Question 1

End-user computing refers to the everyday use of computers for both business and personal use. (True/False)

Accepted Answer

True

Question 2

The first computers used widely in businesses were available during the 1940s. (True/False)

Accepted Answer

False

Question 3

The goal of transaction processing on early computers was to replace as much manual processing of business information as possible with automated processing. (True/False)

Accepted Answer

True

Question 4

Among the reasons for the growth in decentralized computing was the availability of inexpensive personal computer hardware and productivity software. (True/False)

Accepted Answer

True

Question 5

The applications development backlog was due to the inability of computer professionals to design and write programs fast enough to keep up with the demand for new applications. (True/False)

Accepted Answer

True

Question 6

All knowledge workers are computer professionals. (True/False)

Accepted Answer

False

Question 7

A knowledge worker is another name for a computer user. (True/False)

Accepted Answer

False

Question 8

Use of a computer\'s graphical user interface means that users no longer have to remember which command to enter to perform a task. (True/False)

Accepted Answer

True

Question 9

To operate a graphical user interface, a user types keyboard commands to tell a computer which tasks to perform. (True/False)

Accepted Answer

False

Question 10

The Information Technology department is a modern name for the Data Processing department. (True/False)

Accepted Answer

True

Question 11

Distributed computing links large-scale systems and personal computers to meet both organizational and individual worker needs.

Accepted Answer

False

Question 12

Computer departments in most organizations today are called data processing departments. (True/False)

Accepted Answer

False

Question 13

One way to classify end users is whether they use a computer occasionally, frequently or extensively in their work. (True/False)

Accepted Answer

True

Question 14

A computer professional in an organization, such as a programmer, is generally considered to be an external user. (True/False)

Accepted Answer

False

Question 15

PCs that are advertised in newspapers are usually complete end-user systems. (True/False)

Accepted Answer

False

Question 16

Computer hardware sold today is so reliable it rarely needs repairs or replacement. (True/False)

Accepted Answer

False

Question 17

A digital camera is an example of a computer peripheral. (True/False)

Accepted Answer

True

Question 18

Technical support costs are generally included in the purchase price of a computer product, and are therefore free to users. (True/False)

Accepted Answer

False

Question 19

Training to use a computer is usually a free service. (True/False)

Accepted Answer

False

Question 20

Ads for $500 computers may mislead purchasers because hardware costs account for only about 20% of the total cost of a computer system over a period of years. (True/False)

Accepted Answer

True

Question 21

Total cost of ownership of a computer system includes all of the costs to purchase, upgrade, and support a computer system over its expected useful lifetime. (True/False)

Accepted Answer

True

Question 22

The total cost of ownership of a personal computer is primarily the cost of the hardware part of the system. (True/False)

Accepted Answer

False

Question 23

A graphics program is used to prepare pictures, charts, maps and diagrams to analyze trends, summarize data, and show relationships visually. (True/False)

Accepted Answer

True

Question 24

Web site development software package enables users to create, maintain, and update a list of participants in a chat room. (True/False)

Accepted Answer

False

Question 25

Ergonomics is a field that studies how to make computers financially affordable for end users. (True/False)

Accepted Answer

False

Question 26

Economics is a field that studies how to design a work environment that promotes employee health, safety, and productivity. (True/False)

Accepted Answer

False

Question 27

In comparison with technical support, user support deals with a higher-level of troubleshooting and problem. (True/False)

Accepted Answer

False

Question 28

User support and technical support are two names for the same user support services. (True/False)

Accepted Answer

False

Question 29

Peer support is a form user support in which users look to their work colleagues for help with computer problems. (True/False)

Accepted Answer

True

Question 30

Small companies often meet their need for computer support by combining user support with another position. (True/False)

Accepted Answer

True

Question 31

A help desk provides a single point of contact for computer users in need of support. (True/False)

Accepted Answer

True

Question 32

An interactive Web-based messaging service that allows two or more online users to communicate is called a chat session. (True/False)

Accepted Answer

True

Question 33

An advantage of assigning primary responsibility for user support to the IT department is that all computer activities are combined and users know who to contact about various computer problems. (True/False)

Accepted Answer

True

Question 34

A disadvantage to organizing user support under the IT department is that IT staff often have priorities other than user support that they feel are more important. (True/False)

Accepted Answer

True

Question 35

The outsourcing method of support may be combined with an in-house support function in some organizations. (True/False)

Accepted Answer

True

Question 36

Support staff in a help desk may perform a product marketing and sales function. (True/False)

Accepted Answer

True

Question 37

Since computer products change constantly, user support staff are not expected to evaluate new products for end users. (True/False)

Accepted Answer

False

Question 38

User support staff recommend computer products to end users based primarily on the user\'s personal product preferences. (True/False)

Accepted Answer

False

Question 39

Help desks that solve problems for end users rarely get complaints about the features of computer products. (True/False)

Accepted Answer

False

Question 40

Product support standards are useful because it is impossible for an organization to support every possible hardware and software configuration. (True/False)

Accepted Answer

True

Question 41

Setting product standards reduces the cost to support computer products. (True/False)

Accepted Answer

True

Question 42

The purpose of computer product standards is to make the widest possible array of products available to workers in an organization. (True/False)

Accepted Answer

False

Question 43

User support staff often have more resources, tools, and expertise to install a computer system faster and with fewer errors than an end user. (True/False)

Accepted Answer

True

Question 44

Documentation for end users refers to information available to end users in a printed format. (True/False)

Accepted Answer

False

Question 45

One goal of an effective computer training class is to eliminate the need for documentation. (True/False)

Accepted Answer

False

Question 46

Most user support groups do not provide software programming as a service to their users; although, they may be able to assist with some aspects of application development projects. (True/False)

Accepted Answer

True

Question 47

The ability to design an effective local area network is a critical job skill for user support staff members. (True/False)

Accepted Answer

False

Question 48

A task that a worker can either perform or not perform is called essential knowledge. (True/False)

Accepted Answer

False

Question 49

The ability to write documentation in English is an important job skill for user support staff members. (True/False)

Accepted Answer

True

Question 50

A task that an employee can get better at with additional training or experience is called a job skill. (True/False)

Accepted Answer

True

Question 51

Most user support staff members receive on-the-job training and continuing education. (True/False)

Accepted Answer

True

Question 52

Which of these was not a primary characteristic of mainframe computer use in the 1950s and 1960s?

Accepted Answer

B - Served as an Internet host computer

Question 53

Mass-market applications software and personal computer operating became available in the ____.

Accepted Answer

C - 1980s

Question 54

Businesses and organizations first began to use data communications and network technology to connect computer systems in the ____.

Accepted Answer

C - 1980s

Question 55

The first PCs were used in businesses and homes in the ____.

Accepted Answer

B - 1970s

Question 56

Widespread use of the Internet by business and home users first occurred in the ____.

Accepted Answer

C - 1980s

Question 57

A hardware device that was a first step toward decentralized computing was the ____.

Accepted Answer

C - terminal

Question 58

Which of these is not one of the trends that led to growth in end users during the 1980s and 1990s?

Accepted Answer

D - Increased in the cost of large-scale computer systems

Question 59

Which of these categories of workers increased during the 1980s and contributed to growth in the number of computer end users?

Accepted Answer

D - Workers in offices who work with information

Question 60

Computer technology generally doubles in capacity every two ____.

Accepted Answer

B - years

Question 61

A distributed computing system usually includes ____.

Accepted Answer

D - all of these

Question 62

Classifying end users as internal versus external is a classification by ____.

Accepted Answer

D - relationship

Question 63

An internal user is one who is a(n) ____.

Accepted Answer

A - worker in an organization

Question 64

Peripheral devices are part of a computer system\'s ____.

Accepted Answer

A - hardware

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