Course Length:

3 Days

Course Description:

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.

Who Should Attend:

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.

Benefits of Attendance:

Upon completion of 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, and 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: Installing and Configuring the Windows Vista Operating System and Configuring Windows Vista Mobile Computing and Applications.

Course Outline:

• A Troubleshooting Methodology
  1. Overview of a Troubleshooting Methodology
  2. Overview of Troubleshooting Stages
  3. Troubleshooting Component Areas
  4. Lab: Preparing for Remote Troubleshooting
  5. Obtaining Information Remotely from Windows Vista
  6. Using the System Information Tool Remotely
• Troubleshooting Operating Systems
  1. Overview of the Windows Vista Startup Process
  2. Troubleshooting the Windows Vista Startup Process with Windows RE
  3. Troubleshooting Operating System Services
  4. Lab: Troubleshooting the Operating System
  5. Gathering System Information and Developing a Plan of Action
  6. Implementing the Proposed Plan of Action
  7. Clean-Booting Windows Vista
• Troubleshooting Hardware
  1. Overview of Troubleshooting Hardware
  2. Dealing with Physical Failures
  3. Dealing with Device Driver Failures
  4. Troubleshooting Printing in Windows Vista
  5. Troubleshooting Microsoft BitLocker Protected Computers
  6. Lab : Troubleshooting Hardware
  7. Gathering Customer Information and Developing a Plan of Action
  8. Resolving Printing Problems
  9. Checking for Signed Device Drivers
• Troubleshooting Networks
  1. Determining Network Settings
  2. Troubleshooting Network Connections
  3. Lab : Troubleshooting Networks
  4. Gathering Customer Information
  5. Gathering Relevant Computer Information
  6. Resolving the Problem
• Troubleshooting Security Issues
  1. Overview of User Account Control
  2. Troubleshooting User Account Control
  3. Implementing Windows Firewall
  4. Implementing Windows Defender
  5. Lab : Troubleshooting Security Related Issues
  6. Gathering Customer and System Information and Developing a Plan of Action
  7. Implementing a Plan of Action
  8. Additional Security Checks
• Troubleshooting Applications
  1. Windows Application Troubleshooting
  2. Web Application Troubleshooting
  3. Lab : Troubleshooting Applications
  4. Analyzing Collected Information and Identifying Probable Causes of a Web Application Problem
  5. Implementing a Plan of Action
• Maintaining and Optimizing Windows Vista
  1. Maintaining Windows Vista
  2. Optimizing Windows Vista Performance
  3. Monitoring Windows Vista
  4. Lab : Maintaining and Optimizing Windows Vista
  5. Analyzing Collected Information and Identifying Probable Causes of a Computer Performance Problem
  6. Implementing a Plan of Action
  7. View and Interpret Reports in Performance Monitor