PC Help Desk exam 2

question

Which of these sources of hardware problems is not one of the primary categories that account for most hardware support problems
answer

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 ____.
answer

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 ____.
answer

a system burn in test
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A common source of user misunderstanding and subsequent calls to help desks is poorly designed ____.
answer

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.
answer

15
question

A computer product vendor’s response to an RFP usually includes all but which of these?
answer

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 ____.
answer

performance problem
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A hardware component that has its jumper pins set incorrectly is an example of a hardware ____.
answer

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?
answer

Technical knowledge and skills
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A help desk software package that includes asset management can help a support staff control ____.
answer

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 ____.
answer

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 ____.
answer

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 ____.
answer

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 ____.
answer

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) ____.
answer

update
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A situation where two software packages use system resources in incompatible ways is called a(n) ____.
answer

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) ____.
answer

patch
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A software package feature that periodically checks the vendor’s Web site for software updates is called ____.
answer

question

A software package that contains few new features but primarily fixes known bugs in a previous version is called a(n) ____.
answer

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) ____.
answer

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 ____.
answer

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 ____.
answer

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
question

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 ____.
answer

wrong product purchase
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1. A vendor-specific certification is ____.
answer

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 ____.`
answer

ezine
question

An objective test or measurement that computer product evaluators use to compare two or more products is ____.
answer

benchmark
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Another name for the weighted point evaluation method is the ____ method
answer

Kenner-Tregoe
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Benchmark tests on competing products can be used to select ____.
answer

both hardware and software products
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CBT and WBT for those preparing for certification exams are ____ courses.
answer

online tutorial
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Computer hardware components that cannot operate together in the same system are called ____.
answer

incompatible
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During the 1980s, incompatible computer products resulted in ____.
answer

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?
answer

Hard to cross-train employees; productivity was decrease
question

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.
answer

incident screening
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During the early 1980s, ____ word processors competed for market share.
answer

several
question

Hardware or software products that have been announced by vendors but do not actually exist are ____.
answer

vaporware
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HelpSTAR is an example of a(n) ____.
answer

commercial help desk package
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In a HelpSTAR dashboard, Throughput measures ____.
answer

how effectively agents resolved problems
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In help desk jargon, ACD stands for ____.
answer

automated call distributor
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In the early 1980s, significant differences between competing computer products were thought by vendors to have ____.
answer

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?
answer

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
answer

8
question

In the weighted point evaluation method, if more than one support person evaluates competing products, the score a product receives is usually ____.
answer

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 ____.
answer

the highest overall score
question

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?
answer

Drop the product from consideration.
question

Industry agreements that cover how computer components should communicate with the system into which they are installed are called ____.
answer

plug and play standards
question

Major coding mistakes made by programmers when they write software are called ____.
answer

bugs
question

Most hardware components today use which of these strategies to maximize compatibility with computer systems?
answer

plug and play standards
question

Most hardware devices that malfunction today are ____.
answer

question

Most software problems that impact end users occur ____.
answer

during the installation and configuration of the software
question

Network problems are often traceable to ____.
answer

some combination of these
question

One of the first vendor-specific certification programs was offered by ____.
answer

novell
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Objective measures of the user support or help desk operation are called ____.
answer

performance statistics
question

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 ____.
answer

help desk
question

Performance problems in a computer system are usually due to ____ problems.
answer

both a and b
question

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 #.
answer

3214
question

RFP stands for ____.
answer

request for proposal
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Software designed specifically for a highly specialized industry is called ____.
answer

vertical market software
question

Software that is developed collaboratively by a loose-knit team of programmers who agree to distribute the source code without cost is called ____.
answer

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 ____.
answer

malware
question

Support staff can reduce the likelihood of hardware configuration problems today by purchasing ____.
answer

Plug and Play-compatible hardware
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The Computer Technology Industry Association (CompTIA) A+ exam is an example of a ____.
answer

vendor neutral exam
question

The ____ help desk position is normally staffed by an entry-level employee.
answer

incident screener
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The ____ position is unlikely to exist in a help desk that is organized in a multilevel support model.
answer

needs analyst
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The ____ technology trend may change the way computer users access software and data.
answer

cloud computing
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The average time it takes a help desk to respond to incidents is ____.
answer

wait time
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The goal of the multilevel support model is to handle most support incidents at ____.
answer

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 ____.
answer

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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resolution
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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
answer

escalation
question

The primary purpose of help desk performance statistics is to ____.
answer

justify the value and expense of support services
question

The principal concept in the multilevel support help desk model is ____.
answer

none of the above
question

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 ____.
answer

tracking
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The purpose of benchmarks and weighted point evaluation methods is to make the product selection process as ____ as possible
answer

objective
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]The purpose of prescreening an incident is to ____.
answer

determine the type of incident and how the help desk staff will handle it
question

The usual sequence of incident escalation during help desk incident management is ____.
answer

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 ____.
answer

a help desk agent
question

Tools to manage service level agreements (SLAs) in a help desk software package probably are of greatest use to ____.
answer

a help desk manager
question

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?
answer

the Erlang calculation to estimate staffing needs.
question

When a support staff selects general office productivity software such as word processors or spreadsheets, they often use which decision strategy?
answer

Industry standard products
question

Which category of help desk incident is \”My computer runs slowly when I access the Internet with a modem in the evenings\”?
answer

A problem
question

Which letter sequence is the order of the steps below in the incident management process?
answer

ACDB
question

Which letter sequence represents the order of the following steps in the request for proposal process?
answer

DACB
question

Which of the following are more likely to use subjective selection criteria to choose among competing computer products?
answer

small organizations
question

Which of the following does not normally occur during the first step in the incident management process?
answer

Verify that the caller is authorized to call
question

Which of the following forms of communication between a user and an agent is asynchronous?
answer

email
question

Which of the following is not a common type of certification used in the information technology field?
answer

Verification of prior employment during a job interview
question

Which of the following is not a primary benefit of computer industry certification?
answer

Ability to identify a worker whose performance has fallen below industry standards
question

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?
answer

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
answer

directed question
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Which of the following levels of support services likely costs the most to provide to users?
answer

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?
answer

Help desk fees for services
question

Which of these can be examined for industry certification
answer

any of these
question

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
answer

Computer Support Specialists
question

Which of these hardware devices is more likely to fail during the operation of a computer system?
answer

CD or DVD drive
question

Which of these help desk positions is often staffed by an employee with programming or product development experience?
answer

technical support
question

Which of these is an important topic in a help desk staff training program?
answer

all of these
question

Which of these is not a common method used to conduct a user satisfaction survey?
answer

face to face inteviewer
question

Which of these knowledge, skills, and abilities would a help desk manager probably not seek in an applicant for a help desk position?
answer

programming skills
question

Which of these levels of user support is likely to be the most responsive to a user’s needs?
answer

premium support
question

Which of these product evaluation methods uses several criteria of predefined importance to arrive at a numerical score for each competing product?
answer

Weighted point method
question

Which of these proficiencies (KSAs) would a user support manager usually not specify in a position description for a user support position?
answer

Marketing ability
question

Which of these sources of hardware problems is not one of the primary categories that account for most hardware support problems?
answer

Hardware malfunctions
question

Which of these statements is true of Honolulu Community College’s computer support policies described in the chapter?
answer

the college offers a choice of PC and Macintosh computer platforms.
question

Which of these support management concerns directly affects the support staff’s job?
answer

all of these
question

Which of these technology trends may permit a support agent to answer questions about multiple operating systems from a single PC?
answer

virtualization
question

Which of these testing methods is often used in industry certification exams?
answer

computer adaptive test
question

Which of these version numbers is likely the most recent version of a software package?
answer

3.61
question

Which of these ways of organizing a support center has both an expense budget and an income budget?
answer

profit center
question

Which of these would you expect to find as members of a product standards committee?
answer

all of these
question

Which of these would you least expect to find in an organization’s acceptable use guidelines?
answer

A list of approved vendors
question

Which sequence of letters represents the order of the steps below in the weighted point evaluation method
answer

CBDA
question

____ is not a category of management issues covered by the ITIL (Information Technology Infrastructure Library).
answer

Personnel management
question

____ is not a common source of job stress among user support workers.
answer

All of these are common sources

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