Ontwikkel je tot Helpdeskmedewerker / Support engineer (incl. begeleiding)

Explore the new aspects of version 4 of ITIL®, the modified future path to ITIL® Master, and characteristics of the ITIL® Foundation exam.

Discover the relationship between value and stakeholders, and examine various roles, key concepts, relationships, and the definitions of utility and warranty.

• ITIL has guiding principles of the service value system (SVS).

• In this course, you'll discover the seven guiding principles. Then,
• you'll learn about the continual improvement model and its seven
• steps. First, you'll explore the questions what is the vision?,
• where are we now?, where do we want to be?, and how do we get
• there? Then you'll learn about the step take action. Finally,
• you'll discover the steps that ask the questions did we get there?
• and how do we keep the momentum going? This course was originally
• created by Global Knowledge (GK).

• ITIL has guiding principles of the service value system (SVS).

• In this course, you'll discover the seven guiding principles. Then,
• you'll learn about the continual improvement model and its seven
• steps. First, you'll explore the questions what is the vision?,
• where are we now?, where do we want to be?, and how do we get
• there? Then you'll learn about the step take action. Finally,
• you'll discover the steps that ask the questions did we get there?
• and how do we keep the momentum going? This course was originally
• created by Global Knowledge (GK).

• The service value chain (SVC) includes a number of activities

• intended to get from demand to value. In this course, you'll
• explore the SVC, beginning with an overview of its various
• activities. Then you'll learn about the SVC activities design and
• transition, obtain and build, and deliver and support. Then you'll
• discover the general management practices that have been adapted
• for service management, beginning with continual improvement and
• information security and relationship management. Finally, you'll
• learn about supplier management and supplier management activities.
• This course was originally created by Global Knowledge (GK).

There's a number of important service management practices identified by ITIL. In this course, you'll begin by exploring monitoring and event management. Then you'll discover incident management. Finally, you'll learn about problem management. This course was originally created by Global Knowledge (GK).

• There's a number of important service management practices

• identified by ITIL. In this course, you'll begin by exploring the
• service desk and service request management and IT asset
• management, and service configuration management and change
• control. Then you'll explore IT asset management, service
• configuration management, change control, release management, and
• service level management. Finally, you'll discover availability
• management, capacity and performance management, service continuity
• management, and deployment management. This course was originally
• created by Global Knowledge (GK).

• There's a number of important service management practices

• identified by ITIL. In this course, you'll begin by exploring
• release management. Then you'll discover service level management,
• availability management, and capacity and performance management.
• Finally, you'll learn about service continuity management and
• deployment management. This course was originally created by Global
• Knowledge (GK).

ITIL v4 Practice Exam

• As a computer technician, one of your main responsibilities is

• often to troubleshoot and diagnose hardware and display-related
• issues. In this course, you'll explore common hard drive types,
• replacement techniques, and migration processes. Investigate how to
• replace common hardware device components such as batteries and
• random-access memory (RAM). Examine physical privacy and security
• components such as biometrics and near-field scanner features.
• Learn how to differentiate between liquid crystal display (LCD)
• types, including in-plane switching (IPS), twisted nematic (TN),
• and vertical alignment (VA). Install and configure mobile display
• components, including Wi-Fi antenna connectors, webcams,
• microphones, and laptop screen inverters. Lastly, explore the
• common features of both digitizers and touchscreens. Once you have
• completed this course, you will be able to confidently troubleshoot
• hardware and display-related issues and select the appropriate
• solutions. This course will prepare learners for the CompTIA A+
• Core 1 (220-1101) certification exam.

• Mobile device accessories, ports, and connectivity features

• allow for a variety of different connections as well as the
• enabling of additional mobile device features. As an IT industry
• professional, you will be called upon to configure those
• accessories and network connections, as well as provide application
• support in various situations. In this course, discover how to set
• up and configure Universal Serial Bus (USB). Explore key features
• of lightning and serial connectors, as well as near-field
• communication, Bluetooth, and hotspot connectivity options. Examine
• how global positioning system (GPS) services and cellular location
• services work. Lastly, explore the benefits of implementing mobile
• device management (MDM) and mobile application management (MAM)
• solutions. After completing this course, you will be able to set up
• and configure network connections and mobile device accessories.
• This course will prepare learners for the CompTIA A+ Core 1
• (220-1101) certification exam.

• In order for computers to be able to exchange data and share

• resources with each other, they must be interconnected in some
• fashion. This is referred to as computer networking. Explore
• computer networking fundamentals, including TCP and user datagram
• protocol (UDP) ports, and review common networking hardware
• devices. Examine the differences between hubs and bridges. Discover
• when to use a network switch and how a router can protect a system.
• Explore key differences between access points, repeaters, and
• extenders, as well as cable and DSL modems. Learn about the
• benefits of Power over Ethernet (PoE) and compare it with Ethernet
• over Power, which uses common electrical wiring to convey Ethernet
• connectivity. Lastly, take a look at the features of network
• interface cards (NIC), optical network terminal (ONT), and
• software-defined networking (SDN) technologies. This course will
• prepare you for the CompTIA A+ Core 1 (220-1101) certification
• exam.

• Wireless networks are much more versatile than wired networks,
• especially in an environment where running wires might be
• difficult. This course covers the most efficient wireless
• networking protocols for various scenarios. You will explore
• wireless frequencies and channels and learn how to differentiate
• between 802.11 standards: - a, - b, - g, - n, - ac, and - ax. Next,
• delve into considerations for working with long-range fixed
• wireless, including licensed, unlicensed, power, and regulatory
• requirements. You will also identify features of near-field
• communication (NFC) and radio-frequency identification (RFID).
• Finally, explore server roles such as domain name system (DNS) and
• dynamic host configuration protocol (DHCP), and discover the global
• market for Internet of things (IoT) end-user solutions. After
• completing this course, you'll be able to differentiate between
• wireless networking protocols and tune common host services. This
• course will prepare learners for the CompTIA A+ Core 1 (220-1101)
• certification exam.

• Internet Protocol (IP) addresses, which are assigned to

• network-equipped devices that are part of a Transmission Control
• Protocol (TCP)/IP-based network, allow computers and other
• resources to communicate with each other. Explore the basics of IP
• addressing and networking concepts such as Domain Name System (DNS)
• and Dynamic Host Configuration Protocol (DHCP). Begin with an
• overview of DNS and its benefits. Then take a closer look at the
• DHCP, its features, and the concept of reservations. Next, discover
• the use of virtual private networks (VPNs) and look at virtual
• local area networks (VLANs). Finally, explore the various
• networking tools including crimpers, Wi-Fi analyzers, and loopback
• plugs. This course will prepare learners for the CompTIA A+ Core 1
• (220-1101) certification exam.

• Technicians need to familiarize themselves with the vast array of cable options and connector types.
• Discover the most common cables and adapters encountered when working with computers and mobile devices. Explore Ethernet cable types, the differences between shielded twisted pair (STP) and unshielded twisted pair (UTP) cabling, and the basics of fiber optic and coaxial cabling. Next, learn the speed and transmission limitations of various network cables. Discover different video cables and learn about using Lightning and Thunderbolt cables. Then, examine Universal Serial Bus (USB) cables and the differences between USB, USB-C, USB2.0, and USB3.0.
• Explore serial peripheral cables and hard drive cables such as SATA (Serial AT Attachment), IDE (Integrated Drive Electronics), and SCSI (Small Computer System Interface). Finally, learn to differentiate between adapters such as DVI to HDMI, USB to Ethernet, and DVI to VGA and explore how computers utilize several types of connectors and converters.
• This course will prepare learners for the CompTIA A+ Core 1 (220-1101) certification exam.

• Every computer requires a storage device and Random Access

• Memory (RAM), so in this course you will explore different storage
• and RAM options and how they work, and discover various types of
• solutions for your computer. To begin, explore virtual RAM and the
• Small Outline Dual In-line Memory Module, more commonly known as
• SODIMM. Then consider Double Data Rate (DDR) RAM and memory
• channels. Examine the features of solid-state drives (SSDs), a
• persistent memory storage type, and magnetic hard drives, an
• electromechanical data storage device. Next, compare and contrast
• features of the two most common physical sizes for hard drives: 3.5
• and 2.5 inch drives. Finally, explore removable storage options and
• their benefits, and learn the differences between Redundant Array
• of Independent Disks (RAID) 0, 1, 5, and 10. This course will
• prepare learners for the CompTIA A+ Core 1 (220-1101)
• certification.

• Motherboards are the backbone that connect computer components and enable them to communicate. Discover motherboards, the basics of central processing units (CPUs), and add-on cards, as well as the various factors that need to be considered to install and configure them in your computer.
• In this course, you will learn about motherboard form factors and connector types. Discover the basic input/output system (BIOS) of your computer, how to configure BIOS security, and how BIOS contains the most basic system software that allows you to booth the system and your operating system to interact with the hardware. Explore Complementary Metal Oxide Semiconductor (CMOS) batteries, your CPU's processing core, and the differences between single core and multi-core processors.
• Finally, explore CPU features and compatibility, compare two of the most popular manufacturers of microprocessors, and learn about cooling mechanisms for the CPU including options for dissipating heat in your system.
• This course will prepare learners for the CompTIA A+ Core 1 (220-1101) certification.

• Computer hardware technicians must understand the basics of

• computer power systems, including amps, wattage, voltage, general
• guidelines for power sizing, and power supply options. Explore key
• power systems lessons like differentiating between power supply
• inputs and outputs, identifying the values needed for components,
• such as overall wattage rating, and determining the amount of power
• needed based on the number of devices in use. Examine the
• characteristics of redundant power supplies and modular power
• supplies. Finally, put your new skills to use solving a problem to
• determine when to use more or less voltage, how to describe wattage
• ratings, and how to determine the output of a rail on power supply.
• This course will prepare learners for the CompTIA A+ Core 1
• (220-1101) certification.

• A multifunction device delivers many functions such as print,

• fax, scan, and copy capabilities, which would otherwise be carried
• out by separate devices. Learn about multifunction devices, how to
• unbox a device, and set up location considerations. Discover how to
• select appropriate drivers for a given OS such as Printer Control
• Language (PCL) and PostScript, and explore USB, Ethernet, and
• wireless device connectivity options. Next, explore configuration
• settings such as duplex, orientation, tray settings, and quality
• and discover multifunction device security features such as user
• authentication, badging, audit logs, and secure prints. Lastly,
• explore email, Server Message Block (SMB), and cloud services and
• discover features of laser printers, inkjet printers, thermal
• printers, impact printers, and 3-D printers. This course will
• prepare learners for the CompTIA A+ Core 1 (220-1101)
• certification.

• Cloud computing allows users to store and access data and

• programs over the internet instead of a local hard drive. In this
• course, explore cloud computing concepts such as cloud model types,
• resource sharing, measure service, and virtual desktops. Discover
• the features of Infrastructure as a Service (IaaS), Software as a
• Service (SaaS), and Platform as a Service (PaaS); and learn how to
• differentiate between public, private, hybrid, and community cloud
• infrastructures. Discover key differences between internal and
• external shared resources and explore rapid elasticity, a feature
• that allows for scalable provisioning. Finally, examine the
• considerations and benefits of using a measured service or a
• metered service and investigate the types of virtual desktops and
• their purposes. This course will prepare learners for the CompTIA
• A+ Core 1 (220-1101) certification.

• Virtualization enables the ability to use software to create a
• virtual computer system. One of the main benefits of virtualization
• is that it allows organizations to run multiple virtual systems
• using a single computer system, such as a server. Explore the
• basics of virtualization, including how it allows for the creation
• of virtual resources like operating systems, servers, and storage
• solutions. Begin with an overview of virtual machines (VMs) and
• memory and discover the purpose of VMs and the tasks they perform,
• their common uses and how they are created within the physical host
• computer, as well as common configurable settings for a VM.
• Finally, you will examine the resource and security requirements
• for virtualization. This course will prepare learners for the
• CompTIA A+ Core 1 (220-1101) certification.

• In any technological environment, problems are inevitable. In

• this course, learners will look at detailed approaches to resolving
• issues by examining the six-step troubleshooting methodology used
• to resolve problems with computer systems. Begin by considering the
• impact of corporate policies and procedures before implementing
• changes. Learn steps for identifying a problem, such as questioning
• the user and inquiring about environmental and infrastructure
• changes. Discover how to conduct external or internal research
• based on symptoms so that you can establish a theory of probable
• cause, test the theory, and evaluate your test results. Next, you
• will learn how to establish a plan of action to resolve the problem
• and implement the solution, verify full system functionality, and
• implement preventive measures. Review best practices to document
• findings, actions, and outcomes. Finally, explore systems and
• troubleshooting techniques when dealing with hardware components,
• storage devices, displays, and mobile devices. This course will
• prepare learners for the CompTIA A+ Core 1 (220-1101)
• certification.

• Printers have a lot of moving parts, so problems are inevitable.

• As a computer technician, your job will be to identify and resolve
• some of these common concerns. Start by exploring basic
• troubleshooting considerations for printers, including typical
• issues like paper jams or print quality problems. Investigate
• potential driver compatibility issues and learn how to interpret
• error codes. Find out why firmware updates are required and how
• they can resolve certain issues. Learn how to correct screen
• display and printer output problems, how to calibrate and clean
• printers, and how to troubleshoot print quality issues. This course
• will prepare learners for the CompTIA A+ Core 1 (220-1101)
• certification.

• Technicians are required to identify, diagnose, and solve common

• wired and wireless network-related problems. Due to the many
• components of a network, this can be challenging at times.
• Fortunately, there are many common issues to look for that can help
• resolve issues promptly. Explore how to resolve intermittent
• wireless connectivity issues and slow network speeds, as well as
• issues related to jitter and port flapping. Discover methods to
• improve voice-over-IP (VoIP) phone services and high latency
• problems. Lastly, explore common examples of external interference
• that can disrupt a wired or wireless network. This course will
• prepare learners for the CompTIA A+ Core 1 (220-1101)
• certification.

• Technicians must be aware of the features and installation

• requirements of various types of operating systems. Use this course
• to learn about common OS types and how to perform OS installations
• and upgrades in a diverse OS environment. Begin by exploring the
• features of Windows, Linux, macOS, ChromeOS, and mobile device
• operating systems. Discover available OS installation options and
• plan an operating system deployment strategy after reviewing
• various installation methods. Finally, perform the installation of
• a Windows 10, Windows Server 2019, Ubuntu Linux, and macOS system.
• Once you have completed this course, you will be able to select the
• appropriate operating system for a given scenario and plan its
• deployment. This course will help you prepare for the CompTIA A+
• Core 2 (220-1102) certification exam.

• New disk devices can be initialized as Master Boot Record (MBR)

• or GUID Partition Table (GPT) and can be formatted using different
• types of file systems. Use this course to become familiar with and
• learn how to manage common Linux, macOS, and Windows file systems.
• To start, explore common file system types including the New
• Technology File System (NTFS), File Allocation Table (FAT32),
• exFAT, ext3, ext4, and the Apple File System (APFS). Discover the
• difference between MBR and GPT disks and learn how to format and
• partition disks. You’ll then work with NTFS, share, and Linux file
• system permissions to configure access for network shares and learn
• how to manage file systems using command line tools. Once you have
• completed this course, you will be able to choose the appropriate
• file system and management tools for specific situations. This
• course will help you prepare for the CompTIA A+ Core 2 (220-1102)
• certification exam.

• Understanding the network connectivity options in modern

• operating systems is a vital skill you need as a technician. In
• this course, you will explore various GUI management tools that can
• be used when working in Windows. Learn to navigate and configure
• Control Panel settings and discover how to utilize networking
• commands in Windows and Linux, and management tools for macOS.
• Next, you will review how IP addressing, DNS, and DHCP works and
• observe how to configure Windows DNS and DHCP servers. Finally,
• learn how to manage various network settings, including those
• related to Windows Defender and Microsoft Active Directory. Upon
• completion of this course, you'll be able to use command-line
• management tools and manage network-related settings in Windows,
• Linux, and the macOS. This course will help you prepare for the
• CompTIA A+ Core 2 (220-1102) certification exam.

• Technicians need to familiarize themselves with the various

• security principles and technologies available to protect
• employees, networks, and intellectual property from the emergent
• threats of the 21st century Internet. You will begin by exploring
• how to implement traditional physical security measures such as
• video surveillance, alarm systems, and motion sensors. Discover how
• to implement physical security devices such as key fobs, smart
• cards, keys, biometrics, lighting, and magnetometers. Next, learn
• how to implement and configure security features of Active
• Directory and how to secure devices using Mobile Device Management.
• Lastly, explore logical security features such as the principle of
• least privilege, access control lists, multi-factor authentication,
• and hard and soft tokens. Upon completion, you'll be able to design
• and implement technologies available to protect businesses against
• the latest security threats. This course helps you to prepare for
• the CompTIA A+ Core 2 (220-1102) certification exam.

• There are numerous wireless security protocols and

• authentication methods available. Technicians must learn how to
• recommend and potentially implement a wireless security solution
• depending on the requirements of an organization. In this course,
• you will start by learning the difference between the Wi-Fi
• Protected Access 2 (WPA2) and Wi-Fi Protected Access 3 (WPA3)
• wireless protocols and the features of each. Explore other wireless
• protocols and encryption options, including Temporal Key Integrity
• Protocol (TKIP) and Advanced Encryption Standard (AES). Finally,
• investigate wireless security authentication solutions, including
• Remote Authentication Dial-In User Service (RADIUS), Terminal
• Access Controller Access-Control System (TACACS+), Kerberos, and
• multi-factor authentication. After completing this course you'll
• know how to implement wireless security protocols and
• authentication methods. This course also helps you to prepare for
• the CompTIA A+ Core 2 (220-1102) certification exam.

• Malware is software designed with malicious intent that often
• aims to disrupt, enable unauthorized access, or cause end-user
• access interference. In this course, you'll learn how to detect,
• remove, and prevent malware using the appropriate tools and
• methods. Begin by exploring the various types of malware including
• trojans, rootkits, viruses, spyware, ransomware, keyloggers, boot
• sector viruses, and cryptominers. Become familiar with the recovery
• console and recognize when to perform an operating system
• reinstallation as a result of malware. Next, learn how to
• differentiate between anti-virus and anti-malware solutions and
• discover how software firewalls can help secure a device. Lastly,
• discover the importance of end-user training and education as it
• relates to malware and other cyber threats. After completing this
• course you'll know how to detect, remove, and prevent malware using
• the appropriate tools and methods. This course is part of a series
• used to prepare for the CompTIA A+ Core 2 (220-1102) certification
• exam.

• Among the newer forms of security for most workers in the 21st century involves social engineering -protecting workers and work against subtle but dangerous attacks by con men and scammers.
• Take a deep dive into security fundamentals and the many ways in which devious people steal information. This can include masquerading as delivery men, entering unauthorized areas without badges, shoulder surfing at airports or coffee shops, spoofing, dumpster-diving, and insidiously clever spear phishing attacks.
• Explore how legitimate-looking e-mails can lure workers to malicious websites, or worse, into opening encrypted attachments with company credentials or passwords. Lastly, discover common security vulnerabilities including non-compliant, unpatched, and unprotected systems, end of life (EOL) operating systems, and bring your own devices (BYOD).
• This course will prepare you for the CompTIA A+ Core 2 (220-1102) certification exam.

• There are many things to consider when managing and configuring

• basic security settings in the Microsoft Windows OS. Therefore,
• technicians must become well versed in configuring and enforcing
• workstations to meet best practices for security. In this course,
• you will begin by learning how to configure basic security settings
• including firewalls, Defender anti-virus, users and groups, and
• operating system login options. Explore the difference between NTFS
• and share permissions and discuss file and folder attributes and
• inheritance. Next, discover features of the administrator and
• standard user accounts and learn the fundamentals of user account
• control (UAC). Lastly, explore how to configure workstation
• security using features such as encryption, complex passwords, and
• account management and how to disable the AutoRun and AutoPlay
• features. Upon completion, you'll know how to configure basic
• security setting in the Windows OS. This course is part of a series
• used to prepare for the CompTIA A+ Core 2 (220-1102) certification
• exam.

• As mobile technology evolves, so does the need for mobile device

• security. Mobile device security features protect data, including
• sensitive and private information, on mobile devices such as
• smartphones, tablets, and laptops. Learn about screen lock security
• features such as facial recognition, PIN codes, fingerprint,
• pattern, and swipe devices. Discover the benefits of remote wiping
• features, locator applications, and device encryption. Next,
• explore how operating system updates can help secure devices and
• patch vulnerabilities. Then discover features of remote backup
• applications, firewalls, and mobile anti-virus and anti-malware
• solutions. Lastly, you'll get an overview of policies and
• procedures as they relate to BYOD, profile security requirements,
• and Internet of Things (IoT) security. Upon completion of this
• course, you'll be able to outline common methods for securing
• mobile and embedded devices. This course is part of a series that
• will help you prepare for the CompTIA A+ Core 2 (220-1102)
• certification exam.

• Technicians need to familiarize themselves with strategies,

• features, and techniques that can help ensure a safe and secure
• small office/home office (SOHO) environment. In this course,
• discover home router security settings to configure on a SOHO
• network. Explore wireless security considerations, including
• changing the service set identifier (SSID), disabling SSID
• broadcast and encryption settings, disabling guest access, and
• changing channels. Next, discover firewall security features such
• as disabling unused ports and port forwarding or mapping. You'll
• also learn to install and configure browsers and relevant security
• settings. Next you'll explore browser installations, extensions,
• and plug-ins, as well as password managers and certificates.
• Lastly, explore Internet browsing security features and techniques,
• including pop-up blockers, clearing browsing data, clearing cache,
• private-browsing mode, sign-in/browser data synchronization, and ad
• blockers. Once you have completed this course, you'll be able to
• configure security settings for browsers and SOHO networks. This
• course is part of a series that will help you prepare for the
• CompTIA A+ Core 2 (220-1102) certification exam.

• Diagnosing problems within a network or a computer requires a

• special and versatile toolbox for the IT specialist. This course
• outlines many popular troubleshooting tools and practical
• strategies needed to quickly isolate all kinds of problems,
• regardless of platform, and resolve them, to help restore normal
• working conditions efficiently and quickly. Explore the benefits of
• building process checklists and learn how to determine if a problem
• is widespread or limited to one machine. Discover how to trace
• issues back to new hardware or software installations, and explore
• best practices and techniques for malware removal. Lastly, explore
• valuable troubleshooting steps that can be used to resolve mobile
• OS and app issues and any mobile OS security issues. This course
• will help you prepare for CompTIA+ certification exam 220-1102.

• Malware is software specifically designed to compromise

• computers, servers, clients, or computer networks. In this course,
• you will learn best practices for the identification and removal of
• malware. Begin by exploring how to properly investigate and verify
• malware symptoms and how to ensure infected systems are quarantined
• immediately. Discover the importance of disabling System Restore
• from the onset as well as steps to remediate infected systems.
• Explore how to schedule system scans and run updates on a system.
• Next, discover when to re-enable System Restore and create a new
• restore point in Windows. Lastly, learn about the key points and
• techniques to share with end users when educating them on malware.
• This course helps prepare for CompTIA+ certification exam
• 220-1102.

• A large percentage of the population carries at least one mobile
• device on them at all times. These devices often contain
• applications that can be attractive targets for mobile attacks.
• This course covers how to troubleshoot mobile OS applications and
• application security issues. Discover common symptoms pertaining to
• mobile OS and application issues such as applications that fail to
• launch, crash, and fail to update. Next, explore connectivity
• issues pertaining to Bluetooth, Wi-Fi, near-field communication,
• and AirDrop and learn how to identify internet connectivity issues,
• including limited or no connectivity. Lastly, discover how to deal
• with high numbers of ads, fake security warnings, unexpected
• application behavior, and leaked personal files and data. This
• course helps prepare for CompTIA+ certification exam 220-1102.

• Ticketing systems are a great way to collect user and device

• information, descriptions of problems, and problem resolutions.
• This course will explore ticketing and asset management systems and
• how these systems capture information about events and resources.
• Explore document types such as acceptable use policies, compliance,
• and network topology diagrams. Discover components of a typical
• standard operating procedure, including procedures for custom
• installation of software packages. Next, consider the importance of
• knowledge base articles and explore best practices for documenting
• business processes, including rollback plans, sandbox testing, and
• responsible staff members. Lastly, explore considerations when
• explaining basic change management best practices. This course is
• part of a series that will help you prepare for the CompTIA A+ Core
• 2 (220-1102) certification exam.

• Backing up data is the practice of copying data from a primary
• to a secondary location. Regular backups are essential when
• attempting to recover from a primary data failure. Backups should
• be performed regularly in both personal and business scenarios. In
• this course, explore disaster prevention techniques and recovery
• best practices. Discover how to differentiate between full,
• incremental, differential, and synthetic backups, and learn when to
• implement each method. Next, explore backup frequency timelines
• that can help ensure regular data backups. Discover how to
• differentiate between on-site and off-site backup rotation schemes,
• and lastly, explore backup rotation schemes including
• grandfather-father-son (GFS) and the 3-2-1 backup rule. This course
• is part of a series that will help you prepare for the CompTIA A+
• Core 2 (220-1102) certification exam.

• Environments should be designed and maintained with personal

• safety best practices and safety standards in mind. Enforcing
• safety standards helps ensure that operators are kept safe and
• prevented from causing harm to their systems. In this course,
• you'll learn when and where to use electrostatic discharge straps,
• mats, and bags. Explore personal safety measures, including
• disconnecting power before repairing a PC, lifting techniques,
• electrical fire safety, safety goggles, and air filtration masks.
• Discover material safety data sheet (MSDS) handling and disposal
• recommendations, including proper battery disposal, proper toner
• disposal, and proper disposal of other devices and assets. You will
• also learn the importance of temperature, humidity-level awareness,
• and proper ventilation, including equipment placement, dust
• cleanup, and compressed air and vacuums. Lastly, explore the impact
• of power surges, under-voltage events, and power outages and
• discuss when to use battery backup and surge suppressors. This
• course helps prepare for CompTIA A+ certification exam
• 220-1102.

• Professionalism is essential in any working environment,
• especially business operations that require interactions with
• customers. Learn about proper communication techniques and
• professionalism, such as avoiding jargon, acronyms, and slang.
• Explore how to maintain a positive attitude, project confidence,
• listen actively, and be on time. Discover how to avoid distractions
• including personal calls, texting, and personal interruptions.
• Explore how to set and meet expectations and timelines, and how to
• properly communicate status with the customer. Lastly, learn the
• importance of prohibited content/activity, privacy, licensing, and
• policy concepts. This course is part of a series that will help you
• prepare for the CompTIA A+ Core 2 (220-1102) certification
• exam.

• Remote access is accessing a computer or device from any

• location, including remotely administering networks and computing
• environments. Scripting is the process of automating tasks that
• would otherwise be performed individually by a human operator. In
• this course, discover how to leverage remote access technologies.
• First, learn the basics of scripting, including script file types,
• use cases, and other considerations for using scripts. Next,
• explore remote access methods and tools, and examine the security
• considerations of each access method. Finally, discover how to
• leverage remote access technologies and recognize remote access
• methods and tools, including the security considerations of each
• access method. This course is part of a series that will help you
• prepare for the CompTIA A+ Core 2 (220-1102) certification
• exam.

Welcome to the CompTIA A+ (220-1102) Practice Lab. The CompTIA 220-1102 certification is an entry-level qualification that will help provide an aspiring IT Professional with the necessary skills for entry into an IT Professional career.