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Name: 
 

Chapter 2 Practice Exam Study Guide



True/False
Indicate whether the sentence or statement is true or false.
 

1. 

Small companies often meet their need for computer support by combining user support with another position description.
 

2. 

Now that many businesses and homes have computers installed, the need for user support employees is less than it was 10 years ago.
 

3. 

The Information Systems department may be too preoccupied with other tasks to provide support to computer end users.
 

4. 

An advantage of assigning primary responsibility for user support to the Information Systems (IS) department is that all computer activities are combined and user know who to call about various computer problems.
 

5. 

A disadvantage to organizing user support under the Information Systems department is that IS often has priorities other than user support that they feel are more important.
 

6. 

End user training is primarily limited to introductory courses for new users.
 

7. 

The purpose of computer product standards is to make the widest possible array of products available to employees in an organization.
 

8. 

Documentation for end users is usually available only in a printed format.
 

9. 

The ability to access, search for, locate and work with information is an important job skill for user support staff members.
 

10. 

Rigorous testing of computer products today has eliminated the need for support specialists to be able to maintain and repair hardware and peripherals.
 

11. 

A task that an employee can get better at with additional training or experience is called a job skill.
 

12. 

A task that an employee can either perform or not perform is called an ability.
 

Modified True/False
Indicate whether the sentence or statement is true or false.  If false, change the identified word or phrase to make the sentence or statement true.
 

13. 

In the chapter CloseUp, Dave Callaghan said the support function at Course Technology has evolved from a technical support to a customer support focus. ____________________

 

14. 

A help desk provides a single point of contact for computer users in need of support. ____________________

 

15. 

In comparison with technical support, user support deals with a broad spectrum of support issues. ____________________

 

16. 

A task that an employee can get better at with additional training or experience is called an ability. ____________________

 

17. 

Since the Internet now makes information easily accessible to end users, the ability to search for, locate, access and work with information is not a primary job skill for user support staff members. ____________________

 

Multiple Choice
Identify the letter of the choice that best completes the statement or answers the question.
 

18. 

Employees who provide informal peer support to other users in an organization ____.
a.
are often highly-trained computer professionals
b.
are often well-trained to provide support
c.
often have little or no training in user support
d.
often have little interest in computers
 

19. 

A single point of contact for users in need of computer support is called ____.
a.
peer support
b.
help desk
c.
one sourcing
d.
information center
 

20. 

A user support organization that provides a wide range of support services to users is called a(n) ____.
a.
information center
b.
help desk
c.
peer support
d.
hotline
 

21. 

A user support group can consist of ____.
a.
part-time support employees
b.
one full-time support employee
c.
several full-time support employees
d.
any combination of these
 

22. 

In order to make effective use of a new or upgraded computer system a user may require ____.
a.
user training
b.
programming
c.
facilities management
d.
a computer operator
 

23. 

Which of these is often stated in a position description as a number of years of education or a degree in a specific field?
a.
knowledge
b.
skills
c.
abilities
d.
any of these
 

24. 

The position description for the support specialist at St. Petersburg Junior College in this chapter illustrates that ____.
a.
network support and user support may be combined in a single position
b.
network support and user support are usually separate positions
c.
it is impossible for one employee to do all the tasks on a position description
d.
a degree in programming is required for most support positions
 

25. 

Computer facilities management deals with ____.
a.
security
b.
ergonomics
c.
purchase of supplies
d.
all of these
 

26. 

"Requires an associate's degree or three years of work experience using Windows and Office software", is a job requirement based on ____.
a.
knowledge
b.
skills
c.
abilities
d.
none of these
 

27. 

"Must be able to write HTML codes to quickly develop effective, interactive Web pages", is a job requirement based on ____.
a.
knowledge
b.
skills
c.
abilities
d.
none of these
 

Completion
Complete each sentence or statement.
 

28. 

_________________________ deals with tasks such as security, maintenance, media backups, virus prevention, ergonomics, purchase of supplies, and preventive maintenance.
 

 

29. 

A(n) _________________________ is an assessment to determine the characteristics of hardware or software needed to meet a user's job requirements.
 

 

30. 

____________________ is a method of providing user support where an organization contracts with a vendor that specializes in computer support to provide services to its employees and clients.
 

 

31. 

An informal level of support where coworkers in a company or department exchange information and provide assistance to their colleagues is ____________________.
 

 

32. 

Printed or on-line tutorial or reference materials for computer users is called _________________________.
 

 

Short Answer
 

33. 

Explain the role of documentation in an organization that has an effective training program for end users.
 

34. 

List three different problems an organization can encounter when each individual employee is permitted to make purchase decisions about computer products.
 

35. 

Explain why the Information Systems (IS) department and the user support group may disagree about the development of end user applications.
 



 
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