Hardware – Basic Level 1.ppt

Hardware – Basic Level 1 Siemens IT Solutions and Services GO SD Wang Wei Guang Before Start 我们的文档大部分都是英文的。这对大家英文阅读和理解能力有相当的要求。请大家注意提高英文读写水平。 如果对于英文的含义有疑问，请一定不要主观猜想，请立即请教同事或老师。 本课程对于大家的要求是掌握必要的硬件基础知识，熟悉各种硬件的名称、功能、接口和在系统中显示和配置硬件的相关工具的使用，能够做简单的排错，满足今后的工作的要求和为继续提高打下坚实的基础。 本课程的参考书籍是CompTIA A+两门考试的培训教材。其电子版请大家复制回去做补充学习。 本培训PPT的内容是重点，必须完整掌握。考试是基于本材料的。 。 Commnication among CPU, L1 Cache, L2 Cache and RAM The Service Desk - Variants Call Centre The main emphasis on professionally handling large call volumes of telephone-based transactions for commodity telesales services (e.g. banking, insurance). Help Desk The primary purpose is to manage, coordinate and resolve Incidents as quickly as possible and to ensure that no request is lost, forgotten or ignored. Service Desk The single point of contact within the IT organization for users of IT services. It extends the range of services and allows business processes to be integrated into the Service Management infrastructure. Terms Incident Any event that is not part of the standard operation of a service and that causes, or may cause, an interruption to, or reduction in, the quality of that service. Service Request Every incident not being a failure in the IT infrastructure. Incident Management - Goals Restore normal service operation as quickly as possible Minimize adverse impact on business operations Ensure the best possible levels of service quality and availability are maintained Incident Management – Key Terms Work Around Method of avoiding an Incident or Problem, either from a temporary fix or from a technique that means the customer is not reliant on a particular aspect of a service that is known to have a problem. Known Error An Incident or Problem for which the root cause is known and for which a temporary work-around or a permanent alternative has been identified. Problem Unknown underlying cause of one or more incidents. Incident Management – Incident Escalation Incident Management – Service Desk Perspective * *