1. A Guide to Computer User Support for Help Desk & Support Specialists Fourth Edition by Fred Beisse Chapter 12 A User Support Utility Tool Kit

2. Chapter Objectives In this chapter, students will learn about: Software utilities and information resources used by support specialists Categories of common user support utilities Some useful examples of support utilities A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 2

3. The Role of Support Utilities Support specialists use utility software to: –Diagnose and repair user problems –Locate information about problems –Prevent common problems –Increase productivity of support specialists A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 3

4. Utility Software and Information Resources Coverage of utility program or information resource in chapter does not imply recommendation All utility software should be: –Researched and understood prior to use –Tested before use Details about software and information resources change over time A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 4

5. Types of Utility Software Freeware –May be limited to home or personal use Shareware –May offer free trial period Open source Commercial A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 5

6. Utility Software Provisions Privacy policy: statement of how vendors collect, maintain, and use information provided by and about customers or users End-user license agreement (EULA): legal contract between vendor and user –Governs use of software package or information service –Use of software implies agreement to terms of EULA Opt-in check box : Web site input form permits user to agree to specified services and provisions –Tip: Not all opt-in boxes are obvious and straightforward A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 6

7. Caveats on Utility Software Cost, features, download instructions, documentation change frequently Open source, freeware, and shareware utilities may not include all features of commercial utilities Trial versions of utility software may have disabled features or time limitations Vendors of free utility software may encourage users to purchase their commercial version in less-than- obvious ways A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 7

8. Caveats on Utility Software (continued) Software utilities offered as “free downloads” may not be free to use Opt-in check boxes may default to permit vendors to sell user information to third parties Check system requirements for hardware and operating system requirements for each utility Backup user and Registry data prior to use of utilities that modify system contents or settings Some educational and work organizations have restrictions on download and use of utility software. A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 8

9. Categories of Utility Software Tools A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 9

10. Hardware Support Utilities and Resources A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 10 Examples of applications –Evaluate hardware reliability and stability during burn-in period Stress test : repetitive operation to evaluate the ability of a PC to operate at peak efficiency for a period of time under maximum processing load –Find and download updated device drivers –Diagnostic tests of hard disk media –Diagnostic tests of memory modules

11. Hardware Support Utility Examples Utility NamePurposeFig. # BurnIn TestStress tests hardware to assess reliability and stability 12-3 Device Driver FinderDownloads drivers for hardware devices12-4 Drive Fitness TestPerforms test routine to evaluate IDE, SATA, and SCSI hard disk drives 12-5 Windows Memory Diagnostics Tool Tests RAM memory in Windows Vista12-6 A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 11

12. System Information Utilities and Resources Examples of applications –Prepare reports on installed hardware, software, and configuration information –Monitor the start-up process; list device drivers and system services identified during start-up A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 12

13. System Information Utility Examples Utility NamePurposeFig. # Belarc AdvisorAudits and reports system configuration information 12-7 WinBootInfoMonitors and reports on system start-up activities 12-8 A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 13

14. Software Support – Operating System Utilities and Resources Examples of applications –Identify and control which software gets launched automatically during system start-up –Clean debris from system Registry –Perform Registry management tasks, including edits to keys and values –Use Windows command-line utilities (DOS commands) Windows command-line interface: accepts keyboard commands entered at command-line prompt (alternative to Windows GUI interface) A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 14

15. Software Support – Operating System Utilities and Resources (continued) Examples of applications (continued) –Create a Windows recovery disk Recovery disk: disk medium contains software images to reinstall, repair, or restore operating system on PC hard drive to its original condition ISO image: archive file format contains software modules in form that can be burned (copied) onto CD or DVD media A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 15

16. System Support – Operating Systems Utility Examples Utility NamePurposeFig. # Autoruns for WindowsIdentifies software that starts automatically at start-up or logon 12-9 System CleanerDeletes obsolete and corrupted information from Windows Registry 12-10 Registry ManagerEdits Registry keys and values and performs other Registry management tasks 12-12 Windows Vista commands Provides information resources on entering commands in the Windows Vista command line interface 12-13 Windows Vista Recovery Disk Downloads an image of a bootable recovery disk to recover inoperable systems 12-14 A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 16

17. Sample Output from Comodo’s Registry Cleaner A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 17

18. Software Support – Applications Utilities and Resources Examples of applications –Audit software installed on a PC Audit: process to determine software versions installed on PC or server to gauge compliance with terms of licenses Software license: legal contract between vendor and user that governs use of software package or information service according to terms and conditions –Assess patch status of installed software and obtain needed updates Patch status: determines whether current updates have been downloaded and applied to software package A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 18

19. Software Support – Applications Utilities and Resources (continued) Examples of applications (continued) –Uninstall software when Add/Delete Programs tool in Windows doesn’t work completely A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 19

20. Software Support – Applications Utility Examples Utility NamePurposeFig. # BSA Free Software Audit Tools Identifies and tracks licensed and unlicensed software on a PC 12-15 Online Software Inspector Detects security vulnerabilities on a PC due to missing patches 12-16 UninstallerRemoves software and related files from a PC 12-17 A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 20

21. System Problem Diagnosis Utilities and Resources Examples of applications –Find, analyze, repair hardware and software problems in computer systems –Utility Suites bundle several utility tools into integrated collection of related tools A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 21

22. System Problem Diagnosis Utility Examples Utility NamePurposeFig. # PC-DiagDiagnoses hardware, software, and network problems on a PC 12-18 WinUtilities SuiteCombines several software utilities to provide system information, utility and repair functions 12-20 A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 22

23. Sample Output from Windows Vista System Health Report A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 23

24. Network Support Utilities and Resources Examples of applications –Monitor network performance and identify throughput bottlenecks Throughput bottleneck: interruption of normal network traffic that restricts or halts the flow of data –Diagnose and troubleshoot network operation to identify faults in network infrastructure Service fault: interruption of service in a network environment; degrades or terminates network services Dashboard: real-time display of statistical performance information and service fault alerts in visual graphical format A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 24

25. Network Support Utility Examples Utility NamePurposeFig. # GNetWatchMonitors and reports on network performance problems 12-21 OpManagerMonitors and diagnoses network problems 12-22 A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 25

26. Internet Support Utilities and Resources Examples of applications –Test a PC’s Internet connection bandwidth, download, upload speeds –Identify potential connectivity vulnerabilities due to external Internet device’s ability to penetrate connected PC Vulnerability: weakness in a system connected to the Internet or other network that permits an attacker to violate the integrity of the system Messenger spam: uses common network communication service to broadcast multiple, continuous messages to users Browser header: identification information sent to Internet server by Web browser software A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 26

27. Internet Support Utility Examples Utility NamePurposeFig. # Bandwidth Speed TestTests Internet download and upload speeds 12-23 ShieldsUP!Tests various Internet security vulnerabilities 12-24 A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 27

28. File Management Tasks Utilities and Resources Examples of applications –Backup files and folders from a disk to a local or network device –Service that provides file and folder backup on Internet server –Convert files from one format to another –Attempt to recover deleted files from media A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 28

29. File Management Tasks Utility Examples Utility NamePurposeFig. # GFI BackupBacks up disk files and folders onto alternate media 12-25 Online BackupBacks up user files and folders to an Internet server 12-26 File Conversion UtilityConverts one file format into another12-27 RecuvaRecovers deleted files from media12-28 A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 29

30. Performance Enhancements Utilities and Resources Examples of applications –Evaluate and benchmark PC’s operating speed against other systems or known standards –Optimize PC performance by adjusting the configuration and settings of a PC –Free up disk space by erasing temporary, unused, damaged, obsolete, archived files –Speed up disk access by defragmenting disk space to reduce number of input/output operations required to read and write file A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 30

31. Performance Enhancements Utility Examples Utility NamePurposeFig. # Performance TestEvaluates and benchmarks PC performance against other systems and standards 12-29 Advanced SystemCareOptimizes PC performance12-30 CCleanerDeletes files from disk in order to free up space 12-31 DefragglerDefragments files and folders to make disk accesses more efficient 12-32 A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 31

32. Summary Results of Benchmark Test A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 32

33. Security Solutions Utilities and Resources Examples of applications –Scan hard drives, memory, e-mail messages, attachments, data files, Web pages for viruses –Scan for malware and spyware that can compromise user’s identity, privacy, confidentiality, or PC’s performance –Monitor firewall breeches and identify PC’s open ports to the Internet Firewall: hardware or software to intercept and prevent unauthorized attempt to access PC from external network A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 33

34. Security Solutions Utilities and Resources (continued) Examples of applications (continued) –Detect hidden files and folders that may indicate presence of rootkit Rootkit: malware that permits viruses and spyware to be installed on user’s PC without their knowledge or consent –Evaluate the strength of a user’s password Password guesser: attempts to discover user’s online password by repeated or obvious tries –Perform secure erase operation on PC prior to recycling, donating, or use by another user Secure erase: obliterates data in disk files and folders by repeatedly writing random bit patterns on media A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 34

35. Security Solutions Utility Examples Utility NamePurposeFig. # avast! AntivirusProtects a PC against viruses and other malware 12-33 Ad-AwareSearches for and deletes spyware software12-34 Internet SecurityProvides firewall and antivirus security features 12-35 Blacklight Rootkit Eliminator Scans PCs for rootkits12-36 Password MeterEvaluates the strength of passwords12-37 (DBAN) Darik’s Boot and Nuke Securely erases files on disk media before PC recycling 12-38 A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 35

36. User Support Tools Utilities and Resources Example of application –Access user’s PC to perform diagnostic tests, troubleshoot problems, install software, configure settings A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 36

37. User Support Utility Example Utility NamePurposeFig. # UltraVNCProvides remote access to a user’s PC for support tasks 12-39 A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 37

38. Chapter Summary User support specialists use a variety of software tools and information resources Tools used should be: –Appropriate to the task –Up-to-date –Tested –Used where authorized A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 38

39. Chapter Summary (continued) –Hardware support –System information –System support Operating systems Applications –System problem diagnosis –Network support –Internet support –File management tasks –Performance enhancements –Security solutions –User support A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 39 Categories of support tools and resources include: