A 48- to 72-hour period during which a PC or component is operated nonstop prior to installation at a user site is ____.

Most software problems that impact end users occur ____.

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

Software with harmful or malicious intent to disrupt the business operation of a PC or network or to steal information or money is called ____.

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 ____.

A user who bypasses the documentation to get a new hardware or software package operational as rapidly as possible is a victim of ____.

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

A backup copy of the configuration of a PC, which a user can revert to if a problem arises due to the installation of a new peripheral or software application, is called a(n):

Most components today use which of these strategies to maximize hardware compatibility?

A replacement for one or a few modules in a software package that fixes one or more known bugs is called a(n) ____.

A substantially rewritten software package that contains major new features is called a(n) ____.

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

A PC that operates, but does not work as efficiently as it should, has a ____.

Network problems are often traceable to ____.

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

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

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

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) ____.

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 #

A procedure or feature than accomplishes the same result as another feature that does not work correctly due to a software bug is called a ____.

A user who presses the wrong sequence of keys in a software program is a victim of ____.

Which of these is not a common source of security problems?

A common source of user misunderstanding and subsequent calls to help desks is poorly designed ____.

Which of the following hardware devices is most likely to fail during the operation of a computer system?

A mismatch between the type of printer connected to a system and the installed software printer driver is an example of

A revision to a software application that contains a collection of patches to fix documented problems with the program is called:

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

Computer components that cannot operate together in the same system are said to be:

erformance problems in a PC are usually due to:

A substantially rewritten software package that contains major new features is called a(n):

Hardware problems are most likely to occu

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

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

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

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 ____ technology trend may change the way users access software and data.

One way to organize user support services that provides a single point of contact for an organization’s workers or customers uses a(n) ____.

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

The ____ form of communication between a user and an agent is asynchronous.

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

An 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 ____.

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

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

A help desk structured into levels or tiers of support uses a ____ support model.

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.

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

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

Time management tools in a help desk software package probably have the greatest impact on the productivity of  ____.

Which of these tasks does not normally occur during the first step in the incident management process.

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

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

LBE Helpdesk, featured in this chapter, is an example of a(n)  ____.

The ____ position is unlikely to exist in a help desk that is organized in a multi-level support model.

The purpose of prescreening an incident is to ____.

The goal of the multi-level support model is to handle most support incidents at ____.

The principle concept in the multi-level support help desk model is ____.

In help desk jargon, ACD stands for ____.

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

Which of these is a collection of interconnected computers with large, networked storage devices that hosts cloud computing services?

Which of these help desk activities involves collecting, storing, updating and sharing information among help desk workers?

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

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?

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

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

A vendor-specific certification is ____.

A vendor-specific certification is ____.

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

“Act with integrity and honesty in dealing with the public, end users, coworkers, management and competitors”, would likely be covered in:

The IT Professional’s Handbook

The Computer Technology Industry Association (CompTIA) A+ exam is an example of ____.

CBT or WBT for those preparing for certification exams are ____ courses.

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

A help desk manager would probably emphasize which of these skills in a job search for an advanced support position?

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

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

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

Which of these aspects of help desk operation would not normally be covered in a user support mission statement?

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 ____.

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?

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?

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

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

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

A paper-and-pencil or verbal exercise that measures a job applicant's technical understanding and problem-solving ability is a(n) ____.

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

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

Which of these can be tested for industry certification?

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?

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

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

Benchmark tests on competing products can be used to select ____.

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

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?

Which of these statements is true of University of Texas Arlington's technology support policies described in the chapter?

A purchasing procedure that invites vendors to submit product and prices for new technology that meets a user's needs is called a ____.

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

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

During the 1980s, the number of competing operating systems and software packages had which effects on employee cross-training and productivity?

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

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

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

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

RFP stands for ____.

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