ITSP165

isopropyl alcohol

A chemical used by support specialists to clean many computer components is ____.

power conditioner

A device that regulates the electrical power on a circuit into which a computer will be connected is a(n) ____.

is at a 90-degree angle to the light source

A display screen should be positioned so that it ____.

fluorescent

A light source that may flicker at the same rate as an older CRT display screen is a(n) ____ bulb.

Multiple systems installed in an office or training facility

A site management notebook is especially useful in which of these situations?

12 or fewer

A small group training session usually includes ____ trainees

learning management system

A software tool that automates many of the tasks associated with a training program, such as authoring, testing, and administration, is a ____.

tool for support specialists

A system installation checklist is ____.

nut driver

A tool used by computer installers to remove the case from a computer is a ____.

auditory learner

A trainee who learns best by listening to an explanation of a task is called a(n) ____.

experiential learner

A trainee who learns best by performing a task is called a(n)

. visual learner

A trainee who learns best by seeing a demonstration is called a(n) ____.

a case study

A training delivery method that encourages trainees to make the transition from a training environment to the business world is ____.

down slightly

A user's forearms should extend ____ to a keyboard.

reduce the risk of damage to computer components

An antistatic wrist strap is designed to ____.

delivery method

An instructional technology, medium, or approach to presenting information in a training session is called a ____.

a. battery

An uninterruptible power supply contains a ____.

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

Back up the Registry.

close all open programs

Before a support specialist installs an application software package, he or she should ____.

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

Burn-in reliability utility

small

Compared to other parts, the nuts and bolts in a computer system tend to be ____.

perform tasks and build expertise

Compared with education, the primary goal of training is to ____.

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

Deleted file recovery

ergonomics

Designing computer systems and laying out workspaces to minimize health problems and maximize worker safety, productivity, and comfort is called ____.

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

Device driver scan and update

Establish motivation

During which of these steps in a training session should a trainer cover what trainees will achieve by the end of the training and why the training is useful?

Describe next steps

During which step in a training session should a trainer provide pointers to additional information and resources for trainees who are interested?

Preparation

During which training step does a trainer develop details about the specific topics to cover and how to present them?

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

File and folder backup utility

electrical

Fire extinguishers purchased for use around computer equipment should be rated for ____ fires.

. both the trainees and the trainer

How well trainees perform on a performance test is feedback primarily to ____.

less than 15 amps

If a computer is plugged into a 15-amp circuit, the total amperage of all devices plugged into the circuit should be ____.

Which of these is not a primary use of the software utilities described in this chapter?

Improve user productivity.

uninterruptible power supply

In a computer facility, a UPS is a(n) ____.

Concepts, Understanding, Basic skills , Expertise

In the classification of skill levels below, what is the sequence in which skills are usually built?

Review previous topic. Introduce new topic ,) Establish motivation ,Present new material

In the early part of a training session, how should the topics below be organized into a sequence?

Classes

In which training format are differences in skill levels among trainees a common problem for trainers?

CDs or DVDs

Most operating systems are now distributed on ____.

text, images, animation, images, sound

Multimedia materials are a combination of ____.

Which of these utility tools would you least expect a support agent to find useful to provide security for end users?

Network performance monitor

user training program

One of the most effective ways to enable users to be more self-reliant is through a ____.

reflects light

One primary cause of eyestrain is a display screen that ____.

training is usually longer term; education may be short term

One way to explain the different goals of training and education is ____.

Which of these utility tools would you least expect a support agent to find useful to solve problems with file and folder management?

Patch status monitor

measurable

Performance objectives for a training session should be ____.

handouts

Printed materials designed to be taken from a training session to refresh a trainee's memory later are called ____.

Which of these utility tools would you least expect a support agent to find useful to provide information that could be included in a site management notebook?

Project status monitor

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

Recovery disk

Which of these utility tools would you least expect a support agent to find useful to diagnose a problem with an inoperable system?

Registry cleaner

Small groups/teams

Social learning (peer-to-peer) is most common in which kind of learning format?

Which of these utility tools would you least expect a support agent to find useful in a network support situation?

Start-up process monitor

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

System Information

within arm's reach of the user in a normal working position

The best location for a peripheral, such as a printer, that a user accesses frequently is ____.

the width times the length of the case

The footprint of a desktop computer case is __.

26 to 28 inches

The height of a keyboard from the floor should normally be ____.

up slightly

The monitor connected to a computer system should be located so a user does not have to look ____.

Halon gas or a substitute

The most effective fire extinguisher for computer equipment is ____.

downtime

The number of hours when a computer system is unavailable for use due to a failure is called ____.

Training measures one's ability to perform tasks; education measures one's ability to explain concepts.

The outcomes of education and training are generally measured and evaluated in which of the following ways?

shut down normally

The purpose of a UPS backup battery is to permit a computer system to ____.

identify and fix trouble spots in the presentation

The purpose of a beta test run of a training presentation is to ____.

anticipate possible installation problems

The purpose of preinstallation site visit is to _.

All carpal tunnel injuries are repetitive strain injuries.

The relationship between carpal tunnel syndrome and repetitive strain injuries is summarized by which of the following sentences?

learning

The sentence "Describe the steps in the user training process." is an example of a(n) ____ objective.

. somewhat below the average level

Trainers should aim the level of the training at ____ of the group of trainees.

T/F A stress test is a process to determine which software versions are installed on a PC or network server to verify software licenses.

True

T/F Support specialists often use utility software to diagnose and repair problems that users encounter.

True

after the operating system is installed

Utility software, such as virus checker, screen saver, and security software, is usually installed on a computer system immediately ____.

Computer-based training

Web-based training is most similar to which of these other training delivery methods?

wattage

When an HVAC technician considers the air conditioning requirements for a computer facility, the technician calculates the ____.

items where there is a pattern of low ratings

When analyzing the feedback on an evaluation form, a trainer should look for ____.

. bells and whistles

When covered in a training session, hardware or software features that are unusual and rarely used are sometimes called ____.

establish a baseline of the skill levels that trainees bring to the table

When planning a training session, the purpose of a pretest of trainees is to ____.

More individual assistance is available.

Which is true of small group training versus larger classes?

One-to-one training

Which kind of training format tends to be the highest cost method?

RAM memory

Which of the following is least likely to cause a fire in a computer system?

Collaborative learning

Which of the following training delivery methods does not necessarily make use of computer technology as part of the delivery method?

Solve a problem, Observe a task ,Read a book ,Listen to a lecture

Which of the sequences below ranks learning methods from highest retention and performance to lowest?

Know ,Analyze ,Synthesize,Evaluate

Which of the sequences below ranks the cognitive skills in Bloom's Taxonomy from simple to complex?

Custom

Which of these application software installation options is likely to ask the most questions of the installer and require the greatest expertise?

Full

Which of these application software installation options often requires the most disk space on a user's hard drive?

Desktop ATX case

Which of these computer cases has the largest footprint?

a. Adjustable chair, b. Footrest, c. Document holder

Which of these is an ergonomic device?

Design and develop CBT and WBT modules

Which of these is not a role that user support trainers are likely to perform in the future?

Back up network server media

Which of these is not normally a network installation task on a new office PC?

Perform

Which of these is not one of the steps in the training process?

Plan, Prepare, Present, Progress

Which of these is the sequence of steps in the training process?

Listen

Which of these learning methods generally results in the lowest retention and poorest trainee performance?

Problem solve

Which of these learning methods results in the highest retention and trainee performance?

None of these

Which of these skill levels deals with an ability to perform a task effectively and efficiently?

Concepts and understanding

Which of these skill levels deals with the meanings of the words people use to exchange information about a subject?

Computer-based training

Which of these training delivery methods uses a combination of tutorials, multimedia, product demonstrations, and hands-on activities?

Classes

Which of these training formats is generally the most cost-effective because the ratio of trainees to trainers is highest?

The development cost is high, but the cost per user is low.

Which statement accurately describes the costs associated with tutorial training delivery methods?

Isopropyl alcohol

Which type of cleaner is generally not recommended for use on laptop display screens?

A software utility tool of primary use to a support specialist who assembles or installs hardware systems is ____.

a burn-in utility

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

all of these

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

any of these

A utility tool that can change the software that is launched automatically at system start-up is a(n) ____ utility.

autoruns

A software utility designed to clean up after a failed software installation is a(n) ____ utility.

uninstaller