© 2007 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 1 1 Help Desk Working at a Small-to-Medium Business or ISP – Chapter 2.

ITE PC v4.0 Chapter 1 2 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public 2.1.1 ISP Help Desk Organization  Level 1 is for immediate support handled by junior-level help desk technicians.  Level 2 handles calls that are escalated to more experienced telephone support.  Level 3 is for calls that cannot be resolved by phone support and require a visit by an on-site technician.

ITE PC v4.0 Chapter 1 3 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public 2.1.1 ISP Help Desk Organization  can consist of one person that performs all three levels of support  can be a comprehensive call center with elaborate call routing facilities and escalation rules  contracted to a third-party call center company, which provides the services of Level 1 and Level 2

ITE PC v4.0 Chapter 1 6 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public 2.1.2 Roles of ISP Technicians  usually in accordance with a Service Level Agreement (SLA) - resembles an insurance policy, because it provides coverage or service if there is a computer or network problem

ITE PC v4.0 Chapter 1 13 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public 2.2.2 Using the OSI Model Step 2: Layer 4 packages the data for end-to-end transport. Step 3: Layer 3 adds the network IP address information.

ITE PC v4.0 Chapter 1 14 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public 2.2.2 Using the OSI Model Step 4: Layer 2 adds the data link layer header and trailer. Step 5: Layer 1 converts the data to bits for transmission.

ITE PC v4.0 Chapter 1 30 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Purpose of a Site Survey  Documents existing network structure –Shows physical layout to determine if new equipment can be installed  Will also help show... –What is already on site –What type of equipment may be needed –Floor plan of structure  Determine obvious issues –Unlabeled cables –Poor physical security –Lack of power –Lack of UPS

ITE PC v4.0 Chapter 1 31 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Perform a Customer Site Survey  What does the technician look for... – Number of hosts or users how many will be added over the next 12 months how many network servers and/or printers are needed – Internet Service and Equipment if upgrading speed, may need to upgrade equipment – Existing network devices type of network equipment installed configurations loaded on devices – Security are additional firewalls needed – Applications VoIP or video conferencing – Wireless or Wired amount of square feet between access points

ITE PC v4.0 Chapter 1 32 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Determine the Topologies  Physical topology – actual physical layout of devices  Logical topology – documents what paths are taken through the network – includes: IP addresses device names – workstations – routers – servers

ITE PC v4.0 Chapter 1 33 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Perform a Customer Site Survey  Documentation on current hosts and devices  Includes: – device name – location – brand and/or model – operating system – IP addressing – connectivity method – security

ITE PC v4.0 Chapter 1 35 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Coming up with a Game Plan  A good plan will help identify the following: – Strengths – Weaknesses – Opportunities – Threats  AKA SWOT

ITE PC v4.0 Chapter 1 36 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Phases of the Network Upgrade  Requirements Gathering – analyze data from on-site visit to determine network requirements – done by the design team creates Analysis Report  Selection and Design – selection of devices & cabling – weaknesses of design are identified and addressed here – creation of a prototype  Implementation – overlooked tasks are corrected – constant customer communication is CRITICAL  Operation  Review and Evaluation

ITE PC v4.0 Chapter 1 37 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Examining the Physical Environment  Examine existing facilities and existing cabling  Find MDF (Main Distribution Facility) – houses network devices – all network cable concentrate here – may also contain POP of ISP  Any IDFs? (Intermediate Distribution Facility) – additional wiring closets – connect to MDF

ITE PC v4.0 Chapter 1 38 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Cabling Considerations  Check cable types needed – STP – UTP – Coaxial – Fiber  Check cable specifications – Straight Through – Crossover – Rollover – Serial  TIA/EIA 568A/568B standard

ITE PC v4.0 Chapter 1 39 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Check Out the Cabling  Patch Cable – from PC to wall plate  Horizontal cable – from wall plate to IDF  Vertical cable – from IDF to MDF  Backbone cable – handles major traffic  Wiring closet location  Cable management system – protects cables/cable runs  Cable labeling  Electrical

ITE PC v4.0 Chapter 1 40 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Purchasing Equipment for the Network  Managed services – equipment obtained from ISP through a lease – all updates, maintenance, etc. of equipment are the responsibility of the ISP  In-house services – all responsibility falls on the customer

ITE PC v4.0 Chapter 1 41 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Selection of Network Devices  Selection of LAN devices – hubs could be used with smaller LANs – switches more efficient managed switch – control over individual ports which is better? (one 24 port switch or 2-12 port switches)  Selection of a WAN device (router) – fixed or modular expansion? fixed – specific number/type of ports modular – includes expansion slots – breaks up collision and broadcast domains

ITE PC v4.0 Chapter 1 42 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Cisco Devices  Router – 1841 ISR (Integrated Services Router) – used for medium-sized business – different connectivity options  Switch – 2960 switch – used for Fast Ethernet and Gigabit connectivity

ITE PC v4.0 Chapter 1 43 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Network Reliability and Availability  Reliability – can be achieved by adding redundancy to the network – use of two routers instead of one  Five-9’s of availability – network operational 99.999% of time  Use of fault tolerance helps to ensure reliability – a network will continue operating properly in the event of a failure – Use of the following devices will help ensure fault tolerance UPS multiple power supplies hot-swappable devices

ITE PC v4.0 Chapter 1 44 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public IP Addressing Plan  The following devices will need IP addresses – user PCs – servers – printers, IP phones – router LAN interfaces – router WAN (serial interfaces)

ITE PC v4.0 Chapter 1 49 © 2007 Cisco Systems, Inc. All rights reserved.Cisco Public Summary  A site survey including extensive documentation of both physical and logical network information must be performed before a network upgrade can be planned.  The five phases of a network upgrade include requirements gathering, selection and design, implementation, operation, and review and evaluation.  Structured cabling deals with the placement of cables, location of wiring closets, cable management, and electrical considerations.  Cost and expandability are important considerations when planning equipment upgrades.

© 2007 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 1 1 Help Desk Working at a Small-to-Medium Business or ISP – Chapter 2.

Similar presentations

Presentation on theme: "© 2007 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 1 1 Help Desk Working at a Small-to-Medium Business or ISP – Chapter 2."— Presentation transcript:

Similar presentations

About project

Feedback

Log in

Auth with social network:

© 2007 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 1 1 Help Desk Working at a Small-to-Medium Business or ISP – Chapter 2.

Similar presentations

Presentation on theme: "© 2007 Cisco Systems, Inc. All rights reserved.Cisco Public ITE PC v4.0 Chapter 1 1 Help Desk Working at a Small-to-Medium Business or ISP – Chapter 2."— Presentation transcript:

Similar presentations

About project

Feedback