Maintaining
and Troubleshooting Windows Vista Computers
Course 5118:
Three days; Instructor-Led
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.
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:
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• |
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. |
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. |
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• |
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 |
|
• |
5116A: Configuring Windows Vista |
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.
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 |
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• |
Overview of Troubleshooting Stages |
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• |
Troubleshooting Component Areas |
Lab: Preparing for Remote Troubleshooting
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• |
Obtaining Information Remotely
from Windows |
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• |
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 |
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• |
Troubleshooting the Windows |
|
• |
Troubleshooting Operating System
Services |
Lab: Troubleshooting the Operating
System
|
• |
Gathering System Information and
Developing a Plan of Action |
|
• |
Implementing the Proposed Plan of
Action |
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• |
Clean-Booting Windows |
After completing this module,
students will be able to:
|
• |
Identify the available recovery
options in Windows Vista. |
|
• |
Determine the capabilities of each
recovery option. |
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• |
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 |
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• |
Dealing with Physical Failures |
|
• |
Dealing with Device Driver
Failures |
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• |
Troubleshooting Printing in
Windows |
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• |
Troubleshooting Microsoft
BitLocker Protected Computers |
Lab : Troubleshooting Hardware
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• |
Gathering Customer Information and
Developing a Plan of Action |
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• |
Resolving Printing Problems |
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• |
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
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• |
Gathering Customer Information |
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• |
Gathering Relevant Computer
Information |
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• |
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 |
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• |
Implementing Windows Firewall |
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• |
Implementing Windows Defender |
Lab : Troubleshooting Security
Related Issues
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• |
Gathering Customer and System
Information and Developing a Plan of Action |
|
• |
Implementing a Plan of Action |
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• |
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 |
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• |
Web Application Troubleshooting |
Lab : Troubleshooting Applications
|
• |
Analyzing Collected Information
and Identifying Probable Causes of a Web Application Problem |
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• |
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
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
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• |
Maintaining Windows |
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• |
Optimizing Windows |
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• |
Monitoring Windows |
Lab : Maintaining and Optimizing
Windows
|
• |
Analyzing Collected Information
and Identifying Probable Causes of a Computer Performance Problem |
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• |
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. |
Solutient Corporation of
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