Help Desk Concepts 8-9

Front 1

True or False? The goals and objectives of an organization are usually long-term and do not normally impact decisions about a user's immediate needs for technology solutions and services.

Back 1

False

Front 2

Which of the following is not a primary step in the needs analysis and assessment process?

a. preparation

b. investigation

c. decision

d. purchase

Back 2

purchase

Front 3

True or False? A payroll clerk usually makes the final decision about whether or not a new payroll software application is needed.

Back 3

False

Front 4

In a users needs assessment project, the fact that an organization is uncomfortable with risks due to reliance on a new, untested software application would be considered part of:

a. economic feasibility

b. operational feasibility

c. technological feasibility

d. timeline feasibility

Back 4

technological feasibility

Front 5

True or False? Some problems that user support analysts investigate turn out to be organizational problems instead of technology problems.

Back 5

True

Front 6

Which sequence of numbers represents the correct order of the following four steps in the user needs analysis process? (1) investigate alternatives to the current technology, (2) make a build-versus-buy decision, (3) identify sources of information, (4) understand the organization's goals

a. 1-2-3-4

b. 4-3-2-1

c. 3-1-4-2

d. 4-3-1-2

Back 6

4-3-1-2

Front 7

True or False? When making a decision about a new technology or service, an organization must consider what is feasible in terms of time, staffing, money, and technology.

Back 7

True

Front 8

True or False? In a users needs assessment project, software requirements should generally be considered first, followed by hardware needs.

Back 8

True

Front 9

A(n) ________ considers whether to purchase a solution off the shelf or construct one from scratch.

Back 9

build-versus-buy decision

Front 10

A narrative or diagram that describes a structure and operation of existing or proposed technology is called a:

a. prototype

b. layout

c. model

d. report

Back 10

model

Front 11

A(n) ________ is the end result of an analysis project that recommends purchase, modification, upgrade, or construction of a technology solution.

Back 11

deliverable

Front 12

True or False? A turnkey system is a package that includes hardware, software, network connectivity, and support services from a single vendor.

Back 12

True

Front 13

True or False? The build-versus-buy decision in a needs analysis project applies primarily to computer hardware.

Back 13

False

Front 14

True or False? A cost-benefit analysis is often in the form of a side-by-side comparison of the expenses and payoffs associated with a potential solution.

Back 14

True

Front 15

In a cost-benefit analysis, the development or purchase of software is generally considered a(n):

a. acquisition cost

b. operating cost

c. reduction of expenses

d. intangible cost

Back 15

acquisition cost

Front 16

A(n) _______ is a written narrative that describes the objectives, scope, methods, participants, deliverables, and timeline for a needs assessment project.

Back 16

project plan, charter

Front 17

A(n) _______ is a schematic diagram that uses symbols to represent the parts of a computer or network system.

Back 17

flowchart

Front 18

True or False? A Gantt chart allows a project manager to ask what-if questions about how change in resources impact the timeline of a project.

Back 18

True

Front 19

An _______ is a project or step that must be completed before another task can begin.

a. Gantt task

b. successor task

c. satisficing task

d. predecessor task

Back 19

predecessor task

Front 20

Stakeholders in a needs assessemnet project are most likely:

a. end users

b. managers

c. support analysts

d. all of these

Back 20

. all of these

Front 21

The purpose of a preinstallation site visit is to:

a. anticipate possible installation problems

b. get acquainted with the user

c. prepare a user needs assessment

d. complete a wrap-up checklist

Back 21

anticipate possible installation problems

Front 22

The length times the width of a computer case is called its ________

Back 22

footprint

Front 23

True or False? A keyboard placed on a standard height office desk (30") can cause user discomfort because the angel of the user's wrists at the keyboard is unnatural.

Back 23

True

Front 24

The display screen connected to a PC should be located so a user looks:

a. up slightly

b. straight ahead

c. down slightly

d. any of these positions is okay

Back 24

. down slightly

Front 25

________ deals with how to design hardware, software, and workspaces to minimize health problems and maximize worker safety, productivity, and job satisfaction.

Back 25

Ergonomics

Front 26

True or False? Wrist and finger pain is usually the result of a mouse that needs maintenance.

Back 26

False

Front 27

True or False? Most hardware devices function well, even if the quality of electrical power is very poor.

Back 27

False

Front 28

A(n) ________ is an electrical device that permits a user to power on an entire computer system with one switch.

Back 28

power strip, surge protector, surge suppressor

Front 29

True or false? To calculate the air conditioning requirements for computer equipment, an HVAC specialist considers the heat generated by both the equipment and its users.

Back 29

True

Front 30

Before a hardware device is plugged into an outlet for the first time, the outlet should be checked:

a. by a licensed electrician

b. with an LED tester

c. by the local electric utility

d. all of these

Back 30

with an LED tester

Front 31

The display screen on which of these devices can be cleaned with isopropyl alcohol?

a. CRT-type monitor

b. tablet screen

c. LED display screen

d. smartphone screen

Back 31

CRT-type monitor

Front 32

True or False? Support specialists may needs to add or delete from site installation checklist, such as those in this chapter, because user and support needs change over time.

Back 32

True

Front 33

A site management notebook is especially useful in:

a. a home PC installation

b. a standalone PC installed in an office

c. multiple PCs installed in an office or training facility

d. none of these

Back 33

multiple PCs installed in an office or training facility

Front 34

An antistatic wrist strap is designed to:

a. protect the safety of a support technician

b. reduce the risk of damage to electronic components

c. reduce the risk of fire due to static spark

d. reduce the risk of shock if the computer is not unplugged

Back 34

reduce the risk of damage to electronic components

Front 35

________ is an industry standard that helps an operating system automatically recognize the configuration and operating characteristics of many hardware devices.

Back 35

Plug and Play

Front 36

True or False? A support specialist who installs application software must edit the system Registry and configuration files manually before the software will operate correctly.

Back 36

False

Front 37

A software ________ is required to ensure that an application can be legally installed on a system.

Back 37

license, site license

Front 38

A(n) ________ tries to answer the question: " What steps will an organization take in the event that an emergency occurs?"

Back 38

disaster recovery, contingency plan

Front 39

Which of the following electrical devices contains a battery backup?

a. a PC power supply

b. a power conditioner

c. a surge protector

d. an uninterruptible power supply

Back 39

. an uninterruptible power supply

Front 40

True or False? Removing a recycled PC's hard drive and physically destroying it is an effective method to insure that confidential personal or corporate information is safeguarded.

Back 40

True