Chapter 1 - Study Guide
Carpal tunnel syndrome is an example of which common computer problem?
A - Ergonomics
A hardware device that was a first step toward decentralized computing was the ____.
C - terminal
The user support staff is most likely to experience conflict with the IT department over ____.
D - application software development
The process of unpacking, setting up, and configuring a new computer system for a user is ____.
D - system installation assistance
PCs that are advertised in newspapers are usually complete end-user systems. (True/False)
False
Small companies often meet their need for computer support by combining user support with another position. (True/False)
True
A computer user who purchases a software package that will not operate on their hardware configuration is a victim of which common computer problem?
A - Waste of resources
A software program that enables users to find and display information stored as HTML pages on the Internet is a(n) ____.
A - Web browser
Peripheral devices are part of a computer system's ____.
A - hardware
The position description for the Information Technology Specialist in the USDA in this chapter illustrates that ____.
A - network support and user support may be combined in a single position
A company that contracts with another organization that specializes in user support is using ____.
A - outsourcing
In order to make effective use of a new or upgraded computer system, a user may require ____.
A - training
An organization that provides a wide range of support services to users is called a(n) ____.
A - user support center
Computer software that helps a user enter, edit, format, store, and print text information is a ____.
A - word processor
An internal user is one who is a(n) ____.
A - worker in an organization
Which of these was not a primary characteristic of mainframe computer use in the 1950s and 1960s?
B - Served as an Internet host computer
Applications software that is intended for use in a specialized business environment is called ____.
B - an industry-specific application
Severe hand or wrist pain due to an inflammation of the tendons in a user's hand and wrist is called ____.
B - carpal tunnel syndrome
Applications software used to prepare printed materials that include graphic images, such as newsletters, flyers, brochures, and posters, is called ____.
B - desktop publishing
A software package used to prepare budgets, reports, forecasts, and financial statements is a ____.
B - spreadsheet program
Computer technology generally doubles in capacity every two ____.
B - years
Businesses and organizations first began to use data communications and network technology to connect computer systems in the ____.
C - 1980s
Mass-market applications software and personal computer operating became available in the ____.
C - 1980s
Widespread use of the Internet by business and home users first occurred in the ____.
C - 1980s
The U.S. Bureau of Labor Statistic forecasts that the number of computer and network support specialist positions in the United States will grow at about ______ percent over the next 10 years.
C - 20
Which of these software packages is likely to be the most expensive?
C - Computer-aided design package
Which of these devices is not a peripheral?
C - Internal memory
Which of these responsibilities would you least expect to find in a position description for a user support specialist?
C - Operates a large-scale computer
Which of these categories of computer software can add thousands of dollars to the cost of a computer system?
C - Specialized software
Applications software that enables users to create, maintain, and update Web pages is called ____ software
C - Web site development
Employees who provide informal peer support to other users in an organization ____.
C - often have little or no training in user support
Making an illegal copy of a software program is called ____.
C - piracy
Which of these software packages includes features to present graphical information?
D - All of these - Desktop publishing program - Word processing program - Spreadsheet program
Which of these is not one of the trends that led to growth in end users during the 1980s and 1990s?
D - Increased in the cost of large-scale computer systems
Due to increased use of the Internet, which of these are likely to increase in the future as a percentage of the total cost of a computer system?
D - Information costs
Which of these is not a primary reason the growth in the demand for user support workers has declined from the 1990s?
D - Interest rates in the United States were low during the 2000s
Which of these is an advantage to outsourcing as a way to provide user support?
D - Outsourcing takes advantage of expertise a company does not have
A computer user who enters an incorrect formula in a spreadsheet that results in a serious error is a victim of which common computer problem?
D - User mistake
Which of these categories of workers increased during the 1980s and contributed to growth in the number of computer end users?
D - Workers in offices who work with information
Which of these responsibilities would you least expect to find in a position description for a user support specialist?
D - Writes computer programs in COBOL
A distributed computing system usually includes ____.
D - all of these
Use of a computer for unauthorized access to information about a customer, patient, or student is called ____.
D - an invasion of privacy
A computer virus can be spread through ____.
D - any of these
Theft of information, use of a computer to commit sabotage or embezzlement, and fraudulent use of a computer are examples of ____.
D - computer crimes
The U.S. Bureau of Labor Statistics predicts that the demand for user support workers in the next 10 years will ____.
D - increase significantly
Another name for needs analysis is ____.
D - needs assessment
Applications software that helps a user maintain a calendar, appointment book, to-do list, and address book is called a ____.
D - personal information manager
Classifying end users as internal versus external is a classification by ____.
D - relationship
A computer professional in an organization, such as a programmer, is generally considered to be an external user. (True/False)
False
A knowledge worker is another name for a computer user. (True/False)
False
A task that a worker can either perform or not perform is called essential knowledge. (True/False)
False
All knowledge workers are computer professionals. (True/False)
False
Computer departments in most organizations today are called data processing departments. (True/False)
False
Computer hardware sold today is so reliable it rarely needs repairs or replacement. (True/False)
False
Documentation for end users refers to information available to end users in a printed format. (True/False)
False
Economics is a field that studies how to design a work environment that promotes employee health, safety, and productivity. (True/False)
False
Ergonomics is a field that studies how to make computers financially affordable for end users. (True/False)
False
Help desks that solve problems for end users rarely get complaints about the features of computer products. (True/False)
False
In comparison with technical support, user support deals with a higher-level of troubleshooting and problem. (True/False)
False
One goal of an effective computer training class is to eliminate the need for documentation. (True/False)
False
Since computer products change constantly, user support staff are not expected to evaluate new products for end users. (True/False)
False
Technical support costs are generally included in the purchase price of a computer product, and are therefore free to users. (True/False)
False
The ability to design an effective local area network is a critical job skill for user support staff members. (True/False)
False
The first computers used widely in businesses were available during the 1940s. (True/False)
False
The purpose of computer product standards is to make the widest possible array of products available to workers in an organization. (True/False)
False
The total cost of ownership of a personal computer is primarily the cost of the hardware part of the system. (True/False)
False
To operate a graphical user interface, a user types keyboard commands to tell a computer which tasks to perform. (True/False)
False
Training to use a computer is usually a free service. (True/False)
False
User support and technical support are two names for the same user support services. (True/False)
False
User support staff recommend computer products to end users based primarily on the user's personal product preferences. (True/False)
False
Web site development software package enables users to create, maintain, and update a list of participants in a chat room. (True/False)
False
A digital camera is an example of a computer peripheral. (True/False)
True
A disadvantage to organizing user support under the IT department is that IT staff often have priorities other than user support that they feel are more important. (True/False)
True
A graphics program is used to prepare pictures, charts, maps and diagrams to analyze trends, summarize data, and show relationships visually. (True/False)
True
A help desk provides a single point of contact for computer users in need of support. (True/False)
True
A task that an employee can get better at with additional training or experience is called a job skill. (True/False)
True
Ads for $500 computers may mislead purchasers because hardware costs account for only about 20% of the total cost of a computer system over a period of years. (True/False)
True
Among the reasons for the growth in decentralized computing was the availability of inexpensive personal computer hardware and productivity software. (True/False)
True
An advantage of assigning primary responsibility for user support to the IT department is that all computer activities are combined and users know who to contact about various computer problems. (True/False)
True
An interactive Web-based messaging service that allows two or more online users to communicate is called a chat session. (True/False)
True
Distributed computing links large-scale systems and personal computers to meet both organizational and individual worker needs.
True
End-user computing refers to the everyday use of computers for both business and personal use. (True/False)
True
Most user support groups do not provide software programming as a service to their users; although, they may be able to assist with some aspects of application development projects. (True/False)
True
Most user support staff members receive on-the-job training and continuing education. (True/False)
True
One way to classify end users is whether they use a computer occasionally, frequently or extensively in their work. (True/False)
True
Peer support is a form user support in which users look to their work colleagues for help with computer problems. (True/False)
True
Product support standards are useful because it is impossible for an organization to support every possible hardware and software configuration. (True/False)
True
Setting product standards reduces the cost to support computer products. (True/False)
True
Support staff in a help desk may perform a product marketing and sales function. (True/False)
True
The Information Technology department is a modern name for the Data Processing department. (True/False)
True
The ability to write documentation in English is an important job skill for user support staff members. (True/False)
True
The applications development backlog was due to the inability of computer professionals to design and write programs fast enough to keep up with the demand for new applications. (True/False)
True
The goal of transaction processing on early computers was to replace as much manual processing of business information as possible with automated processing. (True/False)
True
The outsourcing method of support may be combined with an in-house support function in some organizations. (True/False)
True
Total cost of ownership of a computer system includes all of the costs to purchase, upgrade, and support a computer system over its expected useful lifetime. (True/False)
True
Use of a computer's graphical user interface means that users no longer have to remember which command to enter to perform a task. (True/False)
True
User support staff often have more resources, tools, and expertise to install a computer system faster and with fewer errors than an end user. (True/False)
True
The first PCs were used in businesses and homes in the ____.
B - 1970s
The purpose of support standards is to accomplish all but which of the following?
B - Expand supported products
Which of these is not a service you would expect of a help desk or hotline?
B - Operate a local area network
