Chapter Twenty-Three

Understanding Operational Procedures

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 220-902 Objectives Covered
• 5.1 Given a scenario, use appropriate • 5.2 Given a scenario with
safety procedures. potential environmental impacts,
– Equipment grounding apply the appropriate controls.
– Proper component handling and – MSDS documentation for handling
storage and disposal
• Antistatic bags
• ESD straps – Temperature, humidity level
• ESD mats awareness, and proper
• Self-grounding ventilation
– Toxic waste handling
• Batteries
– Power surges, brownouts,
• Toner blackouts
• CRT • Battery backup
– Personal safety •
•
Surge suppressor
Disconnect power before
repairing PC. – Protection from airborne
• Remove jewelry. particles
• Lifting techniques • Enclosures
• Weight limitations • Air filters/Mask
• Electrical fire safety
• Cable management – Dust and debris
• Safety goggles • Compressed air
• Air filter mask • Vacuums
– Compliance with local – Compliance to local
government regulations government regulations

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 220-902 Objectives Covered
• 5.4 Demonstrate proper communication
5.3 Summarize the process of techniques and professionalism.
addressing prohibited – Use proper language – avoid jargon, acronyms,
slang when applicable.
content/activity, and explain privacy, – Maintain a positive attitude / project confidence.
licensing, and policy concepts. – Actively listen (taking notes) and avoid
interrupting the customer.
•Incident response – Be culturally sensitive.
• Use appropriate professional titles, when
– First response applicable.
– Be on time (if late, contact the customer).
• Identify – Avoid distractions.
• Report through proper • Personal calls
channels • Texting / Social media sites
• Talking to co-workers while interacting
• Data/device preservation with customers
– Use of • Personal interruptions
– Dealing with difficult customer or situation
documentation/documentation • Do not argue with customers and/or be
changes defensive.
– Chain of custody – Avoid minimizing customer’s
problems.
• Tracking of evidence/ – Avoid being judgmental.
documenting process • Clarify customer statements (ask open-
ended questions to narrow the scope of
– Licensing / DRM / EULA the problem, restate the issue or
question to verify understanding).
• Open source vs. • Do not disclose experiences via social
media outlets.
commercial license – Set and meet expectations/timeline and
• Personal license vs. communicate status with the customer.
• Offer different repair/replacement options
enterprise licenses if applicable.
– Personally Identifiable • Provide proper documentation on the
services provided.
Information • Follow up with customer/user at a later
date to verify satisfaction.
– Follow corporate end-use – Deal appropriately with customer’’s confidential
policies and security best materials.
• Located on a computer, desktop, printer,
practices etc.

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 PC Safety Issues

Break them into 4 general areas:

•Computer components
•Electrostatic discharge
•Electromagnetic interference
•Natural elements

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 Components

• Power Supply
• Monitor
• Case
• Keyboard/Mouse
• Printer

High Voltage Probe=>

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 Electrostatic Discharge (ESD)

• Antistatic Wrist Straps

• Touch the chassis/Self
grounding
• Anti-static bags for parts
• ESD Antistatic Mats
• Increase Humidity

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 Electromagnetic Interference
(EMI)
• also known as radio frequency
interference (RFI):
• Network devices
• Magnets
• Cordless phones
• Microwave ovens

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 Natural Elements

• Avoid direct sunlight

• Avoid water sources
• Avoid Dirt and dust

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 Creating a Safe Workspace

• Moving computer equipment

• Using appropriate repair tools
• Creating a safe work
environment
• Implementing safety policies and
procedures

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 Moving Computer Equipment

• Unplug it!
• Tether power cords.
• Remove loose jewelry.
• Lift with legs.
• Do not twist.
• Keep objects close to your body.
• Push rather than pull.

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 Using the Right Repair Tools
• PC repair kit
• Screwdrivers
• Anti-static wrist straps
• Other useful tools
– Pliers
– Wire cutters
– Strippers
– Mirrors
– Flashlight
– Compressed air

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 PC Repair Kit

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 Creating a Safe Environment

• Avoid trip hazards.

Floor cable guard Cable ties

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Implement Safety Policies and
Procedures
• Employer and employee have
responsibilities.
• Create and train on safety plans.
• Define clear policies for incident
management.

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 Handling Accidents

• Environmental Accidents
(POWER/WATER)

• Human Accidents (TRIP/SPILLS)

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 Maintaining Power

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 Natural Elements

• Sunlight
• Water
• Heat
• Dust and dirt
• Unreliable power sources

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 Using Safety Documentation

• OSHA (Occupational Safety and

Health Administration)

• MSDS (Materia Safety Data

Sheets)

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Following Disposal Procedures

• Batteries

• Display devices

• Laser printer toner

• Chemical solvents and cans

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 Software Licenses

• Freeware
• Open source
• Shareware
• Multiuser
• Single user
• Concurrent
• Corporate

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 Sensitive Information

• Personally identifiable
information

• Prohibited content/activity
– Create a policy.
– Handle specific situations.

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 Demonstrating Communication
Skills and Professionalism
• Communicating with customers
• Using appropriate behavior
– Punctuality
– Accountability
– Flexibility
– Confidentiality
– Respect
– Privacy

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