This certification exam measures your ability to resolve
end-user incident requests by configuring and
troubleshooting the Microsoft Windows XP operating system.
Before taking the exam, you should be proficient in the job
skills listed in the following matrix. The matrix shows
which Official Microsoft Learning Products may help you
reach competency in the skills being tested in the exam.
| Installing a Windows
Desktop Operating System |
Perform and
troubleshoot an attended installation of a Windows XP
operating system.
- Answer end-user questions related to performing an
attended installation of a Windows XP operating
system.
- Troubleshoot and complete installations in which
an installation does not start. Tasks include
configuring the device boot order and ascertaining
probable cause of the failure to start.
- Troubleshoot and complete installations in which
an installation fails to complete. Tasks include
reviewing setup log files and providing needed files.
- Perform postinstallation configuration. Tasks
include customizing installations for individual users
and applying service packs.
|
Perform and
troubleshoot an unattended installation of a Windows
desktop operating system.
- Answer end-user questions related to performing an
unattended installation of a Windows XP operating
system. Tasks include starting an installation,
answering questions asked by an end user during an
installation, and performing postinstallation tasks.
- Configure a PC to boot to a network device and
start installation of a Windows XP operating system.
Tasks include configuring PXE compliant network cards.
- Perform an installation by using unattended
installation files.
|
Upgrade from a previous
version of Windows.
- Answer end-user questions related to upgrading
from a previous version of Windows. Considerations
include available upgrade paths and methods for
transferring user state data.
- Verify hardware compatibility for upgrade.
Considerations include minimum hardware and system
resource requirements.
- Verify application compatibility for upgrade.
Tasks include ascertaining which applications can and
cannot run, and using the application compatibility
tools.
- Migrate user state data from an existing PC to a
new PC.
- Install a second instance of an operating system
on a computer.
|
| Managing and
Troubleshooting Access to Resources |
Monitor, manage, and
troubleshoot access to files and folders.
- Answer end-user questions related to managing and
troubleshooting access to files and folders.
- Monitor, manage, and troubleshoot NTFS file
permissions.
- Manage and troubleshoot simple file sharing.
- Manage and troubleshoot file encryption.
|
Manage and troubleshoot
access to shared folders.
- Answer end-user questions related to managing and
troubleshooting access to shared folders.
- Create shared folders.
- Configure access permission for shared folders on
NTFS partitions.
- Troubleshoot and interpret Access Denied messages.
|
Connect to local and
network print devices.
- Answer end-user questions related to printing
locally.
- Configure and manage local printing.
- Answer end-user questions related to network-based
printing.
- Connect to and manage printing to a network-based
printer.
|
Manage and troubleshoot
access to and synchronization of offline files.
- Answer end-user questions related to configuring
and synchronizing offline files.
- Configure and troubleshoot offline files.
- Configure and troubleshoot offline file
synchronization.
|
| Configuring and
Troubleshooting Hardware Devices and Drivers |
Configure and
troubleshoot storage devices.
- Answer end-user questions related to configuring
hard disks and partitions or volumes.
- Manage and troubleshoot disk partitioning.
- Answer end-user questions related to optical
drives such as CD-ROM, CD-RW, DVD, and DVD-R.
- Configure and troubleshoot removable storage
devices such as pen drives, flash drives, and memory
cards.
|
Configure and
troubleshoot display devices.
- Answer end-user questions related to configuring
desktop display settings.
- Configure display devices and display settings.
- Troubleshoot display device settings.
|
Configure and
troubleshoot Advanced Configuration and Power Interface
(ACPI).
- Answer end-user questions related to configuring
ACPI settings.
- Configure and troubleshoot operating system power
settings.
- Configure and troubleshoot system standby and
hibernate settings.
|
Configure and
troubleshoot I/O devices.
- Answer end-user questions related to configuring
I/O devices.
- Configure and troubleshoot device settings.
- Configure and troubleshoot device drivers for I/O
devices.
- Configure and troubleshoot hardware profiles.
|
| Configuring and
Troubleshooting the Desktop and User Environments |
Configure the user
environment.
- Answer end-user questions related to configuring
the desktop and user environment.
- Configure and troubleshoot task and toolbar
settings.
- Configure and troubleshoot accessibility options.
- Configure and troubleshoot pointing device
settings.
- Configure and troubleshoot fast-use switching.
|
Configure support for
multiple languages or multiple locations.
- Answer end-user questions related to regional
settings.
- Configure and troubleshoot regional settings.
- Answer end-user questions related to language
settings.
- Configure and troubleshoot language settings.
|
Troubleshoot security
settings and local security policy.
- Answer end-user questions related to security
settings.
- Identify end-user issues caused by local security
policies such as Local Security Settings and Security
Configuration and Analysis.
- Identify end-user issues caused by network
security policies such as Resultant Set of Policy (RSoP)
and Group Policy.
|
Configure and
troubleshoot local user and group accounts.
- Answer end-user questions related to user
accounts.
- Configure and troubleshoot local user accounts.
- Answer end-user questions related to local group
accounts.
- Configure and troubleshoot local group accounts.
Considerations include rights and permissions.
|
Troubleshoot system
startup and user logon problems.
- Answer end-user questions related to system
startup issues.
- Troubleshoot system startup problems.
- Answer end-user questions related to user logon
issues.
- Troubleshoot local user logon issues.
- Troubleshoot domain user logon issues.
|
Monitor and analyze
system performance.
- Answer end-user questions related to system
performance.
- Use Help and Support to view and troubleshoot
system performance.
- Use Task Manager to view and troubleshoot system
performance.
- Use the Performance tool to capture system
performance information.
|
| Troubleshooting
Network Protocols and Services |
Troubleshoot TCP/IP.
Tools include ARP; the Repair utility; connection
properties; and the ping, ipconfig,
pathping, and nslookup commands.
- Answer end-user questions related to configuring
TCP/IP settings.
- Configure and troubleshoot manual TCP/IP
configuration.
- Configure and troubleshoot automated TCP/IP
address configuration.
- Configure and troubleshoot Internet Connection
Firewall (ICF) settings such as enable and disable.
Considerations include indications of issues related
to enabling or disabling ICF.
|
Troubleshoot name
resolution issues.
- Configure and troubleshoot host name resolution
issues on a client computer. Considerations include
Hosts files and DNS.
- Configure and troubleshoot NetBIOS name resolution
issues on a client computer. Considerations include
Lmhosts files and WINS.
|
Configure and
troubleshoot remote connections.
- Configure and troubleshoot a remote dialup
connection. Tasks include client-side configuration.
- Configure and troubleshoot a remote connection
across the Internet. Tasks include client-side
configuration.
|
Configure and
troubleshoot Internet Explorer.
- Configure and troubleshoot Internet Explorer
connections properties.
- Configure and troubleshoot Internet Explorer
security properties.
- Configure and troubleshoot Internet Explorer
general properties.
|
Configure and
troubleshoot end-user systems by using remote
connectivity tools.
- Use Remote Desktop to configure and troubleshoot
an end user's desktop.
- Use Remote Assistance to configure and
troubleshoot an end user's desktop.
|
