| Before attending this course, students must have:
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Experience supporting previous versions of the Windows operating system.
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Familiarity with an I.T. helpdesk ticketing system.
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Experience researching online and local knowledge bases.
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Experience running commands from a command window. For example, DOS command prompt.
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Familiarity with PC hardware and devices. For example, ability to use Windows device manager and look for unsupported devices.
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Basic TCP/IP knowledge. For example, that you need to have a valid IP address.
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Basic Windows and Active Directory knowledge. For example, domain user accounts, domain vs. local user accounts, user profiles, and group membership.
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Fundamentals of applications. For example, client/server applications (how client communicates with the server).
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Experience reviewing logs. Know that there is a chronology, sequential order, severity, etc.
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| In addition, it is recommended, but not required, that students have completed:
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5115A: Installing and Configuring the Windows Vista Operating System
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5116A: Configuring Windows Vista Applications and Tools
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5117A: Configuring Windows Vista Mobile Computing |
| This three-day instructor-led course provides students with the knowledge and skills to successfully maintain and troubleshoot Windows Vista computers.
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| 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.
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| It will also provide the knowledge and skills necessary to monitor and maintain Windows Vista client computers.
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| Course Outline
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| Module 1: A Troubleshooting Methodology
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| 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.
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| Lessons
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Overview of a Troubleshooting Methodology
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Overview of Troubleshooting Stages
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Troubleshooting Component Areas
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| Lab: Preparing for Remote Troubleshooting
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Obtaining Information Remotely from Windows Vista
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Using the System Information Tool Remotely
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| Module 2: Troubleshooting Operating Systems
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| This module explains how to identify and troubleshoot issues that affect the operating systems ability to boot and the services that it is running.
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| Lessons
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Overview of the Windows Vista Startup Process
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Troubleshooting the Windows Vista Startup Process with WinRE
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Troubleshooting Operating System Services
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| Lab: Troubleshooting the Operating System
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Gathering System Information and Developing a Plan of Action
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Implementing a Plan of Action
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| Module 3: Troubleshooting Hardware
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| This module explains how to troubleshoot hardware related problems and how to use Windows Vista tools to troubleshoot device problems.
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| Lessons
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Overview of Troubleshooting Hardware
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Dealing with Physical Failures
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Dealing with Device Driver Failures
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Troubleshooting Print Devices
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Troubleshooting BitLocker Protected Computers
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| Lab : Troubleshooting Hardware
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Gathering Customer Information and Determine a Plan of Action
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Resolve Printing Problems
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Checking for Signed Device Drivers
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Clean Booting Windows Vista
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| Module 4: Troubleshooting Networks
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| This module explains how to identify the most likely cause of network problems in a number of given network scenarios.
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| Lessons
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Determining Network Settings
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How to Troubleshoot Network Connections
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| Lab : Troubleshooting Networks
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Gathering Customer Information
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Gathering Relevant Computer Information
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Resolving the Problem
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| Module 5: Troubleshooting Security Issues
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| 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.
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| Lessons
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Overview of User Account Control
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Troubleshooting User Account Control
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Troubleshooting Windows Firewall
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Troubleshooting Windows Defender
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| Lab : Troubleshooting Security Related Issues
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Gathering Customer and System Information and Develop a Plan of Action
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Implementing a Plan of Action
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Additional Security Checks
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| Module 6: Troubleshooting Applications
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| After completing this module, students will be able to troubleshoot issues that are caused by applications that are causing problems running on Windows Vista.
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| Lessons
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Overview of Application Troubleshooting
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Web Application Troubleshooting
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| Lab : Troubleshooting Applications
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Analyzing Collected Information and Identifying Probable Causes
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Implementing a Plan of Action
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Troubleshooting Word 2003
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| Module 7: Maintaining and Optimizing Windows Vista
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| 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.
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| Lessons
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Maintaining Windows Vista
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Optimizing Windows Vistas Performance
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Monitoring Windows Vista
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| Lab : Maintaining and Optimizing Windows Vista
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Analyzing Collected Information and Identifying Probable Causes
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Implementing a Plan of Action
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View and Interpret Logs in Performance Monitor |
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