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Visit the Learn IT! Vista/Office Deployment Portal for more information on this track.
Introduction
Elements of this syllabus are subject to change.
This five-day instructor-led course provides students with the knowledge and skills to successfully maintain and troubleshoot Windows Vista computers.
Students will gain the knowledge and skills necessary to identify technical problems that can occur in organization's client computers. The course will focus on five main troubleshooting areas: Operating system, hardware, networking, security, and applications.
The course will also provide the knowledge and skills necessary to monitor and maintain Windows Vista client computers.
This course also helps students gain the knowledge and skills to use a Windows Vista operating system image and application package deployment infrastructure that helps to minimize downtime of the Windows Vista client. The desktop support technicians can use this infrastructure to improve the support experience in the following scenarios:
- New installations
- Single computer migrations
- Single computer reinstallations
Students will also be provided guidance on how to install application packages on Windows Vista computers for support scenarios that require application updates or reinstalls.
Audience
The audience of 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 combine technical expertise with problem solving and decision making skills and a deep understanding of their business and technical environments to quickly resolve support issues. They consider all variables, justify resolutions with a logical troubleshooting approach, and relate tradeoffs to business and technical requirements and constraints.
Students will have used Windows XP-SP2 and may have experience with Windows server operating systems. Their job requires them to stay knowledgeable and skilled on new versions and updates of technology as defined by the business environment.
At Course Completion
After completing this course, students will be able to:
- Plan and apply a troubleshooting methodology for there own 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 organization.
- Describe how monitoring and optimization tools in Windows Vista can be used to assist in troubleshooting and keep the computer performing optimally.
- Describe how the Windows Vista deployment options can be used to improve the support experience at the desktop.
- Identify the most appropriate method to support Windows Vista recovery on site.
- Identify the components of the Windows Vista user state and safely backup and restore that data.
- Utilize Windows Vista application packages to improve the process of application installation and maintenance at the Windows Vista client computer.
- Explain how to troubleshoot Windows Vista application package installations..
Prerequisites
Before attending this course, students must have:
- Experience supporting previous versions of the Windows operating system.
- Familiarity with an I.T. helpdesk ticketing system.
- Experience researching online and local knowledge bases.
- Experience running commands from a command window. For example, DOS command prompt.
- Familiarity with PC hardware and devices. For example, ability to use Windows device manager and look for unsupported devices.
- Basic TCP/IP knowledge. For example, that you need to have a valid IP address.
- Basic Windows and Active Directory knowledge. For example, domain user accounts, domain vs. local user accounts, user profiles, and group membership.
- Fundamentals of applications. For example, client/server applications (how client communicates with the server).
- Experience reviewing logs. Know that there is a chronology, sequential order, severity, etc.
- Be able to map network file shares. For example, familiar with UNC paths, mapping local resources to server/share.
- Have experience installing applications from media (CD/DVD)
- Have experience working from a command window. For example, authoring and editing batch files
- Be able to burn or creating boot media. For example, ISO.
- Have experience configuring BIOS options, for example, boot order.
- Be familiar with reviewing support logs. Know that there is a chronology, sequential order, severity, etc..
In addition, it is recommended, but not required, that students have completed:
MCSE 5115/5116 – Windows Vista Foundations for IT Professionals
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: A Troubleshooting Methodology
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.
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:
Describe what a troubleshooting methodology is and its role in an enterprise.
Identify the users of the troubleshooting methodology.
Identify the most important troubleshooting component areas.
Determine issues that directly affect the troubleshooting process. |
Module 2: Troubleshooting Operating Systems
This module explains how to identify and troubleshoot issues that affect the operating systems 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 WinRE
Troubleshooting Operating System Services
Lab: Troubleshooting the Operating System
Gathering System Information and Developing a Plan of Action
Implementing a 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 Print Devices
Troubleshooting BitLocker Protected Computers
Lab : Troubleshooting Hardware
Gathering Customer Information and Determine a Plan of Action
Resolve 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 problems related to hardware failures
Determine problems that are caused by device drivers
Identify the recovery options for computers 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
How to Troubleshoot 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 the network troubleshooting process.
Explain how to use Network Diagnostics Framework to troubleshoot network problems.
Identify the 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
Troubleshooting Windows Firewall
Troubleshooting Windows Defender
Lab : Troubleshooting Security Related Issues
Gathering Customer and System Information and Develop a Plan of Action
Implementing a Plan of Action
Additional Security Checks
After completing this module, students will be able to:
Explain the UAC architecture.
Apply best practices for working with UAC.
Troubleshoot UAC related problems.
Troubleshoot Windows Firewall related issues.
Configure Windows Firewall via group policy.
Troubleshoot Windows Defender related issues.
Configure Windows Defender by using group policy. |
Module 6: Troubleshooting Applications
After completing this module, students will be able to troubleshoot issues that are caused by applications that are causing problems running on Windows Vista.
Lessons
Overview of Application Troubleshooting
Web Application Troubleshooting
Lab : Troubleshooting Applications
Analyzing Collected Information and Identifying Probable Causes
Implementing a Plan of Action
Troubleshooting Word 2003
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 Vistas Performance
Monitoring Windows Vista
Lab : Maintaining and Optimizing Windows Vista
Analyzing Collected Information and Identifying Probable Causes
Implementing a Plan of Action
View and Interpret Logs 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. |
Module 8: Preparing to Apply Desktop Images
This module explains how to describe the necessary steps required to prepare a computer for Windows Vista image deployment.
Lessons
Identifying the Support Scenarios
Preparing the Target Computer
Backing up the User State
Lab: Preparing to Apply Desktop Images
Reviewing the User State profile and Completing the User State Checklist
Running USMT to Back up a User State
Verifying Successful User State Backup
After completing this module, students will be able to:
Describe the role of desktop images and application packages in desktop support
Describe the Support Scenarios
Prepare the Target Computer
Backup the User State. |
Module 9: Supporting Computers with Desktop Images
This module explains how to apply a Windows Vista operating system image to a target computer.
Lessons
Obtaining the Desktop Image
Verifying the Desktop Image Application
Lab: Applying Desktop Images
Booting to the Windows Pre-Installation Environment
Applying an Image from the Network
Verifying Desktop Image Deployment
After completing this module, students will be able to:
Determine the best method to obtain the desktop image
Apply a desktop image
Verify the desktop image application.. |
Module 10: Restoring and Validating User State
This module explains how to restore and validate user state on a newly deployed Windows Vista desktop image.
Lessons
Restoring User State
Verifying User State
Lab : Restoring and Verifying User State
Running USMT to Restore a User State
Verifying Successful User State Restore
Identifying Areas That Require Additional Restoration
After completing this module, students will be able to:
Restore User State
Verify User State. |
Module 11: Preparing to Install an Application Package
This module explains the steps required to prepare a Windows Vista computer for application installation.
Lessons
Preparation Steps for Installing an Application Package
Testing Application Packages
Lab : Preparing to Install an Application Package
Predicting the Support Impacts of a New Application
Determining User Requirements
After completing this module, students will be able to:
Restore User State
Verify User State. |
Module 12: Creating and Deploying an Application Installation Package
This module explains how to create and deploy application installation packages to Windows Vista computers.
Lessons
Application Package Deployment Methods
Creating the Application Packages
Lab : Creating and Deploying an Application Installation Package
Creating a Custom Deployment Package
Performing a Pilot Deployment
Evaluating the Results of a Pilot Deployment
After completing this module, students will be able to:
Identify application deployment methods.
Create application packages. |
Module 13: Troubleshooting Desktop and Application Installations
This module explains how to troubleshoot issues that are affect the operating system deployment and application package installation.
Lessons
- Desktop Installation Troubleshooting
- Application Installation Troubleshooting
Lab : Troubleshooting Application Installation
- Troubleshooting Disk Configurations Troubleshooting
- Deployed Application Settings Troubleshooting
- Application File Type Associations
After completing this module, students will be able to:
- Identify and use desktop installation troubleshooting techniques
- Identify and use application installation troubleshooting techniques
|
updated 05.14.07
Visit the Learn IT! Vista/Office Deployment Portal for more information on this track.