2. Matt Ayers Senior Program Manager Microsoft Corporation WCL403

3. Current Helpdesk Issues The cost of running a service desk can be as much as 10% of companies' IT operations staffing budget The typical support center supports over 300 applications The average call volume increased from less than 1 call per employee per month to 1.36 calls from 1995 to 2001

4. Traditional Troubleshooting Low-bandwidth Inconvenient Invasive Frustrating Repetitive

5. Windows Troubleshooting Platform Reduce number of support calls Make support calls more efficient Increase customer satisfaction

6. A Bit of Background The Windows Troubleshooting Platform is a new feature The Windows Troubleshooting Platform runs on Windows 7 and beyond Windows 7 trouble shooting focuses on relationship between helpdesk and end-user

7. Today Troubleshooting Overview & Architecture Using the Windows Troubleshooting Pack Designer (TSPDesigner) Deploying & Running Troubleshooters Going beyond the TSPDesigner Beyond TechEd

8. Troubleshooting Overview

9. Windows Troubleshooting Platform Automated Efficient Repeatable Standardized Secure

10. Windows Troubleshooting Philosophy Use well-known methods Allow designers to focus on their expertise Address configuration issues Fix problems when we are certain Collect data when we are not

11. Troubleshooting Client Demo

12. Troubleshooting Pack Win7 Troubleshooting Implementation Root Cause DetectVerify Resolve

13. Diagram of Troubleshooting Pack Identification metadata identifies pack, security signature and user interaction Scripts contain the logic to find and fix the problem User-visible information stored in localized resources (MUI-support) Identification Metadata Detection Scripts Resolution Scripts Verification Scripts Localized Resources Trouble- shooting Pack

14. Troubleshooting Pack Details 91f3d9b6-aca6-435d-b9ca-829ab02a4aef 1.0 Fabrikam Billing Troubleshooter This troubleshooter will help solve common problems with the Fabrikam billing software http://www.fabrikam.com/privacy/ 2.0 6.1 WrongBillingServer The application is trying to contact the wrong billing server The billing server can change but the application has no way to update the billing server outside of the registry. This will check that the registry points to the most current billing server Any false TS_WrongBillingServer.ps1

15. A Little Less Detail

17. Windows Troubleshooting Pack Designer GUI-based authoring environment Generates the metadata to describe a troubleshooting pack Links to Graphical PowerShell Editor to create PowerShell scripts Signs each pack with a certificate Packages the troubleshooting pack into a cab

18. Two New Concepts Root Causes Interactions

19. Four New PowerShell Commandlets Get-DiagInput Write-DiagProgress Add-DiagRootcause Update-DiagReport

20. Component Interaction Windows Troubleshooting Framework Process 1 Process 2 Troubleshooting Runtime Engine PowerShell Runtime Results and Reports GUI CMD Troubleshooting Pack Get-DiagInput Update-DiagReport Update-DiagRootCause Write-DiagProgress PowerShell Scripts Platform cmdlets

21. Authoring a Troubleshooting Pack

22. Deploying Troubleshooting Packs Deploy Troubleshooting Packs using Configuration Manager or Group Policy Post troubleshooting packs online Intranet SharePoint site Internal network shares Technical support websites Provide links in your help documentation

23. Command Line Execution Uses Powershell to run scripts remotely via the command line Get-TroubleshootingPack Invoke-TroubleshootingPack Runs the same Troubleshooting packs as the wizard runs Easy to discover package contents Provides scripted or remote execution

24. Running a Troubleshooting Pack from the Command Line

26. Basic.diag file structure

27. Extension points XML markup tags that customize the declarative UI Not available from the designer Requires using commandline tools to generate a troubleshooting pack

28. Commandline tools sdmc.exe – compiles a.diag file into a.diagpkg sdcatalog.exe – creates the security catalog for a troubleshooting pack signtool.exe – creates a digital signature for the security catalog and.diagcab file cabarc.exe – packages the troubleshooting pack into a.diagcab file

29. Extending a Troubleshooting Pack

30. Topics That We Didn’t Cover Today Answer files Extension points Localization Custom icons Global Troubleshooters Signing with a trusted certificate Group policy

31. More information Learn more by searching for Windows Troubleshooting Platform on msdn Give feedback by e-mailing tspdinfo@microsoft.com

32. In Summary… The Windows Troubleshooting Platform makes finding and fixing problems both more approachable and more efficient The Troubleshooting Pack Designer allows you to rapidly create simple troubleshooters The Windows Troubleshooting Platform provides an extensible framework beyond the Designer

33. Track Resources →Want to find out which Windows Client sessions are best suited to help you in your deployment lifecycle? →Want to talk face-to-face with folks from the Windows Product Team? Meet us today at the Springboard Series Lounge, or visit us at www.microsoft.com/springboard www.microsoft.com/springboard Springboard Series The Springboard Series empowers you to select the right resources, at the right technical level, at the right point in your Windows® Client adoption and management process. Come see why Springboard Series is your destination for Windows 7.

34. www.microsoft.com/teched Sessions On-Demand & Community http://microsoft.com/technet Resources for IT Professionals http://microsoft.com/msdn Resources for Developers www.microsoft.com/learning Microsoft Certification and Training Resources www.microsoft.com/learning Microsoft Certification & Training Resources Resources

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36. © 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.