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Unit 12 Lesson 2

Diagnostic and Monitoring tools used by support staff. Software tools for IT support. Unit 12 Lesson 2. Diagnostic - Monitoring - What is the difference between them. Definition. Diagnostic - Symptom or a distinguishing feature serving as supporting evidence in a diagnosis.

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Unit 12 Lesson 2

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  1. Diagnostic and Monitoring tools used by support staff Software tools for IT support Unit 12 Lesson 2

  2. Diagnostic - Monitoring - What is the difference between them. Definition

  3. Diagnostic - Symptom or a distinguishing feature serving as supporting evidence in a diagnosis. • Indicating the nature of a issue. • Monitoring - The act of observing something (and sometimes keeping a record of it). Definition

  4. What is the "use, purpose and characteristics of such a tool”? Can be used to identify/detect features, issues or display poor performance(measureable). E.g. type of memory/ Voltage/ Speed in Mhz/temperature. E.g. Specification (CPUz) What diagnostic information is displayed? (Stud Share Unit 28 Load up CPU_Z answer the CPU_Z questions) Software Diagnostic tools

  5. What is the "use, purpose and characteristics of such a tool”? Measure performance , typically in real time and possibly record the results for the technician to read. E.g. test memory performance, paging, etc. Hard disk space / Network performance. Example Control Panel, performance tool, custom monitor E.g. Identify CPU usage, processes and memory usage E.g. monitor hardware (CPU temp, voltages etc - e.g. speedfan.) Software monitoring tools

  6. Are the following tools – Diagnostic,monitoring or both? CPUz Wireshark Ultimate Boot CD Task Manager Event Viewer Control Panel – Example Apps – used by support staff

  7. Are the following tools – Diagnostic,monitoring or both? • CPUz • Diagnostic and monitoring tool • Wireshark • Diagnostic and monitoring • Ultimate Boot CD • Diagnostic • Task Manager • Monitoring/Diagnostic tool • Event Viewer • Diagnostic tool • Control Panel – • Diagnostic (Device Manager) Example Apps – used by support staff

  8. Use the net to research the following: • Cyclone Systems – Locally based • Net Prefect Identify network issues, provide useful messages to aid non technical users to resolve the issue. • Hyperic- http://www.hyperic.com/ • Interactive demo - http://www.hyperic.com/offers/systems-monitoring-demo-video • Monitors Server systems • discover assets and inventory • availability monitoring and fault detection, performance management • Alerting and escalation, reporting and business analytics. Proprietary tools for business

  9. Micro 2000 (Pc diagnostics) http://www.micro2000.co.uk/products/microscope/microscope.html Try the ‘calculator’ Assume technician is really well paid – (£30 per hour), averages 1 hour per problem, 10 problems a year Uptime software (server monitoring and planning) http://www.uptimesoftware.com/ take the tour ~20 mins for whole thing but can pick out chapters. Proprietary tools (continued)

  10. Using the tools previously discussed or a choice of your own IT support software tools: • Test out three tools in total - 2 X Diagnostic and 1 X Monitoring tool using VirtualBox. For each tool: • Identify the aim and features of the tool • Identify scenarios when they would be useful (screenshots would help support your assignment) • What are the limitations of the tool- What could be added/ improved to help with other issues? Student Tasks – virtual PCs

  11. describe two current diagnostic and two current monitoring software tools used by support staff and outline possible future developments in this area • Your description should include (as a minimum): • What each tool does. • How it works (including key features). • What the advantages of each tool are. • What the limitations of each tool are. • Include scenarios where the tool could be used. • Future developments/enhancements of the tool. • review a recent advance in support systems technology Student tasks

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