Course: Personal Computer Help Desk (25366)

Q: The goal of early large-scale computers was to automate as much manual processing of business information as possible.
- True
- False
A: True

Q: Technical support costs are generally included in the purchase price of a computer product, and therefore technical support is free to users.
- True
- False
A: False

Q: Small companies often meet their need for computer support by combining user support with another position.
- True
- False
A: True

Q: A help desk provides a single point of contact for computer users in need of support
- True
- False
A: True

Q: Which of these developments account for the trend to decentralized computers in the 1980s and 1990s?
- Increase in the number of knowledge workers
- availability of inexpensive microcomputers
- availability of inexpensive productivity software
- all of these
A: all of these

Q: Widespread use of the Internet among business and home computer users first occurred during which decade?
- 1960s
- 1970s
- 1980s
- 1990s
- 2000s
A: 1990s

Q: An internal user is a(n):
- end user
- worker in an organization
- retail customer
- client who buys over the Internet
A: worker in an organization

Q: Use of a computer to obtain unauthorized access to information about a customer, student, or patient is:
- a waste of resources
- an ergonomic problem
- an invasion of privacy
- piracy
A: an invasion of privacy

Q: Help desk services can be provided via:
- a physical location where users can get help
- a telephone hotline users can call for help
- an email address where users can send a message
- any of the above
A: any of the above

Q: Which of the following statements is an advantage of using outsourcing to provide user support?
- Outsourcing is a low-cost support method.
- Outsourcing develops in-house support expertise.
- Outsourcing uses expertise a company may not have.
- Outsourcing provides on-site assistance.
A: Outsourcing uses expertise a company may not have.

Q: Over the next 10 years, employment in computer and network support occupations is expected to:
- increase
- remain about the same
- decrease
- depend on the number of employees who retire
A: increase

Q: In Which of the following job responsibilities would you least expect to find in a position description for a user support specialist?
- troubleshoots problems
- recommends product standards
- operates a large-scale computer
- installs hardware and software
A: operates a large-scale computer

Q: Printed or online tutorial or reference materials for computer users are called ______________
Feedback: Documentation, Documents, User Manual

Q: A(n)_________________ outlines what you need to know or be able to perform a job.
Feedback: Knowledge, Skills, and Abilities, (KSA)

Q: Computer users can be classified by characteristics such as skill level, frequency of use,________________________, and___________________________
Feedback: Enviornement, Software used, Features used, Relationships

Q: A modern name for the Data Processing Department is______________________________
Feedback: Informaion Technology (IT) , Informaion Services (IS)

Q: A(n) ________________uses pull-down menus and screen images that are easier to use than systems that require users to memorize and type lengthy commands.
Feedback: GUI

Q: ______________ is a field that studies how to design a work environment that promotes worker health, safety, and productivity.
Feedback: Egonomics

Q: The process of matching a user's needs with supported computer products is called a(n)_______________
Feedback: needs analysis, Needs Assessment

Q: ___________ are lists of approved and recommended computer products that an organization is committed to support.
Feedback: Supports Standards

Q: True or False: Of the three essential communication skills, listening (or reading) comes before understanding and responding.
- True
- False
A: True

Q: True or False: Scripts designed to guide a user support agent through an incident should be memorized or read verbatim to a user to avoid mistake.
- True
- False
A: False

Q: True or False: One of the goals of incident management is to help users ben more self-reliant.
- True
- False
A: True

Q: True or False: Communication skills are often more difficult for a new help desk agent to learn than technical skills or business skills.
- True
- False
A: True

Q: True or False: Nonverbal behaviors are often more important than the meaning of words in a communication.
- True
- False
A: True

Q: True or False: Empathy means a user support agent takes ownership and responsibility for a user's problem.
- True
- False
A: False

Q: True or False: A successful support worker is one who has learned from experience how to manipulate a user's behavior to make the user more productive.
- True
- False
A: False

Q: True or False: A customer-service ethic is an organization-wide commitment that the client is always right.
- True
- False
A: False

Q: A user's first impression of a support agent usually comes from the:
- greeting
- solution to the problem
c incident script used
d. agent's tone and style
A: greeting

Q: Which listening type focuses on opportunities to empathize with the user and provide positive support?
- Discriminative
- Comprehensive
- Critical
- Therapeutic
- Relational
A: Therapeutic

Q: Which listening type focuses on learning about the knowledge level and emotional state of the user?
- Discriminative
- Comprehensive
- Critical
- Therapeutic
- Relational
A: Discriminative

Q: Which of these is not a strategy for effective listening?
- Avoid distractions.
- View the problem from the user's perspective.
- Talk to fill awkward silences.
- Probe for details.
A: Talk to fill awkward silences.

Q: A support agent should make liberal use of the word:
- I
- You
- We
A: We

Q: One measure of whether a support agent understands a user's problem is whether they can express the problem in:
- the user's actual words
- the support agent's own words
- industry standard vocabulary
- the wording of the script for the problem
A: the support agent's own words

Q: Which of the following is not a primary strategy for a support organization that aims for customer service excellence?
- Treat clients with respect.
- Explain to clients what you can do for them.
- Agree to any demand a client makes.
- Return calls to clients when promised.
A: Agree to any demand a client makes.

Q: Which of these is not a recommended incident management strategy for support agents?
- Ask goal-directed diagnostic questions.
- Say thanks.
- Teach the user self-reliance.
- Never admit that you are not sure.
A: Never admit that you are not sure.

Q: A support Web site implementer uses four criteria to evaluate a client-friendly site: content,____________________, ___________________ and mechanics.
Feedback: Organization, Format

Q: A(n) _____________________is a choice each support agent makes about how professional or casual, respectful or condescending, formal or informal, or terse or verbose they will be in their interactions with users.
Feedback: Personal Communication Style

Q: Nonverbal communication behaviors include posture, facial expression,______________, and________________.
Feedback: Eye Contact, Gestures, Distance, Voice Quality

Q: A support worker who uses a telephone extensively is likely to need to know how to put a call on hold and _______________________________
Feedback: Greet a caller , Transfer a call, Terminate a call

Q: Effectively written user documents should result in a lower volume of user support calls and emails.
- True
- False
A: True

Q: An outside review of a technical document serves the same purpose as a beta test of a software package.
- True
- Falae
A: True

Q: Changes in case, font, indentation, and centering are format elements used to help the reader of a document understand its structure.
- True
- False
A: True

Q: A technical writer should use the same word to refer to an object or a concept throughout a document rather than a variety of different words that are synonyms.
- True
- False
A: True

Q: Good technical documents should provide a reader with everything they would ever want to know about a topic.
- True
- False
A: False

Q: The following example of a list illustrates good parallel structure: 1.) Move the mouse pointer to the button of your choice. 2.) Next, click the button on the mouse. 3.) You then click on OK.
- True
- False
A: False

Q: Because the default font in most word processors is a sans serif typeface, technical writers should use the default in the body text to improve a document's readability.
- True
- False
A: False

Q: The primary goal of technical writing is to entertain readers and hold their interest.
- True
- False
A: False

Q: All users prefer online documentation to printed documentation because accessing necessary information is easier.
- True
- False
A: False

Q: What is the correct sequence of the following steps in the technical writing process? - - - - (1) proofread the document; (2) generate a list of ideas; (3) arrange for an outside reviewer; (4) write a first draft
- 1-2-3-4
- 2-4-3-1
- 4-2-1-3
- 2-1-4-3
A: 2-4-3-1

Q: The information on a Web site should be expected to have all of the following characteristics except:
- complete
- concise
- Includes pointers to other information
- well organized
A: complete

Q: A reading level that is appropriate for most technical documentation is:
- 4th--5th grade
- 7th--8th grade
- 10th--12th grade
- college level
A: 10th--12th grade

Q: A document organization style in which all the information on a topic is pulled together in one place is called:
- reference format
- hierarchical format
- tutorial format
- sequential format
A: reference format

Q: Documentation that is organized as a step-by-step introduction to the features of a computer program is called a:
- reference manual
- technical manual
- tutorial manual
- troubleshooting manual
A: tutorial manual

Q: Which of the following forms of documentation often contain hyperlinks to related topics?
- online help systems
- newsletters
- user manuals
- troubleshooting guides
A: online help systems

Q: A(n)_______________________i s an attempt to relate something a reader may be familiar with to something they need to know about.
Feedback: Analogy

Q: Whether to use the form 'Plug-n-Play' or 'Plug-and-Play' in a document would likely be specified in a(n)_______________________________
Feedback: Style Sheet

Q: To avoid jargon, a technical writer might substitute a word(s) such as________________ for 1.) HEAD CRASH the following sentence; 2.) Users frequently lose their data when there is a HEAD CRASH on the file server.
Feedback: Drive Error, Disk Error

Q: ___________________________is a method used to generate a list of potential ideas or topics to include in a document.
Feedback: Brainstorming

Q: A(n)_______________ is a short document primarily intended to summarize material covered in a training session and promote recall.
Feedback: Reference Sheet, Handouts

Q: Troubleshooting computer problems is a fixed sequence of steps a support agent follows from the initial problem description to the resolved problem.
- True
- False
A: False

Q: Problem solving, critical thinking, and decision making are different names for the same skill.
- True
- False
A: False

Q: True or False: Root cause analysis is a troubleshooting strategy designed to eliminate the symptoms of a problem.
- True
- False
A: False

Q: True or False: A troubleshooting strategy that involves swapping a hardware or software component whose status is unknown with one that is known to be operational is called module replacement.
- True
- False
A: True

Q: To restate a problem description using the user's exact words is called paraphrasing.
- True
- False
A: False

Q: Which of these is not an example of a difficult support problem?
- a problem a support worker has not seen before
- a problem involving an angry caller
- a problem for which the solution is not obvious
- All of these are difficult problems.
A: All of these are difficult problems.

Q: The strategy in which the listener is as engaged as the speaker in a communication is called:
- probing
- active listening
- paraphrasing
- replicating
A: active listening

Q: A mental model to help a computer troubleshooter understand and explain a problem situation is based on:
- metacognition
- critical thinking
- decision making
- problem solving
A: critical thinking

Q: An organized collection of information, articles, procedures, tips, and problem solutions is called a:
- script
- flowchart
- knowledge base
- newsgroup
A: knowledge base

Q: Rebooting a system in an attempt to fix a problem is an example of which of these problem-solving strategies?
- Look for a simple, obvious fix.
- Attempt to replicate a problem.
- Use a module-replacement strategy.
- View a system as a group of subsystems.
A: Look for a simple, obvious fix.

Q: A successful troubleshooter recognizes a dead end (or block in progress) as:
- a frustration
- the end of the troubleshooting process
- a stopping point
- an opportunity to look at other alternatives
A: an opportunity to look at other alternatives

Q: A communication skill that confirms a troubleshooter's perception that a problem is fixed is:
- authentication
- verification
- explanation
- metacognition
A: verification

Q: Write a paraphrase for the following problem statement: "'The screen on my PC is blank" ______________________
Feedback: You do not see any text or color on your screen

Q: A troubleshooter who observes that a suspected faulty modem does not work in computer "A" , but operates correctly in computer "B" , is confronted with a(n)_____________________
Feedback: Contradiction

Q: A network technology that uses authentication and encryption to connect remote users to a company server over the Internet is a(n)_________________________________
Feedback: Virtual Private Network

Q: Simplifying a problem situation by removing components from a configuration is a strategy to eliminate or reduce the number of ______________ in a problem.
Feedback: Variables

Q: A troubleshooting process that involves selecting one alternative from among a number of possible alternatives based on some evaluation criteria is called _____________________
Feedback: Decision Making

Q: _________________________ is a problem-solving tool that involves a difficult or complex problem being referred to a higher-level support person for resolution.
Feedback: Escalation

Q: The ability to step back from a troubleshooting situation and analyze one's own
thinking process is called______________________
Feedback: Metacognition

Q: A follow-up question a troubleshooter asks to get additional information about a problem situation is called a(n)______________________________
Feedback: Probe

Q: Most hardware problems are the result of component failures due to incorrect voltages in a computer system.
- True
- False
A: False

Q: Plug and Play-compatible hardware guarantees that users will not experience installation problems with new or upgraded hardware.
- True
- False
A: False

Q: By the time a software package has gone through extensive testing and quality assurance, all the bugs have generally been eliminated.
- True
- False
A: False

Q: A computer system that operates at some level, but not as efficiently as it should, is called vaporware.
- True
- False
A: False

Q: One difference between end users and computer professionals is that the latter do not make mistakes while using a computer.
- True
- False
A: False

Q: Freeware and shareware may cause compatibility problems when installed because they may not be tested as extensively as commercial software.
- True
- False
A: True

Q: Freeware and open source are two ways of referring to the same kinds of software.
- True
- False
A: False

Q: Most hardware problems occur:
- at the time a component is purchased and installed
- when the component becomes obsolete
- after the warranty period has expired
- hardware problems are almost nonexistent today
A: at the time a component is purchased and installed

Q: Which of the following hardware devices is most likely to fail during the operation of a computer system?
- CPU
- memory
- hard drive
- peripheral adapter card
A: hard drive

Q: A mismatch between the type of printer connected to a system and the installed software printer driver is an example of a:
- design problem
- conflict
- bug
- configuration problem
A: configuration problem

Q: A substantially rewritten software package that contains major new features is called a(n):
- update
- patch
- new release
- new version
A: new version

Q: Performance problems in a computer system are usually due to:
- hardware problems
- software problems
- both hardware and software problems
- neither hardware nor software problems
A: both hardware and software problems

Q: A revision to a software package that contains a collection of patches to fix documented problems with a program is called:
- donationware
- anew release
- freeware
- a service pack
A: a service pack

Q: Computer components that cannot operate together in the same system are said to be:
- incompatible
- abug
- shareware
- malware
A: incompatible

Q: _____________________________ is a tendency among users to want to get a new hardware or software product operational without reading the installation documentation.
Feedback: Quick Start Behaivor

Q: List three strategies for dealing with users who forget important information.
Feedback: Written Reminder Notes; Save password in Operating System; Referece Sheet; Script; Checklist

Q: __________________ is a feature of an operating system or application program that periodically checks a vendor's Web site for modifications that can be downloaded and installed in a user's system.
Feedback: Automatic update

Q: During ____________________, a computer system is operated nonstop for a 48- to 72-hour period to give marginal components a chance to fail.
Feedback: a burn-in test

Q: A(n)_______________is a situation in which two software packages use system resources in different and incompatible ways.
Feedback: COnflict

Q: A procedure or method to accomplish the same result as a feature that does not work due to a bug or other malfunction is called a(n)________________________________
Feedback: Workaround

Q: The percentage of incidents that cannot be resolved during the incident management process is frequently zero.
- True
- False
A: False

Q: An automated incident tracking system is primarily useful in a large help desk operation, but is of very limited or no use in a small help desk operation.
- True
- False
A: False

Q: Knowledge bases that have special search tools and other help desk software features are called smart databases.
- True
- False
A: True

Q: The purpose of client feedback features in a help desk software package is to make it easier for managers to terminate support agents with poor customer service skills.
- True
- False
A: False

Q: Every help desk incident, no matter what kind, goes through all 12 steps of the incident management process described in the chapter, even if some of the steps do not apply.
- True
- False
A: False

Q: Incident management and call management are terms that mean the same thing.
- True
- False
A: False

Q: A priority code indicates how easy or difficult a dispatcher thinks an incident will be to resolve.
- True
- False
A: False

Q: In a help desk that uses the multilevel support model, the goal is to handle calls at the lowest possible support level.
- True
- False
A: True

Q: A(n)________________is a waiting line into which incoming calls are placed when they cannot be answered immediately.
Feedback: Queue

Q: A(n)___________ is a telephone system that can answer calls, greet callers, provide menus, and route calls.
Feedback: Automatic Call Distributor (ACD)

Q: ____________________ is often the result of the personal characteristics of a worker not matching the requirements of a position.
Feedback: Job Stress

Q: Help desk software packages usually include tools to help_______________________ and ____________________ manage problem incidents.
Feedback: End Users; Help Desk Agents ; Support Managers

Q: Describe a recent trend in help desk operation and briefly explain how it will impact help desk agents in the future.
Feedback: Change in off-shore outsourcing; Employer demand for certified workers; Acceptance of telecommuniting work style ; Industry best practices ; pressure to reduce suppotr staff ; Web support portals; Quantitative Metrics : Resources for security; Help desk software intergration

Q: ______________________ is a well-defined, formal procedure that help desk staff follow to solve user problems.
Feedback: Incident Management ( call Management) ~ Incident Management ( call Management)

Q: Most hardware problems occur:
- at the time a component is purchased and installed
- when the component becomes obsolete
- after the warranty period has expired
- hardware problems are almost nonexistent today
A: at the time a component is purchased and installed

Q: Which of the following hardware devices is most likely to fail during the operation of a computer system?
- CPU
- memory
- hard drive
- peripheral adapter card
A: hard drive

Q: A mismatch between the type of printer connected to a system and the installed software printer driver is an example of a:
- design problem
- conflict
- bug
- configuration problem
A: configuration problem

Q: A substantially rewritten software package that contains major new features is called a(n):
- update
- patch
- new release
- new version
A: new version

Q: Performance problems in a computer system are usually due to:
- hardware problems
- software problems
- both hardware and software problems
- neither hardware nor software problems
A: both hardware and software problems

Q: A revision to a software package that contains a collection of patches to fix documented problems with a program is called:
- donationware
- anew release
- freeware
- a service pack
A: a service pack

Q: Computer components that cannot operate together in the same system are said to be:
- incompatible
- abug
- shareware
- malware
A: incompatible

Q: Support managers often use recordings of monitored support calls to help workers identify areas where performance improvement is needed.
- True
- False
A: True

Q: T A cost center is a help desk operation that has an expense budget, but no offsetting income budget.
- True
- False
A: True

Q: T Help desk industry certification is now essentially a requirement any user support position.
- True
- False
A: False

Q: T The employee selection process for a help desk position can be described as an attempt to find applicants with the knowledge, skills, and abilities that most closely match the position's requirements.
- True
- False
A: True

Q: Unlike a question in a knowledge and skills test, there is only one correct answer to a scenario question in a job interview.
- True
- False
A: False

Q: Organizations that treat user support as a profit center may have difficulty justifying the cost of support services.
- True
- False
A: False

Q: A primary purpose of help desk performance statistics is to:
- respond to computer auditors' information requirements
- justify the value and expense of help desk services
- report to company stockholders
- respond to complaints from angry users
A: justify the value and expense of help desk services

Q: Which of the following aspects of help desk operation covered in a help desk mission statement?
- operational efficiency of users
- help desk fees for services
- customer satisfaction
- effectiveness of help desk services
A: help desk fees for services

Q: A measure of the number of support calls that can be processed in a given time period, often used to determine staffing levels in a help desk operation, is:
- a statistical unit
- wait time
- an MOS
- an Erlang
A: an Erlang

Q: Which of the following testing methods is commonly used in industry exams?
- computer adaptive test
- scenario test
- traditional fixed-length test
- best practices test
A: computer adaptive test

Q: Which kind of interview question gives a job applicant an opportunity to what he or she did in a specific job situation?
- knowledge and skills question
- behavioral question
- scenario question
- Illegal question
A: behavioral question

Q: "Tell me about your educational background"is an example of
- an illegal interview question
- a stress tolerance question
- a directed question
- a nondirected question
A: a nondirected question

Q: In the next decade, the U.S. labor market demand for user support workers is expected to:
- increase
- remain about the same
- decrease somewhat
- decrease dramatically
A: increase

Q: A questionnaire designed to measure the effectiveness of services among a sample of users is called:
- a user satisfaction survey
- a statistical analysis
- a performance appraisal
- an Erlang assessment
A: a user satisfaction survey

Q: The percentage of calls in which a user hangs up before support staff respond is called:
- wait time
- frustration index
- stress statistic
- abandonment rate
A: abandonment rate

Q: A(n)______________________________is a formal organization that represents the interests of a group of help desk professionals.
Feedback: Professional Association

Q: A(n)________________ is a process to evaluate a help desk to established criteria.
Feedback: Performance Appraisal * Performance Appraisal

Q: A(n)___________________________is a set of behavior guidelines that a professional organization expects its members to follow.
Feedback: Code of Ethical Conduct

Q: Briefly list three examples of interview situations that could be used to test a Job applicant's stress tolerance,
Feedback: Noisy Interview enviornment or interruptions or multiple interviews

Q: A(n)___________________________ is a plan prepared by a help desk manager to describe the cost to provide support services.
Feedback: Budget

Q: A benchmark test of competing products is designed to use objective evaluation criteria instead of an evaluator's personal opinions.
- True
- False
A: True

Q: By the early 1980s, hardware and software for personal computers were standardized in most organizations.
- True
- False
A: False

Q: The larger the number of incompatible software packages an organization owns, the greater the cost to train and retrain workers.
- True
- False
A: True

Q: In order to avoid bias and favoritism, product evaluation and selection decisions are usually made by user support staff working independently of other workers.
- True
- False
A: False

Q: Computer product standards originally emerged in order to reduce the cost to provide support for end users.
- True
- False
A: True

Q: Industry standard computer products are those selected by a panel of industry experts for use in most organizations.
- True
- False
A: False

Q: As a general rule, dominance in the software industry does not change over time; the best-selling products in the early 1980s are still the best-selling products today.
- True
- False
A: False

Q: Which of the following product evaluation methods uses several criteria of predefined importance to arrive at a numerical summary score for each competing product?
- industry standard method
- benchmark method
- subjective criteria method
- weighted point method
A: weighted point method

Q: When support staff select office productivity software such as word processors or spreadsheets, they often use which decision strategy?
- weighted point evaluations
- industry standard products
- request for proposals
- benchmarks
A: industry standard products

Q: Which of the following letter sequences represents the order of steps in the request for proposal process? (A) send RFP to vendors; (B) develop product specification; (C) evaluate RFP responses against criteria; and (D) define selection criteria
- A - B - C - D
- B-D-A-C
- D-A-C-B
- A-D-B-C
A: B-D-A-C

Q: Computer product standards are often defined by:
- an organization's computer culture
- early adopters of technology
- a product standards committee
- any of these
A: any of these

Q: Which of these is not an objective evaluation method for selecting a computer product?
- benchmark
- request for proposal
- user preferences
- weighted point evaluation method
A: user preferences

Q: List three resources a product evaluator might use to locate information about competing products.
Feedback: Vendor Literature OR Market Information OR Web site and usere manuals OR demonstration & evaluation products OR Product Review articles OR industry expert opinion OR colleague opinios

Q: ____________ are an attempt to strike a reasonable balance between "select only this product" and "buy anything you want."
Feedback: Product Standards

Q: ______________________adopted by organizations often describe how users are permitted to use their computers, what users are not allowed to do, and the consequences or penalties for unauthorized or illegal use.
Feedback: Acceptable use Policies

Q: ____________________________copies of new software packages may have limited features or operate for a limited trial period, and are used to assess products.
Feedback: Trial, Evulation, Demostrations

Q: A(n)___________________________is an objective test or measurement used to evaluate the speed, capacity, capabilities, or productivity of competing computer products.
Feedback: Benchmark

Q: A(n)________________________________ is a purchasing procedure that invites 'competing product vendors to submit product and price proposals for a system that meets specified needs.
Feedback: Request for Proposal - RFP

Q: ____________ are selection criteria that are neither measurable nor repeatable in an evaluation of competing computer products.
Feedback: SUbjective Criteria

Q: A(n)________________________ is a factor that an evaluator tries to eliminate from a side-by-side test of competing products because it could bias the test results.
Feedback: extraneous variable

Q: True or False: A turnkey system is a package that includes hardware, software, and support services from a single vendor.
- True
- False
A: True

Q: True or False: The build-versus-buy decision in a needs analysis project applies primarily to computer hardware.
- True
- False
A: False

Q: True or False: A cost-benefit analysis is often in the form of a side-by-side comparison of the expenses and payoffs associated with a potential solution.
- True
- False
A: True

Q: True or False: A payroll clerk should make the final decision about whether or not a new payroll software package is needed.
- True
- False
A: False

Q: True or False: Some problems that user support analysts investigate turn out to be organizational problems instead of technology problems.
- True
- False
A: True

Q: True or False? When making a decision about a new computer system or service, an organization must consider what is feasible in terms of time, staffing, money, and technology.
- True
- False
A: True

Q: True or False? In an end-user needs assessment project, software requirements support should generally be considered first followed by hardware needs.
- True
- False
A: True

Q: True or False: A Gantt chart allows a project manager to ask what-if questions about how changes in resources impact the timeline of a project.
- True
- False
A: True

Q: True or False: The goals and objectives of an organization are usually long-term and do not normally impact decisions about a user's immediate needs for computer systems and services.
- True
- False
A: False

Q: Which of the following is not a primary step in the needs analysis and assessment process?
- preparation
- investigation
- decision
- purchase
A: purchase

Q: In a user needs assessment project, the fact that an organization is uncomfortable with risks due to reliance on a new, untested software package would be considered as part of:
- economic feasibility
- operational feasibility
- technological feasibility
- timeline feasibility
A: technological feasibility

Q: Which sequence of numbers represents the correct order of the following four steps in the user needs analysis process? (1) investigate alternatives to the current system; (2) make a build-versus-buy decision; (3) identify sources of information; (4) understand the organization's goals
- 1-2-3-4
- 4-3-2-1
- 3-1-4-2
- 4-3-1-2
A: 4-3-1-2

Q: A narrative or diagram that explains the structure and operation of a new or existing computer system is called a:
- prototype
- layout
- model
- report
A: model

Q: In a cost-benefit analysis, the development or purchase of software is generally considered a(n):
- acquisition cost
- operating cost
- reduction of expenses
- intangible cost
A: acquisition cost

Q: A(n) ______________________ is a project activity or step that must be completed before another task can begin.
- Gantt task
- successor task
- satisficing task
- predecessor task
A: predecessor task

Q: Stakeholders in a needs assessment project are most likely:
- end users
- managers
- support analysts
- all of these
A: all of these

Q: A(n) __________________ considers whether to purchase a system off-the-shelf or construct one from scratch.
Feedback: Build-versus-buy decision

Q: A(n)______________________ is the end result of an analysis project that recommends purchase, modification, upgrade, or construction of a system.
Feedback: Deliverable

Q: A(n)_________________ is a written narrative that describes the objectives, scope, methods, participants, deliverables, and timeline for a needs assessment project.
Feedback: Projecr Plan, Charter

Q: A(n)________________ is a schematic diagram that uses symbols to represent the parts of a computer system.
Feedback: Flowchart

Q: True or False: A support specialist who installs an application software package must edit the system Registry and configuration files manually before the software will operate correctly.
- True
- False
A: False

Q: True or False: An end user who encounters a malfunctioning CRT monitor should be encouraged by a support specialist to remove the case to check the fuse.
- True
- False
A: False

Q: True or False: A keyboard placed on a standard height office desk (30") can cause user discomfort because the angle of the user's wrists at the keyboard is unnatural.
- True
- False
A: True

Q: True or False: Wrist and finger pain is usually the result of a mouse that needs maintenance.
- True
- False
A: False

Q: True or False: Most computer hardware components function well, even if the quality of electrical power is very poor.
- True
- False
A: False

Q: True or False: Support specialists may need to add to or delete from site installation checklists, such as those in the chapter, because user and support needs change over time.
- True
- False
A: True

Q: True or False: To calculate the air conditioning requirements for computer equipment, an HVAC specialist considers the heat generated by both the computer equipment and its users.
- True
- False
A: True

Q: The display screen connected to a computer system should be located so a user looks:
- up slightly
- straight ahead
- down slightly
- Any of these positions is okay.
A: down slightly

Q: The purpose of a preinstallation site visit is to:
- anticipate possible installation problems
- get acquainted with the user
- train the user
- complete a wrap-up checklist
A: anticipate possible installation problems

Q: Before a computer is plugged into an outlet for the first time, the outlet should be checked:
- by a licensed electrician
- with an LED tester
- by the local electric utility
- all of these
A: with an LED tester

Q: A light source that may flicker at the same rate as a CRT display screen is a(n):
- incandescent light
- fluorescent light
- LED light
- halogen light
A: fluorescent light

Q: A site management notebook is especially useful in:
- a home computer installation
- a standalone computer installed in an office
- multiple systems installed in an office or training facility
- none of these
A: multiple systems installed in an office or training facility

Q: An antistatic wrist strap is designed to:
- protect the safety of a support technician
- reduce the risk of damage to computer components
- reduce the risk of fire due to a static spark
- reduce the risk of shock if the computer is not unplugged
A: reduce the risk of damage to computer components

Q: Which of the following electrical devices contains a battery backup?
- a PC power supply
- a power conditioner
- a surge protector
- an uninterruptible power supply
A: an uninterruptible power supply

Q: ______________ is an industry standard that helps the Windows operating system automatically recognize the configuration and operating characteristics of many hardware devices.
Feedback: Plug & Play

Q: A software _____________ is required to ensure that a software package can be legally installed on a system.
Feedback: License or site License

Q: A(n) __________________________ tries to answer the question: "What steps will an organization take in the event an emergency occurs?"
Feedback: Dister Recovery or Contingency Plan

Q: The length times the width of a computer case is called its _____________________.
Feedback: Footprint

Q: _________________ deals with how to design computer equipment and workspaces to minimize health problems and maximize worker safety, productivity, and job satisfaction.
Feedback: Ergonomics

Q: A(n) ________________________ is an electrical device that permits a user to power on a computer system with one switch.
Feedback: Power Strip or Surge Protector or Surge Suppressor

Q: True or False: Due to the popularity of self-guided training materials and online interactive training delivery systems, the role of support specialists as trainers is likely to disappear in the next few years.
- True
- False
A: False

Q: True or False: Trainers often discover that more short breaks during a training session are preferable to fewer long breaks.
- True
- False
A: True

Q: True or False: Effective trainers often cover bells-and-whistle features in a software package to pique trainees' interests.
- True
- False
A: False

Q: True or False: A first-time trainer should read notes and slides to trainees in order to pass the competencies.
- True
- False
A: False

Q: True or False: One goal of end-user training is to make users as self-reliant as possible in order to reduce their need for support.
- True
- False
A: True

Q: True or False; Training is a teaching and learning process that aims to develop conceptual understanding and long-term thinking skills.
- True
- False
A: False

Q: True or False: The best performance objectives for a training session specify how well a trainee needs to be able to perform a task.
- True
- False
A: True

Q: True or False: Experienced trainers agree that most trainees learn best by watching a demonstration.
- True
- False
A: False

Q: Which one of the following is not a step in the training process described in this chapter?
- plan
- present
- perform
- progress
A: perform

Q: Which of the following skill levels deals with performing a task effectively and efficiently?
- concepts and understanding
- basic skills
- expertise
- all of these
A: expertise

Q: In the classification of skill levels listed below, what is the sequence in which the skills are usually built? (1) basic skills, (2) concepts, (3) expertise, (4) understanding
- 1-2-3-4
- 2-4-1-3
- 1-4-2-3
- 2-1-3-4
A: 2-4-1-3

Q: Which of the following training environments is generally the most cost-effective because the ratio of trainees to trainers is highest?
- classes
- small groups/teams
- one-to-one training
- role playing
A: classes

Q: Which of the following learning methods results in the highest retention and trainee performance?
- listen
- read
- observe
- problem solve
A: problem solve

Q: Which statement accurately describes the costs associated with computer-based delivery methods?
- The development cost is high, but the cost per user is low.
- The development cost is high, and the cost per user is high.
- The development cost is low, but the cost per user is high.
- The development cost is low, and the cost per user is low.
A: The development cost is high, but the cost per user is low.

Q: Which of these assessment tools is aimed primarily at evaluating a trainer's effectiveness?
- quizzes
- tests
- hands-on activities
- training evaluation surveys
A: training evaluation surveys

Q: ___________ is a training approach that matches the needs of each individual trainee with an information-acquisition strategy in order to achieve the most effective training results.
Feedback: Learning Styles

Q: _____________ is an activity in which trainees participate in a rehearsal or practice of a simulated work environment situation.
Feedback: Role Play or Role Playing

Q: ____________________is a skill level in which a trainee learns the basic vocabulary needed to communicate with others.
Feedback: Concept Level

Q: ____________ materials combine text, images, animation, and sound in a training delivery system.
Feedback: Multimedia

Q: Printed materials designed to be taken away by trainees from a training session to refresh a user's memory are called ____________________________.
Feedback: Handouts or Reference sheets

Q: True or False: Before a user recycles a PC, he or she must physically destroy the hard drive in order to obliterate sensitive personal information.
- True
- False
A: False

Q: True or False: Disk fragmentation indicates that a PC's hard drive may be about to fail.
- True
- False
A: False

Q: True or False: Open source, freeware, and shareware utilities are not commercial products.
- True
- False
A: False

Q: True or False: A software utility advertised as a "free download" is freeware that can be used without paying a license fee.
- True
- False
A: False

Q: True or False: Versions of the Windows operating system after Windows 2000 do not have a command-line prompt feature.
- True
- False
A: False

Q: True or False: A dashboard is a display of network performance information and fault warnings that a network administrator uses to monitor network operation.
- True
- False
A: True

Q: True or False: A PC may be vulnerable to attacks from the Internet if some patches have not yet been downloaded and installed.
- True
- False
A: True

Q: A system problem diagnosis utility suite is designed to identify problems with:
- hardware
- application software
- operating system software
- all of these
A: all of these

Q: A software utility tool of primary use to a support specialist who assembles or installs hardware systems is:
- a network performance monitor
- a software audit tool
- a file backup utility
- a burn-in utility
A: a burn-in utility

Q: Which category of utility tools prepares documentation that would likely be included in a site installation notebook?
- System Information
- Rootkit Monitor
- Bandwidth Tester
- Network Analyzer
A: System Information

Q: Which of these actions should be performed on a PC prior to using a Windows Registry edit utility?
- Defragment the hard drive.
- Back up the Registry onto a hard drive.
- Temporarily disable the system's firewall.
- Verify that the system patch status is up-to-date.
A: Back up the Registry onto a hard drive.

Q: A type of utility tool that can modify which software is launched automatically at system start-up is:
- a benchmark utility
- an autoruns utility
- an audit utility
- a bootinfo utility
A: an autoruns utility

Q: A utility software tool designed to clean up a failed software installation is
- an undelete utility
- a disk clean utility
- an uninstaller utility
- a diagnostic utility
A: an uninstaller utility

Q: A backup utility can write copies of important data files and folders on:
- an internal hard drive
- a network server's disk drive
- an Internet server's disk drive
- any of these
A: any of these

Q: A(n _____________________ utility rewrites all the files and folders on a disk drive so they are stored in contiguous sectors in order to improve disk performance.
Feedback: defrag, or defragmetation

Q: A(n)_________________________ is software that can attach itself to other software or to disk media and cause harm to the programs and data stored in a computer.
Feedback: Virus

Q: List three activities that can be performed by a system tune-up utility to improve system performance.
Feedback: Deframent diski, or Clean registry, or Manage startup applications, or Analys-repair and file errors, or optimize windows config and settings

Q: A(n)____________________ is a legal contract between a vendor and a user that governs the use of a software package, such as a utility.
Feedback: License Agreement, or Software License, EULA ~ License Agreement, or Software License, EULA

Q: A(n) __________________________tool is a utility that inventories the software versions installed on a PC to determine compliance with licensing agreements.
Feedback: Audit

Q: List two examples of common network bottlenecks that utility software tools might be able to detect.
Feedback: Heavy Packet vOLUMN; OR , External denial-of-service attacks or processessor or memory overlaod, or content for disk accesses