Training and Certification

Mac OS X Support Essentials v10.4 (Tiger 101)

Course Description

Mac OS X Support Essentials is a three-day, hands-on course that provides an intensive and in-depth exploration of troubleshooting on Mac OS X. This course is designed to give you a tour of the breadth of functionality of Mac OS X and the best methods for effectively supporting users of Mac OS X systems. The course is a combination of lectures and hands-on case study exercises that provide practical real-world experience.

Who should attend?

This class is for help desk specialists, technical coordinators, service technicians, and others who support Mac OS X customers. This audience could include technical support personnel in businesses that use Mac OS X systems for general productivity or creative design, service technicians who support Mac OS X customers, and technical coordinators or power users who manage networks of Mac OS X systems for their organization—such as teachers and technology specialists who manage classroom networks or computer labs.

Prerequisites

Students should have the following prerequisite knowledge prior to attending this course:

• Basic Mac OS X knowledge
• Basic troubleshooting experience

Recommended Next Steps

Demonstrate your knowledge by taking the Mac OS X Support Essentials v10.4 exam (9L0-401).

The exam covers a practical knowledge of the features of Mac OS X v10.4 and the basics of managing Mac OS X client systems running Mac OS X v10.4. For specific exam objectives, see the Skills Assessment Guide for the Mac OS X Support Essentials v10.4 exam. To familiarize yourself with the type of questions asked in the exam, see the Sample Test. The Apple Certified Help Desk Specialist (ACHDS) v10.4 certification is granted on successful completion of this exam.

To register for the exam, call Prometric toll-free at 888-APL-EXAM (888-275-3926) or register online at www.prometric.com/apple. You are required to have an Apple Tech ID number before registering for any Apple exam. You can apply for a Tech ID by following the instructions at certifications.apple.com.

Course Outline

Topic	Description
Chapter 1 Introduction	Overview of topics covered in the course, and a summary of the certification program.
Chapter 2 Installation	Mac OS X installation process and common user issues and troubleshooting techniques regarding installation.
Chapter 3 User Accounts	Creating user accounts for multiple users on Mac OS X and troubleshooting common account problems.
Chapter 4 File Systems	The Mac OS X file system, including formatting of disk drives, the file system layout, and how files are managed on Mac OS X.
Chapter 5 Permissions	The user and group permissions model as applied in Mac OS X.
Chapter 6 Application Environments	The differences among native, BSD, Java, and Classic applications running on Mac OS X.
Chapter 7 Command-Line Interface	Using the Terminal application to run BSD commands to accomplish simple administration tasks.
Chapter 8 Network Configuration and Troubleshooting	Configuring Mac OS X workstations for networking, as well as troubleshoot common networking issues.
Chapter 9 Accessing Network Services	Using Mac OS X to access network services, including file, mail, and web servers, as well as basic directory services. Understanding common issues when accessing networking services.
Chapter 10 Providing Network Services	Using Mac OS X to provide network services. Sharing files using AFP, SMB, FTP, and HTTP. Securing services using the Mac OS X firewall.
Chapter 11 Peripherals	How peripherals are supported in Mac OS X, with an emphasis on USB, FireWire, and Bluetooth buses.
Chapter 12 Printing	Configuring and troubleshooting printing on Mac OS X.
Chapter 13 Startup Sequence	Troubleshooting the different stages of the Mac OS X startup sequence.
Chapter 14 Troubleshooting	Using the troubleshooting flowchart and the various resources and practices to troubleshoot workstation problems. Using the skills learned in the course to troubleshoot specific equipment requirements on a computer "broken" by the instructor.