Trust the best-selling Official Cert Guide series from Cisco Press to help you learn, prepare, and practice for the Cisco Certified Support Technician (CCST) IT Support 100-140 exam. Well regarded for its level of detail, study plans, assessment features, and challenging review questions and exercises, Cisco Certified Support Technician (CCST) IT Support 100-140 Official Cert Guide helps you master the concepts and techniques that ensure your exam success and is the only self-study resource approved by Cisco. Leading Cisco technology instructors Mark Smith, David Bayne, and John Pickard…mehr
Trust the best-selling Official Cert Guide series from Cisco Press to help you learn, prepare, and practice for the Cisco Certified Support Technician (CCST) IT Support 100-140 exam. Well regarded for its level of detail, study plans, assessment features, and challenging review questions and exercises, Cisco Certified Support Technician (CCST) IT Support 100-140 Official Cert Guide helps you master the concepts and techniques that ensure your exam success and is the only self-study resource approved by Cisco. Leading Cisco technology instructors Mark Smith, David Bayne, and John Pickard provide preparation hints and test-taking tips, helping you identify areas of weakness and improve both your conceptual knowledge and hands-on skills. This complete study package includes A test-preparation routine proven to help you pass the examDo I Know This Already? quizzes, which allow you to decide how much time you need to spend on each sectionExam Topic lists that make referencing easyChapter-ending exercises, which help you drill on key concepts you must know thoroughlyThe powerful Pearson Test Prep Practice Test software, complete with hundreds of well-reviewed, exam-realistic questions, customization options, and detailed performance reportsAn online Flash Cards application to help you drill on key terms by chapterA final preparation chapter, which guides you through tools and resources to help you craft your review and test-taking strategiesStudy plan suggestions and templates to help you organize and optimize your study time Content Update Program: This Cert Guide includes coverage of all the topics on the Cisco Certified Support Technician (CCST) IT Support 100-140 exam from the original exam blueprint. Visit ciscopress.com/newcerts for information on any digital updates for this book that align with Cisco exam blueprint version changes The Cisco Certified Support Technician (CCST) IT Support 100-140 Official Cert Guide walks you through all the exam topics found in the Cisco CCST exam. Topics covered include IT Support Job Tasks and ResponsibilitiesHardware IssuesConnectivity and Resource Access IssuesOperating System and Application IssuesCommon Threats and PreventionsJob Tools This integrated learning package: Enables you to focus on individual topic areas or take complete, timed examsIncludes direct links from each question to detailed tutorials to help you understand the concepts behind the questionsProvides unique sets of exam-realistic practice questionsTracks your performance and provides feedback on a module-by-module basis, laying out a complete assessment of your knowledge to help you focus your study where it is needed mostHinweis: Dieser Artikel kann nur an eine deutsche Lieferadresse ausgeliefert werden.
Mark Smith has been teaching for the past 23 years. Ten years ago, at the high school in his district, he started a Cisco Academy, which has grown into a full-fledged CTE program offering Python programming, IT Essentials, CCNA 1, and CCNA 2. In addition, he runs a top-ranked regional cybersecurity club. He is an adjunct at a local community college as well. Mark earned his masters in instructional technology and has CompTIA ITF+, CompTIA A+, CompTIA Network+, CCST: IT Support, CCST: Networking, and CCST: Cybersecurity certifications. David Bayne has spent years teaching IT, both at the high school and community college levels, and has prepared hundreds of students for careers in IT. He holds CCNA and CompTIA A+ certifications, as well as a masters degree in educational technology. He currently teaches Internet of Things, drone programming, and inventing design courses. When David is not teaching, he reads (mostly mysteries and sci-fi) and spends time with family. He lives near Sacramento, California, with his wife and daughters and their three cats. John Pickard is an associate professor at East Carolina University in the College of Engineering and Technology, with more than 20 years of experience teaching information and cybersecurity technology. He also works as a subject matter expert and content developer in support of the Cisco Networking Academy. Throughout his career he has held various IT certifications, including Cisco Certified Network Professional, Cisco Certified Network Associate, Microsoft Certified Professional, EMC Information Storage and Management, IPv6 Forum Certified Engineer (Gold), IPv6 Forum Certified Trainer (Gold), CompTIA Network+, and CompTIA A+. John is also a Cisco Certified Academy Instructor. John received his PhD in technology management at Indiana State University, an MBA from Wayland Baptist University, and a bachelor of science in professional aeronautics from Embry-Riddle University. His research interests include IPv6, IPv6 adoption, wireless sensor networks, Internet of Things (IoT), and industry-academia partnerships.
Inhaltsangabe
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
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
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