RBrown_Module 04 Assignment - Processes for Working in the Field_022524
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Feb 20, 2024
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Module 04 Assignment - Processes for Working in the Field
Roy Brown
Rasmussen University
CIS1648C Section 01 Hardware and Software II
Christine Stagnetto-Zweig
02/19/24
IT Department Training Manual
Case Scenario
Often technicians must go into the field to perform troubleshooting and repairs. Knowing what
questions to ask the client, what tools and supplies to bring, and how to look for the specifications
of the computer equipment being repaired is critical. The client will also have data that must be
preserved and protected from damage. If the client is a home or small business user, simple
maintenance tasks will need to be recommended and scheduled. For enterprise clients, the
maintenance tasks will be very different in how it is run and monitored. Using this template,
document a comprehensive training guide for field analysis that addresses installation and
troubleshooting.
Thinking about going into the field to do troubleshooting and repairs, what should the technician
know? Include the following in the manual:
1.)
How would the technician in the field find the hardware and OS version of the PCs
encountered? If the computer is a custom-built, generic machine, how would the hardware
specifications and components be determined? What's the best way to locate the current
drivers for the computer?
A reliable and quick way to find the hardware and OS version of a computer is by going through
“Settings” , then “System” and lastly “About”. This is where you’ll find the basic info on the
processor, OS version, system type, RAM, device name and the Windows Specifications and OS
build. For a custom-built, generic machine, you can go through the command prompt to get
system information, you can also search for the system's information or configuration in the
settings of whatever device you’re working on. The best way to locate the current drivers on a
computer is in Device Manager. This is where you can find all driver details and diagnose whether
an update or reinstall is necessary.
2.) What questions should be asked of the client before arriving at the site? What questions should
be asked of the client about what happened prior to the problem happening? What questions
about how the computer is used on site should be asked? What questions should be asked about
recent software installations?
Some questions that would be ideal to ask the client is how long the issue has been happening or
when the problem first occurred and is it repetitive, what problem are they experiencing, if anyone
else is having the same issue, if the issue is isolated to only one device or network and what have
they tried to do to resolve the issue. The client should be asked if they did anything differently prior
to the issue or if any changes were made to the device, such as an application install, update or
anything of that nature. The field technician should ask the client if multiple people use the
computer and what it’s used for. As stated before, as far as recent software installations, the field
technician should ask the client if there were any applications, updates, software installs from the
internet, and any files downloaded.
3.) What data protection steps are required while working in the field? How should the technician
protect the computer from static while working on it? What questions should be asked about
backups? What areas on the computer are a priority to backup for the customer? Why is
virus/malware protection and power protection important for the client?
Some steps that are required are backing up data before working on the device, identifying system
vulnerabilities and performing any necessary encryption of data. The technician can protect the
computer from electro-static discharge by disconnecting the power, removing anything that
generates static electricity such as jewelry, using an ESD mat, and using antistatic wrist straps.
Asking the client when the last backup ran and if they have any important data that needs to be
backed up would be helpful. The most important things to back up on a computer are files,
documents, data, pictures, videos, media files, downloads, and applications. Virus and malware
protection is essential because it prevents someone stealing their sensitive data and information,
their files being deleted or damaged, the computer slowing down, spam, and cyberattacks. A good
quality antivirus software offers real time protection. Power protection is important as well
because it provides backup power in case there is a power outage.
4.) What are the suggested maintenance tasks for the customer's consumer systems? How are
they monitored? What are the suggested maintenance tasks for enterprise systems? How are they
monitored?
Maintenance for a personal or home consumer system is different from that of an enterprise
system for a business or organization. For both systems, keeping the devices in a good condition,
keeping the operating system up to date, keeping the antivirus and malware protection software
running and current, changing passwords on a frequent basis, uninstalling apps and programs that
are no longer used and being mindful of things that are downloaded or opened from the internet or
through email attachments. For a customer’s consumer system, it can be monitored through
system applications such as Disk Cleanup, Event Viewer and the Automatic Maintenance feature.
For enterprise systems, performing hard drive and memory updates, backing up data frequently,
running a disk cleanup, and setting up firewalls are beneficial. These can be monitored through a
system administrator performing maintenance checks, establishing a maintenance schedule and
record, and software that can track websites and apps used by employees.
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5.) List the tools and spare equipment the technician would need while working in the field.
1.
Tech toolkit for all devices and computer types (such as an iFixit Pro Tech Toolkit)
2.
ESD mat, wrist straps, anti-static bags
3.
Cable tester
4.
Multi-meter
5.
Laptop
6.
Power supply / power supply tester
7.
Journal ( to document and record solutions and problems)
8.
Safety gear
9.
Spare monitors, keyboards, mice and batteries
10. Spare power cables/cords
11.
Spare network cables
12. Crimping tool (if needed)
13. punch down tool
References
https://www.skedulo.com/what-is-field-service-management/
https://global.hitachi-solutions.com/blog/field-service-management/
https://www.fieldcircle.com/articles/field-services-processes/