Supporting Windows NT and 2000 Workstation and Server

James Mohr is currently responsible for supporting over 1,000 Windows users worldwide. He is author of several books, including UNIX Web Server Administrator's Interactive Workbook and Linux User's Resource (Prentice Hall PTR).

1. Windows NT Basics. Introduction to Operating Systems. What is an Operating System? Processes. File Access. Windows NT Internals. Environment Subsystems. NT Executive. Memory Management. The Kernel's Dispatcher and Process Scheduling. Input/Output. File Systems. The File Allocation Table (FAT) File System. NTFS. The System Registry. Starting Windows. 2. Network Basics. Network Services. IP Addressing. Subnet Masks. Routing. Finding Other Machines. Windows Network Protocols. Browser Service. Windows NT Domains. Network Hardware. 3. The Computer Itself. Basic Input/Output Services and the System Bus. The Expansion Bus. Industry Standard Architecture (ISA). Micro-Channel Architecture (MCA). Extended Industry Standard Architecture (EISA). Peripheral Component Interconnect (PCI). Universal Serial Bus (USB). Accelerated Graphics Port (AGP). The Small Computer Systems Interface (SCSI). Termination. Memory. RAM. Cache Memory. Parity. The Central Processing Unit. Intel Processors. Recent Advances. AMD Processors. Alpha Processors. Motherboards. Sockets. Computer Cases. RAID. 4. Peripherals. Hard Disks. Tape Drives and Tape Loaders. Tape Loaders. Video Cards and Monitors. Printers. 5. Hardware Configuration and Management. Standard Installation. Network Standardization. Standard Naming. Installation. Installation Instructions. Laptops. Fresh Install Versus Updates. The Server. Backup Server. Clusters. Documenting Servers. The Right Hardware. Purchase. Repair. Hardware Diagnostic Tools. Micro. TuffTEST. Other Goodies. The PC Technology Guide. LearnKey. 6. Security. Real Threats. Dictionary Attack. Trojan Horses. Windows NT Security Basics. Windows Objects. Access Control Lists. Controlling Access. What You Can Do about the Danger. Security Policy. Security and Risks Analysis. Physical Security. User Accounts and Passwords. Monitoring Accounts. Choose Good Passwords. The Administrator Account. Setting Proper File Permission. Protecting the Network. Backups. System Auditing. Changing Users' Attitudes. Keep Your Eyes Open. Hack Your System. The Official Word. The Rainbow Series. The Common Criteria. Security and the Law. Software. L0phtcrack. Legato Networker. 7. User and Group Management. Windows NT Users and Groups. Creating Users and Groups. User Profiles and Logon Scripts. Account Policies. Creating Groups. Permissions. 8. System Management. Organization. Organize Functional Areas. Organize Teams. Organize Your Network. Standard Operating Procedures. Software Management. Classifying Software. Inventory. Upgrades. Prepackaged Licenses. Software Monitoring. Software Distribution. Virus Protection. Management Tools. System Management Software. Norton Crash Guard. Norton AntiVirus. Norton Utilities. Norton CleanSweep. WRQ Express Meter. WRQ Express. Executive Software's Diskeeper. PowerDesk. Fix-It. What'sUp Gold. Mind Manager. 9. Applications. Finding the Right Applications. Software Licensing. Vendor Programs. Finance Programs. Vendor Services. The Y2K Problem. Office Suites. Corel WordPerfect Suite. StarOffice. 10. Documentation. Categorize Your Documents. Document Standards. Naming Your Documents. Document Formats. Terminology Standards. Templates. Choosing What to Document. Documentation Content. Know Your Audience. Organize. Make the Information Accessible. Make the Information Understandable. Be Correct. Documentation Management. Graphics. SGML. Why SGML? What Is SGML? Converting Existing Documentation. Optical Character Recognition. Desktop Publishing Software. Adobe PageMaker. Adobe FrameMaker. Corel VENTURA Publishing. Graphics Software. CorelDRAW. Adobe Illustrator. Adobe Premiere. ThumbsPlus. Visio. Scanners and Scanner Software. OmniPage Pro. PageKeeper. OmniForms. OmniPage Web. 11. Communication. Communications Tools. Communication Standards. Messaging Standards. Calendar Standards. Communication Software. Netscape Calendar Server. Netscape Collabra Server. Netscape Messaging Server. Netscape Directory Server. Norton Mobile Essentials. Norton pcAnywhere. Dragon NaturallySpeaking. 12. Shared Resources. Organizing Your Data. Sharing Directories. Format Standards. Classify Information. Sharing Other Resources. CD-ROMs. Documents. 13. Intranet. Why an Intranet? Access to Information. Intranet as Groupware. Intranet Basics. Where to Start. Forming Your Team. Webmaster. Developing Your Intranet. Establish Ownership. Standards. Push Versus Pull. Security. Creating Your Pages. Web Development Tools. Adobe PageMill. HomeSite. ColdFusion. NetObjects Fusion. NetObjects ScriptBuilder. NetObjects Authoring Server Suite. Graphics Tools. Adobe Photoshop. Adobe PhotoDeluxe. Intranet Servers. Apache. Netscape Servers. Netscape FastTrack Server. Netscape Enterprise Server. Netscape SuiteSpot. 14. Supporting Users. Solving Problems. Expecting Problems. Troubleshooting. Branch Offices. Documentation. User Management. External Help. Outsourcing. External Support Contracts. Calling Support. Consultants. User Training. LearnKey. KeyStone Learning Systems. ViaGrafix. Transcender. Storing Your Knowledge. Knowledge Base. Information Collection. 15. The Help Desk. Justifying The Help Desk. Satisfying Needs. Defining the Objectives. Benefits from the Help Desk. Difference to Paid Support. Business Case. Costs/Benefits Analysis. Building a Proposal. Defining Your Service. The Service Level Agreement (SLA). Support Handbook. Written Procedures. Planning. Designing the Help Desk. Response Time and Resolution Time. Help Desk Models. Choosing the Right Model. Advantages of the Different Models. Dispatch or Resolve. Organization. Separation between IS and the Help Desk. Organizing Skills. Customer- or Product-Based Groups. Specialist or Generalist? Centralized or Decentralized? Defining Responsibilities. Unofficial Support. The Flow of the Help Desk. Setting Priorities. Assigning Calls. Multiple Support Tiers. Closing the Call. Call Management. Call Tracking. Escalation. Documenting the Call. Communicating with Users. Staffing. Staffing Needs. Work Hours. Work Schedule. Administrator of the Day. Training Your Support Staff. Call Resolution-Solving the Problem. Determining the Problem. Solving the Problem. Customer Self-Help. Evaluating the Help Desk. Measuring the Help Desk. Measuring Performance. 16. Help Desk Software. Finding the Right Product. Help Desk Software Requirements. Configurability. Database. Knowledge Base. Hardware/Software Inventory. Integration with Other Tools. Call Management. Managing the Help Desk Staff. Effective User Interface. Communication Tools. Managing External Support. Monitoring and Evaluating. The Vendor. Troubleshooting Lab. Help Desk Products. Knowledge Bases. Magic Total Service Desk.