Content or Activities
·
Prohibited content is any content that
an organization or government deems is harmful to the institution in general
and to all persons, or a certain class of persons, for which it is responsible.
·
Censorship is the act of defining
prohibited content, as well as restricting access to that content.
·
Slander is when someone makes verbal
statements that are false and defamatory about an individual or organization.
·
National and corporate secrets are
another form of prohibited content.
·
Governments have laws about prohibited
content and behavior, and many organizations have documents defining how laws
and the corporations’ rules apply to the employees and what employees must do
to comply, published as policies and procedures and/or security policies.