Chapter 12 - help desk final

True or false? A rootkit is software and file folders that are hidden from view and permit viruses, spyware and malware to be installed on a PC without the knowledge or consent of a user.

True

A backup utility can write copies of important data files and folders on ____.

a. an internal hard disk drive b. an Internet server's disk drive c. a network server's disk drive d. any of these answer= D

A problem diagnosis utility suite is designed to identify problems with ____.

a. hardware b. application software c. operating system software d. all of these answer= D

A(n) ____________________ is a process to determine which software versions are installed on a PC or network server to verify software licenses.

audit

Which of these utility tools would you least expect a support agent to find useful to solve performance problems?

deleted file recovery

The ____________________ of a software package is an evaluation of whether all current updates have been downloaded and installed to fix known bugs.

Patch status

Which category of utility tools prepares documentation on a PC that would likely be included in a site installation notebook?

System Information

Which of these actions should be performed on a PC prior to using a Windows Registry edit utility?

Back up the Registry

Open source, freeware and shareware utilities are not commercial products.

False

Sysinternals is a collection of commercial oftware utilities from several vendors that is bundled and sold as a suite to support specialists.

False