2261: Supporting Users Running the Microsoft Windows XP Operating System

Days: 3

Location: Letchworth

Price: £695 + VAT

Introduction
Microsoft Certification Exams
Prerequisites
Course Outline

Introduction: This is three-day instructor-led course provides students with the knowledge and skills to troubleshoot and escalate or repair problems with Windows desktop operating systems by reacting to incident requests from end users. This course will provide the basic knowledge of system architecture and security needed to provide the students with the requisite skills required to support end users and adhere to ITIL/MOF foundational operations.

Microsoft Certifications Exams:  This course will help students prepare for the following Microsoft Certified Professional exam:
Exam 70-271: Supporting Users and Troubleshooting a Microsoft Windows XP Operating System

Prerequisites: Before attending this course, students must have:
* Basic experience of a Microsoft Windows operating system such as Windows XP.
* Basic understanding of Microsoft Office applications and Microsoft Windows accessories, including Microsoft Internet Explorer.
* Basic understanding of core operating system technologies, including installation and configuration.
* Basic understanding of hardware components and their functions.
* Basic understanding of the major desktop components and interfaces and their functions.
* Basic understanding of Transmission Control Protocol/Internet Protocol (TCP/IP) settings.
* Basic understanding of command-line utilities for managing the operating system.
* Basic understanding of technologies that are available for establishing Internet connectivity.

Course Outline:

 Introduction to the Desktop Support Technician Role and Environment
   Examining the Desktop Support Technician Roles
   Examining the Desktop Support Environment
   Interacting with Users

Resolving User Accounts and Logon Issues
   Desktop Operating System Concepts
   User Account Concepts
   Troubleshooting User Logon Issues

Resolving System Configuration and Security Issues
   Troubleshooting System Configuration Issues
   Troubleshooting Security Issues
   Troubleshooting System Performance

Resolving Network Connectivity Issues
   Managing Computer Addressing Issues
   Troubleshooting Name Resolution Issues
   Troubleshooting Remote Network Connectivity Issues
   Troubleshooting Computers by Using Remote Connection Tools

Resolving Hardware Issues
   Managing Drivers
   Troubleshooting Drivers by Using Safe Mode
   Troubleshooting Storage Devices
   Troubleshooting Display Devices
   Troubleshooting I/O Devices
   Troubleshooting ACPI

Resolving File and Folder Issues
   Managing Files and Folders
   Troubleshooting Access to Files and Folders
   Troubleshooting Access to Shared Files and Folders
   Troubleshooting Access to Offline Files

Resolving Printer Issues
   Installing Local and Network Printers
   Troubleshooting Printer Drivers
   Troubleshooting Printers and Print Jobs

Resolving Startup Issues
   Overview of the Windows XP Boot Process
   Troubleshooting the Boot Process
 

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