Apple Desktop Service Exam (9L0-004)

Exam Objectives and Sub-Objectives:

Following are the objectives of this exam

1. Troubleshooting and Administrative References 

• Access Service Source, the Knowledge Base, and Discussions.
• Gather technical information using Service Source and the Knowledge Base.
• Identify the appropriate resources to locate specific information such as partnumbers, service news, product specifications, compatibility information, upgradeinformation, etc.
• Indicate the type of information included within the service manuals, i.e., TakeApart, Troubleshooting, Upgrades.

2. Troubleshooting Tools, Diagnostics, Utilities 

• Identify how to use Mac OS X components such as Apple System Profiler, DiscUtility, Terminal, Network Utility, etc.
• Identify quick fixes, such as starting up from an Install CD or resetting OpenFirmware, and when to use them.
• Identify how to use software tools, including software install and restore CDs, AppleHardware Test, and Disk Copy.
• Identify how to use adjustment utilities such as the display adjustment utility.
• Identify the most appropriate diagnostic tools (i.e., Apple Hardware Test, MacTestPro, TechTool Deluxe) to test the basic operation of the computer’s componentsand the integrity of the directory and file systems. 

3. General Troubleshooting Theory (Hardware) 

• From a problem description, identify the most appropriate diagnostic procedures touse.
• From a problem description, identify the most appropriate reference sources to usein troubleshooting (Service Source, Knowledge Base, etc.).
• From a problem description, find the probable cause by applying knowledge ofparts and functions of Apple products.
• From a description of a repair, identify the proper test to verify the repair, accordingto Apple recommendations.
• Skills Assessment Guide 3
• Apple Desktop Service Exam
• Indicate the recommended troubleshooting steps to take prior to performing arepair.
• Identify the most appropriate questions of a customer to help identify the cause ofa technical issue.
• Identify the benefits of verifying the root cause of an issue.
• Determine whether a problem is hardware or software related by using appropriatetools and strategies as recommended by Apple.
• Indicate why a technician should test the complete range of functionality whenverifying a repair. 

4. Electrostatic Discharge (ESD) Prevention 

• Recognize what ESD is and how it causes damage.
• Identify the eight ESD prevention rules.
• Identify the equipment necessary to reduce the risk of ESD damage.
• Describe how to set up an ESD safe environment (proper grounding, proper ESDmat, etc). 

5. Basic Networking 

• Identify the requirements and features of AirPort hardware and software.
• Troubleshoot common AirPort issues.
• Identify steps that demonstrate how to set up and/or restore a basic AirPortNetwork.
• Identify how to locate and fix trouble which prevents files from being sharedbetween computers.
• Define common networking terms and how they relate to troubleshooting.
• Identify and explain networking error messages or faults. 

6. Displays: Types, Theory of Operation, and Troubleshooting

• Identify differences between LCD and CRT displays and how each works.
• Choose the best color and resolution settings for each LCD (i.e., scaling gives lowquality).
• Identify LCD pixel anomalies and service strategies related to them.
• Component Isolation Troubleshooting

Identify steps in Apple-recommended component isolation troubleshooting procedure and select steps that demonstrate grasp of the theory behind the component isolation approach to troubleshooting.

7. Macintosh Computers: Identifying Parts and Their Functions 

• From pictures, identify major modules (e.g. logic board, power supply, etc.)common to various families of Apple computers.
• Identify cross compatibility of modules (i.e., RAM, hard drives, modems) acrossmultiple Apple computer models.
• Identify functions of major modules common to various families of Apple computermodels.
• Recognize common symptoms and problems associated with modules in variousfamilies of Apple computers.
• Identify the correct module to exchange, when a hardware issue indicates anexchange is needed.
• Skills Assessment Guide 4 

8. Apple Desktop Service Exam

• Locate and Identify a replacement module's corresponding part number.
• Identify slot and connector types and associated specifications for expansion cards(PCI, AGP, AirPort, PC Card), expansion modules (DIMM, SODIMM, etc), and connectors (ATA, SCSI, USB, FireWire, ADC, Sound, GVGA, S-video, RJ11).
• Displays: Tools, Adjustments, and Troubleshooting.
• Identify the function of Apple displays software.
• Identify misadjusted iMac CRTs and specific defects shown (for instance, geometrical distortion, out-of-focus).
• Identify proper use of hardware and software tools for iMac CRT adjustment (including test patterns, overlays, adjustment tools, etc.).
• Displays: CRT Safety Procedures
• Identify steps to perform iMac CRT safety, discharge, and disposal procedures.
• Identify the risks of working with iMac CRTs.
• Identify hazardous areas of an iMac CRT that must not be touched.
• Follow the Apple-recommended safety rules and procedures for adjusting a liveiMac CRT.
• Follow the Apple-recommended safety rules and procedures for discharging aniMac CRT.
• Before you sign up to take the Apple Desktop Service Exam, be confident you canmeet these objectives. You will NOT have access to any resources or referencesduring the exam.
• To obtain the requisite knowledge for the exam, you should go through the DesktopCertification courses and read through the Macintosh service manuals in ServiceSource. The Service Source manuals are Apple's primary vehicle for hardwaretraining, making them an integral and essential part of the service trainingcurriculum. Use of the service manuals enables the technician to become familiarwith Macintosh parts and their functions and common problems and their solutions,major objectives of the certification exam.

Exam Detail: