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Course Overview
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
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. |
