True or False: Organizations can only be large corporations.

Which of the following is NOT a functional area in an organization?

True or False: Effective collaboration is crucial for an organization's success.

What type of organizational structure emphasizes less managerial layers?

In a hierarchical organization, decisions are made from which direction?

True or False: Non-profits are not considered organizations.

What is the primary purpose of an organization?

Which model of organization is characterized by clear levels of authority?

True or False: All organizations have the same structure and culture.

An organization structure defines how activities such as task allocation, coordination, and supervision are directed toward achieving organizational goals.

A functional structure promotes specialization but can lead to silos.

A flat structure encourages communication but may lack clear authority.

The choice of organizational structure does not impact decision-making processes.

Common organizational structures include functional, divisional, matrix, and flat organizations.

As organizations grow and evolve, they should never reassess their structure.

The text suggests that a matrix structure is one of the common organizational structures.

The hierarchy within an organization is not detailed in an organization structure.

The text implies that organizational structures have no impact on communication flow.

Which IT department deals with access-related matters?

Which of the following is TRUE about IT Security Department

Basic Trouble Shooting Technique

TRUE or FALSE

Network and Technical Support handles development of In-House applications

It is responsible for the computer systems, and trains staff in the computers use.

IT

Identify the 2 types of Personal computers from the list below:

What information would not be on a service ticket

What could be the possible problem be to cause a monitor to not switch on?

What is a Device Driver?

Why might a printer not be working?

What information is collected on a service ticket

How can we get more information from the client?

What is Shadow IT?

True or False: Shadow IT refers to IT resources used with IT approval.

Which of the following is an example of Shadow IT? (A) Company-approved software (B) Slack (C) IT-managed devices

True or False: Shadow IT can lead to compliance violations.

Name one risk associated with Shadow IT.

Which cloud service is NOT typically considered Shadow IT? (A) Google Drive (B) Microsoft Office 365 (C) Company email system

True or False: All employees are aware of the risks of Shadow IT.

What is a common way Shadow IT enters an organization?

List one productivity tool that is often used as Shadow IT.

True or False: Shadow IT is only a concern for large organizations.

Which of the following is a potential consequence of Shadow IT? (A) Increased data visibility (B) Enhanced security measures (C) Data breaches

True or False: Employees using Shadow IT can lead to unintentional data leaks.

What is one method organizations can use to manage Shadow IT?

True or False: Shadow IT can improve employee productivity.

What is a common challenge organizations face with Shadow IT?

True or False: Shadow IT can be completely eliminated from an organization.

What is one way users can compromise security in shadow IT?

Which device example is mentioned as a potential risk for shadow IT?

What can cybersecurity teams not do with shadow IT assets?

True or False: Shadow IT tools are sanctioned by the company.

What is one method organizations can use to mitigate risks associated with shadow IT?

Some help desks use a script to guide an agent through the steps in the incident management process.

A user support center only answers user questions.

Call management is another term for incident management.

The purpose of the screening step is to determine whether an incident is a request for information, question, problem, complaint, or work order.

The Information Technology Infrastructure Library (ITIL) is a collection of best practices in the user support industry based on experiences of successful help desk operations.

Ergonomic problems that apply to computer users do not necessarily apply to help desk support agents.

The purpose of prescreening an incident is to ____.

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

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 ____.

The incident management step in which a user’s problem is satisfactorily dealt with is called incident ____.

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

A telephone system that can answer calls, greet callers, provide menus, and route calls is a(n) ____.

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

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

A help desk is an organization that provides a single point of contact for users in need of technical support.

What is the first step in the incident management process?

What does the priority code indicate?

Which of the following is NOT a time management tool?

Onshore outsourcing is when companies contract with support providers outside of the United States.

A queue is a waiting line into which incoming calls or incidents are placed.

Which of the following is an essential skill for effective communication in a help desk environment?

In help desk operations, what is the primary purpose of incident management?

Select the job title of the HIGHEST position within the typical ICT department.

Select ALL possible answers. The System Development Manager, in a typical ICT department, directly oversees the operations of the:

Select ALL possible correct answers. In a typical ICT department, the Operations Manager directly oversees the operations of the:

Select ALL individuals that are theoretically at the same level within the typical ICT department:

Select the correct response to fill in the blank. The ________ is responsible for managing, planning, coordinating and staffing the ICT department.

The ICT Manager does NOT need many years of work experience in order to run the ICT department.

Select ALL possible answers. Hackers are trying to invade your computer network in order to steal valuable customer information from your database.

Select the persons that must be informed immediately so that they can stop the hackers:

Select the job title of the employee who is totally responsible for the management and administration of the company's database system.

Select ALL correct answers. A worker was entering customer data onto the computer and the computer broke down and then another worker had to be called, to fix the computer.

Select the job titles of the two directly affected workers:

Suddenly the School's Internet access breaks down and classes are affected adversely.

Select the individual that should be informed immediately of this problem:

Select the correct answer to fill in the blank. In a typical ICT department, the ________ is responsible for managing individuals who develop systems within the company.

This ICT worker writes code in order to create software. This worker can even create software to stop viruses or can write their own virus if they wanted to. This is a:

Select the correct response to fill in the blank. The ______ is responsible for the business aspect of technology within the company.

Select the individual who is in charge of the daily running of the ICT Department, interfaces regularly with the ICT manager, allocates duties to staff and supervises the use of the computer equipment.

A computer's hard drive needs to be replaced. Select the individual that would be selected to replace the part.

Which of the following is an example of an IT Certification?

7. ___ is a system for storing and taking care of data.

What type of technology is used to encrypt files?