Fundamentals Of Desktop Support Quiz 2

Front 1

True or False
Even when an incident is escalated to a higher level tier in the multilevel support model, the help desk agent who initiated the incident retains ownership of it.

Back 1

False

Front 2

A dashboard is a visual display to alert each help desk agent that incidents assigned to him or her are waiting to be handled. true or false

Back 2

false

Front 3

In smaller organizations, support specialists may perform some user support management tasks, such as project leader, supervisor, or user support manager. True or False

Back 3

True

Front 4

Although end users benefit from training, help desk staff are generally self-taught and usually do not benefit from an ongoing training program. tRue or fAlse

Back 4

fAlse

Front 5

User support professionals generally depend on their employers for 100% of their training and professional development needs. trUe or faLse

Back 5

faLse

Front 6

One benefit of help desk certification is an automatic increase to step 2 in starting pay for an entry-level agent. truE or falSe

Back 6

falSe

Front 7

During the 1980s, support costs were kept to a minimum in many organizations by offering training courses that covered several different hardware and software platforms in the same class. truE or falsE

Back 7

falsE

Front 8

Permitting employees to purchase whichever computer system they need may maximize purchasing flexibility, but it can increase support and maintenance costs to an organization. tRue or fAlse

Back 8

tRue

Front 9

Organizations that have specialized software needs generally select products from among the mass market, bestselling products. TRUE OR FALSE

Back 9

FALSE

Front 10

The goal of computer product standards is to define a clear, one-product-fits-all-needs approach to product selection. TRue or FAlse

Back 10

FAlse

Front 11

The _________ position is unlikely to exist in a help desk that is organized in a multilevel support model.

Back 11

needs analyst

Front 12

The usual sequence of incident escalation during help desk incident management is:

Back 12

from incident screener to product specialist

Front 13

Which of the following does not normally occur during the first step in the incident management process?
a. Provide the name of the support specialist
b. Ask the name of the caller
c. Verify that the caller is authorized to call
d. All of these can occur

Back 13

Verify that the caller is authorized to call

Front 14

Which letter sequence is the order of the steps below in the incident management process?
A. Authenticate the user
B. Archive the incident
C. Log the incident
D. Prioritize the problem

Back 14

A, C, D, B

Front 15

The purpose of prescreening an incident is to:

Back 15

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

Front 16

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

Back 16

A problem

Front 17

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.

Back 17

incident screening

Front 18

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 ___

Back 18

tracking

Front 19

The incident management step in which a closed incident is stored for later use in a knowledge base of solved problems is called:

Back 19

archive the incident

Front 20

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

Back 20

Personnel management

Front 21

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

Back 21

Inadequate training, abusive users, and inadequate resources

Front 22

A help desk software package that includes asset management can help a support staff control :

Back 22

an organization's equipment inventory

Front 23

In a HelpSTAR dashboard, Throughput measures _______

Back 23

the volume of incidents in various categories

Front 24

In help desk jargon, ACD stands for :

Back 24

automated call distributer

Front 25

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

Back 25

Email

Front 26

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

Back 26

virtualization

Front 27

Which of these support management concerns directly affects the support staff's job?
A. The support mission statement,
B. support performance measures,
C. staffing the support group
D. all of the above

Back 27

all of the above

Front 28

What aspect of help desk operation would not normally be covered in a user support mission statement?

Back 28

help desk fees for services

Front 29

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:

Back 29

an Erlang unit

Front 30

User support managers often use which strategies to determiine how many staff members to hire to handle the volume of support incidents received?

Back 30

Use an Erlang calculation to estimate staffing needs

Front 31

A help desk manager would probably emphasize what skills in a job search for an advanced technical support staff member?

Back 31

Technical knowledge and skills

Front 32

Which 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?

Back 32

Scenario questions

Front 33

What is not a common method used to conduct a user satisfaction survey?

Back 33

Face-to-face interview

Front 34

One of the first vendor-specific certification programs was offered by:

Back 34

Novell

Front 35

The Computer Technology Industry Association (CompTIA) A+ exam is an example of a:

Back 35

vendor-neutral exam

Front 36

What is not a primary benefit of a computer industry certification?

Back 36

ability to identify a worker whose performance has fallen below industry standards

Front 37

What testing method is often used in industry certification exams?

Back 37

Computer adaptive test

Front 38

A computer adaptive test may be able to determine a test taker's proficiency level by asking as few as _____ questions.

Back 38

15

Front 39

In the early 1980s, signigicant differences between competing computer products were thought by vendors to have:

Back 39

competitive strengths

Front 40

During the early 1980s, ___________ word processors competed for market share.

Back 40

several

Front 41

An electronic magazine organized like a print publication, but distributed via Web site, that may contain product reviews and comparisons is called:

Back 41

an ezine

Front 42

Software designed specifically for a highly specialized industry is called:

Back 42

vertical market software

Front 43

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 criterion
C. Decide on the evaluation criteria
D. Weight the product ratings for each criterion by the importance of the criterion.

Back 43

C, B, D,A

Front 44

In the weighted point evaluation method, ease of learning and ease of use are examples of which kind of criteria?

Back 44

End-user needs

Front 45

In the weighted point evaluation method, the product that is usually selected is the one with:

Back 45

the highest overall score

Front 46

RFP stands for:

Back 46

request for proposal

Front 47

A purchasing procedure that invites vendors to submit product and price proposals for a system that meets a user's need is called a:

Back 47

request for proposal

Front 48

Which letter sequence represents the order of the following steps in the request for proposal process?
A. Send the RFP to vendors
B. Develop product specifications
C. EValuate RFP responses against the criteria
D. Define the selection criteria

Back 48

B, D, A, C

Front 49

What would you expect to find as members of a product standards committee?

Back 49

End users, managers, and user support specialists

Front 50

What would you least expect to find in an organization's acceptable use guidelines?

Back 50

A list of approved vendors

Front 51

What would you expect to find in an organization's acceptable use guidelines?

Back 51

permitted computer uses, unauthorized uses, and illegal uses