3 Day Course
Introduction
This three-day instructor-led course provides students with the knowledge
and skills to successfully maintain and troubleshoot Windows Vista computers.
It will provide them with the knowledge and skills necessary to identify
technical problems that can occur in an organization's client computers. The
course will focus on five main troubleshooting areas: operating system,
hardware, networking, security, and applications.
It will also provide the knowledge and skills necessary to monitor and
maintain Windows Vista client computers.
Audience Profile
The audience for this course is experienced enterprise-level IT
Professionals who focus on a broad range of desktop operating system, desktop
application, mobile device, networking, and hardware support issues. As working
professionals, students must quickly resolve support issues by combining
technical expertise with problem solving and decision making skills and a deep
understanding of their business and technical environments. They must consider
all variables, justify resolutions with a logical troubleshooting approach, and
relate tradeoffs to business and technical requirements and constraints.
Students will have used Microsoft Windows XP-SP2 and may have experience
with Windows server operating systems. Their jobs require them to stay
knowledgeable and skilled about new versions and updates of technology in the
business environment.
At Course Completion
After completing this course, students will be able to:
•
Plan and apply a troubleshooting methodology for
an organization.
•
Describe how the Windows Vista platform helps
address troubleshooting requirements for important technical areas.
•
Identify the most appropriate method to
troubleshoot Windows Vista computers.
•
Identify Windows Vista tools that can be used to
help in the troubleshooting process.
•
Identify important maintenance tools that will
be used as part of IT operations for their organizations.
•
Describe how monitoring and optimization tools
in Windows Vista can be used to assist in troubleshooting and keeping computers
performing optimally.
Prerequisites
Before attending this course,
students must have:
- Experience supporting previous versions of the Windows operating
system.
- Familiarity with an IT helpdesk ticketing system.
- Experience researching online and local knowledge bases.
- Experience running commands from a command window, such as the DOS
command prompt.
- Familiarity with computer hardware and devices, such as the ability
to use Windows device manager and look for unsupported devices.
- Basic TCP/IP knowledge, such as knowing why you need to have a valid
IP address.
- Basic Windows and Active Directory knowledge, such as knowledge
about domain user accounts, domain vs. local user accounts, user profiles,
and group membership.
- Fundamentals of applications, such as how a client communicates with
the server in client/server applications.
- Experience reviewing logs, such as understanding chronology,
sequential order, severity, etc.
In addition, it is recommended,
but not required, that students have completed the following courses:
- 5115A: Installing and Configuring the Windows Vista Operating System
- 5116A: Configuring Windows Vista Mobile Computing and Applications
Important: This learning product
will be most useful to people who intend to use their new skills and knowledge
on the job immediately after training
Course Outline
Module 1: A Troubleshooting Methodology
This module explains what a
troubleshooting methodology is, its role in an enterprise, and how it can be
used to improve the support function within an organization.
Lessons
- Overview of a Troubleshooting Methodology
- Overview of Troubleshooting Stages
- Troubleshooting Component Areas
Lab : Preparing for Remote Troubleshooting
- Obtaining Information Remotely from Windows Vista
- Using the System Information Tool Remotely
After completing this module,
students will be able to:
- Identify the users of the troubleshooting methodology.
- Identify the most important troubleshooting component areas.
- Determine which issues directly affect the troubleshooting process.
Module 2: Troubleshooting Operating Systems
This module explains how to
identify and troubleshoot issues that affect the operating system's ability to
boot and the services that it is running.
Lessons
- Overview of the Windows Vista Startup Process
- Troubleshooting the Windows Vista Startup Process with Windows RE
- Troubleshooting Operating System Services
Lab : Troubleshooting the Operating System
- Gathering System Information and Developing a Plan of Action
- Implementing the Proposed Plan of Action
- Clean-Booting Windows Vista
After completing this module,
students will be able to:
- Identify the available recovery options in Windows Vista.
- Determine the capabilities of each recovery option.
- Troubleshoot operating system services.
Module 3: Troubleshooting Hardware
This module explains how to
troubleshoot hardware-related problems and how to use Windows Vista tools to
troubleshoot device problems.
Lessons
- Overview of Troubleshooting Hardware
- Dealing with Physical Failures
- Dealing with Device Driver Failures
- Troubleshooting Printing in Windows
Vista
- Troubleshooting Microsoft BitLocker
Protected Computers
Lab : Troubleshooting Hardware
- Gathering Customer Information and Developing a Plan of Action
- Resolving Printing Problems
- Checking for Signed Device Drivers
After completing this module,
students will be able to:
- Identify basic types of hardware-related troubleshooting problems.
- Determine which problems are related to hardware failures.
- Determine which problems are caused by device drivers.
- Identify recovery options for computers that are protected by
BitLocker.
Module 4: Troubleshooting Networks
This module explains how to
identify the most likely cause of network problems in a number of given network
scenarios.
Lessons
- Determining Network Settings
- Troubleshooting Network Connections
Lab : Troubleshooting Networks
- Gathering Customer Information
- Gathering Relevant Computer Information
- Resolving the Problem
After completing this module,
students will be able to:
- Obtain information to help in network troubleshooting.
- Explain how you can use the Network
Diagnostics Framework to troubleshoot network problems.
- Identify solutions to common network
problems.
Module 5: Troubleshooting Security Issues
After completing this module,
students will be able to troubleshoot issues that are caused by
security-related configurations, such as User Account Control (UAC) and Windows
Firewall.
Lessons
- Overview of User Account Control
- Troubleshooting User Account Control
- Implementing Windows Firewall
- Implementing Windows Defender
Lab : Troubleshooting Security Related Issues
- Gathering Customer and System
Information and Developing a Plan of Action
- Implementing a Plan of Action
- Additional Security Checks
After completing this module,
students will be able to:
- Explain the User Account Control
architecture.
- Apply best practices for working with
User Account Control.
- Troubleshoot User Account
Control-related problems.
- Troubleshoot issues related to Windows
Firewall.
- Configure Windows Firewall by using
Group Policy.
- Troubleshoot issues related to Windows
Defender.
- Configure Windows Defender.
Module 6: Troubleshooting Applications
After completing this module,
students will be able to troubleshoot problems that are caused by some
applications which are not compatible with Windows Vista.
Lessons
- Windows Application Troubleshooting
- Web Application Troubleshooting
Lab : Troubleshooting Applications
- Analyzing Collected Information and
Identifying Probable Causes of a Web Application Problem
- Implementing a Plan of Action
After completing this module,
students will be able to:
- Troubleshoot Windows application
problems.
- Troubleshooting Web application
problems.
Module 7: Maintaining and Optimizing Windows Vista
After completing this module,
students will be able to identify tools that can be used to maintain a healthy
operating system and optimize its performance.
Lessons
- Maintaining Windows Vista
- Optimizing Windows Vista Performance
- Monitoring Windows Vista
Lab : Maintaining and Optimizing Windows Vista
- Analyzing Collected Information and Identifying Probable Causes of a
Computer Performance Problem
- Implementing a Plan of Action
- View and Interpret Reports in Performance Monitor
After completing this module,
students will be able to:
- Identify Windows Vista maintenance tasks.
- Identify Windows Vista optimization tools.
- Explain the Windows Vista monitoring process
