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Material Type: Exam; Class: Computer User Support; Subject: Electrical/Electronic Engineer; University: Cuyahoga Community College District; Term: Fall 2006;
Typology: Exams
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Identify the letter of the choice that best completes the statement or answers the question. ____ 1. A paper-and-pencil or verbal exercise that measures a job applicant's technical understanding and problem-solving ability is a(n) _____. a. scenario question c. IQ test b. personality test d. knowledge and skills test ____ 2. 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 ____ 3. Which of these levels of user support is likely to be the most responsive to a user's needs? a. Free support c. Premium support b. Standard support d. Warranty coverage ____ 4. User support managers often use which of these strategies to determine how many staff members to hire to handle the volume of support calls received? a. Use an Erlang calculation to estimate staffing needs b. Hire fewer staff than needed to reduce support costs c. Hire more staff than needed to make sure all calls are handled quickly d. Use industry-standard staffing formulas for help desks ____ 5. Which of these proficiencies (KSAs) would a user support manager usually not specify in a position description for a user support position? a. Hardware, operating systems, and applications software experience b. Internet and Web skills c. Marketing ability d. Communications and interpersonal skills ____ 6. Which sequence of letters below is the order of steps in managing a support project? a) monitor b) plan c) terminate d) define e) implement a. b, d, a, e, c c. d, b, e, a, c b. a, b, d, c, e d. b, a, e, d, c ____ 7. During which stage in the management of a special support project does a project manager divide the project into specific tasks or objectives? a. Plan c. Monitor b. Define d. Implement ____ 8. During which stage in the management of a special support project does the project manager ask the question, "How will adding resources now affect the project's completion date?" a. Plan c. Monitor b. Terminate d. Implement ____ 9. Which of these is not among the special project risk factors described in the chapter? a. Poor initial estimates of resources c. Employee illness b. Conflicts among project workers d. Company bankruptcy
____ 10. In a special project, if step X must be completed before step Y, step X is called a _____ task. a. successor c. predecessor b. goal d. critical ____ 11. One of the first vendor-specific certification programs was offered by _____. a. Microsoft c. Cisco b. Novell d. Sun Microsystems ____ 12. Which of these testing methods is often used in industry certification exams? a. Adaptive test c. Traditional, fixed-length test b. Paper-and-pencil test d. SAT exam format ____ 13. The average time it takes a help desk to respond to calls is _____. a. call time c. abandonment rate b. wait time d. response rate ____ 14. During the 1980s, the number of competing operating systems and software packages had what effects on employee cross-training and productivity? a. Easy to cross-train employees; productivity was increased b. Easy to cross-train employees; productivity was decreased c. Hard to cross-train employees; productivity was increased d. Hard to cross-train employees; productivity was decreased ____ 15. When a support staff selects general office productivity software such as word processors or spreadsheets, they often use which decision strategy? a. Weighted point evaluations c. Request for proposals b. Industry standard products d. Benchmarks ____ 16. Which of these product evaluation methods uses several criteria of predefined importance to arrive at a numerical score for each competing product? a. Industry standard method c. Subjective criteria method b. Benchmark method d. Weighted point method ____ 17. The purpose of benchmarks and weighted point evaluation methods is to make the product selection process as _____ as possible. a. objective c. biased b. subjective d. quick ____ 18. RFP stands for _____. a. required federal pricelist c. relational forms procedure b. regular floating-point processor d. request for proposal ____ 19. A computer product vendor's response to an RFP usually includes all but which of these? a. A description of problems with the competitor's products b. A description of how the vendor's products meet or exceed requirements c. A bid price at which the vendor can supply the products d. All of the above ____ 20. A purchasing procedure that invites vendors to submit product and prices for a system that meets a user's needs is called a _____. a. request for proposal c. bidding war b. Kepner-Tregoe process d. weighted point system ____ 21. 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 a. d, c, b, a c. a, b, c, d