ITE 180 exam 2 – Flashcards
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Which of these sources of hardware problems is not one of the primary categories that account for most hardware support problems
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A professional code of ethical behavior
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If a computer, over a period of time, takes longer and longer to perform a task ""such as a File Save operation, it likely has a ____.
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performance problem
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A 48- to 72-hour period during which a system or component is operated nonstop before installation at a user site is ____.
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a system burn in test
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A common source of user misunderstanding and subsequent calls to help desks is poorly designed ____.
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user documentation
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A computer adaptive test may be able to determine a test taker's proficiency level by asking as few as ____ questions.
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15
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A computer product vendor's response to an RFP usually includes all but which of these?
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A description of problems with the competitor's products
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A computer system that operates but does not work as efficiently as it should has a ____.
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performance problem
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A hardware component that has its jumper pins set incorrectly is an example of a hardware ____.
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configuration problem
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A help desk manager would probably emphasize which of these skills in a job search for an advanced technical support staff member?
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Technical knowledge and skills
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A help desk software package that includes asset management can help a support staff control ____.
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an organization equipments inventory
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A help desk structured into levels or tiers of support uses a ____.
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multilevel support model
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A measure of the number of support incidents that can be processed in a given time period, often used in staffing the help desk group, is ____.
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abandonment rate
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A mismatch between the type of printer connected to a system and the software printer driver installed is an example of a ____.
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configuration problem
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A paper-and-pencil or verbal exercise that measures a job applicant's technical understanding and problem-solving ability is a(n) ____
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knowledge and skill test
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A procedure or feature that accomplishes the same result as another feature that does not work correctly due to a software bug is called a ____.
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work around
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A purchasing procedure that invites vendors to submit product and price proposals for a system that meets a user's needs is called a ____.
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request for proposal
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A replacement for one or a few modules in a software package that fixes one or more known bugs is called a(n) ____.
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update
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A situation where two software packages use system resources in incompatible ways is called a(n) ____.
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conflict
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A software company that discovers a bug in an infrequently used feature of a software package is likely to fix the problem by issuing a(n) ____.
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patch
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A software package feature that periodically checks the vendor's Web site for software updates is called ____.
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...
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A software package that contains few new features but primarily fixes known bugs in a previous version is called a(n) ____.
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update
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A substantially rewritten software package that contains major new features is called a(n)
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new version
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A telephone system that can answer calls, greet callers, provide menus, and route calls is a(n) ____.
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automated call distributor
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A user who bypasses the documentation to get a new hardware or software package operational as rapidly as possible is a victim of ____.
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quick start behavior
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A user who expects a software product to be able to perform a task for which it was not intended is a victim of a ____.
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user mistunderstanding
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A user who presses the wrong sequence of keys in a software program is a victim of
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user mistake
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A user who purchases an image scanner that is incompatible with the computer system to which he or she wants to connect it is a victim of ____.
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wrong product purchase
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1. A vendor-specific certification is ____.
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none of these
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An electronic magazine organized like a print publication, but distributed via a Web site, that may contain product reviews and comparisons is called ____.`
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ezine
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An objective test or measurement that computer product evaluators use to compare two or more products is ____.
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benchmark
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Another name for the weighted point evaluation method is the ____ method
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Kenner-Tregoe
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Benchmark tests on competing products can be used to select ____.
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both hardware and software products
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CBT and WBT for those preparing for certification exams are ____ courses.
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online tutorial
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Computer hardware components that cannot operate together in the same system are called ____.
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incompatible
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During the 1980s, incompatible computer products resulted in ____.
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excessive spare parts inventories
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During the 1980s, the number of competing operating systems and software packages had which effects on employee cross-training and productivity?
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Hard to cross-train employees; productivity was decrease
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During the ____ step in the incident management process, an incident is categorized as a request for information, a question, a problem, a complaint, or a work order.
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incident screening
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During the early 1980s, ____ word processors competed for market share.
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several
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Hardware or software products that have been announced by vendors but do not actually exist are ____.
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vaporware
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HelpSTAR is an example of a(n) ____.
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commercial help desk package
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In a HelpSTAR dashboard, Throughput measures ____.
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how effectively agents resolved problems
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In help desk jargon, ACD stands for ____.
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automated call distributor
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In the early 1980s, significant differences between competing computer products were thought by vendors to have ____.
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competitive strengths
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In the weighted point evaluation method, ease of learning and ease of use are examples of which kind of criteria?
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end user needs
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In the weighted point evaluation method, if a product receives a vendor support score of 80 and the weight of the vendor support criterion is 10%, the product gets a weighted score of ____ points for vendor support
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8
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In the weighted point evaluation method, if more than one support person evaluates competing products, the score a product receives is usually ____.
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the average score of all evaluators
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In the weighted point evaluation method, the product that is usually selected is the one with ____.
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the highest overall score
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In the weighted point evaluation method, when two product evaluators disagree about the score for a product, which of these is the least likely strategy?
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Drop the product from consideration.
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Industry agreements that cover how computer components should communicate with the system into which they are installed are called ____.
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plug and play standards
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Major coding mistakes made by programmers when they write software are called ____.
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bugs
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Most hardware components today use which of these strategies to maximize compatibility with computer systems?
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plug and play standards
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Most hardware devices that malfunction today are ____.
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...
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Most software problems that impact end users occur ____.
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during the installation and configuration of the software
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Network problems are often traceable to ____.
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some combination of these
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One of the first vendor-specific certification programs was offered by ____.
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novell
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Objective measures of the user support or help desk operation are called ____.
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performance statistics
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One way to organize user support services in a way that provides a single point of contact for an organization's workers or customers is to use ____.
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help desk
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Performance problems in a computer system are usually due to ____ problems.
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both a and b
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Put the numbered versions of a software package in sequence from the most significant change to the least significant: 1 -" build #, 2 -"" release #, 3 -"" version #," 4 - update #.
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3214
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RFP stands for ____.
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request for proposal
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Software designed specifically for a highly specialized industry is called ____.
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vertical market software
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Software that is developed collaboratively by a loose-knit team of programmers who agree to distribute the source code without cost is called ____.
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open source
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Software with harmful or malicious intent to disrupt the business operation of a computer or network or to steal information or money is called ____.
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malware
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Support staff can reduce the likelihood of hardware configuration problems today by purchasing ____.
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Plug and Play-compatible hardware
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The Computer Technology Industry Association (CompTIA) A+ exam is an example of a ____.
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vendor neutral exam
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The ____ help desk position is normally staffed by an entry-level employee.
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incident screener
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The ____ position is unlikely to exist in a help desk that is organized in a multilevel support model.
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needs analyst
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The ____ technology trend may change the way computer users access software and data.
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cloud computing
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The average time it takes a help desk to respond to incidents is ____.
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wait time
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The goal of the multilevel support model is to handle most support incidents at ____.
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the lower support level
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The incident management step in which a closed incident is stored for later use in a knowledge base of solved problems is called ____.
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archive the incident
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The incident management step in which a user's problem is satisfactorily dealt with is called incident ____.
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...
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The incident management step in which an incident is transferred to a support staff member who has greater experience or resources to handle difficult questions is incident
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escalation
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The primary purpose of help desk performance statistics is to ____.
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justify the value and expense of support services
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The principal concept in the multilevel support help desk model is ____.
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none of the above
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The process of updating the information about an incident as it is processed and as information is added to the incident record is called incident ____.
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tracking
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The purpose of benchmarks and weighted point evaluation methods is to make the product selection process as ____ as possible
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objective
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]The purpose of prescreening an incident is to ____.
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determine the type of incident and how the help desk staff will handle it
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The usual sequence of incident escalation during help desk incident management is ____.
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from technical support to product specialist
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Time management tools in a help desk software package probably have the greatest impact on the productivity of ____.
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a help desk agent
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Tools to manage service level agreements (SLAs) in a help desk software package probably are of greatest use to ____.
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a help desk manager
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User support managers often use which of these strategies to determine how many staff members to hire to handle the volume of support incidents received?
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the Erlang calculation to estimate staffing needs.
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When a support staff selects general office productivity software such as word processors or spreadsheets, they often use which decision strategy?
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Industry standard products
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Which category of help desk incident is "My computer runs slowly when I access the Internet with a modem in the evenings"?
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A problem
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Which letter sequence is the order of the steps below in the incident management process?
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ACDB
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Which letter sequence represents the order of the following steps in the request for proposal process?
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DACB
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Which of the following are more likely to use subjective selection criteria to choose among competing computer products?
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small organizations
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Which of the following does not normally occur during the first step in the incident management process?
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Verify that the caller is authorized to call
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Which of the following forms of communication between a user and an agent is asynchronous?
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email
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Which of the following is not a common type of certification used in the information technology field?
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Verification of prior employment during a job interview
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Which of the following is not a primary benefit of computer industry certification?
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Ability to identify a worker whose performance has fallen below industry standards
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Which of the following kinds of questions gives an applicant for a help desk position a specific problem to solve that is representative of situations that help desk agents actually encounter?
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Scenario question
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Which of the following kinds of questions is designed to determine whether a help desk job applicant has specific educational and work experience required for a position
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directed question
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Which of the following levels of support services likely costs the most to provide to users?
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Premium level services
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Which of these aspects of help desk operation would not normally be covered in a user support mission statement?
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Help desk fees for services
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Which of these can be examined for industry certification
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any of these
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Which of these categories of workers is expected to increase at about the same rate as employment in the U.S. economy over the next decade
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Computer Support Specialists
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Which of these hardware devices is more likely to fail during the operation of a computer system?
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CD or DVD drive
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Which of these help desk positions is often staffed by an employee with programming or product development experience?
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technical support
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Which of these is an important topic in a help desk staff training program?
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all of these
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Which of these is not a common method used to conduct a user satisfaction survey?
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face to face inteviewer
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Which of these knowledge, skills, and abilities would a help desk manager probably not seek in an applicant for a help desk position?
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programming skills
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Which of these levels of user support is likely to be the most responsive to a user's needs?
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premium support
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Which of these product evaluation methods uses several criteria of predefined importance to arrive at a numerical score for each competing product?
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Weighted point method
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Which of these proficiencies (KSAs) would a user support manager usually not specify in a position description for a user support position?
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Marketing ability
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Which of these sources of hardware problems is not one of the primary categories that account for most hardware support problems?
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Hardware malfunctions
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Which of these statements is true of Honolulu Community College's computer support policies described in the chapter?
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the college offers a choice of PC and Macintosh computer platforms.
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Which of these support management concerns directly affects the support staff's job?
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all of these
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Which of these technology trends may permit a support agent to answer questions about multiple operating systems from a single PC?
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virtualization
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Which of these testing methods is often used in industry certification exams?
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computer adaptive test
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Which of these version numbers is likely the most recent version of a software package?
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3.61
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Which of these ways of organizing a support center has both an expense budget and an income budget?
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profit center
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Which of these would you expect to find as members of a product standards committee?
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all of these
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Which of these would you least expect to find in an organization's acceptable use guidelines?
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A list of approved vendors
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Which sequence of letters represents the order of the steps below in the weighted point evaluation method
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CBDA
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____ is not a category of management issues covered by the ITIL (Information Technology Infrastructure Library).
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Personnel management
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____ is not a common source of job stress among user support workers.
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All of these are common sources
