Maintaining and Troubleshooting Windows Vista Computers
Course 5118: Three days; Instructor-Led
Elements of this syllabus are subject to change.
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 organizations client
computers. The course will focus on five main troubleshooting areas: Operating
system, hardware, networking, security, applications.
It will also provide the knowledge and skills necessary to
monitor and maintain Windows Vista client computers.
The audience of 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 combine technical expertise with problem
solving and decision making skills and a deep understanding of their business
and technical environments to quickly resolve support issues. They consider all
variables, justify resolutions with a logical troubleshooting approach, and
relate tradeoffs to business and technical requirements and constraints.
Students will have used Windows XP-SP2 and may have
experience with Windows server operating systems. Their job requires them to
stay knowledgeable and skilled on new versions and updates of technology as
defined by the business environment.
After completing this course, students will be able to:
·
Plan and apply a troubleshooting methodology for
there own 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 organization.
·
Describe how monitoring and optimization tools
in Windows Vista can be used to assist in troubleshooting and keep the computer
performing optimally.
Before attending this course, students must have:
·
Experience supporting previous versions of the
Windows operating system.
·
Familiarity with an I.T. helpdesk ticketing
system.
·
Experience researching online and local
knowledge bases.
·
Experience running commands from a command
window. For example, DOS command prompt.
·
Familiarity with PC hardware and devices. For
example, ability to use Windows device manager and look for unsupported
devices.
·
Basic TCP/IP knowledge. For example, that you
need to have a valid IP address.
·
Basic Windows and Active Directory knowledge.
For example, domain user accounts, domain vs. local user accounts, user
profiles, and group membership.
·
Fundamentals of applications. For example,
client/server applications (how client communicates with the server).
·
Experience reviewing logs. Know that there is a
chronology, sequential order, severity, etc.
In addition, it is recommended, but not required, that
students have completed:
·
5115A: Installing and Configuring the Windows
Vista Operating System
·
5116A: Configuring Windows Vista Applications
and Tools
·
5117A: Configuring Windows Vista Mobile
Computing
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.
This module explains what a troubleshooting methodology is
and its role in an enterprise and how it can be used to improve the support
function within and organization.
·
Overview of a Troubleshooting Methodology
·
Overview of Troubleshooting Stages
·
Troubleshooting Component Areas
·
Obtaining Information Remotely from Windows
Vista
·
Using the System Information Tool Remotely
After completing this module, students will be able to:
·
Describe what a troubleshooting methodology is
and its role in an enterprise.
·
Identify the users of the troubleshooting
methodology.
·
Identify the most important troubleshooting
component areas.
·
Determine issues that directly affect the
troubleshooting process.
This module explains how to identify and troubleshoot
issues that affect the operating systems ability to boot and the services that
it is running.
·
Overview of the Windows Vista Startup Process
·
Troubleshooting the Windows Vista Startup
Process with WinRE
·
Troubleshooting Operating System Services
·
Gathering System Information and Developing a
Plan of Action
·
Implementing a 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.
This module explains how to troubleshoot hardware related
problems and how to use Windows Vista tools to troubleshoot device problems.
·
Overview of Troubleshooting Hardware
·
Dealing with Physical Failures
·
Dealing with Device Driver Failures
·
Troubleshooting Print Devices
·
Troubleshooting BitLocker
Protected Computers
·
Gathering Customer Information and Determine a
Plan of Action
·
Resolve 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 problems related to hardware failures
·
Determine problems that are caused by device
drivers
·
Identify the recovery options for computers
protected by BitLocker.
This module explains how to identify the most likely cause
of network problems in a number of given network scenarios.
·
Determining Network Settings
·
How to Troubleshoot Network Connections
·
Gathering Customer Information
·
Gathering Relevant Computer Information
·
Resolving the Problem
After completing this module, students will be able to:
·
Obtain information to help in the network
troubleshooting process.
·
Explain how to use Network Diagnostics Framework
to troubleshoot network problems.
·
Identify the solutions to common network
problems.
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.
·
Overview of User Account Control
·
Troubleshooting User Account Control
·
Troubleshooting Windows Firewall
·
Troubleshooting Windows Defender
·
Gathering Customer and System Information and
Develop a Plan of Action
·
Implementing a Plan of Action
·
Additional Security Checks
After completing this module, students will be able to:
·
Explain the UAC architecture.
·
Apply best practices for working with UAC.
·
Troubleshoot UAC related problems.
·
Troubleshoot Windows Firewall related issues.
·
Configure Windows Firewall via group policy.
·
Troubleshoot Windows Defender related issues.
·
Configure Windows Defender by using group
policy.
After completing this module, students will be able to
troubleshoot issues that are caused by applications that are causing problems
running on Windows Vista.
·
Overview of Application Troubleshooting
·
Web Application Troubleshooting
·
Analyzing Collected Information and Identifying
Probable Causes
·
Implementing a Plan of Action
·
Troubleshooting Word 2003
After completing this module, students will be able to:
·
Troubleshoot Windows application problems.
·
Troubleshooting Web application problems.
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.
·
Maintaining Windows Vista
·
Optimizing Windows Vistas Performance
·
Monitoring Windows Vista
·
Analyzing Collected Information and Identifying
Probable Causes
·
Implementing a Plan of Action
·
View and Interpret Logs 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.