1. Course ILT Getting started with PC hardware support Unit objectives Identify the external components of a PC Distinguish between hardware, software, and firmware Describe troubleshooting models

2. Course ILT Topic A Topic A: Computer components overview Topic B: Hardware, software, and firmware Topic C: Troubleshooting models

3. Course ILT External components Case Monitor Speaker Keyboard Mouse

4. Course ILT Internal components Power supply CD-ROM drive Hard drive CPU/fan Motherboard Adapter Floppy drive

5. Course ILT Activity A-1 Identifying external components of a PC

6. Course ILT Notebook computer Monitor Keyboard Touchpad

7. Course ILT Activity A-2 Identifying the components of a network computer

8. Course ILT Topic B Topic A: Computer components overview Topic B: Hardware, software, and firmware Topic C: Troubleshooting models

9. Course ILT Hardware Physical components: –Monitor –Printer –CD or DVD drive –CPU processing chip

10. Course ILT Software Instructions processed by CPU –Operating system –Word processors –Spreadsheets –Graphics editors

11. Course ILT Firmware Software stored on a chip –Software written permanently or semi- permanently to a computer chip

12. Course ILT Activity B-1 Comparing hardware, software, and firmware

13. Course ILT Topic C Topic A: Computer components overview Topic B: Hardware, software, and firmware Topic C: Troubleshooting models

14. Course ILT Troubleshooting models CompTIA A+ troubleshooting model CompTIA Network+ model Novell network troubleshooting model The ASID model

15. Course ILT Basic stages of troubleshooting Back up data Divide and analyze Verify Research Document

16. Course ILT CompTIA A+ model Identify Analyze Test Evaluate Document

17. Course ILT CompTIA Network+ model Identify the exact issue Re-create the problem Isolate the cause Formulate a correction Implement the correction Test the solution Document the problem and solution Provide feedback

18. Course ILT Novell troubleshooting model Try some quick, obvious fixes Gather basic information Develop a plan Execute your plan Verify user satisfaction Document the problem and solution

19. Course ILT The ASID model Acquire Simplify Implement Document

20. Course ILT Documentation Paper vs. software Organization scheme Level of detail

21. Course ILT Microsoft Knowledge Base Problem and solution references Download patches and new releases Explanations for many Microsoft error messages URL is support.microsoft.com Print articles or save articles for later reference

22. Course ILT Activity C-1 Troubleshooting problems

23. Course ILT Unit summary Identified the external components of a PC Distinguished between hardware, software, and firmware Described troubleshooting models