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Name:    Chapter 4 Practice Exam Study Guide

True/False Indicate whether the sentence or statement is true or false.
T F	1.	A difficult support problem is one where the caller is angry or upset.
T F	2.	Troubleshooting computer problems is a fixed sequence of steps a support specialist follows from the initial problem description to the resolved problem.
T F	3.	Troubleshooting is a well-defined series of steps that always leads to a resolution of the problem.
T F	4.	A troubleshooter who uses creative thinking is one who can see a problem from a new and different perspective.
T F	5.	Problem solving, critical thinking and decision making are different names for the same skill.
T F	6.	Problem solving is primarily a search for ways in which the current problem is similar to other problems.
T F	7.	To restate a problem description using the user's exact words is called paraphrasing.
T F	8.	The five critical questions described in this chapter are designed to force a troubleshooter to challenge the assumptions she or he may have made about a problem situation.
T F	9.	The primary advantage of distributing a book that includes a CD-ROM of the book text shrink-wrapped with the book is that the CD-ROM takes less space.
T F	10.	The strategy of removing components to return a computer back to a basic configuration is designed to eliminate variables that may make a computer problem more difficult to solve.
T F	11.	A computer system can be treated as a group of subsystems that are linked together to form a complete system that is designed to perform a task.
T F	12.	When a particular combination of hardware, operating system and applications software do not interoperate together, a support specialist often recognizes that the problem is too complex to solve
T F	13.	Personal characteristics of a troubleshooter are simply part of a support specialist's basic personality and cannot be modified with experience, feedback and coaching.
T F	14.	A user support specialist who does not enjoy the problem solving process will probably not enjoy user support as a career path.
T F	15.	User support is a constantly changing field that requires the ability to learn new information and procedures.
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.
T F	16.	Most problems support specialists are likely to encounter on-the-job are difficult ones for a support provider to handle. ____________________
T F	17.	Troubleshooting a computer problem is primarily a well-defined, fixed sequence of steps a support specialist follows. ____________________
T F	18.	To restate a problem description using the user's exact words is called paraphrasing. ___________________________________
T F	19.	An analogy is a search for ways in which the current problem is similar to other problems. ____________________
T F	20.	One of the five critical questions the text recommends to challenge the assumptions a support specialist may be making about a problem situation is: What operating system are you running? ___________________________________
Multiple Choice Identify the letter of the choice that best completes the statement or answers the question.
A B C D	21.	Which of these is not an example of a difficult support problem? a. a problem a support specialist has never seen before b. a problem where the solution is not obvious c. a problem where the caller is angry or upset d. all of these are difficult support problems
A B C D	22.	Which of these sequences is the order of the steps below in the iterative problem-solving process? a) formulate and test hypothesis b) collect information c) analyze results d) consider alternative explanations a. b - c - d - a b. d - b - c - a c. a - b - c - d d. b - d - a - c
A B C D	23.	A troubleshooting activity where there is a current state of events X, a future desired state of events Y, and the troubleshooter's objective is to move from X to Y is called ____. a. critical thinking b. an analogy c. problem solving d. a goal state
A B C D	24.	One of the primary tools a support specialist uses to troubleshoot computer problems is ____. a. a diagnostic program b. a database of information c. thinking skills d. all of these
A B C D	25.	The cognitive skills a troubleshooter uses to understand and explain an event or a situation are called ____. a. problem solving b. critical thinking c. decision making d. none of these
A B C D	26.	The ability to step back from a troubleshooting situation and analyze one's own thinking process is called ____. a. decision making b. problem solving c. metacognition d. creativity
A B C D	27.	An organized collection of information, articles, procedures, tips and problem solutions is called ____. a. a script b. a flowchart c. a newsgroup d. a knowledge base
A B C D	28.	Which of these forms of knowledge bases is the least interactive? a. vendor manuals b. online help c. CD-ROM databases d. Web sites
A B C D	29.	A successful troubleshooter recognizes a dead end (or block in progress) as ____. a. a frustration b. an opportunity to look at other alternatives c. the end of the troubleshooting process d. a stopping point
A B C D	30.	Metacognition involves a troubleshooter asking all but which of these questions? a. Where did I go wrong solving this problem? b. What recent change in configuration caused the user to experience a problem? c. How could I have solved this problem more effectively or efficiently? d. What assumptions did I make that led me in the wrong direction?
Completion Complete each sentence or statement.
	31.	The troubleshooting process that involves selecting one alternative from among a number of possible alternatives based on some evaluation criteria is called ____________________.
	32.	____________________ is a communication skill where a troubleshooter restates a problem in his or her own words to clarify their understanding of a problem.
	33.	A(n) ____________________ is a follow-up question intended to get more information from a user about a problem.
	34.	____________________ is a troubleshooting tools that attempts to repeat a problem condition to see if the problem occurs again in a different situation or environment.
	35.	In the hypothesis testing approach to troubleshooting computer problems, a hypothesis is a ____________________.