Chapter 1 – Study Guide

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End-user computing refers to the everyday use of computers for both business and personal use. (True/False)
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True
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The first computers used widely in businesses were available during the 1940s. (True/False)
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False
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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)
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True
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Among the reasons for the growth in decentralized computing was the availability of inexpensive personal computer hardware and productivity software. (True/False)
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True
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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)
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True
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All knowledge workers are computer professionals. (True/False)
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False
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A knowledge worker is another name for a computer user. (True/False)
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False
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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)
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True
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To operate a graphical user interface, a user types keyboard commands to tell a computer which tasks to perform. (True/False)
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False
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The Information Technology department is a modern name for the Data Processing department. (True/False)
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True
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Distributed computing links large-scale systems and personal computers to meet both organizational and individual worker needs.
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False
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Computer departments in most organizations today are called data processing departments. (True/False)
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False
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One way to classify end users is whether they use a computer occasionally, frequently or extensively in their work. (True/False)
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True
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A computer professional in an organization, such as a programmer, is generally considered to be an external user. (True/False)
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False
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PCs that are advertised in newspapers are usually complete end-user systems. (True/False)
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False
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Computer hardware sold today is so reliable it rarely needs repairs or replacement. (True/False)
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False
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A digital camera is an example of a computer peripheral. (True/False)
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True
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Technical support costs are generally included in the purchase price of a computer product, and are therefore free to users. (True/False)
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False
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Training to use a computer is usually a free service. (True/False)
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False
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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)
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True
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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)
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True
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The total cost of ownership of a personal computer is primarily the cost of the hardware part of the system. (True/False)
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False
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A graphics program is used to prepare pictures, charts, maps and diagrams to analyze trends, summarize data, and show relationships visually. (True/False)
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True
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Web site development software package enables users to create, maintain, and update a list of participants in a chat room. (True/False)
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False
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Ergonomics is a field that studies how to make computers financially affordable for end users. (True/False)
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False
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Economics is a field that studies how to design a work environment that promotes employee health, safety, and productivity. (True/False)
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False
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In comparison with technical support, user support deals with a higher-level of troubleshooting and problem. (True/False)
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False
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User support and technical support are two names for the same user support services. (True/False)
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False
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Peer support is a form user support in which users look to their work colleagues for help with computer problems. (True/False)
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True
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Small companies often meet their need for computer support by combining user support with another position. (True/False)
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True
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A help desk provides a single point of contact for computer users in need of support. (True/False)
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True
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An interactive Web-based messaging service that allows two or more online users to communicate is called a chat session. (True/False)
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True
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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)
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True
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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)
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True
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The outsourcing method of support may be combined with an in-house support function in some organizations. (True/False)
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True
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Support staff in a help desk may perform a product marketing and sales function. (True/False)
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True
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Since computer products change constantly, user support staff are not expected to evaluate new products for end users. (True/False)
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False
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User support staff recommend computer products to end users based primarily on the user’s personal product preferences. (True/False)
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False
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Help desks that solve problems for end users rarely get complaints about the features of computer products. (True/False)
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False
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Product support standards are useful because it is impossible for an organization to support every possible hardware and software configuration. (True/False)
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True
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Setting product standards reduces the cost to support computer products. (True/False)
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True
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The purpose of computer product standards is to make the widest possible array of products available to workers in an organization. (True/False)
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False
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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)
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True
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Documentation for end users refers to information available to end users in a printed format. (True/False)
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False
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One goal of an effective computer training class is to eliminate the need for documentation. (True/False)
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False
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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)
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True
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The ability to design an effective local area network is a critical job skill for user support staff members. (True/False)
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False
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A task that a worker can either perform or not perform is called essential knowledge. (True/False)
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False
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The ability to write documentation in English is an important job skill for user support staff members. (True/False)
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True
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A task that an employee can get better at with additional training or experience is called a job skill. (True/False)
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True
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Most user support staff members receive on-the-job training and continuing education. (True/False)
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True
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Which of these was not a primary characteristic of mainframe computer use in the 1950s and 1960s?
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B – Served as an Internet host computer
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Mass-market applications software and personal computer operating became available in the ____.
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C – 1980s
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Businesses and organizations first began to use data communications and network technology to connect computer systems in the ____.
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C – 1980s
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The first PCs were used in businesses and homes in the ____.
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B – 1970s
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Widespread use of the Internet by business and home users first occurred in the ____.
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C – 1980s
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A hardware device that was a first step toward decentralized computing was the ____.
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C – terminal
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Which of these is not one of the trends that led to growth in end users during the 1980s and 1990s?
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D – Increased in the cost of large-scale computer systems
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Which of these categories of workers increased during the 1980s and contributed to growth in the number of computer end users?
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D – Workers in offices who work with information
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Computer technology generally doubles in capacity every two ____.
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B – years
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A distributed computing system usually includes ____.
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D – all of these
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Classifying end users as internal versus external is a classification by ____.
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D – relationship
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An internal user is one who is a(n) ____.
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A – worker in an organization
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Peripheral devices are part of a computer system’s ____.
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A – hardware
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Which of these devices is not a peripheral?
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C – Internal memory
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Which of these categories of computer software can add thousands of dollars to the cost of a computer system?
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C – Specialized software
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Which of these software packages is likely to be the most expensive?
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C – Computer-aided design package
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Due to increased use of the Internet, which of these are likely to increase in the future as a percentage of the total cost of a computer system?
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D – Information costs
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Computer software that helps a user enter, edit, format, store, and print text information is a ____.
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A – word processor
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Applications software used to prepare printed materials that include graphic images, such as newsletters, flyers, brochures, and posters, is called ____.
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B – desktop publishing
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Applications software that helps a user maintain a calendar, appointment book, to-do list, and address book is called a ____.
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D – personal information manager
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A software package used to prepare budgets, reports, forecasts, and financial statements is a ____.
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B – spreadsheet program
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Which of these software packages includes features to present graphical information?
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D – All of these – Desktop publishing program – Word processing program – Spreadsheet program
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A software program that enables users to find and display information stored as HTML pages on the Internet is a(n) ____.
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A – Web browser
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Applications software that enables users to create, maintain, and update Web pages is called ____ software
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C – Web site development
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Applications software that is intended for use in a specialized business environment is called ____.
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B – an industry-specific application
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A computer user who purchases a software package that will not operate on their hardware configuration is a victim of which common computer problem?
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A – Waste of resources
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A computer user who enters an incorrect formula in a spreadsheet that results in a serious error is a victim of which common computer problem?
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D – User mistake
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Theft of information, use of a computer to commit sabotage or embezzlement, and fraudulent use of a computer are examples of ____.
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D – computer crimes
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Making an illegal copy of a software program is called ____.
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C – piracy
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Use of a computer for unauthorized access to information about a customer, patient, or student is called ____.
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D – an invasion of privacy
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A computer virus can be spread through ____.
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D – any of these
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Severe hand or wrist pain due to an inflammation of the tendons in a user’s hand and wrist is called ____.
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B – carpal tunnel syndrome
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Carpal tunnel syndrome is an example of which common computer problem?
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A – Ergonomics
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Which of these is not a primary reason the growth in the demand for user support workers has declined from the 1990s?
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D – Interest rates in the United States were low during the 2000s
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The U.S. Bureau of Labor Statistic forecasts that the number of computer and network support specialist positions in the United States will grow at about ______ percent over the next 10 years.
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C – 20
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The U.S. Bureau of Labor Statistics predicts that the demand for user support workers in the next 10 years will ____.
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D – increase significantly
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Employees who provide informal peer support to other users in an organization ____.
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C – often have little or no training in user support
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An organization that provides a wide range of support services to users is called a(n) ____.
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A – user support center
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A company that contracts with another organization that specializes in user support is using ____.
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A – outsourcing
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Which of these is an advantage to outsourcing as a way to provide user support?
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D – Outsourcing takes advantage of expertise a company does not have
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Which of these is not a service you would expect of a help desk or hotline?
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B – Operate a local area network
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The purpose of support standards is to accomplish all but which of the following?
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B – Expand supported products
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Another name for needs analysis is ____.
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D – needs assessment
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The process of unpacking, setting up, and configuring a new computer system for a user is ____.
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D – system installation assistance
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In order to make effective use of a new or upgraded computer system, a user may require ____.
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A – training
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The user support staff is most likely to experience conflict with the IT department over ____.
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D – application software development
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Which of these responsibilities would you least expect to find in a position description for a user support specialist?
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C – Operates a large-scale computer
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Which of these responsibilities would you least expect to find in a position description for a user support specialist?
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D – Writes computer programs in COBOL
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The position description for the Information Technology Specialist in the USDA in this chapter illustrates that ____.
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A – network support and user support may be combined in a single position
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KSA stands for ____.
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C – knowledge, skills, and abilities

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