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.

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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.

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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).

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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.

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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.

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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.

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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.

	Created by Brian Pinzon about 9 years ago

Exercises