MCDST Self-Paced Training Kit (Exam 70-272) : Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System,9780735620889

MCDST Self-Paced Training Kit (Exam 70-272) : Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System

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ISBN13: 9780735620889
ISBN10: 0735620881
Format: Paperback
Pub. Date: 2004-06-30
Publisher(s): Microsoft Pr
List Price: $62.99

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Summary

This Readiness Review Suite features 425 questions and multiple testing options, plus new, in-depth coverage of Exam 70-272 objectives written by an exam-certified author. The CD includes a new 180-day evaluation version of Windows XP, and an e-Book in PDF format.

Table of Contents

Part 1 Learn at Your Own Pace
Introduction to Desktop Support
1(1)
Why This Chapter Matters
1(1)
Before You Begin
1(2)
Lesson 1: Introduction to Supporting Users
3(5)
The End User's Level of Expertise
3(2)
Traits of a Good Desktop Support Technician
5(1)
Lesson Review
6(1)
Lesson Summary
7(1)
Lesson 2: Overview of Corporate Environments
8(8)
Types of Networks
8(3)
Tier Structure
11(1)
Job Titles and Requirements
12(1)
Practice: Identifying Tasks in a Corporate Environment
13(1)
Lesson Review
14(1)
Lesson Summary
15(1)
Lesson 3: Overview of Noncorporate Environments
16(3)
Telephone Call Centers
17(1)
Repair Shops and Private Businesses
17(1)
Internet Service Providers
17(1)
Lesson Review
18(1)
Lesson Summary
19(1)
Case Scenario Exercises
19(1)
Scenario 1.1
19(1)
Scenario 1.2
19(1)
Chapter Summary
20(1)
Exam Highlights
21(1)
Key Points
21(1)
Key Terms
21
Resolving a Service Call
1(1)
Why This Chapter Matters
1(1)
Before You Begin
1(1)
Lesson 1: Knowing What to Ask
2(5)
Asking Who, When, What, Why, and How
2(2)
Reproducing the Problem
4(1)
Lesson Review
5(1)
Lesson Summary
6(1)
Lesson 2: Determining a Solution
7(17)
Understanding General Troubleshooting Procedures
7(2)
Locating the Answers
9(7)
Working Through Possible Solutions
16(3)
Practice: Determining a Solution
19(3)
Lesson Review
22(1)
Lesson Summary
23(1)
Lesson 3: Informing and Teaching the End User
24(8)
Explaining the Problem and Solution to the End User
24(2)
Helping the User Solve Problems with Online Help and Support
26(2)
Teaching Common Maintenance Tasks
28(2)
Practice: Exploring the Windows Troubleshooters
30(1)
Lesson Review
31(1)
Lesson Summary
32(1)
Case Scenario Exercises
32(1)
Scenario 2.1
32(1)
Scenario 2.2
33(1)
Chapter Summary
33(1)
Exam Highlights
34(1)
Key Points
34(1)
Key Terms
34
Troubleshooting the Operating System
1(1)
Why This Chapter Matters
1(2)
Before You Begin
2(1)
Lesson 1: Resolving Taskbar and Start Menu Issues
3(18)
Common Start Menu and Taskbar Requests
3(1)
Troubleshooting the Notification Area
4(4)
Locking and Unlocking the Taskbar
8(1)
Grouping Similar Items and Enabling Quick Launch
8(2)
Troubleshooting a Locked, Hidden, or Missing Taskbar
10(2)
Configuring Taskbar Toolbars
12(1)
Troubleshooting the Start Menu
13(3)
Troubleshooting the Classic Start Menu
16(1)
Practice: Resolve Taskbar and Start Menu Issues
17(2)
Lesson Review
19(1)
Lesson Summary
20(1)
Lesson 2: Customizing Regional and Language Settings
21(7)
Regional and Language Settings
21(1)
Configuring Correct Currency, Time, and Date
22(1)
Configuring Input Languages
23(1)
Troubleshooting Language-Related Problems
24(1)
Practice: Configure Language Options
25(1)
Lesson Review
26(1)
Lesson Summary
27(1)
Lesson 3: Customizing Folder Options
28(5)
Configuring Folder Options
28(1)
Troubleshooting Folder View Settings
29(1)
Adopting Best Practices
30(1)
Practice: Configure Folder Options
30(1)
Lesson Review
31(1)
Lesson Summary
32(1)
Lesson 4: Troubleshooting Issues with File Associations
33(7)
Understanding Common File Types
33(1)
Changing the Default Way That a File Type Opens
34(1)
Changing the Way That a File Type Opens One Time
35(1)
Troubleshooting File Associations
36(1)
Practice: Configure File Associations
37(1)
Lesson Review
38(1)
Lesson Summary
39(1)
Lesson 5: Using the Windows XP Troubleshooting Tools
40(8)
Commonly Used Troubleshooting Tools
40(6)
Practice: Explore Windows Troubleshooting Tools
46(1)
Lesson Review
47(1)
Lesson Summary
48(1)
Case Scenario Exercises
48(1)
Scenario 3.1
48(1)
Scenario 3.2
49(1)
Troubleshooting Lab
49(1)
Exercise 1: Run Check Disk and Fix Errors
49(1)
Exercise 2: Defragment a Disk
50(1)
Chapter Summary
50(1)
Exam Highlights
51(1)
Key Points
51(1)
Key Terms
52
Microsoft Outlook and Outlook Express
1(1)
Why This Chapter Matters
1(2)
Before You Begin
2(1)
Lesson 1: Configuring E-Mail Accounts
3(22)
Understanding E-Mail Protocols
3(1)
Creating Accounts
3(6)
Connecting to an Exchange Server Account
9(1)
Working with Address Books and Messages
10(4)
Using Outlook Express
14(4)
Practice: Set Up and Configure E-Mail Accounts
18(4)
Lesson Review
22(2)
Lesson Summary
24(1)
Lesson 2: Configuring Newsreader Settings
25(6)
Setting Up Outlook News as the Default News Client
25(1)
Adding a Newsgroup
26(1)
Common Newsgroup Service Calls
27(2)
Practice: Configure Newsreader Settings
29(1)
Lesson Review
30(1)
Lesson Summary
30(1)
Lesson 3: Maintaining Outlook
31(8)
Emptying the Deleted Items Folder on Exit
31(1)
AutoArchive
32(1)
Mailbox Cleanup
32(2)
Junk E-Mail Options
34(2)
Practice: Configure Outlook Maintenance Settings
36(1)
Lesson Review
37(1)
Lesson Summary
38(1)
Lesson 4: Troubleshooting Outlook
39(5)
Resolving an Incorrect Name or E-Mail Address
39(1)
Common Interface Problems
40(1)
Practice: Test Outlook 2003 Account Settings
41(1)
Lesson Review
42(1)
Lesson Summary
43(1)
Lesson 5: Resolving Common User Requests in Outlook
44(5)
Leaving a Copy of E-Mail on the Server
44(1)
Configuring Composition Options
45(1)
The .iaf File
46(1)
Practice: Resolve Common Outlook User Requests
47(1)
Lesson Review
48(1)
Lesson Summary
49(1)
Case Scenario Exercises
49(2)
Scenario 4.1
49(1)
Scenario 4.2
50(1)
Troubleshooting Lab
51(1)
Chapter Summary
52(1)
Exam Highlights
53(1)
Key Points
53(1)
Key Terms
53
Supporting Internet Explorer
1(1)
Why This Chapter Matters
1(1)
Before You Begin
1(1)
Lesson 1: Personalizing Internet Explorer
2(16)
Configuring Accessibility
2(3)
Using the Profile Assistant
5(1)
Configuring Languages
5(1)
Resolving Common Interface Requests
6(7)
Practice: Personalize Internet Explorer
13(2)
Lesson Review
15(2)
Lesson Summary
17(1)
Lesson 2: Maintaining Internet Explorer
18(14)
Controlling Temporary Files
18(6)
Configuring Cookie Use in Internet Explorer
24(4)
Practice: Maintain Internet Explorer
28(1)
Lesson Review
29(2)
Lesson Summary
31(1)
Lesson 3: Troubleshooting Internet Explorer
32(14)
Resolving Common User Requests
32(6)
Troubleshooting Security Zones
38(4)
Resolving Problems with Viewing Web Pages
42(2)
Practice: Configure Security Zones in Internet Explorer
44(1)
Lesson Review
45(1)
Lesson Summary
46(1)
Case Scenario Exercises
46(1)
Scenario 5.1
46(1)
Scenario 5.2
47(1)
Troubleshooting Lab
47(1)
Chapter Summary
48(1)
Exam Highlights
48(1)
Key Points
48(1)
Key Terms
49
Installing and Configuring Office Applications
1(1)
Why This Chapter Matters
1(2)
Before You Begin
2(1)
Lesson 1: Preparing for an Office Installation
3(10)
Verifying Compatibility
3(1)
Meeting Minimum Requirements
4(2)
Using Program Compatibility Options
6(3)
Using System Restore
9(1)
Practice: Prepare for an Office 2003 Installation
10(1)
Lesson Review
11(1)
Lesson Summary
12(1)
Lesson 2: Installing Office 2003
13(10)
General Installation Concepts
13(6)
Troubleshooting Common Installation Problems
19(1)
Using Log Files
20(1)
Practice: Install Microsoft Office 2003
21(1)
Lesson Review
21(1)
Lesson Summary
22(1)
Lesson 3: Personalizing Office Features
23(14)
Adding, Removing, and Customizing Toolbars
23(3)
Further Customizing Menus, Toolbars, and Their Commands
26(3)
Customizing Using the Options Dialog Box
29(5)
Practice: Personalize Office Features
34(1)
Lesson Review
35(1)
Lesson Summary
36(1)
Lesson 4: Configuring Proofing Tools
37(10)
Proofing in Other Languages
37(2)
AutoSummarize
39(1)
Understanding Templates
40(1)
Spelling and Grammar
41(4)
Practice: Configure Proofing Tools
45(1)
Lesson Review
46(1)
Lesson Summary
47(1)
Case Scenario Exercises
47(2)
Scenario 6.1
48(1)
Scenario 6.2
48(1)
Troubleshooting Lab
49(1)
Chapter Summary
50(1)
Exam Highlights
50(1)
Key Points
50(1)
Key Terms
50
Troubleshooting Office Applications
1(1)
Why This Chapter Matters
1(2)
Before You Begin
2(1)
Lesson 1: Supporting Word 2003
3(17)
Missing Toolbars, Features, and Components
3(5)
Text Formatting
8(3)
Embedded and Linked Objects
11(3)
Recovering Lost Files
14(2)
Practice: Configure and Troubleshoot Word 2003
16(2)
Lesson Review
18(1)
Lesson Summary
19(1)
Lesson 2: Supporting Excel 2003
20(14)
Calculations
20(5)
Working with Macros
25(4)
Recovering Lost Files
29(1)
Practice: Configuring and Supporting Excel 2003
30(2)
Lesson Review
32(1)
Lesson Summary
33(1)
Lesson 3: Supporting PowerPoint 2003
34(4)
Sharing Presentations
34(1)
Recovering Lost Files
35(1)
Lesson Review
36(1)
Lesson Summary
37(1)
Lesson 4: Troubleshooting Outlook Express
38(8)
Attachments
38(3)
International Settings and Encoding
41(1)
Other Common Issues
42(1)
Recovering Lost E-Mail
42(1)
Practice: Troubleshooting Outlook Express
43(1)
Lesson Review
44(1)
Lesson Summary
45(1)
Lesson 5: Troubleshooting Outlook 2003
46(7)
Resolving Issues with the Calendar
46(1)
Resolving Issues with Contacts
47(1)
Resolving Issues with Tasks
48(1)
Resolving Issues with the Journal
48(1)
Recovering Lost E-Mail
49(3)
Lesson Review
52(1)
Lesson Summary
52(1)
Case Scenario Exercises
53(1)
Scenario 7.1
53(1)
Scenario 7.2
53(1)
Troubleshooting Lab
54(1)
Chapter Summary
55(1)
Exam Highlights
55(1)
Key Points
56(1)
Key Terms
56
Common Connectivity Problems
1(1)
Why This Chapter Matters
1(2)
Before You Begin
2(1)
Lesson 1: Resolving Physical Connectivity Issues
3(7)
Checking Connections
3(1)
Troubleshooting Installed Hardware
4(4)
Lesson Review
8(1)
Lesson Summary
9(1)
Lesson 2: Resolving Network Configuration Issues
10(21)
Troubleshooting Modem Connections
10(2)
Troubleshooting Cable and DSL Connections
12(2)
Troubleshooting Workgroup Connections
14(5)
Troubleshooting Domain Connections
19(7)
Practice: Resolve Network Configuration Issues
26(3)
Lesson Review
29(1)
Lesson Summary
30(1)
Lesson 3: Resolving Complex Networking Issues
31(9)
Using ping
31(3)
Using ipconfig / all
34(1)
Using net view
35(1)
Using tracert
36(1)
Using pathping
36(1)
Practice: Use Network Troubleshooting Tools
36(2)
Lesson Review
38(1)
Lesson Summary
39(1)
Lesson 4: Resolving Name Resolution Issues
40(6)
Understanding DNS Issues
40(2)
WINS
42(1)
LMHOSTS
43(1)
HOSTS
44(1)
Lesson Review
44(1)
Lesson Summary
45(1)
Lesson 5: Troubleshooting Internet Connection Sharing
46(3)
Configuring Internet Connection Sharing
46(1)
ICS Limitations
47(1)
Troubleshooting ICS
47(1)
Lesson Review
48(1)
Lesson Summary
48(1)
Case Scenario Exercises
49(1)
Scenario 8.1
49(1)
Scenario 8.2
49(1)
Troubleshooting Lab
50(1)
Chapter Summary
50(1)
Exam Highlights
51(1)
Key Points
51(1)
Key Terms
51
Security and Security Permissions
1(1)
Why This Chapter Matters
1(2)
Before You Begin
1(2)
Lesson 1: Understanding Security Permissions
3(18)
Working with Windows XP Simple File Sharing
3(4)
Working with Shared Folders
7(3)
Working with NTFS Permissions
10(3)
When Both Share and NTFS Permissions Exist
13(1)
Built-In Local Groups and Their Privileges
14(2)
Practice: Configure Security Permissions
16(3)
Lesson Review
19(1)
Lesson Summary
20(1)
Lesson 2: Troubleshooting Group Membership
21(3)
When Users Are Members of More than One Group
21(1)
Changes in Group Membership
22(1)
Practice: Add a User to the Backup Operators Group
22(1)
Lesson Review
23(1)
Lesson Summary
23(1)
Lesson 3: Troubleshooting Local Security Settings
24(11)
Understanding Local Security Settings
24(1)
Account Policies
25(4)
Local Security Policies
29(2)
Practice: Configure Local Security Settings
31(2)
Lesson Review
33(1)
Lesson Summary
34(1)
Lesson 4: Understanding Group Policy
35(5)
Understanding Group Policy
35(1)
Group Policy Settings in a Workgroup
35(2)
Group Policy Settings in a Domain
37(1)
Troubleshooting Group Policy
37(2)
Practice: Configure Group Policy in a Workgroup
39(1)
Lesson Review
39(1)
Lesson Summary
40(1)
Case Scenario Exercises
40(1)
Scenario 9.1
40(1)
Scenario 9.2
41(1)
Troubleshooting Lab
41(1)
Chapter Summary
42(1)
Exam Highlights
43(1)
Key Points
43(1)
Key Terms
43
Protecting the Computer
1(1)
Before You Begin
1(1)
Lesson 1: Updating Windows and Microsoft Office
2(7)
Configuring Automatic Updates in Windows XP
2(1)
Using the Windows Update Site
3(1)
Critical Updates
4(1)
Windows Updates
5(1)
Driver Updates
5(1)
Updating Microsoft Office
6(1)
Practice: Updating Windows XP
7(1)
Lesson Review
8(1)
Lesson Summary
8(1)
Lesson 2: Configuring Internet Connection Firewall
9(12)
Understanding Internet Connection Firewall
9(1)
ICF and the Small Office
10(1)
Configuring, Viewing, and Using ICF Log Files
11(2)
ICMP and ICF
13(2)
Allowing Services in ICF
15(3)
Troubleshooting Internet Connection Firewall
18(1)
Practice: Configure Internet Connection Firewall
18(2)
Lesson Review
20(1)
Lesson Summary
20(1)
Lesson 3: Troubleshooting Virus Attacks
21(6)
Virus Scanning Software
21(1)
Updating Virus Scanning Software
22(1)
Taking Notice of Common Signs
23(1)
Recovering from a Virus
24(1)
Lesson Review
25(1)
Lesson Summary
26(1)
Lesson 4: Using Microsoft Baseline Security Analyzer
27(3)
Downloading MBSA
27(1)
Practice: Install and Run MBSA
28(1)
Lesson Review
29(1)
Lesson Summary
30(1)
Case Scenario Exercises
30(1)
Scenario 10.1
30(1)
Scenario 10.2
30(1)
Troubleshooting Lab
31(1)
Chapter Summary
32(1)
Exam Highlights
32(1)
Key Points
32(1)
Key Terms
32
Troubleshooting Application Access on Multiuser, Multiple Boot, and Networked Computers
1(1)
Before You Begin
1(1)
Lesson 1: Working with Multiuser Computers
2(6)
Understanding User Accounts
2(1)
Using a Shared Computer
3(2)
Configuring Access to Applications
5(1)
Practice: Add a User Account to a Computer
6(1)
Lesson Review
6(1)
Lesson Summary
7(1)
Lesson 2: Working with Multiple Boot Computers
8(11)
Understanding Disk Partitions
8(2)
Understanding File Systems and File System Access
10(3)
Troubleshooting Permission Problems
13(2)
Installing and Accessing Applications
15(2)
Practice: Configure Boot Options on a Multiple Boot Computer
17(1)
Lesson Review
18(1)
Lesson Summary
19(1)
Case Scenario Exercises
19(1)
Scenario 11.1
19(1)
Scenario 11.2
20(1)
Troubleshooting Lab
20(1)
Scenario
20(1)
Chapter Summary
21(1)
Exam Highlights
21(1)
Key Points
21(1)
Key Terms
22
Resolving Issues with Locally Attached Devices
1(1)
Why This Chapter Matters
1(1)
Before You Begin
1(1)
Lesson 1: Understanding Connection Types
2(8)
Understanding Ports and Connectors
2(4)
Troubleshooting Ports and Connections
6(2)
Practice: Configure Ports
8(1)
Lesson Review
9(1)
Lesson Summary
9(1)
Lesson 2: Resolving Issues with Handheld Devices
10(4)
Understanding Personal Digital Assistants
10(1)
Smart Displays
11(1)
Tablet PCs
11(1)
Installing Software for Handheld Devices
12(1)
Troubleshooting Handheld Devices
12(1)
Lesson Review
13(1)
Lesson Summary
14(1)
Case Scenario Exercises
14(1)
Scenario 12.1
14(1)
Scenario 12.2
15(1)
Troubleshooting Lab
15(1)
Chapter Summary
16(1)
Exam Highlights
17(2)
Key Points
17(1)
Key Terms
17(2)
Case Scenario Exercises
19
Part 2 Prepare For the Exam
Configuring and Troubleshooting Applications
1(1)
Tested Skills and Suggested Practices
1(2)
Further Reading
3
Resolving Issues Related to Usability
1(1)
Tested Skills and Suggested Practices
1(1)
Further Reading
2
Resolving Issues Related to Application Customization
1(1)
Tested Skills and Suggested Practices
2(1)
Further Reading
3
Configuring and Troubleshooting Connectivity for Applications
1(1)
Tested Skills and Suggested Practices
1(2)
Further Reading
3
Configuring Application Security
1(1)
Tested Skills and Suggested Practices
1(1)
Further Reading
2
Part 3 Appendix
A Microsoft Windows XP Service Pack 2
1(1)
Glossary 1(1)
Index 1

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