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Produktbild: Cisco Certified Support Technician (CCST) IT Support - 100-140 Official Cert Guide

Cisco Certified Support Technician (CCST) IT Support - 100-140 Official Cert Guide

Aus der Reihe Certification Guide

46,99 €

inkl. gesetzl. MwSt., Versandkostenfrei

Beschreibung

Produktdetails

Einband

Taschenbuch

Erscheinungsdatum

16.04.2025

Verlag

Pearson Academic

Seitenzahl

320

Maße (L/B/H)

23/18,6/2,3 cm

Gewicht

549 g

Sprache

Englisch

ISBN

978-0-13-540392-1

Beschreibung

Produktdetails

Einband

Taschenbuch

Erscheinungsdatum

16.04.2025

Verlag

Pearson Academic

Seitenzahl

320

Maße (L/B/H)

23/18,6/2,3 cm

Gewicht

549 g

Sprache

Englisch

ISBN

978-0-13-540392-1

Herstelleradresse

Libri GmbH
Europaallee 1
36244 Bad Hersfeld
DE

Email: gpsr@libri.de

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  • Produktbild: Cisco Certified Support Technician (CCST) IT Support - 100-140 Official Cert Guide

  • Introduction xx
    Chapter 1 Help Desk 2
    Do I Know This Already? Quiz 2
    Foundation Topics 6
    Introduction 6
    The IT Support Technician 9
    Customer Service Communication Skills 12
    Time Management 14
    Help Desk Queue Management 15
    Triaging 15
    Queue Management Technologies 16
    Queue Levels 18
    SLAs and KPIs 18
    Service-Level Agreements 18
    Key Performance Indicators 20
    Ticketing Systems 21
    Documentation 23
    The Problem-Solving Process 25
    Step 1: Define the Problem 26
    Step 2: Gather Detailed Information 27
    Step 3: Identify a Probable Cause of the Failure 27
    Step 4: Devise a Plan to Resolve the Problem 28
    Step 5: Make Necessary Changes to Implement the Plan 28
    Step 6: Observe the Results of the Changes 29
    Step 7: If the Problem Is Not Resolved, Repeat the Process 29
    Step 8: Document the Changes Made to Resolve the Problem 30
    Exam Preparation Tasks 31
    Review All Key Topics 31
    Define Key Terms 31
    Chapter 2 Hardware 32
    Do I Know This Already? Quiz 32
    Foundation Topics 34
    Safety 34
    Electrical Shock 34
    ESD 36
    Fire Safety 37
    Personal Safety 38
    Ports and Interfaces 39
    Video Ports 40
    HDMI 42
    DisplayPort 42
    DVI 43
    VGA 44
    USB-C 44
    USB 45
    USB Form Factors 45
    USB-C 46
    Ethernet Ports 46
    Common Power Cables (Desktop, Laptop, Mobile) 49
    Converters vs. Adapters 50
    Identifying, Installing, and Upgrading Computer Components 51
    Identifying Computer Components 51
    Processor 51
    Motherboard 53
    RAM 54
    Peripherals 55
    Storage Devices 55
    Installing and Upgrading Computer Components 56
    Form Factor 56
    Compatibility Factor 57
    Installing/Upgrading: Processor/Motherboard 58
    Installing/Upgrading: RAM/Storage Devices/Internal Peripherals 59
    Post Installation Checklist 63
    Hardware and Peripheral Issues 65
    Basic Hardware/Software Troubleshooting 65
    Peripheral Troubleshooting 67
    Exam Preparation Tasks 69
    Review All Key Topics 69
    Define Key Terms 70
    References 70
    Chapter 3 Networking and Network Connectivity 72
    Do I Know This Already? Quiz 72
    Foundation Topics 75
    Locating Basic Network Information 75
    The OSI Model 75
    The TCP/IP Model 77
    Locating Information About the Device 77
    Host Name 78
    Processor Type, Memory, Disk Space, and OS Version 79
    IP Addresses 81
    MAC Address 84
    Loopback Interface and Localhost 84
    Basic End-Device Network Connectivity 85
    LAN vs. WLAN 86
    LAN 86
    WLAN 86
    DNS 88
    DHCP 89
    DHCPv6 90
    Self-Assigned IP Addresses 90
    IPv4 APIPA 90
    IPv6 Autoconfiguration 90
    IPv6 Link-Local Addresses 91
    Private IPv6 Networks 91
    Connectivity Testing 91
    ping/ping6 92
    traceroute/tracert 93
    nslookup 94
    netstat 95
    iproute2 95
    ip 95
    ip address 96
    ip neighbor show 96
    ss 97
    Firewall 97
    Multifactor Authentication 99
    Usernames and Passwords 99
    Physical Keys 99
    Authentication Apps 100
    Other Methods 100
    Exam Preparation Tasks 100
    Review All Key Topics 100
    Define Key Terms 101
    Command Reference to Check Your Memory 102
    References 103
    Chapter 4 Windows OS 104
    Do I Know This Already? Quiz 104
    Foundation Topics 108
    Resolving Common Windows OS Systems Issues 108
    Display Settings 108
    Troubleshooting Missing Display Issues 108
    Multiple Displays 111
    Connecting to a Wireless Display 111
    Brightness 112
    BitLocker 113
    Windows Update/Microsoft Update 114
    Application Updates 115
    The Browser Cache 117
    Task Manager 117
    Launching the Task Manager 117
    End Task 119
    Switch To 119
    Run New Task 119
    Tabs 119
    Back Up to the Cloud 120
    Sync Files to OneDrive 121
    Use Google Drive for Backup 121
    Use Dropbox for Backup 122
    Other Cloud Backup Solutions 122
    Boot Sequence 122
    Boot to Safe Mode 123
    Power Management 124
    Accessibility 126
    Vision 126
    Hearing 128
    Captions 130
    Dexterity and Mobility 131
    On-Screen Keyboard 132
    Resolving Common Application Issues 133
    Installing Windows Apps from the Microsoft Store 133
    Installing Windows Apps Not in the Microsoft Store 134
    Email 135
    Collaboration Applications 136
    Productivity Applications 136
    Windows System Tools 138
    Control Panel 138
    System Information 138
    Event Viewer 139
    ipconfig 139
    Windows Security Tools 141
    Active Directory 141
    Active Directory Group Policy 141
    GPUpdate 142
    ADGPUpdate 143
    Local Security Policy 143
    Creating New Users 143
    Enabling and Disabling User Accounts 143
    Adding Passwords 144
    Resetting Passwords 145
    Active Directory Groups 145
    Verifying AD Permissions 147
    Viewing Active Directory Permissions 147
    Modifying Active Directory Permissions 148
    Mapping Cloud Drives 149
    SMB Drives 149
    Mapping Internet-Based Drives 150
    OneDrive 151
    Google Drive 151
    Dropbox 151
    IDrives Cloud Drive 152
    Box 153
    Amazon S3 Bucket 153
    Exam Preparation Tasks 154
    Review All Key Topics 154
    Define Key Terms 155
    Command Reference to Check Your Memory 155
    References 157
    Chapter 5 macOS 160
    Do I Know This Already? Quiz 160
    Foundation Topics 163
    macOS 163
    macOS System Tools 164
    About This Mac 164
    Spotlight and Finder 166
    Activity Monitor 167
    System Settings 168
    Console 169
    Terminal 170
    ifconfig 170
    Other Networking CLI Commands 171
    macOS Security Tools 172
    Keychain Access 173
    FileVault Disk Encryption 173
    Firewall 173
    Gatekeeper 173
    Recovery Mode 174
    Resetting Password 175
    Time Machine 175
    Exam Preparation Tasks 176
    Review All Key Topics 176
    Define Key Terms 176
    References 176
    Chapter 6 Virtualization, Cloud, and Remote Access 178
    Do I Know This Already? Quiz 179
    Foundation Topics 182
    Introduction 182
    Cloud Computing 182
    Benefits of Cloud Computing 183
    The Pay-As-You-Go Model 183
    How Cloud Computing Is Changing Business 184
    Cloud Computing vs. On-Premises Data Centers 184
    Cloud Providers 186
    Cloud Services 189
    Choosing the Right Cloud Service Model 190
    Cloud Models 191
    Virtualization 192
    Hypervisors and Virtual Machines 193
    Hypervisors 193
    Virtual Machines 195
    Virtualization and Software-Defined Networking 195
    Control Plane vs. Data Plane in the SDN 197
    Advantages of SDN 197
    Remote Access 197
    Exam Preparation Tasks 200
    Review All Key Topics 200
    Define Key Terms 200
    Chapter 7 Security 202
    Do I Know This Already? Quiz 202
    Foundation Topics 204
    Security Threats 204
    People Behind the Threats 205
    Types of Threats 206
    Malware 206
    Social Engineering 207
    Phishing Attacks 208
    Unauthorized Access Attempts 208
    Spoofing Attacks 209
    Security Threat Mitigation 210
    Company Policies and Confidentiality Guidelines 212
    Exam Preparation Tasks 213
    Review All Key Topics 213
    Define Key Terms 213
    References 213
    Chapter 8 The IT Professional 214
    Do I Know This Already? Quiz 214
    Foundation Topics 217
    Professionalism 217
    Demonstrate Professional Communication Skills When Interacting with Users 217
    Active Listening 220
    Company Policies and Confidentiality 222
    Remote Access Tools for Troubleshooting 223
    Research Tools 226
    Knowledge Base 227
    Technical Forums 227
    Search Engine 227
    Artificial Intelligence 228
    Predictive AI 229
    Generative AI 230
    AI Chatbot 231
    Limitations of AI 231
    Documentation Tools 232
    Summarizing Your Solution 232
    Exam Preparation Tasks 233
    Review All Key Topics 233
    Define Key Terms 233
    References 234
    Chapter 9 Final Preparation 236
    Tools and Resources 236
    Study Tips 237
    Summary 237
    Chapter 10 Cisco Certified Support (CCST) IT Support 100-140 Official Cert Guide Exam Updates 238
    The Purpose of This Chapter 238
    About Possible Exam Updates 239
    Impact on You and Your Study Plan 239
    News About the Next Exam Release 240
    Updated Technical Content 240
    Appendix A Answers to the Do I Know This Already? Quizzes 242
    Appendix B Problem-Solving Process 246
    Glossary 248

    Online Elements
    Appendix C Memory Tables
    Appendix D Memory Tables Answer Key
    Appendix E Study Planner
    Glossary

    9780135403921 TOC 12/5/2024