Wake Tech CTS
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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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A measure of the number of support incidents that can be handled in a given time period, often used in staffing the help desk group is
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An Erlang Unit
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Which of these categories of workers is expected to increase at about the same rate as employment in the US economy over the next decade?
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Computer Support Specialists
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The Computer Technology Industry Association (CompTIA) A+ exam is an example of
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a vendor neutral system
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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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Use an erlang calculation to estimate staffing needs
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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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Fees for help desk services
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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 Interview
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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 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 can be tested for industry certification?
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any of these
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A help desk manager would probably emphasize which of these skills in a job search for an advanced support position?
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Technical knowledge and skills
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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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Objective measures of the user support or help desk operation are called
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performance statistics
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\"Act with integrity and honesty in dealing with the public, end users, coworkers, management and competitors\", would likely be covered in:
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A professional code of ethical behavior
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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 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 testing methods is often used in industry certification exams?
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Computer adaptive test
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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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Which of these support management concerns directly affects the support staff's job?
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All of these
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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 skills test
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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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CBT or WBT for those preparing for certification exams are ____ courses.
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online turotial
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A vendor-specific certification is ____.
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none 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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The average time it takes a help desk to respond to incidents is ____.
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Wait Time
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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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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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RFP stands for
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request for protocol
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Which of these statements is true of University of Texas Arlington's technology 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 sequence of letters represents the order of the steps below in the weighted point evaluation method? a) compute the total ratings for each product b) assign a weight to the importance of each criteria c) decide on the evaluation criteria d) weight the product ratings for each criterion by the importance of the criterion
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C,B,D,A 1, Decide on the evaluation criteria 2, Assign a weight to the importance of each criteria 3, weight the product ratings for each criterion by the importance of the criterion 4, compute the total ratings for each product
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During the 1980's, 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 decreased
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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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Software designed specifically for a highly specialized industry is called ____.
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vertical market software
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During the early 1980's, ____ word processors competed for market share.
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several
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A technology product vendor's response to an RFP usually includes all but which of these>
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A description of problems with the competitors product's
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The purpose of benchmarks and weighted point evaluation methods is to m make the product selection process as ____ as possible
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objective
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In the weighted point product 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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An electronic magazine organized like a print publication, but distributed via a website, that may contain product reviews and comparisons is called ____.
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An ezine
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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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A purchasing procedure that invites vendors to submit product and prices for new technology that meets a user's needs is called a ____.
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Request for Proposal
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Which letter sequence represents the order of the following steps in the request for proposal process? a) send RFP to vendors b) develop product specifications c) evaluate RFP responses against criteria d) define selection criteria
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B,D,A,C 1, Develop product specifications 2, Define selection criteria 3, send RFP to vendors 4, evaluate RFP responses against criteria
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In the weighted point product 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 early 1980s, significant differences between competing computer products were though by vendors to have ____.
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Competitive strengths
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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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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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An objective test or measurement that technology product evaluators use to compare two or more products is a ____.
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Benchmark
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Social learning (peer-to-peer) is most common in which learning format?
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Small groups/teams
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Performance objectives for a training session should be ____.
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measurable
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A trainee who learns best by listening to an explanation of a task is called a(n)
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auditory learner
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A software tool that automates many of the tasks associated with a training program, such as authoring, testing, and administration, is a ____.
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learning management system
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A small group training session usually includes ____ trainees.
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12 or fewer
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Which of these learning methods results in the highest retention and trainee performance
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problem solve
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Which statement accurately describes the costs associated with tutorials as a training delivery method?
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The development cost is high, but the cost per user is low.
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The purpose of a beta test run of a training presentation is to ____.
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identify and fix trouble spots in the presentation
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One way to explain the different goals of training and education is ____.
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training may be short term education is usually longer term
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The outcomes of education and training are generally measured and evaluated in which of the following ways?
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Training measures one's ability to perform tasks Education measures one's ability to explain concepts
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Which of the sequences below ranks the cognitive skills in Bloom's Taxonomy from simple to complex? A) Know B) Analyze C) Synthesize D) Evaluate
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A, B, C, D Know Analyze Synthesize Evaluate
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Which of these learning modes generally results in the lowest retention and poorest trainee performance?
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Listening
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Which of these is not one of the steps in the training process?
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Perform
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Which of these skill levels deals with the meanings of the words people use to exchange information about a subject?
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Concepts and Understanding
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In which training format are differences in skill levels among trainees a common problem for trainers?
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Classes
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Compared with education, the primary goal of training is to ____.
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perform tasks and build expertise
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Which is true of small groups training versus larger classes?
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More individual assistance is available
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Trainers should aim the level of the training at ____.
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somewhat below the average level
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Multimedia materials are a combination of ____.
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any of these
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In the early part of a training session, how should the topics below be organized into a sequence? A) present new material B) establish motivation C) introduce new topic D) review previous topic
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DCBA review previous topics, introduce new topics, establish motivation, present new material
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Web based training is most similar to which of these other training delivery methods?
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Computer-based training
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During which step in a training session should a trainer provide pointers to additional information and resources for trainees who are interested?
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Describe next steps
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A trainee who learns best by seeing a demonstration is called a(n) ____.
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Visual Learner/nonverbal
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In a cost-benefit analysis, operating costs are ____ costs.
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ongoing
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Which sequence of letters represents the correct order of the following four steps in the user needs analysis process? A) investigate alternatives to the current technology B) make a build-versus-buy decision C) identify sources of information D) understand the organization's goals
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D,C,A,B 1, Understand the organizations goals 2, Identify sources of information 3, investigate alternatives to the current technology 4, make a build-versus-buy decision
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Which sequence of letters below is the order of steps in managing a special project? A) monitor B) plan C) terminate D) define E) implement
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D,B,E,A,C Define, Plan, Implement, Monitor, Terminate
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An alternative identified in a needs analysis that solves a problem in a reasonable way, but not necessarily the best way is a(n) ____ solution.
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Satisficing
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____ feasibility considers analysis of the existing technology or operational procedures that new technology must interact with.
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Operational
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Which of the following tools can be used to build a prototype of new technology to evaluate its design?
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Microsoft Access
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A working model that a support analyst builds to help users evaluate the design of new technology is called a(n) ____.
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prototype
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In a user needs assessment project, an analyst tries to understand the organizational goals, the decision criteria, the roles of stakeholders, and the sources of information during which of these phases?
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Preparation
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Which of these is not among the special project risk factors described in the chapter?
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Vendor Bankruptcy
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The end result of a user needs assessment project that recommends the purchase, modification, upgrade, or building new technology is called a ____.
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deliverable
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____ feasibility considers project risks due to reliance on a new, untested software package
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Technological
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A project planning tool that shows basic information about each project task as horizontal bars on a timeline graph is called a ____.
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Grantt chart
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Which of these is a primary benefit of buying off-the-shelf technology?
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Mass market often lowers costs
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Written instructions that describe how to perform a business transaction or handle an organizational procedure are called ____.
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procedure documentation
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During which stage in the management of a special support project does a project manager write a final project report?
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Termination
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In a cost benefit analysis, the use of technology to lower inventory costs is an example of a(n) ____.
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reduction of expenses
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A short narrative statement that describes the objectives, scope, methods, participants, deliverables, and timeline for a needs assessment project is a ____.
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project charter
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In a cost benefit analysis, a software package that permits an organization to offer its customers expanded services would be considered an opportunity to ____.
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Increase Revenue
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A balance sheet that weighs the expenses associated with a technology solution against the advantages of the solution to the organization is called a ____.
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cost benefit analysis
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Which of these is a primary benefit of building new technology from scratch (versus buying one)?
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Custom solutions may have features that provide a competitive advantage
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In a cost benefit analysis, the payback period is ____.
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the rime it takes for benefits to exceed costs
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In a cost benefit analysis, the development or purchase of software is generally considered a(n) ____.
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acquisition cost
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A schematic diagram that uses symbols to represent the parts of a system or office procedure is a(n) ____.
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flowchart
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An uninterruptible power supply contains a ____.
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battery
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The best location for a peripheral, such as a printer, that a user accesses frequently is ____.
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within arm's reach of the user in a normal working position
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Smudges on a laptop display screen can be cleaned periodically with ____.
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isopropyl alcohol
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The purpose of a preinstallation site visit is to ____.
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anticipate possible installation problems
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Which of these application software installation options installs the most commonly used set of features and capabilities?
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Express
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Dirt on computer keyboards can be cleaned with ____.
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isopropyl alcohol
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Most operating systems are now distributed on ____.
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CDs or DVDs
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The relationship between carpal tunnel syndrome and repetitive strain injuries is summarized by which of the following sentences?
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All carpal tunnel injuries are repetitive strain injuries
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Which of these application software installation options is likely to ask the most questions of the installer and require the greatest expertise?
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Custom
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Which of these computer cases has the largest footprint?
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Desktop ATX case
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When an HVAC technician considers the air conditioning requirements for a computer facility, the technician calculates the ____.
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wattage
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Compared to other parts, the nuts and bolts in a computer system tend to be ____.
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small
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A display screen should be positioned so that it ____.
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is at a 90-degree angle to the light source
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Which type of cleaner is generally not recommended for use on laptop display screens?
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Isopropyl alcohol
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Which of these is not a common physical access control used in computer facilities?
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Internet firewall
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Which of these is an ergonomic device?
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All of these
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A user's forearms should extend ____ to a keyboard.
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down slightly
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In a computer facility, a UPS is a(n) ____.
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uninterruptible power supply
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Designing computer systems and laying out workspaces to minimize health problems and maximize worker safety, productivity, and comfort is called ____.
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ergonomics
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Utility software, such as virus checker, screen saver, and security software, is usually installed on a computer system immediately ____.
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after the operating system is installed
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Before a support specialist installs an application software package, he or she should ____.
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close all open programs
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A tool used by computer installers to remove the case from a computer is a ____.
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nut driver
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A disaster management tool that can provide an organization with additional financial resources at the time an unforeseen event occurs is ____.
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business interruption insurance
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Training opportunities are normally reviewed with a user during ____.
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an installation wrap-up
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Fire extinguishers purchased for use around computer equipment should be rated for ____ fires.
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electrical
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Recommended preventive maintenance for a computer printer often includes ____.
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vacuuming printer dust inside the case
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A device that regulates the electrical power on a circuit into which a computer will be connected is a(n) ____.
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power conditioner
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The monitor connected to a computer system should be located so a user does not have to look ____.
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up slightly
