Exam Code: 220-902
Exam Name: CompTIA A+ Certification Exam (902) (220-902 Deutsch Version)
Certification Provider: CompTIA
Corresponding Certification: A+

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CompTIA 220-902 Exam Syllabus Topics:

Topic	Details
Windows Operating Systems 29%
Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1)	1.Features: 32-bit vs. 64-bit Aero, gadgets, user account control,BitLocker, shadow copy, system restore, ready boost, sidebar, compatibility mode, virtual XP mode, easy transfer, administrative tools, defender, Windows firewall, security center, event viewer, file structure and paths, category view vs. classic view Side-by-side apps, Metro UI, Pinning, One Drive, Windows store, multimonitor task bars, charms, Start Screen, PowerShell, Live sign in, Action Center 2. Upgrade paths – differences between in place upgrades, compatibility tools, Windows upgrade OS advisor
Given a scenario, install Windows PC operating systems using appropriate methods.	1.Boot methods USB CD-ROM DVD PXE Solid state/flash drives Netboot External/hot swappable drive Internal hard drive (partition) 2.Type of installations Unattended installation Upgrade Clean install Repair installation Multiboot Remote network installation Image deployment Recovery partition Refresh/restore 3.Partitioning Dynamic Basic Primary Extended Logical GPT 4.File system types/formatting exFAT FAT32 NTFS CDFS NFS ext3, ext4 Quick format vs. full format 5. Load alternate third-party drivers when necessary 6.Workgroup vs. domain setup 7. Time/date/region/language settings 8. Driver installation, software and Windows updates 9.Factory recovery partition 10. Properly formatted boot drive with the correct partitions/format
Given a scenario, apply appropriate Microsoft command line tools.	1.TASKKILL 2. BOOTREC 3. SHUTDOWN 4.TASKLIST 5. MD 6. RD 7. CD 8. DEL 9. FORMAT 10.COPY 11.XCOPY 12.ROBOCOPY 13.DISKPART 14.SFC 15.CHKDSK 16.GPUPDATE 17.GPRESULT 18. DIR 19.EXIT 20.HELP 21.EXPAND 22. [command name] /? 23. Commands available with standard privileges vs. administrative privileges
Given a scenario, use appropriate Microsoft operating system features and tools.	1.Administrative Computer management Device manager Local users and groups Local security policy Performance monitor Services System configuration Task scheduler Component services Data sources Print management Windows memory diagnostics Windows firewall Advanced security 2.MSCONFIG General Boot Services Startup Tools 3.Task Manager Applications Processes Performance Networking Users 4.Disk management Drive status Mounting Initializing Extending partitions Splitting partitions Shrink partitions Assigning/changing drive letters Adding drives Adding arrays Storage spaces 5.Other User State Migration tool (USMT) Windows Easy Transfer Windows Upgrade Advisor 6.System utilities REGEDIT COMMAND SERVICES.MSC MMC MSTSC NOTEPAD EXPLORER MSINFO32 DXDIAG DEFRAG System restore Windows Update
Given a scenario, use Windows Control Panel utilities.	1.Internet options Connections Security General Privacy Programs Advanced 2.Display/display settings Resolution Color depth Refresh rate 3.User accounts 4.Folder options View hidden files Hide extensions General options View options 5.System Performance (virtual memory) Remote settings System protection 6.Windows firewall 7.Power options Hibernate Power plans Sleep/suspend Standby 8.Programs and features 9.HomeGroup 10.Devices and printers 11.Sound 12.Troubleshooting 13. Network and Sharing Center 14.Device Manager
Given a scenario, install and configure Windows networking on a client/desktop.	1.HomeGroup vs. WorkGroup 2.Domain setup 3. Network shares/administrative shares/mapping drives 4. Printer sharing vs. network printer mapping 5.Establish networking connections VPN Dial-ups Wireless Wired WWAN (Cellular) 6.Proxy settings 7.Remote Desktop Connection 8.Remote Assistance 9.Home vs. work vs. public network settings 10.Firewall settings Exceptions Configuration Enabling/disabling Windows firewall 11. Configuring an alternative IP address in Windows IP addressing Subnet mask DNS Gateway 12.Network card properties Half duplex/full duplex/auto Speed Wake-on-LAN QoS BIOS (on-board NIC)
Perform common preventive maintenance procedures using the appropriate Windows OS tools.	1.Best practices Scheduled backups Scheduled disk maintenance Windows updates Patch management Driver/firmware updates Antivirus/Anti-malware updates 2.Tools Backup System restore Recovery image Disk maintenance utilities
Other Operating Systems and Technologies 12%
Identify common features and functionality of the Mac OS and Linux operating systems.	1.Best practices Scheduled backups Scheduled disk maintenance System updates/App Store Patch management Driver/firmware updates Antivirus/anti-malware updates 2. Tools Backup/Time Machine Restore/snapshot Image recovery Disk maintenance utilities Shell/Terminal Screen sharing Force Quit 3. Features Multiple desktops/Mission Control Key Chain Spot Light iCloud Gestures Finder Remote Disc Dock Boot Camp 4.Basic Linux commands ls grep cd shutdown pwd vs. passwd mv cp rm chmod chown iwconfig/ifconfig ps su/sudo apt-get vi dd
Given a scenario, set up and use client-side virtualization.	1.Purpose of virtual machines 2.Resource requirements 3.Emulator requirements 4.Security requirements 5.Network requirements 6.Hypervisor
Identify basic cloud concepts.	1.SaaS 2.IaaS 3.PaaS 4.Public vs. Private vs. Hybrid vs. Community 5.Rapid Elasticity 6.On-demand 7.Resource pooling 8.Measured service
Summarize the properties and purpose of services provided by networked hosts.	1. Server roles Web server File server Print server DHCP server DNS server Proxy server Mail server Authentication server 2.Internet appliance UTM IDS IPS 3. Legacy/embedded systems
Identify basic features of mobile operating systems.	1.Android vs. iOS vs. Windows Open source vs. closed source/vendor specific App source (Google Play Store, App Store, and Store) Screen orientation (accelerometer/gyroscope) Screen calibration GPS and geotracking WiFi calling Launcher/GUI Virtual assistant SDK/APK Emergency notification Mobile payment service
Install and configure basic mobile device network connectivity and email.	1. Wireless/cellular data network (enable/disable) Hotspot Tethering Airplane mode 2.Bluetooth Enable Bluetooth Enable pairing Find device for pairing Enter appropriate pin code Test connectivity 3.Corporate and ISP email configuration POP3 IMAP Port and SSL settings Exchange, S/MIME 4. Integrated commercial provider email configuration Google/Inbox Yahoo Outlook.com iCloud 5. PRI updates/PRL updates/ Baseband updates 6.Radio firmware 7. IMEI vs. IMSI 8.VPN
Summarize methods and data related to mobile device synchronization.	1.Types of data to synchronize Contacts Programs Email Pictures Music Videos Calendar Bookmark Documents Location data Social media data eBooks 2.Synchronization methods Synchronize to the Cloud Synchronize to the Desktop 3. Mutual authentication for multiple services (SSO) 4. Software requirements to install the application on the PC 5. Connection types to enable synchronization
Security 22%
Identify common security threats and vulnerabilities.	1.Malware Spyware Viruses Worms Trojans Rootkits Ransomware 2.Phishing 3.Spear phishing 4.Spoofing 5. Social engineering 6. Shoulder surfing 7. Zero-day attack 8.Zombie/botnet 9. Brute forcing 10. Dictionary attacks 11. Non-compliant systems 12. Violations of security best practices 13. Tailgating 14.Man-in-the-middle
Compare and contrast common prevention methods.	1.Physical security Lock doors Mantrap Cable locks Securing physical documents/ passwords/shredding Biometrics ID badges Key fobs RFID badge Smart card Tokens Privacy filters Entry control roster 2.Digital security Antivirus/Anti-malware Firewalls User authentication/strong passwords Multifactor authentication Directory permissions VPN DLP Disabling ports Access control lists Smart card Email filtering Trusted/untrusted software sources 3.User education/AUP 4.Principle of least privilege
Compare and contrast differences of basic Windows OS security settings.	1.User and groups Administrator Power user Guest Standard user 2.NTFS vs. Share permissions Allow vs. deny Moving vs. copying folders and files File attributes 3.Shared files and folders Administrative shares vs. local shares Permission propagation Inheritance 4.System files and folders 5.User authentication Single sign-on 6.Run as administrator vs. standard user 7.BitLocker 8.BitLocker-To-Go 9.EFS
Given a scenario, deploy and enforce security best practices to secure a workstation.	1.Password best practices Setting strong passwords Password expiration Changing default usernames/passwords Screensaver required password BIOS/UEFI passwords Requiring passwords 2.Account management Restricting user permissions Login time restrictions Disabling guest account Failed attempts lockout Timeout/screen lock 3.Disable autorun 4.Data encryption 5.Patch/update management
Compare and contrast various methods for securing mobile devices.	1.Screen locks Fingerprint lock Face lock Swipe lock Passcode lock 2. Remote wipes 3.Locator applications 4.Remote backup applications 5.Failed login attempt restrictions 6.Antivirus/anti-malware 7.Patching/OS updates 8.Biometric authentication 9. Full device encryption 10.Multifactor authentication 11.Authenticator applications 12.Trusted sources vs. untrusted sources 13.Firewalls 14.Policies and procedures BYOD vs. corporate owned Profile security requirements
Given a scenario, use appropriate data destruction and disposal methods.	1.Physical destruction Shredder Drill/hammer Electromagnetic (Degaussing) Incineration Certificate of destruction 2.Recycling or repurposing best practices Low level format vs. standard format Overwrite Drive wipe
Given a scenario, secure SOHO wireless and wired networks.	1.Wireless specific Changing default SSID Setting encryption Disabling SSID broadcast Antenna and access point placement Radio power levels WPS 2.Change default usernames and passwords 3.Enable MAC filtering 4.Assign static IP addresses 5. Firewall settings 6.Port forwarding/mapping 7.Disabling ports 8.Content filtering/parental controls 9.Update firmware 10.Physical security
Software Troubleshooting 24%
Given a scenario, troubleshoot PC operating system problems with appropriate tools.	1.Common symptoms Proprietary crash screens (BSOD/pinwheel) Failure to boot Improper shutdown Spontaneous shutdown/restart Device fails to start/detected Missing DLL message Services fails to start Compatibility error Slow system performance Boots to safe mode File fails to open Missing NTLDR Missing boot configuration data Missing operating system Missing graphical interface Missing GRUB/LILO Kernel panic Graphical Interface fails to load Multiple monitor misalignment/orientation 2. Tools BIOS/UEFI SFC Logs System Recovery Options Repair disks Pre-installation environments MSCONFIG DEFRAG REGSRV32 REGEDIT Event viewer Safe mode Command prompt Uninstall/reinstall/repair
Given a scenario, troubleshoot common PC security issues with appropriate tools and best practices.	1.Common symptoms Pop-ups Browser redirection Security alerts Slow performance Internet connectivity issues PC/OS lock up Application crash OS updates failures Rogue antivirus Spam Renamed system files Files disappearing File permission changes Hijacked email Responses from users regarding email Automated replies from unknown sent email Access denied Invalid certificate (trusted root CA) 2. Tools Antivirus software Anti-malware software Recovery console Terminal System restore/Snapshot Pre-installation environments Event viewer Refresh/restore MSCONFIG/Safe boot 3. Best practice procedure for malware removal Identify malware symptoms Quarantine infected system Disable system restore (in Windows) Remediate infected systems Update anti-malware software Scan and removal techniques (safe mode, pre-installation environment) Schedule scans and run updates Enable system restore and create restore point (in Windows) Educate end user
Given a scenario, troubleshoot common mobile OS and application issues with appropriate tools.	1.Common symptoms Dim display Intermittent wireless No wireless connectivity No Bluetooth connectivity Cannot broadcast to external monitor Touchscreen non-responsive Apps not loading Slow performance Unable to decrypt email Extremely short battery life Overheating Frozen system No sound from speakers Inaccurate touch screen response System lockout 2.Tools Hard reset Soft reset Close running applications Reset to factory default Adjust configurations/settings Uninstall/reinstall apps Force stop
Given a scenario, troubleshoot common mobile OS and application security issues with appropriate tools.	1.Common symptoms Signal drop/weak signal Power drain Slow data speeds Unintended WiFi connection Unintended Bluetooth pairing Leaked personal files/data Data transmission overlimit Unauthorized account access Unauthorized root access Unauthorized location tracking Unauthorized camera/ microphone activation High resource utilization 2.Tools Anti-malware App scanner Factory reset/clean install Uninstall/reinstall apps WiFi analyzer Force stop Cell tower analyzer Backup/restore iTunes/iCloud/Apple Configurator Google Sync One Drive
Operational Procedures 13%
Given a scenario, use appropriate safety procedures.	1.Equipment grounding 2.Proper component handling and storage Antistatic bags ESD straps ESD mats Self-grounding 3.Toxic waste handling Batteries Toner CRT 4. Personal safety Disconnect power before repairing PC Remove jewelry Lifting techniques Weight limitations Electrical fire safety Cable management Safety goggles Air filter mask 5. Compliance with local government regulations
Given a scenario with potential environmental impacts, apply the appropriate controls.	1. MSDS documentation for handling and disposal 2. Temperature, humidity level awareness and proper ventilation 3.Power surges, brownouts, blackouts Battery backup Surge suppressor 4.Protection from airborne particles Enclosures Air filters/mask 5.Dust and debris Compressed air Vacuums 6. Compliance to local government regulations
Summarize the process of addressing prohibited content/ activity, and explain privacy, licensing and policy concepts.	1.Incident Response First response Identify Report through proper channels Data/device preservation Use of documentation/ documentation changes Chain of custody Tracking of evidence/ documenting process 2.Licensing/DRM/EULA Open source vs. commercial license Personal license vs. enterprise licenses 3.Personally Identifiable Information 4. Follow corporate end-user policies and security best practices
Demonstrate proper communication techniques and professionalism.	1. Use proper language – avoid jargon, acronyms and slang when applicable 2. Maintain a positive attitude/ project confidence 3. Actively listen (taking notes) and avoid interrupting the customer 4.Be culturally sensitive Use appropriate professionaltitles, when applicable 5.Be on time (if late contact the customer) 6.Avoid distractions Personal calls Texting/social media sites Talking to co-workers while interacting with customers Personal interruptions 7.Dealing with difficult customer or situation Do not argue with customers and/or be defensive Avoid dismissing customer problems Avoid being judgmental Clarify customer statements (ask open-ended questions to narrow the scope of the problem, restate the issue or question to verify understanding) Do not disclose experiences via social media outlets 8. Set and meet expectations/timeline and communicate status with the customer Offer different repair/replacement options if applicable Provide proper documentatio on the services provided Follow up with customer/user at a later date to verify satisfaction 9. Deal appropriately with customers confidential and private materials Located on a computer,desktop, printer, etc
Given a scenario, explain the troubleshooting theory	1. Always consider corporate policies, procedures and impacts before implementing changes. Identify the problem Question the user and identify user changes to computer and perform backups before making changes Establish a theory of probable cause (question the obvious) If necessary, conduct external or internal research based on symptoms Test the theory to determine cause Once theory is confirmed, determine next steps to resolve problem If theory is not confirmed, re-establish new theory or escalate Establish a plan of action to resolve the problem and implement the solution Verify full system functionality and if applicable implement preventive measures Document findings, actions and outcomes

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