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.

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 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.
• 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 Vista Operating System
• 5116A: 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: 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.

Lab: Preparing for Remote Troubleshooting

• Obtaining Information Remotely from Windows Vista
• Using the System Information Tool Remotely

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.

Lab: Troubleshooting the Operating System

• Gathering System Information and Developing a Plan of Action
• Implementing the Proposed Plan of Action
• Clean-Booting Windows Vista

Module 3: Troubleshooting Hardware

This module explains how to troubleshoot hardware-related problems and how to use Windows Vista tools to troubleshoot device problems.

Lab : Troubleshooting Hardware

• Gathering Customer Information and Developing a Plan of Action
• Resolving Printing Problems
• Checking for Signed Device Drivers

Module 4: Troubleshooting Networks

This module explains how to identify the most likely cause of network problems in a number of given network scenarios.

Lab : Troubleshooting Networks

• Gathering Customer Information
• Gathering Relevant Computer Information
• Resolving the Problem

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.

Lab : Troubleshooting Security Related Issues

• Gathering Customer and System Information and Developing a Plan of Action
• Implementing a Plan of Action
• Additional Security Checks

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.

Lab : Troubleshooting Applications

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

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.

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

Course Materials

The student kit includes a comprehensive workbook and other necessary materials for this class.

Microsoft Software Assurance

What is Software Assurance?

Software Assurance (SA) provides an easy way for Microsoft's Volume Licensing customers to stay current with the latest and most innovative Microsoft products. Under the SA program, customers acquire the right to install any new release of products covered in the agreement during the term of their coverage. Companies can acquire tomorrow's technology at today's prices and have the ability to spread payments annually instead of paying up front. Visit www.microsoft.com/licensing to learn more about Microsoft's licensing programs.

What is the SA Enhancement Offering?

The SA Enhancement Offering is designed to increase customer satisfaction by giving customers more value from Software Assurance and a better Microsoft product experience. The Enhancement Offering contains tools, training, and support as well as additional licensing benefits which meet different customer needs across product segments and across customer segments. The many benefits include:

• Training vouchers redeemable
• Employee Purchase Program
• Home Use Program
• Problem Resolution Support
• TechNet Subscription
• Technology & Tools

What is the Software Assurance (SA) Training Voucher Program?

Qualifying organizations that purchase Software Assurance receive training credits from Microsoft. Each training credit is worth the equivalent of one day of training at Networking Technologies™. Customers can redeem these credits for SA Training Vouchers for select Microsoft courses from «Networking Technologies»™.

How to Get Started?

Contact the individual in your organization responsible for software purchases to verify that you purchased volume licensing with Software Assurance. We can help you activate your benefits and administer the training vouchers. To register for a training contact Education Center «Networking Technologies»™ directly via e-mail edu@tex.kiev.ua