Cisco Networking Academy
IT Essentials Companion Guide v7
Paperback Engels 2020 9780135645376
Verwachte levertijd ongeveer 9 werkdagen
Samenvatting
IT Essentials v7 Companion Guide supports the Cisco Networking Academy IT Essentials version 7 course. The course is designed for Cisco Networking Academy students who want to pursue careers in IT and learn how computers work, how to assemble computers, and how to safely and securely troubleshoot hardware and software issues.
As CompTIA Approved Quality Content, the course also helps students prepare for the CompTIA A+ certification exams. Students must pass both exams to earn the CompTIA A+ certification.
The features of the Companion Guide are designed to help students study and succeed in this course: Chapter objectives–Review core concepts by answering the focus questions listed at the beginning of each chapter. Key terms–Refer to the updated lists of networking vocabulary introduced, and turn to the highlighted terms in context. Course section numbering–Follow along with the course heading numbers to easily jump online to complete labs, activities, and quizzes referred to within the text. Check Your Understanding Questions and Answer Key–Evaluate your readiness with the updated end-of-chapter questions that match the style of questions you see on the online course quizzes.
Specificaties
ISBN13:9780135645376
Taal:Engels
Bindwijze:Paperback
Uitgever:Pearson Education
Serie:Companion Guide
Lezersrecensies
Wees de eerste die een lezersrecensie schrijft!
Inhoudsopgave
<p style="margin:0px;">Introduction xxxiii</p> <p style="margin:0px;">Chapter 1 Introduction to Personal Computer Hardware 1</p> <p style="margin:0px;">Objectives 1</p> <p style="margin:0px;">Key Terms 1</p> <p style="margin:0px;">Introduction to Personal Computers (1.0) 4</p> <p style="margin:0px;">Personal Computers (1.1) 4</p> <p style="margin:0px;"> What Is in a Computer? (1.1.1) 4</p> <p style="margin:0px;"> Electrical and ESD Safety (1.1.2) 5</p> <p style="margin:0px;">PC Components (1.2) 6</p> <p style="margin:0px;"> Case and Power Supplies (1.2.1) 6</p> <p style="margin:0px;"> Motherboards (1.2.2) 12</p> <p style="margin:0px;"> CPUs and Cooling Systems (1.2.3) 16</p> <p style="margin:0px;"> Memory (1.2.4) 18</p> <p style="margin:0px;"> Adapter Cards and Expansion Slots (1.2.5) 25</p> <p style="margin:0px;"> Hard Disk Drives and SSDs (1.2.6) 28</p> <p style="margin:0px;"> Optical Storage Devices (1.2.7) 32</p> <p style="margin:0px;"> Ports, Cables, and Adapters (1.2.8) 34</p> <p style="margin:0px;"> Input Devices (1.2.9) 42</p> <p style="margin:0px;"> Output Devices (1.2.10) 50</p> <p style="margin:0px;">Computer Disassembly (1.3) 53</p> <p style="margin:0px;"> The Technician’s Toolkit (1.3.1) 53</p> <p style="margin:0px;"> Computer Disassembly (1.3.2) 53</p> <p style="margin:0px;">Summary (1.4) 54</p> <p style="margin:0px;">Practice 54</p> <p style="margin:0px;">Check Your Understanding Questions 55</p> <p style="margin:0px;">Chapter 2 PC Assembly 59</p> <p style="margin:0px;">Objectives 59</p> <p style="margin:0px;">Key Terms 59</p> <p style="margin:0px;">Introduction to PC Assembly (2.0) 61</p> <p style="margin:0px;">Assemble the Computer (2.1) 61</p> <p style="margin:0px;"> General and Fire Safety (2.1.1) 61</p> <p style="margin:0px;"> Open the Case and Connect the Power Supply (2.1.2) 62</p> <p style="margin:0px;"> Install the Motherboard Components (2.1.3) 65</p> <p style="margin:0px;"> Install Internal Drives (2.1.4) 69</p> <p style="margin:0px;"> Install the Adapter Cards (2.1.5) 74</p> <p style="margin:0px;"> Select Additional Storage (2.1.6) 81</p> <p style="margin:0px;"> Install the Cables (2.1.7) 84</p> <p style="margin:0px;">Summary (2.2) 90</p> <p style="margin:0px;">Practice 91</p> <p style="margin:0px;">Check Your Understanding Questions 91</p> <p style="margin:0px;">Chapter 3 Advanced Computer Hardware 95</p> <p style="margin:0px;">Objectives 95</p> <p style="margin:0px;">Key Terms 95</p> <p style="margin:0px;">Introduction to Advanced Computer Hardware (3.0) 98</p> <p style="margin:0px;">Boot the Computer (3.1) 98</p> <p style="margin:0px;"> POST, BIOS, CMOS, and UEFI (3.1.1) 99</p> <p style="margin:0px;"> BIOS/UEFI Configuration (3.1.2) 104</p> <p style="margin:0px;">Electrical Power (3.2) 107</p> <p style="margin:0px;"> Wattage and Voltage (3.2.1) 107</p> <p style="margin:0px;"> Power Fluctuation and Protection (3.2.2) 109</p> <p style="margin:0px;">Advanced Computer Functionality (3.3) 111</p> <p style="margin:0px;"> CPU Architectures and Operation (3.3.1) 111</p> <p style="margin:0px;"> RAID (3.3.2) 117</p> <p style="margin:0px;"> Ports, Connectors, and Cables (3.3.3) 119</p> <p style="margin:0px;"> Monitors (3.3.4) 135</p> <p style="margin:0px;">Computer Configuration (3.4) 140</p> <p style="margin:0px;"> Upgrade Computer Hardware (3.4.1) 140</p> <p style="margin:0px;"> Configurations for Specialized Computers (3.4.2) 145</p> <p style="margin:0px;">Protecting the Environment (3.5) 155</p> <p style="margin:0px;"> Safe Disposal of Equipment and Supplies (3.5.1) 155</p> <p style="margin:0px;">Summary (3.6) 158</p> <p style="margin:0px;">Practice 159</p> <p style="margin:0px;">Check Your Understanding Questions 159</p> <p style="margin:0px;">Chapter 4 Preventive Maintenance and Troubleshooting 163</p> <p style="margin:0px;">Objectives 163</p> <p style="margin:0px;">Key Terms 163</p> <p style="margin:0px;">Introduction (4.0) 164</p> <p style="margin:0px;">Preventive Maintenance (4.1) 164</p> <p style="margin:0px;"> PC Preventive Maintenance Overview (4.1.1) 164</p> <p style="margin:0px;">Troubleshooting Process (4.2) 167</p> <p style="margin:0px;"> Troubleshooting Process Steps (4.2.1) 167</p> <p style="margin:0px;"> Common Problems and Solutions for PCs (4.2.2) 176</p> <p style="margin:0px;"> Apply Troubleshooting Process to Computer Components and Peripherals (4.2.3) 185</p> <p style="margin:0px;">Summary (4.3) 188</p> <p style="margin:0px;">Practice 188</p> <p style="margin:0px;">Check Your Understanding Questions 189</p> <p style="margin:0px;">Chapter 5 Networking Concepts 193</p> <p style="margin:0px;">Objectives 193</p> <p style="margin:0px;">Key Terms 193</p> <p style="margin:0px;">Introduction (5.0) 196</p> <p style="margin:0px;">Network Components and Types (5.1) 196</p> <p style="margin:0px;"> Types of Networks (5.1.1) 196</p> <p style="margin:0px;"> Internet Connection Types (5.1.2) 203</p> <p style="margin:0px;">Networking Protocols, Standards, and Services (5.2) 207</p> <p style="margin:0px;"> Transport Layer Protocols (5.2.1) 208</p> <p style="margin:0px;"> Application Port Numbers (5.2.2) 213</p> <p style="margin:0px;"> Wireless Protocols (5.2.3) 217</p> <p style="margin:0px;"> Network Services (5.2.4) 222</p> <p style="margin:0px;">Network Devices (5.3) 232</p> <p style="margin:0px;"> Basic Network Devices (5.3.1) 232</p> <p style="margin:0px;"> Security Devices (5.3.2) 238</p> <p style="margin:0px;"> Other Network Devices (5.3.3) 242</p> <p style="margin:0px;">Network Cables (5.4) 246</p> <p style="margin:0px;"> Network Tools (5.4.1) 246</p> <p style="margin:0px;">Copper Cables and Connectors (5.4.2) 251</p> <p style="margin:0px;"> Fiber Cables and Connectors (5.4.3) 256</p> <p style="margin:0px;">Summary (5.5) 262</p> <p style="margin:0px;">Practice 263</p> <p style="margin:0px;">Check Your Understanding Questions 263</p> <p style="margin:0px;">Chapter 6 Applied Networking 267</p> <p style="margin:0px;">Objectives 267</p> <p style="margin:0px;">Key Terms 267</p> <p style="margin:0px;">Introduction (6.0) 269</p> <p style="margin:0px;">Device to Network Connection (6.1) 269</p> <p style="margin:0px;"> Network Addressing (6.1.1) 269</p> <p style="margin:0px;"> Configure a NIC (6.1.2) 280</p> <p style="margin:0px;"> Configure a Wired and Wireless Network (6.1.3) 286</p> <p style="margin:0px;"> Firewall Settings (6.1.4) 299</p> <p style="margin:0px;"> IoT Device Configuration (6.1.5) 307</p> <p style="margin:0px;">Basic Troubleshooting Process for Networks (6.2) 309</p> <p style="margin:0px;"> Applying the Troubleshooting Process to Networks (6.2.1) 310</p> <p style="margin:0px;"> Network Problems and Solutions (6.2.2) 313</p> <p style="margin:0px;">Summary (6.3) 319</p> <p style="margin:0px;">Practice 319</p> <p style="margin:0px;">Check Your Understanding Questions 320</p> <p style="margin:0px;">Chapter 7 Laptops and Other Mobile Devices 325</p> <p style="margin:0px;">Objectives 325</p> <p style="margin:0px;">Key Terms 325</p> <p style="margin:0px;">Introduction (7.0) 328</p> <p style="margin:0px;">Characteristics of Laptops and Other Mobile Devices (7.1) 328</p> <p style="margin:0px;"> Mobile Device Overview (7.1.1) 329</p> <p style="margin:0px;"> Laptop Components (7.1.2) 336</p> <p style="margin:0px;"> Laptop Display Components (7.1.3) 341</p> <p style="margin:0px;">Laptop Configuration (7.2) 344</p> <p style="margin:0px;"> Power Settings Configuration (7.2.1) 344</p> <p style="margin:0px;"> Wireless Configuration (7.2.2) 346</p> <p style="margin:0px;">Laptop Hardware and Component Installation and Configuration (7.3) 350</p> <p style="margin:0px;"> Expansion Slots (7.3.1) 351</p> <p style="margin:0px;"> Replacing Laptop Components (7.3.2) 356</p> <p style="margin:0px;">Other Mobile Device Hardware Overview (7.4) 360</p> <p style="margin:0px;"> Other Mobile Device Hardware (7.4.1) 360</p> <p style="margin:0px;"> Specialty Mobile Devices (7.4.2) 364</p> <p style="margin:0px;">Network Connectivity and Email (7.5) 368</p> <p style="margin:0px;"> Wireless and Cellular Data Networks (7.5.1) 368</p> <p style="margin:0px;"> Bluetooth (7.5.2) 374</p> <p style="margin:0px;"> Configuring Email (7.5.3) 378</p> <p style="margin:0px;"> Mobile Device Synchronization (7.5.4) 383</p> <p style="margin:0px;">Preventive Maintenance for Laptops and Other Mobile Devices (7.6) 388</p> <p style="margin:0px;"> Scheduled Maintenance for Laptops and Other Mobile Devices (7.6.1) 388</p> <p style="margin:0px;">Basic Troubleshooting Process for Laptops and Other Mobile Devices (7.7) 391</p> <p style="margin:0px;"> Applying the Troubleshooting Process to Laptops and Other Mobile Devices (7.7.1) 391</p> <p style="margin:0px;"> Common Problems and Solutions for Laptops and Other Mobile Devices (7.7.2) 395</p> <p style="margin:0px;">Summary (7.8) 401</p> <p style="margin:0px;">Practice 402</p> <p style="margin:0px;">Check Your Understanding Questions 402</p> <p style="margin:0px;">Chapter 8 Printers 407</p> <p style="margin:0px;">Objectives 407</p> <p style="margin:0px;">Key Terms 407</p> <p style="margin:0px;">Introduction (8.0) 409</p> <p style="margin:0px;">Common Printer Features (8.1) 409</p> <p style="margin:0px;"> Characteristics and Capabilities (8.1.1) 409</p> <p style="margin:0px;"> Printer Connections (8.1.2) 413</p> <p style="margin:0px;">Printer Type Comparison (8.2) 417</p> <p style="margin:0px;"> Inkjet Printers (8.2.1) 417</p> <p style="margin:0px;"> Laser Printers (8.2.2) 423</p> <p style="margin:0px;"> Laser Printing Process (8.2.3) 427</p> <p style="margin:0px;"> Thermal Printers and Impact Printers (8.2.4) 434</p> <p style="margin:0px;"> Virtual Printers (8.2.5) 437</p> <p style="margin:0px;"> 3D Printers (8.2.6) 438</p> <p style="margin:0px;">Installing and Configuring Printers (8.3) 442</p> <p style="margin:0px;"> Installing and Updating a Printer (8.3.1) 442</p> <p style="margin:0px;"> Configuring Options and Default Settings (8.3.2) 444</p> <p style="margin:0px;"> Optimizing Printer Performance (8.3.3) 446</p> <p style="margin:0px;">Sharing Printers (8.4) 448</p> <p style="margin:0px;"> Operating System Settings for Sharing Printers (8.4.1) 448</p> <p style="margin:0px;"> Print Servers (8.4.2) 451</p> <p style="margin:0px;">Maintaining and Troubleshooting Printers (8.5) 454</p> <p style="margin:0px;"> Printer Preventive Maintenance (8.5.1) 454</p> <p style="margin:0px;"> Inkjet Printer Preventive Maintenance (8.5.2) 456</p> <p style="margin:0px;"> Laser Printer Preventive Maintenance (8.5.3) 456</p> <p style="margin:0px;"> Thermal Printer Preventive Maintenance (8.5.4) 457</p> <p style="margin:0px;"> Impact Printer Preventive Maintenance (8.5.5) 459</p> <p style="margin:0px;"> 3D Printer Preventive Maintenance (8.5.6) 460</p> <p style="margin:0px;"> Applying the Troubleshooting Process to Printers (8.5.7) 461</p> <p style="margin:0px;"> Problems and Solutions (8.5.8) 464</p> <p style="margin:0px;">Summary (8.6) 468</p> <p style="margin:0px;">Practice 469</p> <p style="margin:0px;">Check Your Understanding Questions 469</p> <p style="margin:0px;">Chapter 9 Virtualization and Cloud Computing 473</p> <p style="margin:0px;">Objectives 473</p> <p style="margin:0px;">Key Terms 473</p> <p style="margin:0px;">Introduction (9.0) 474</p> <p style="margin:0px;">Virtualization (9.1) 474</p> <p style="margin:0px;"> Virtualization (9.1.1) 474</p> <p style="margin:0px;"> Client-Side Virtualization (9.1.2) 478</p> <p style="margin:0px;">Cloud Computing (9.2) 483</p> <p style="margin:0px;"> Cloud Computing Applications (9.2.1) 483</p> <p style="margin:0px;"> Cloud Services (9.2.2) 484</p> <p style="margin:0px;">Summary (9.3) 488</p> <p style="margin:0px;">Practice 488</p> <p style="margin:0px;">Check Your Understanding Questions 489</p> <p style="margin:0px;">Chapter 10 Windows Installation 493</p> <p style="margin:0px;">Objectives 493</p> <p style="margin:0px;">Key Terms 493</p> <p style="margin:0px;">Introduction (10.0) 495</p> <p style="margin:0px;">Modern Operating Systems (10.1) 495</p> <p style="margin:0px;"> Operating System Features (10.1.1) 495</p> <p style="margin:0px;"> Customer Requirements for an Operating System (10.1.2) 500</p> <p style="margin:0px;"> Operating System Upgrades (10.1.3) 504</p> <p style="margin:0px;">Disk Management (10.2) 509</p> <p style="margin:0px;"> Disk Management (10.2.1) 509</p> <p style="margin:0px;">Installation and Boot Sequence (10.3) 515</p> <p style="margin:0px;"> Basic Windows Installation (10.3.1) 515</p> <p style="margin:0px;"> Custom Installation Options (10.3.2) 517</p> <p style="margin:0px;"> Windows Boot Sequence (10.3.3) 524</p> <p style="margin:0px;">Summary (10.4) 528</p> <p style="margin:0px;">Practice 528</p> <p style="margin:0px;">Labs 528</p> <p style="margin:0px;">Check Your Understanding Questions 529</p> <p style="margin:0px;">Chapter 11 Windows Configuration 533</p> <p style="margin:0px;">Objectives 533</p> <p style="margin:0px;">Key Terms 534</p> <p style="margin:0px;">Introduction (11.0) 538</p> <p style="margin:0px;">Windows Desktop and File Explorer (11.1) 538</p> <p style="margin:0px;"> Comparing Windows Versions (11.1.1) 539</p> <p style="margin:0px;"> The Windows Desktop (11.1.2) 542</p> <p style="margin:0px;"> Windows Task Manager (11.1.3) 554</p> <p style="margin:0px;"> Windows File Explorer (11.1.4) 556</p> <p style="margin:0px;">Configure Windows with Control Panels (11.2) 567</p> <p style="margin:0px;"> Control Panel Utilities (11.2.1) 567</p> <p style="margin:0px;"> User and Account Control Panel Items (11.2.2) 575</p> <p style="margin:0px;"> Network and Internet Control Panels (11.2.3) 579</p> <p style="margin:0px;"> Display Settings and Control Panel (11.2.4) 588</p> <p style="margin:0px;"> Power and System Control Panels (11.2.5) 591</p> <p style="margin:0px;"> Hardware and Sound Control Panels (11.2.6) 600</p> <p style="margin:0px;"> Clock, Region, and Language (11.2.7) 604</p> <p style="margin:0px;"> Programs and Features Control Panels (11.2.8) 608</p> <p style="margin:0px;"> Other Control Panels (11.2.9) 610</p> <p style="margin:0px;">System Administration (11.3) 614</p> <p style="margin:0px;"> Administrative Tools (11.3.1) 614</p> <p style="margin:0px;"> System Utilities (11.3.2) 624</p> <p style="margin:0px;"> Disk Management (11.3.3) 631</p> <p style="margin:0px;"> Application Installation and Configuration (11.3.4) 639</p> <p style="margin:0px;">Command-Line Tools (11.4) 644</p> <p style="margin:0px;"> Using Windows CLI (11.4.1) 644</p> <p style="margin:0px;"> File System CLI Commands (11.4.2) 650</p> <p style="margin:0px;"> Disk CLI Commands (11.4.3) 666</p> <p style="margin:0px;"> Task and System CLI Commands (11.4.4) 670</p> <p style="margin:0px;"> Other Useful CLI Commands (11.4.5) 675</p> <p style="margin:0px;">Windows Networking (11.5) 680</p> <p style="margin:0px;"> Network Sharing and Mapping Drives (11.5.1) 680</p> <p style="margin:0px;"> Sharing Local Resources with Others (11.5.2) 685</p> <p style="margin:0px;"> Configure a Wired Network Connection (11.5.3) 688</p> <p style="margin:0px;"> Configure a Wireless Network Interface in Windows (11.5.4) 695</p> <p style="margin:0px;"> Remote Access Protocols (11.5.5) 697</p> <p style="margin:0px;"> Remote Desktop and Assistance (11.5.6) 699</p> <p style="margin:0px;">Common Preventive Maintenance Techniques for Operating Systems (11.6) 700</p> <p style="margin:0px;"> OS Preventive Maintenance Plan (11.6.1) 700</p> <p style="margin:0px;"> Backup and Restore (11.6.2) 704</p> <p style="margin:0px;">Basic Troubleshooting Process for Windows Operating Systems (11.7) 707</p> <p style="margin:0px;"> Applying Troubleshooting Process to Windows Operating Systems (11.7.1) 707</p> <p style="margin:0px;"> Common Problems and Solutions for Windows Operating Systems (11.7.2) 711</p> <p style="margin:0px;"> Advanced Troubleshooting for Windows Operating Systems (11.7.3) 716</p> <p style="margin:0px;">Summary (11.8) 720</p> <p style="margin:0px;">Practice 721</p> <p style="margin:0px;">Check Your Understanding Questions 722</p> <p style="margin:0px;">Chapter 12 Mobile, Linux, and macOS Operating Systems 727</p> <p style="margin:0px;">Objectives 727</p> <p style="margin:0px;">Key Terms 727</p> <p style="margin:0px;">Introduction (12.0) 729</p> <p style="margin:0px;">Mobile Operating Systems (12.1) 729</p> <p style="margin:0px;"> Android vs. iOS (12.1.1) 729</p> <p style="margin:0px;"> Android Touch Interface (12.1.2) 734</p> <p style="margin:0px;"> iOS Touch Interface (12.1.3) 737</p> <p style="margin:0px;"> Common Mobile Device Features (12.1.4) 741</p> <p style="margin:0px;">Methods for Securing Mobile Devices (12.2) 755</p> <p style="margin:0px;"> Screen Locks and Biometric Authentication (12.2.1) 755</p> <p style="margin:0px;"> Cloud-Enabled Services for Mobile Devices (12.2.2) 758</p> <p style="margin:0px;"> Software Security (12.2.3) 763</p> <p style="margin:0px;">Linux and macOS Operating Systems (12.3) 767</p> <p style="margin:0px;"> Linux and macOS Tools and Features (12.3.1) 767</p> <p style="margin:0px;"> Linux and macOS Best Practices (12.3.2) 778</p> <p style="margin:0px;"> Basic CLI Commands (12.3.3) 783</p> <p style="margin:0px;">Basic Troubleshooting Process for Mobile, Linux, and macOS Operating Systems (12.4) 793</p> <p style="margin:0px;"> Applying the Troubleshooting Process to Mobile, Linux, and macOS Operating Systems (12.4.1) 794</p> <p style="margin:0px;"> Common Problems and Solutions for Other Operating Systems (12.4.2) 798</p> <p style="margin:0px;">Summary (12.5) 805</p> <p style="margin:0px;">Practice 805</p> <p style="margin:0px;">Check Your Understanding Questions 806</p> <p style="margin:0px;">Chapter 13 Security 811</p> <p style="margin:0px;">Objectives 811</p> <p style="margin:0px;">Key Terms 811</p> <p style="margin:0px;">Introduction (13.0) 814</p> <p style="margin:0px;">13.1 Security Threats (13.1) 814</p> <p style="margin:0px;"> Malware (13.1.1) 814</p> <p style="margin:0px;"> Preventing Malware (13.1.2) 820</p> <p style="margin:0px;"> Network Attacks (13.1.3) 825</p> <p style="margin:0px;"> Social Engineering Attacks (13.1.4) 830</p> <p style="margin:0px;">Security Procedures (13.2) 834</p> <p style="margin:0px;"> Security Policy (13.2.1) 834</p> <p style="margin:0px;"> Protecting Physical Equipment (13.2.2) 835</p> <p style="margin:0px;"> Protecting Data (13.2.3) 841</p> <p style="margin:0px;"> Data Destruction (13.2.4) 847</p> <p style="margin:0px;">Securing Windows Workstations (13.3) 849</p> <p style="margin:0px;"> Securing a Workstation (13.3.1) 849</p> <p style="margin:0px;"> Windows Local Security Policy (13.3.2) 855</p> <p style="margin:0px;"> Managing Users and Groups (13.3.3) 860</p> <p style="margin:0px;"> Windows Firewall (13.3.4) 869</p> <p style="margin:0px;"> Web Security (13.3.5) 876</p> <p style="margin:0px;"> Security Maintenance (13.3.6) 882</p> <p style="margin:0px;">Wireless Security (13.4) 885</p> <p style="margin:0px;"> Configure Wireless Security (13.4.1) 886</p> <p style="margin:0px;">Basic Troubleshooting Process for Security (13.5) 900</p> <p style="margin:0px;"> Applying the Troubleshooting Process to Security (13.5.1) 900</p> <p style="margin:0px;"> Common Problems and Solutions for Security (13.5.2) 904</p> <p style="margin:0px;">Summary (13.6) 906</p> <p style="margin:0px;">Practice 907</p> <p style="margin:0px;">Check Your Understanding Questions 908</p> <p style="margin:0px;">Chapter 14 The IT Professional 913</p> <p style="margin:0px;">Objectives 913</p> <p style="margin:0px;">Key Terms 913</p> <p style="margin:0px;">Introduction (14.0) 915</p> <p style="margin:0px;">Communication Skills and the IT Professional (14.1) 915</p> <p style="margin:0px;"> Communication Skills, Troubleshooting, and Professional Behavior (14.1.1) 915</p> <p style="margin:0px;"> Working with a Customer (14.1.2) 917</p> <p style="margin:0px;"> Professional Behavior (14.1.3) 919</p> <p style="margin:0px;"> The Customer Call (14.1.4) 922</p> <p style="margin:0px;">Operational Procedures (14.2) 925</p> <p style="margin:0px;"> Documentation (14.2.1) 925</p> <p style="margin:0px;"> Change Management (14.2.2) 928</p> <p style="margin:0px;"> Disaster Prevention and Recovery (14.2.3) 931</p> <p style="margin:0px;">Ethical and Legal Considerations (14.3) 934</p> <p style="margin:0px;"> Ethical and Legal Considerations in the IT Profession (14.3.1) 935</p> <p style="margin:0px;"> Legal Procedures Overview (14.3.2) 940</p> <p style="margin:0px;">Call Center Technicians (14.4) 944</p> <p style="margin:0px;"> Call Centers, Level One and Level Two Technicians (14.4.1) 944</p> <p style="margin:0px;"> Basic Scripting and the IT Professional (14.4.2) 949</p> <p style="margin:0px;">Summary (14.5) 958</p> <p style="margin:0px;">Practice 959</p> <p style="margin:0px;">Check Your Understanding Questions 959</p> <p style="margin:0px;">Appendix A Answers to “Check Your Understanding” Questions 965</p> <p style="margin:0px;">Glossary 985</p> <p style="margin:0px;"> </p> <p style="margin:0px;"> </p> <p style="margin:0px;"></p> <p style="margin:0px;">9780135645376 TOC 1/30-2020 </p>
Rubrieken
- advisering
- algemeen management
- coaching en trainen
- communicatie en media
- economie
- financieel management
- inkoop en logistiek
- internet en social media
- it-management / ict
- juridisch
- leiderschap
- marketing
- mens en maatschappij
- non-profit
- ondernemen
- organisatiekunde
- personal finance
- personeelsmanagement
- persoonlijke effectiviteit
- projectmanagement
- psychologie
- reclame en verkoop
- strategisch management
- verandermanagement
- werk en loopbaan