Announcing an all-new SELF-PACED TRAINING KIT designed to help maximize your performance on 70-685, the required exam for the new MCITP certification: WINDOWS 7, ENTERPRISE DESKTOP SUPPORT TECHNICIAN. This 2-in-1 kit includes the official Microsoft® study guide, plus practice testson CD to help you assess your skills. It comes packed with the tools and features exam candidates want most-including in-depth, self-paced training based on final exam content; rigorous, objective-by-objective review; exam tips from expert, exam-certified authors; and customizable testing options. Italso provides real-world scenarios, case study examples, and troubleshooting labs to give you the skills and expertise you can use on the job. Work at your own pace through the lessons and lab exercises. The official study guide covers identifying and resolving desktop application, networking, security,and performance issues; supporting mobile users; and providing support for hardware failures.Then assess yourself using the 200 practice questions on CD, featuring multiple customizable testing options to meet your specific needs. Choose timed or untimed testing mode, generate random tests, or focuson discrete objectives. You get detailed explanations for right and wrong answers-including pointers back to the book for further study. You also get an exam discount voucher-making this kit an exceptional value and a great career investment.

A Note Regarding the CD or DVD

The practice test materials are available as a download along with your ebook version of the kit, and will be located in your account. Please direct any questions or concerns to booktech@oreilly.com.

1. Chapter 1 Troubleshooting Hardware Failures

   1. Before You Begin

   2. Lesson 1: Using Windows 7 Hardware Troubleshooting Tools

   3. Lesson 2: Troubleshooting Hardware Components

   4. Chapter Review

   5. Chapter Summary

   6. Key Terms

   7. Case Scenarios

   8. Suggested Practices

   9. Take a Practice Test

2. Chapter 2 Networking

   1. Before You Begin

   2. Lesson 1: Troubleshooting Network Connectivity

   3. Lesson 2: Troubleshooting Name Resolution

   4. Lesson 3: Troubleshooting Wireless Networks

   5. Chapter Review

   6. Chapter Summary

   7. Key Terms

   8. Case Scenarios

   9. Suggested Practices

   10. Take a Practice Test

3. Chapter 3 Printers

   1. Before You Begin

   2. Lesson 1: Troubleshooting Network Printers

   3. Chapter Review

   4. Chapter Summary

   5. Key Terms

   6. Case Scenarios

   7. Suggested Practices

   8. Take a Practice Test

4. Chapter 4 Security

   1. Before You Begin

   2. Lesson 1: Authenticating Users

   3. Lesson 2: Configuring and Troubleshooting Internet Explorer Security

   4. Lesson 3: Using Encryption to Control Access to Data

   5. Chapter Review

   6. Chapter Summary

   7. Key Terms

   8. Case Scenarios

   9. Suggested Practices

   10. Take a Practice Test

5. Chapter 5 Protecting Client Systems

   1. Before You Begin

   2. Lesson 1: Resolving Malware Issues

   3. Chapter Review

   4. Chapter Summary

   5. Key Terms

   6. Case Scenario

   7. Suggested Practices

   8. Take a Practice Test

6. Chapter 6 Understanding and Troubleshooting Remote Access Connections

   1. Before You Begin

   2. Lesson 1: Understanding VPN Client Connections

   3. Lesson 2: Understanding DirectAccess Client Connections

   4. Chapter Review

   5. Chapter Summary

   6. Key Terms

   7. Case Scenarios

   8. Suggested Practices

   9. Take a Practice Test

7. Chapter 7 Updates

   1. Before You Begin

   2. Lesson 1: Updating Software

   3. Chapter Review

   4. Chapter Summary

   5. Key Terms

   6. Case Scenarios

   7. Suggested Practices

   8. Take a Practice Test

8. Chapter 8 Performance

   1. Before You Begin

   2. Lesson 1: Forwarding Events

   3. Lesson 2: Troubleshooting Performance Problems

   4. Chapter Review

   5. Chapter Summary

   6. Key Terms

   7. Case Scenarios

   8. Suggested Practices

   9. Take a Practice Test

9. Chapter 9 Troubleshooting Software Issues

   1. Before You Begin

   2. Lesson 1: Understanding and Resolving Installation Failures

   3. Lesson 2: Resolving Software Configuration and Compatibility Issues

   4. Chapter Review

   5. Chapter Summary

   6. Key Terms

   7. Case Scenarios

   8. Suggested Practices

   9. Take a Practice Test

1. Appendix Configuring Windows Firewall

   1. Understanding Windows Firewall

   2. Understanding Network Locations

   3. Understanding Firewall Profiles

   4. Creating Inbound Exceptions

   5. Creating Inbound Exceptions in Group Policy

   6. Troubleshooting Windows Firewall

2. Appendix Managing User Files and Settings

   1. Managing Offline Files

   2. Managing Data for Roaming Users

   3. Key Terms

3. Appendix Configuring Startup and Troubleshooting Startup Issues

   1. What's New with Windows Startup

   2. Understanding the Startup Process

   3. Important Startup Files

   4. How to Configure Startup Settings

   5. The Process of Troubleshooting Startup

4. Appendix Troubleshooting Hardware, Driver, and Disk Issues

   1. Windows 7 Improvements for Hardware and Driver Troubleshooting

   2. The Process of Troubleshooting Hardware Issues

   3. How to Diagnose Hardware Problems

   4. How to Use Built-In Diagnostics

   5. How to Troubleshoot Disk Problems

   6. How to Troubleshoot Driver Problems

   7. How to Use System Restore

   8. How to Troubleshoot USB Problems

   9. How to Troubleshoot Bluetooth Problems

   10. Troubleshooting Tools

5. Appendix Troubleshooting Network Issues

   1. Tools for Troubleshooting

   2. The Process of Troubleshooting Network Problems

6. Appendix Troubleshooting Stop Messages

   1. Stop Message Overview

   2. Memory Dump Files

   3. Being Prepared for Stop Errors

   4. Hardware Malfunction Messages

   5. Stop Message Checklist

7. Appendix Answers

   1. Chapter 1: Lesson Review Answers

   2. Chapter 1: Case Scenario Answers

   3. Chapter 2: Lesson Review Answers

   4. Chapter 2: Case Scenario Answers

   5. Chapter 3: Lesson Review Answers

   6. Chapter 3: Case Scenario Answers

   7. Chapter 4: Lesson Review Answers

   8. Chapter 4: Case Scenario Answers

   9. Chapter 5: Lesson Review Answers

   10. Chapter 5: Case Scenario Answers

   11. Chapter 6: Lesson Review Answers

   12. Chapter 6: Case Scenario Answers

   13. Chapter 7: Lesson Review Answers

   14. Chapter 7: Case Scenario Answers

   15. Chapter 8: Lesson Review Answers

   16. Chapter 8: Case Scenario Answers

   17. Chapter 9: Lesson Review Answers

   18. Chapter 9: Case Scenario Answers

8. Glossary