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ITE 6.0 Chapter 13 The IT Professional Flashcards | StudBud
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ITE 6.0 Chapter 13 The IT Professional
ITE 6.0 Chapter 13 The IT Professional
30 terms
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StudBud Administration
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# ITPro
Flashcards
30 cards
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Practice quiz
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Host live
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Questions
30
Answers
1
Illegal computer or network usage may include
Using a computer that doesn't sell counterfeit goods
Watching Pornography
Identity Theft
Using nonpirated software
2
What should you not do to manage stress
Practice relaxed breathing
Eat something small
Avoid stimulents
Carry frustrations from one call to the next
3
What is an open source license?
Allows developers to modify and share source code
Allows user to use software
Allows users to make profit
Allows developers to use without making a profit
4
What is not one of the three rules of conversation
Relate
Know
Understand
Notice me
5
What is persistant data?
Data stored on local drive and is not preserved
Cache
RAM
Data stored on local drive and is preserved
6
What is an example of personal software liscense
ENTERPRISE LISCENSE
SLA
EULA
TERMS OF AGREEMENT
7
What is not a primary element of cyberlaw
Act 97.16.54 of the Electronics Act
Stored Electronic Communication Act
Wiretap act
Pen/Trap & Truce Statute
8
How do you confront an inexperienced customer
Use a simple step by step process of instructions
Belittle your customer
Speak in plain terms
Use industry jargon
9
What can be used by a help desk technician to access a customers computer
BIOS
Access remotly
Remote Access
Wireless Access Point
10
What is given to the level 2 technicians that is prepared by a level 1 technician
Escalated work order
MSDS
Work Schedule
Escalated Open- Ended Questions
11
What is SLA?
Title format
Legal agreement that contains responsibilities
Worksheet
Survey
12
Definition: Questions that a customer can answer with a simple response
Close-Ended Question
Open-Ended Questions
13
A database that is pre-programmed with common problems and solutions
Software
Mainframe
Knowledge Base
Database
14
Put the customer on hold without telling the customer what you are about to do...
Do
Do Not
15
The laws that affect computer security professionals:
Cyberlaw
Professional Policy
Security Law
MSDS
16
Which of the following is an example of bad netiquette
Refraining from jargon
Using proper punctiuation
Using mixed case
TYPING IN ALL CAPS
17
What should you do when speaking to a rude customer
Listen very carefully
Allow them to talk for one minute
Sympathize with the customer
Tell them to do the obvious steps first
18
Which is a source of volatile data?
RAM
Data on a disk
BIOS settings
Data stored on a hard drive
19
How do you confront an angry customer
Sympathize with the customers problem
Spend call time talking about what caused the problem
Put this customer on hold without asking
Explain their mistakes to them
20
It is not permissible to make a customers IT resources available to Unauthorized users
True
False
21
What is the contract that defines expectations between an organization and a service vendor
SLA
MLP
ASL
SLP
22
A basic type of data that is collected.
Volatile data
Graphics card data
Persistent data
Mainframe data
23
What term in customer relations defines a 1 to 1 connection
Connect
Relate
Communicate
Understand
24
Depending on the country, legal computer or network usage may include...
Surfin' da WEB
Identity theft
Using a computer to sell counterfeit goods
Pornography
25
A single law can be cyber law...
False
True
26
As a technician what method should be used with a talkative customer?
Place the customer on hold
Allow the customer to take control of the conversation
Ask as many open-ended questions as possible
Using industry jargon to show technical knowledge
27
What does it mean when a technician receives a downcall
A call with a depressed customer
A call that is dropped
Call where significant part where IT infrastructure is down
A call in the queue
28
A list of rules for communicating over the internet
Common Sense
Netiquette
IEEE 802.11 Standard
Internet Policy
29
The primary elements of cyberlaw are...
Wiretap act
all of the above
Stored electronic communication act
Pen/trap and trace statute
30
What might affect the forensics process?
Routine Administrative Tasks
Security Policy
Administrative Policy
Administrative Technician
