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

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

3. Definition
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).

4. Software Diagnostic tools
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)

5. Software monitoring tools
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.)

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

7. Example Apps – used by support staff
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)

8. Proprietary tools for business
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 -
Interactive demo -
Monitors Server systems
discover assets and inventory
availability monitoring and fault detection, performance management
Alerting and escalation, reporting and business analytics.

9. Proprietary tools (continued)
Micro (Pc diagnostics)
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)
take the tour ~20 mins for whole thing but can pick out chapters.

10. Student Tasks – virtual PCs
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 2 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?

11. Student tasks
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