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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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The Information Technology department is a modern name for the Data Processing department. True False
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True
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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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Ads for $500 computers may mislead purchasers because hardware costs account for only about 20 percent of the total cost of a computer system over a period of years. True False
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True
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A computer virus is a program that can destroy information in a computer or adversely affect the operation of a system. True False
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True
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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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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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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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User support staff recommend computer products to end users based primarily on each user's personal product preferences. 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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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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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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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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Which of these was not a primary characteristic of computer use in the 1950s and 1960s? a. Served as an Internet host computer b. Located at a central site c. Programmed and operated by computer professionals d. Used to automate transaction processing and prepare management reports
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a. Served as an Internet host computer
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Businesses and organizations first began to use data communications and network technology to connect computer systems in the ____. a. 1960s b. 1970s c. 1980s d. 1990s
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b. 1970s
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Widespread use of the Internet by business and home users first occurred in the ____. a. 1960s b. 1970s c. 1980s d. 1990s
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c. 1980s
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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? a. Increase in the number of knowledge workers b. Increase in the cost of large-scale computer systems c. Availability of inexpensive microcomputers d. Availability of inexpensive productivity software
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a. Increase in the number of knowledge workers
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Computer technology generally doubles in capacity every two ____. a. years b. centuries c. weeks d. decades
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a. years
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Classifying end users as internal versus external is a classification by ____. a. relationship b. environment c. skill level d. frequency of use
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a. relationship
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Peripheral devices are part of a computer system's ____. a. supplies b. hardware c. application software d. operating system
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b. hardware
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Which of these categories of computer software can add thousands of dollars to the cost of a computer system? a. Mass-market software b. Operating system c. Application software d. Specialized software
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d. Specialized software
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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? a. Supply costs b. Hardware maintenance costs c. Information costs d. Software upgrade costs
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c. Information costs
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Application software used to prepare printed materials that include graphic images, such as newsletters, flyers, brochures, and posters, is called ____. a. graphical user interface b. personal information manager c. word processing d. desktop publishing
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d. desktop publishing
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A software package used to prepare budgets, reports, forecasts, and financial statements is a ____. a. desktop publishing program b. Web browser c. spreadsheet program d. database management program
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c. 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) ____. a. word processor b. Web browser c. desktop publisher d. electronic mail program
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b. Web browser
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Application software that is intended for use in a specialized business environment is called ____. a. a customized application b. an enterprise application c. an industry-specific application d. an MIS application
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c. an industry-specific application
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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? a. User mistake b. Waste of resources c. Theft of resources d. Computer crime
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a. User mistake
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Making an illegal copy of a software program is called ____. a. piracy b. shareware c. a user mistake d. an invasion of privacy
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a. piracy
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A computer virus can be spread through ____. a. downloaded software b. the Internet c. email attachments d. any of these
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d. any of these
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Carpal tunnel syndrome is an example of which common computer problem? a. Mistakes b. Ergonomics c. Viruses d. Data loss
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b. Ergonomics
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The U.S. Bureau of Labor Statistics 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. a. 1 to 2 b. 5 c. 20 d. 50
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c. 20
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Employees who provide informal peer support to other users in an organization ____. a. are often well-trained to provide support b. often have little or no training in user support c. are often highly-trained computer professionals d. often have little interest in computers
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b. 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 ____. a. peer support center b. user support center c. hotline d. help desk
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b. user support center
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Which of these is an advantage of outsourcing as a way to provide user support? a. Outsourcing takes advantage of expertise a company does not have. b. Outsourcing is a low-cost support method. c. Outsourcing facilitates on-site assistance. d. Outsourcing develops in-house support expertise.
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a. Outsourcing takes advantage of expertise a company does not have.
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The purpose of support standards is to accomplish all but which of the following? a. Control supported products b. Expand supported products c. Limit supported products d. Recommend supported products
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b. Expand supported products
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The process of unpacking, setting up, and configuring a new computer system for a user is ____. a. user orientation b. system purchase assistance c. system installation assistance d. system assembly
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c. system installation assistance
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The user support staff is most likely to experience conflict with the IT department over ____. a. PC installation assistance b. writing documentation for end users c. troubleshooting problems for end users d. application software development
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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? a. Analyzes user requirements b. Writes computer programs in COBOL c. Trains users d. Writes documentation
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b. Writes computer programs in COBOL
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KSA stands for ____. a. kernel standard arithmetic b. knowledge, skills, and abilities c. knowledgeable support assistant d. known software attribute
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b. knowledge, skills, and abilities
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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
