ITSP 175 Midterm Review

What device is the oldest known scientific calculator?

 A website that contains large numbers of misspelled words and grammatical errors fails which of these general criteria?

Which of these is not a service you would expect of a help desk or hotline?

According to the position description for the Lvl 1 Help Desk Agent, network and users support are never combined.

The HP Electric Slide Rule was the “slide rule killer” that engineers had dreamed about – but at a much lower price.

A scanner is a peripheral.

 Analysis and evaluation of a user's message is likely to occur during which type of listening?

 Inexperienced support agents tend to speak ____ when they experience stress in a conversation with a user.

Microsoft Windows ___ was a major improvement over Windows 3.

 Effective communication skills are based primarily on a support agent's ability to ____.

A script to handle a support incident has ____.

Internal memory is an example of a computer peripheral.

What was the first large-scale computer to run at electronic speed without being slowed by any mechanical parts?

The Myers-Briggs Type Indicator (MBTI) measures ____.

The process of unpacking, setting up, and configuring new technology for a user is called system installation service.

KSA stands for knowledge, skills, and abilities.

Computer technology generally doubles in capacity every two ____.

Making an illegal copy of a software program is called a user mistake

A feature of a website where discussions are posted by members of a user community is called a ____.

Severe hand or wrist pain due to an inflammation of the tendons in a user's hand and wrist is called ____.

Which of these responsibilities would you least expect to find in a position description for a user support specialist?

Widespread use of the Internet by business and home users first occurred in the ____.

Which type of nonverbal behavior is suggested for effective voice quality?

Which of these responsibilities would you least expect to find in a position description for a user support specialist?

Theft of info, use of a computer to commit sabotage or embezzlement, & fraudulent use of a computer are examples of ___.

Employees who provide informal peer support to other users in an organization are often well-trained to provide support

 Posts to a user forum with commentary on a single topic, arranged in date order, are called _____.

 "I can give you a workaround for this issue, later we can find the cause of the problem so you don't have it again" is?

When a support agent does not know the answer to a question, a good incident management strategy is to tell the user ___

The ENIGMA cipher machine was used by what country's military in World War II?

The most effective strategy for using a script is to ____.

 One measure of whether a support agent understands a problem is that they can express the user's problem in ____.

A support agent who feels that a user needs substantial assistance with the organization of files on their PC should ___

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

Classifying end-users as internal versus external is a classification by relationship

 Which of these is not one of the four goals of incident management?

Invented in the 1600s, slide rules were widely used through the 20th century.

Which of these software packages includes features to present graphical information?

The Electronic Age elbowed out the Mechanical Age in the 1970s.

Which of these is generally considered security threats?

Software used to prepare printed materials that include images, like newsletters, flyers, brochures, & posters is

As computers grew more affordable, programming costs began to overshadow hardware costs.

A company that contracts with another organization that specializes in user support is using outsourcing

The powerful Analytical Engine, arguably the world’s first programmable computer, was designed by?

 A support agent should aim to use language that is ____ the language the user uses.

Which of these was not a primary characteristic of computer use in the 1950s and 1960s?

Which of these is not a primary strategy for a support organization that aims for customer service excellence?

Which of these software packages is likely to be the most expensive?

Computer use for unauthorized access to information about a customer, patient, or student is called invasion by piracy.

Excellent customer service in a support organization is based primarily on which of these factors?

 Dissatisfied clients are more likely than satisfied clients to ____.

 Incidents that involve complaints ____.

A printer is an example of a computer peripheral.

A hardware device that was a first step toward decentralized computing was the ____.

Which of these categories of workers increased during the 1980s & contributed to growth in the number of computer users?

What devise did British officers work with to calculate upper-atmosphere wind speeds?

Which type of nonverbal behavior is the least effective posture for support agents?

The purpose of support standards is to accomplish all but which of the following?

Specialized software can add thousands of dollars to the cost of a computer system?

 Which of these is not a recommended incident management strategy for support agents?

The user support staff is most likely to experience conflict with the IT department over ____.

A user's first impression of a support agent comes from the ____.

Another name for needs analysis is needs assessment.