Computer User Support for Help Desk and Support Specialists Chapter 12
*Multiple-Choice Question* *A software utility tool of primary use to a support specialist who assembles or installs hardware devices is* ____. *Select one:* a.) *a burn-in utility* b.) a software audit tool c.) a network performance utility d.)a file backup utility
a.) *a burn-in utility*
*Multiple-Choice Question* *A backup utility can write copies of important data files and folders on*: a.) *any of these* b.) a *network server's disk* *drive* c.) an *internet server* d.) an *internal hard disk*
a.) *any of these*
*Multiple-Choice Question* *Which of these utility tools would you least expect a support agent to find useful to solve problems with operating systems*? *Select one:* a.) *burn-in reliability utility* b.) Registry editor c.) recovery disk d.) start-up process monitor
a.) *burn-in reliability utility*
*Multiple-Choice Question* *Which of these utility tools would you least expect a support agent to find useful to solve problems with Internet access*? *Select one:* a.) *device driver scan and update* b.) Internet vulnerabilities tester c.) spyware scanner d.) bandwidth speed tester
a.) *device driver scan and update*
*Multiple-Choice Question* *Which of these utility tools would you least expect a support agent to find useful to solve problems with Internet access?* *Select one:* a.) *device driver* *scan* and *update* b.) Internet vulnerabilities tester c.) spyware scanner d.) bandwidth speed tester
a.) *device driver* *scan* and *update*
*Multiple-Choice Question* *Which of these utility tools would you least expect a support agent to find useful in a network support situation*? *Select one:* a.) *start-up process monitor* b.) network problem diagnosis c.) software auditor d.) performance monitor
a.) *start-up process monitor*
*Multiple-Choice Question* *Which of these utility tools would you least expect a support agent to find useful to solve performance problems*? *Select one:* a.) benchmark utility b.) *deleted file recovery* c.) defragmenter d.) disk space cleaner
b.) *deleted file* *recovery*
*Multiple-Choice Question* *A problem diagnosis utility suite is designed to identify problems with* ____. *Select one:* a.) operating system software b.) hardware c.) *all of these* d.) application software
c.) *all of these*
*Multiple-Choice Question* *Which of these utility tools would you least expect a support agent to find useful to diagnose a problem with an inoperable PC*? *Select one:* a.) hardware/software diagnostic utility b.) utility suite c.) reliability monitor d.) *Registry Cleaner*
d.) *Registry Cleaner*
*Multiple-Choice Question* *Which of these utility tools would you least expect a support agent to find useful to increase security for end users*? *Select one:* a.) spyware utility b.) anti-virus utility c.) rootkit utility d.) *network performance monitor*
d.) *network performance monitor*
*Multiple-Choice Question* *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*? *Select one:* a.) benchmark utility b.) start-up process reporter c.) system information reporter *d.)* *project status monitor*
d.) *project status* *monitor*
*Multiple-Choice Question* *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*? *Select one:* a.) benchmark utility b.) start-up process reporter c.) system information reporter d.) *project status monitor*
d.) *project status* *monitor*
*Multiple-Choice Question* *Which of these utility tools would you least expect a support agent to find useful to solve problems with application software*? *Select one:* a.) software auditor b.) software uninstaller c.) patch status monitor d.) *recovery disk*
d.) *recovery disk*
*List Question* *List the Different Categories of Utility Software Tools*
*-Hardware Support* *-System Info* *-Software Support-Operating Systems* *-Software Support-Applications* *-System Problems Diagnosis* *-Network Support* *-Internet Support* *-File Mgt. Tasks* *-Performance Enhancements* *-Security Solutions* *-User Support Tools*
*Describe Question* *Describe for what a support agent would use Network Support Utility Software*, (as mentioned on *p. 570)
*-Network* *Performance* *-Tools that trace and locate the source of Network Outages*
*Test Question* *List four different categories of utility tools support agents find useful to provide support for OPERATING SYSTEM PROBLEMS*
*-Registry cleaner* *-Recovery disk* *-Windows command-line utilities* *-Autoruns of automatic launching applications at start-up*
*List Question* *What are 3 an agent would use to address Software Application Problems* (as mentioned on *p. 562)*
*-Utility that audits installed software on a PC to help verify that ONLY LICENSED SOFTWARE is in use* *-Utility tool that reports on the PATCH STATUS of installed software and ASSISTS w/OBTAINING NECESSARY UPDATES* *-Utility Tool to UNINSTALL software when the Programs and Features uninstall tool in Windows does not do a thorough job.*
*List Question* *List the 4 utility tools an agent would use to address "*PC*" *Performance* *Enhancements* (as mentioned on *page 581)*
*-Utility that evaluates and benchmarks a "PC's" operating speed against other "PCs" or known standards* *-Software Tool that adjusts the configuration and settings of a "PC" to optimize performance* *-Tool that erases temporary, unused, damaged, obsolete, and archived files from a PC's disk drive in order to free up disk space.* *-Utility Tool that defragments disk space to reduce the number of input/output operations required to read or write a file and speed up accesses to the drive*.
*List Question* *List the 6 utility tools an agent would use to address Security Problems* (as mentioned on *pages 586-587)*
*-Utility that scans disk drives, memory, incoming and outgoing email messages, attachments, data files, and Internet pages for viruses* *-Software Tool that scans a PC's memory and media for spyware and other malware that could compromise the identity, privacy, or confidentiality of an end user and affect PC performance* *-Tool to monitor Internet security, including protecting against firewall breaches, malware and viruses and IDing software that requests an open port to the Internet, which may serve as a backdoor access for Internet security attacks.* *-Utility to detect hidden files and folders, which may indicate the presence of rootlet software on a PC* *-Utility tool to evaluate the strength of a user's passwords and make suggestions on how to improve passwords so they are less susceptible to password guessers* *-Utility that performs a secure erase operation (also called a file shred or destructive delete operation) on files, folders, or an entire direct. These utilities are useful for protecting confidential info before a PC is recycled, donated or transferred to another user*
*Def.* of the Network Problem called a, *"Service fault"*
*An interruption of service in a network environment; may appear as a performance degradation or as a complete disruption of normal service. A server crash or an inoperative network device (such as a router or gateway) are common causes of service faults*.
*Def.* of the term, *Secure erase*
*An operation that obliterates data in disk files and folders by repeatedly writing random bit patterns on disk media; often used before a PC is recycled, donated, or handed down to another user to erase sensitive personal or corporate information*.
*Def.* of the term, *Vulnerability*
*Any weakness in a system that is connected to the Internet or other network that permits an attacker to violate the integrity of the system. Common vulnerabilities include the transmission of viruses, spyware, and other executable code and scripts; open firewall ports that permit external access; software design flaws that open a back door into a system; and security breaches such as easily guessed passwords.*
*Fill-in-the-blank Question* or *Multiple-Choice Question* *What action should be performed on a PC prior to using a Windows Registry edit utility?*
*Back up the Registry onto a disk drive*
*Why Question for Disk Cleanup* *Why does a support agent perform a Disk Cleanup before doing a Defragmentation of a Hard Drive?*
*Because a Disk Cleanup operation: erases temporary, unused, damaged, obsolete and archived files from a PC's disk drive in order to free up disk space*
*Description Question about Defragmentation* *Why is defragmentation of a hard disk performed*?
*Because defragmented hard disks ofter perform better than those with heavily fragmented files*
*True/False Question* *Open source, freeware, and shareware utilities are not commercial products*
*False*
*Def.* of the term, *Firewall*
*Hardware or software designed to intercept and prevent unauthorized attempts to access a computer system from an external network, such as the Internet. See also vulnerability*
*Def.* of the term, *RootKit*
*Malware that permits viruses and spyware to be installed on a user's PC without their knowledge or consent*; *a rootkit can be activated during a system's start-up process and may capture keystrokes and mouse clicks*. *Rootkits* *are difficult to detect because rootkit files and folders are* *hidden from normal view*.
*Describe Question* *Describe to what "poor performance" of a Network could be attributed?* (p.570)
*Poor Network Performance can indicate problems with:* *-hardware of devices, cables, servers, routers, switches* *-software* *-configuration setting problems of a network* *-service faults* *-throughput bottlenecks*
*Def.* of the term, *Password Guesser*
*Software that attempts to discover a user's online password either by making repeated, obvious guesses based on the user's name, address, and other known information, or by using a brute force guessing method, which employs repeated tries of words in a dictionary or database of common passwords*.
*Def.* of the term, "*Software Utilities*"
*Support specialists use a variety of software tools and information resources to perform their assigned tasks* *Some tools are software utilities that help diagnose and resolve problems encountered by users*.
*Multiple-Choice Question* *What category of utility tools prepares documents that would likely be included in a site installation notebook?* *Select one:* a.) Network Support b.) Bandwidth Tester c.) *System Information* d.) Rootkit*
*System Information*
*Describe Question* *What other utilities besides those mentioned on p. 552 could also report configuration info?*
*System Problem Diagnosis* Utilities and *Performance Enhancements*
*Fill-in-the-blank Question* ____________*is the process of defining and diagnosing and solving technology problems*
*Troubleshooting*
*Def.* of the term, "*Down Time*"
*p. 451 from Ch. 10:* *Down Time* is the measure of the number of hours per week or month that a PC or server is unavailable for use because of power failures brother problems*
*Def.* of the term, *"Autorun Utility"*
A utility that permit a support agent to *modify the* *programs loaded* *during system* *start-up,* *(This is* *called an Autorun* *utility)*
*Multiple-Choice Question* *A PC problem diagnosis utility suite is designed to identify problems with*: A. *hardware* B. *application software* C. *operating system* *software*. D. *all of these*
D. *all of these*
*True/False Question* *A software utility advertised as a "free download" is freeware that can be user without paying a license fee*.
Q*False*
*List Question* *What are 4 Hardware Support Utility Software Tools* that were mentioned on p. 547?*
*-Tool that helps eval hardware reliability & stability during a burn-in period* *-Utility that can be used to find & download updated device drivers* *-Utility that performs diagnostic tests of hard disks to evaluate the likelihood of drive failure* *-Utility that tests internal RAM to ID problems caused by memory modules that may need to be replaced*
*List Question* *What are 2 System Info Utility Software Tools* that were mentioned on p. 552?*
*-Tool that prepares reports on installed hardware, software, and configuration info. These reports are useful additions to a site installation notebook, as described in Ch. 10* *-Utility that monitors the start-up (boot) process, and lists device drivers and system services identified during start-up.*
*List Question* *What are 6 Operating Systems Utility Software Tools* that were mentioned on p. 555?*
*-Tool to ID and Modify the software that gets launched automatically during system start-up* *-Utility that cleans debris from a Window's Registry to improve its efficiency* *-Report from Eusing's Registry Cleaner, which checks for several common Registry problems* *-Utility Toll to Perform Registry Mgt. Tasks, including editing Registry keys and values* *-Resource w/Info on Windows Command-Line Utilities (sometimes still referred to a DOS commands or utilities* *-Tool to create a Windows recovery disc, which can be used to start up a system that has an inoperative hard drive or a corrupted operating system. The Microsoft websites point to tutorials on how to make a free Windows system boot disk.*
*List Question* *List the 2 network utility tools an agent would use to address Internet Problems* (as mentioned on *pages 573-574)*
*-Tool to test a PC's Internet connection bandwidth, including DOWNLOAD and UPLOAD speeds* *-Utility tool to ID possible connectivity vulnerabilities due to an external internet device's ability to penetrate a connected PC*
*Describe Question* *Describe for what a support agent would use utilities concerning application software problems*, (as mentioned on *p. 562)*
*-Tools that inventory software installed on PCs* *-Tools that verify that any installed software has an authorized software license* *-Utilities that report on the update status of software* *_Utilities that perform tasks to UNINSTALL a software package*
*Def.* of the term, *"Disk Cleanup Operation*
*A Disk Cleanup Operation is a procedure support agents often perform PRIOR to defragmenting a drive*
*Def.* of the term, *"Dashboard"*
*A REPORT that includes a real-time display of statistical performance information and service fault alerts in a visual, graphical format; a network administrator may view a dashboard on a monitor that reports the performance of the network operation and sounds an alarm or alert during a service interruption.*
*Def.* of the term, *"Windows Command-Line Interface"*
*A black screen that has no use of Graphic User Interface. The Command-Line Interface is used for the purpose of accepting keyboard commands as text by a user at a command-line prompt.* *The way a user gets onto the Command-Line Interface is by typing the "Windows Run" in the "start" space of a monitor*
*Def.* of the term, *"Recovery Disk"*
*A disk medium that contains software images to reinstall, repair, or restore an operating system on a PC's hard drive to its original condition; most recovery disks are optical media and are designed to start a PC when an installed operating system has been damaged or corrupted.*
*Def.* of the term, *Recovery Disk*
*A disk medium that contains software images to reinstall, repair, or restore an operating system on a PC's hard drive to its original condition; most recovery disks are optical media and are designed to start a PC when an installed operating system has been damaged or corrupted.*
*Def*. of the term, *"Software License"*
*A legal contract between a vendor and a user that governs the use of a software package or information service; a user is provided with a license to use a software package according to the terms and conditions of the license agreement by paying a fee (for commercial software) or by agreeing to the terms of an end-user license agreement (for freeware, open source, or trial shareware). The license may be in the form of a purchase receipt, an online registration with email confirmation, or a product activation key.*
*Def.* of the term, "*End-user license agreement*, *(EULA)*"
*A legal contract between a vendor and a user that governs the use of a software package or information service; in order to use a software package, an end user must agree to the terms of the license agreement. EULAs often state that an end user does not own a software package, but is allowed to use it following the terms and conditions of the agreement.*
*Def.* of the term, *"Audit"*
*A process to determine which software versions are installed on a PC or a network server; an audit may be conducted for inventory purposes (asset management), to gauge compliance with the terms of a software license or EULA, or to identify use of unauthorized software by end users.*
*Def.* of the term, *"stress test"*
*A repetitive operation performed to evaluate the ability of a PC system to operate at peak efficiency for a defined time period under a maximum processing load; a burn-in test of new hardware components is an example of one use of a stress test.*
*Def.* of the term, *Virus hoax*
*A seemingly authentic email message or other communication a user receives about a possible virus threat that turns out to be a deceptive or inaccurate warning about a nonexistent threat*.
*Def.* of the term, *"a burn-in utility"*
*A software utility tool of primary use to a support specialist who assembles or installs hardware systems is:*
*Def.* of term, *"PC Problem Diagnosis Utility Suite*
*A software utility tool that support agents use that bundles several utility tools together in one package.* *The categories that Diagnosis Utility Suite Tool will include are these:* *-hardware problems* *-operating* *problems* *-application* *software* *problems*
*Def.* of the term, "*Privacy policy*"
*A statement describing how an organization collects, maintains, and uses information provided by and about its customers or users; a privacy policy may authorize certain uses of information—such as its sale to a business partner or other third parties.*
*Describe Question* *Briefly describe the advantages of a stress test on a PC prior to its installation at a user site*
*A stress test can help identify hardware problems such as marginal or heat-sensitive or malfunctioning components before the PC is put into productive use.*
*Def.* of the term, *"Patch Status"*
*An evaluation of whether all current updates have been downloaded and applied to a software package to fix one or more known bugs; includes an evaluation of service packs, security fixes, and feature releases*.
*Def.* of the term, "*Opt-in check box*"
*An input form on a Web site that permits a user to agree to specified services and provisions (a check box to accept the terms of an end-user license agreement is a common example); check box responses are not always prominently displayed and may default to a positive agreement to accept a service (periodic email ads, for example) or even a subscription to a fee-based service, unless a user unchecks the box.*
*Def.* of the Network Problem called a, *"Throughput bottleneck"*
*An interruption of normal network traffic that reduces or halts the flow of data on a network; common bottlenecks include heavy packet volumes, external denial-of-service attacks, huge volumes of spam emails, processor or memory overload, and contention for disk accesses*.
*Def.* of the term, *defragmentation of a hard disk*
*Defragmentation ARRANGES THE HARD DISK so your *drive head* doesn't have to run around the entire platter to READ A SINGLE FILE* *Here is why defragmentation needs to be performed*: Over time, files on your hard drive get fragmented, and your computer slows down. Most hard drives have spinning platters, with data stored in different places around that platter. When your computer writes data to your drive, it does so in "blocks" that are ordered sequentially from one side of the drive's platter to the other. Fragmentation happens when those files get split between blocks that are far away from each other. The hard drive then takes longer to read that file because the read head has to "visit" multiple spots on the platter. Defragmentation puts those blocks back in sequential order, so your drive head doesn't have to run around the entire platter to read a single file.
*True or False Question* *The values in the Windows Registry database have restricted access and can only be modified directly by Windows; access by software utilities is not permitted*.
*False*
*True or False Question* *Tools in the Windows control panel always completely remove a software application from a PC*.
*False*
*True or False Question* *Versions of the Windows* *operating system* after Windows 2000 *do NOT have* *a command-line prompt feature*.
*False*
*Def.* of the term, *"Windows Registry"*
*The Windows Registry, usually referred to as just the registry, is a collection of databases of configuration settings in Microsoft Windows operating systems. *
*Describe Question* *Describe for what a support agent would use Internet Support Utility Software*, (as mentioned on *p. 573)
*To monitor and ID problems with Internet Use includes utilities to test and report on:* *-Internet Connection Bandwidth Speeds* *-ID Potential SECURITY problems due to Internet connectivity*
*Describe Question* *Describe for what a support agent would use Performance Enhancements* Utility Software, (as mentioned on *page* *581*)
*Tools to help support agents* *MONITOR and IMPROVE* *"PC" performance* include: *-utilities to benchmark a PC's performance* *-utilities to adjust the configuration settings on a PC to IMPROVE operational performance* *-utilities to erase files to free up disk space* *-utilities to DEFRAGMENT DISK SPACE to reduce the number of disk accesses required to read and write programs and data*
*Describe Question* *Describe for what a support agent would use File Mgt. Tasks* Utility Software, (as mentioned on *p. 576*)
*Tools to help support agents* *manage files and folders* on a *PC include*: *-Utilities to back up disk* *media,* *-Utilities to back up data to* *an Internet (cloud) service*, *-Utilities that convert files* *from one format to another* *-Utilities that recover files that* *were accidentally deleted*.
*Describe Question* *Describe for what a support agent would use Operating Systems Utility Software*, (as mentioned on *p. 555)
*Tools*to help support agents *diagnose* *problems* *with* *operating system* software include utilities that permit an agent to *modify the* *programs loaded* *during system* *start-up,* *(This is* *called an Autorun* *utility)* and *utilities that delete* *unused and* *obsolete info on the* *Windows Registry.* *Other useful tools* include an info *resource that* *describes utilities* *and commands that* *can be entered into* *the Windows* *Command-Line* *Interface*
*True or False Question* *A PC may be vulnerable to attacks from the internet if some patches have not yet been downloaded and installed*.
*True*
*True/False Question* *A dashboard is a display of network performance information and fault warnings that a network administrator uses to monitor network operation.*
*True*
*True/False Question* *A firewall is hardware or software designed to prevent unauthorized attempts to penetrate a computer system from outside a network.*
*True*
*True/False Question* *Backup utilities can copy files from a PC's hard disk onto optical media, removable drives, USB drives, to a network server, or to an Internet service*.
*True*
*Describe Question* *What other utilities besides those mentioned on pages. 573-574 could also be used to manage Network Internet Challenges?*
*Utilities included in the "Security Solutions" section of this chapter*
*Describe Question* *What other utilities besides those mentioned on p. 555 could also be used to manage operating systems tasks?*
*Utilities included in the "System Problem Diagnosis," "Software Support--Applications," and "File Mgt." sections in this chapter*
*Fill-in-the-blank Question* *A software utility tool of primary use to a support specialist who assembles or installs hardware systems is* ____________________.
*a burn-in utility*
*Fill-in-the-blank Question* or *Multiple-Choice Question* *A type of utility tool that can modify which software is launched automatically at start-up is*: _________________.
*an autoruns utility*
*Fill-in-the-blank Question* or *Multiple-Choice Question* *A utility software tool designed to clean up a failed software isntallation is*:__________ *Select one:* a.) an undelete utility b.) *an uninstaller utility* c.) a disk clean utility d.) a diagnostic utility
*an uninstaller utility*
*Fill-in-the-blank Question* *A(n) ___ tool is a utility that inventories the software versions installed on a PC to determine compliance with licensing agreements.*
*audit*
*Def.* of the term, *"System Information"*
*category of utility tools prepares documents that would *REPORT* *CONFIGURATION* *info*
*Fill-in-the-blank Question* or *Multiple-Choice Question* *Before a support specialist installs an application software package, he or she should* ____.
*close all open programs*
*Fill-in-the-blank Question* *Hardware ____________________ problems are caused by incorrect settings for the environment in which the hardware must operate.*
*configuration*
*Fill-in-the-blank Question* *A(n) ____________________ is a visual display of key performance measures in a help desk software package used to monitor a help desk operation and identify issues that need management attention.*
*dashboard*
*Fill-in-the-blank Question* *A(n) ___ utility rewrites all the files and folders on a disk drive so they are stored in contiguous sectors in order to improve disk performance.*
*defragmentation*
*Fill-in-the-blank Question* *Hardware components that cannot operate together in the same PC are called* ____________________.
*incompatible*
*Fill-in-the-blank Question* or *Multiple-Choice Question* *Special-purpose utility programs that aid in the startup and configuration of application packages is called*____________________.
*installation software*
*Fill-in-the-blank Question* *A(n) ____________________ is a network based on Internet technology accessible by users within an organization*.
*intranet*
*Fill-in-the-blank Question* or *Multiple-Choice Question* *A(n) ___ is a legal contract between a vendor and a user that governs the use of a software package, such as a utility program*
*license agreement/software license*
*Multiple-Choice Question* *Which of these utility tools would you least expect a support agent to find useful to solve problems with file and folder management*? *Select one:* a.) file format converter b.) deleted file recovery c.) *patch status monitor* d.) backup utility
*patch status monitor*
*Fill-in-the-blank Question* or *Multiple-Choice Question* *A(n) ____________________ is a replacement for one or a few small modules in a software package that fixes known bugs in the software*.
*patch*
*Fill-in-the-blank Question* *Illegally copying, distributing, or using proprietary software or information is called* ____________________.
*piracy*
*Fill-in-the-blank Question* *A database of hardware and software configuration information maintained in a Windows operating system is called a(n) __________________*
*registry*
*Fill-in-the-blank Question* or *Multiple-Choice Question* *A(n) ____________________ is a software package that contains some new features that have been added to an existing program without a major rewrite effort.*
*release*
*Fill-in-the-blank Question* or *Multiple-Choice Question* *A(n) _________________________ is a backup copy of the configuration of a PC which a user can revert to if an operational problem arises*.
*restore point*
*Fill-in-the-blank Question* *A(n)* ____________________ *is software that can attach itself to other software or to disk media and cause harm to the programs and data stored on a PC.*
*virus*
*Describe Question* *What other utilities besides those mentioned on page 576 that could also be used to manage File and Folder Challenges?*
-*Utilities included in the* *"Hardware Support"* sections of this chapter _Utilities included in the *"Software Support*--*Operating Systems"*
*Describe Question* *Describe for what a support agent would use Performance Enhancements* Utility Software, (as mentioned on *page* *581*)
-*Utilities included in the* *"Hardware Support"* sections of this chapter _Utilities included in the *"System Problem Diagnosis*
*List Question* *List the 4 utility tools an agent would use to address File Mgt. Tasks Problems* (as mentioned on *pages 573-574)*
-Utility *that can be* *SCHEDULED to run BACKUPS* ON A *PREDEFINED* *SCHEDULE* to *back up files and folders* *from a DISK* to a *LOCAL* or *NETWORK DEVICE*, such as: a.) *a hard drive*, b.) *optical disk*, c.) *removable disk*, or d.) *USB drive* -Service *that can be* *SCHEDULED to run BACKUPS* *AUTOMATICALLY that* *provides file and folder* *backup storage on an* *Internet Server* -Tool to *convert a file from* *one format to another*; *for* *example JPEG format to TIFF* *format* -*Utility tool that attempts to* *recover deleted files from* *disk media*
*Describe Question* *Describe for what a support agent would use System Info Utility Software*, (as mentioned on *p. 552)
Tools to help support agents *locate info* about a *PC* include utilities that *report on *CONFIGURATION* *info* and those that *monitor & prepare* a *log of activities* *during a PC's start-up* *process*
*Describe Question* *Describe for what a support agent would use Security* Utility Software, (as mentioned on *pages* *586-587*)
Tools to help support agents *provide users with Internet security solutions include*: *-Utilities to protect against* a.) *viruses*, b.) *spyware*, c.) *firewall breaches*, d.) and *rootkit violations*, as well as -Tools to *evaluate the strength of user passwords* and Utilities to *securely erase files from a hard drive.*