5118: Maintaining and Troubleshooting Windows Vista Computers

Introduction Course 5118AL: Three weeks: Microsoft Official Distance Learning (MODL) Elements of this syllabus are subject to change. This Distance Learning version of the course consists of 6 online live instructor-led sessions over 3 weeks (2hrs for each session). Additional self-paced e-learning content, scenario-based labs, and assessments accompany these sessions. This course provides students with the knowledge and skills necessary to identify technical problems that can occur in client computers of an organization. The course focuses on five main troubleshooting areas: operating system, hardware, networking, security, and applications. It also provides 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, they 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 must 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 versus 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: • 5115AL: Installing and Configuring the Windows Vista Operating System • 5116AL: 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 1-1: 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 1-1: Preparing for Remote Troubleshooting 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 1-2: 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 1-2: Troubleshooting Operating Systems 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 2-1: Troubleshooting Hardware-Related Problems 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 BitLocker-Protected Computers Lab 2-1: Troubleshooting Hardware 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. • Diagnose common printing problems in Windows Vista. • Identify the recovery options for computers protected by BitLocker. Module 2-2: 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 2-2: Troubleshooting Security Issues 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 Windows Firewall-related issues. • Configure Windows Firewall by using Group Policy. • Troubleshoot Windows Defender-related issues. • Configure Windows Defender. Module 3-1: 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 3-1: Troubleshooting Applications After completing this module, students will be able to: • Troubleshoot Windows application problems. • Troubleshooting Web application problems. Module 3-2: 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 3-2: Maintaining and Optimizing Windows Vista 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.