16 Corporate Woods Boulevard | Albany, New York 12211 | Tel: 518.437.1600

Class Outline:

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.

Course Outline:

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

• Overview of Troubleshooting Stages

• Troubleshooting Component Areas

Lab: Preparing for Remote Troubleshooting

• Obtaining Information Remotely from Windows Vista

• 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 Vista Startup Process

• Troubleshooting the Windows Vista Startup Process with Windows RE

• Troubleshooting Operating System Services

Lab: Troubleshooting the Operating System

• Gathering System Information and Developing a Plan of Action

• Implementing the Proposed 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.

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

• Dealing with Physical Failures

• Dealing with Device Driver Failures

• Troubleshooting Printing in Windows Vista

• Troubleshooting Microsoft BitLocker Protected Computers

Lab : Troubleshooting Hardware

• Gathering Customer Information and Developing a Plan of Action

• Resolving 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 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

• Gathering Customer Information

• Gathering Relevant Computer Information

• 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

• Implementing Windows Firewall

• Implementing Windows Defender

Lab : Troubleshooting Security Related Issues

• Gathering Customer and System Information and Developing a Plan of Action

• Implementing a Plan of Action

• 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

• Web Application Troubleshooting

Lab : Troubleshooting Applications

• Analyzing Collected Information and Identifying Probable Causes of a Web Application Problem

• 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 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 : Maintaining and Optimizing Windows Vista

• Analyzing Collected Information and Identifying Probable Causes of a Computer Performance Problem

• 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.