Study sets matching "computer user support"

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Classes
Users

Study sets matching "computer user support"

7 terms
Computer User Support for Helpdesk
6 classifications of end users
How much of the cost is hardware?
What are some costs for software?
What are some costs for data and infor…
Environment... Skill level... Frequency of use... Software Used... Featur…
20%
Always anticipate future needs with operating system and soft…
Monthly cost of the internet and the cost of downloading.
6 classifications of end users
Environment... Skill level... Frequency of use... Software Used... Featur…
How much of the cost is hardware?
20%
Chapter 1 Computer User Support
Applications development backlog
Carpal tunnel syndrome
Chat service
Cloud computing
the excess demand for new computer applications that outstrip…
Severe hand or wrist pain due to an inflammation of the tendo…
A Web-based interactive service that allows two or more users…
a type of infrastructure in which powerful servers in organiz…
Applications development backlog
the excess demand for new computer applications that outstrip…
Carpal tunnel syndrome
Severe hand or wrist pain due to an inflammation of the tendo…
Chapter 7 Computer User Support
abandonment rate
behavioral question
certification
chargeback
The percentage of calls in which the user hangs up before sup…
An interview question that gives a job applicant an opportuni…
An assessment process designed to measure and document a prof…
A fee charged by a support group to clients or end users to o…
abandonment rate
The percentage of calls in which the user hangs up before sup…
behavioral question
An interview question that gives a job applicant an opportuni…
Chapter 6 Computer User Support
Archive
Asynchronous
Authentication procedure
Automated call distributor (ACD)
a database or paper file used to store and retain records rel…
a method of communication in which the communicators do not h…
An incident management step in which an agent determines whet…
A computer telephony system that automates many of the first…
Archive
a database or paper file used to store and retain records rel…
Asynchronous
a method of communication in which the communicators do not h…
Chapter 5 Computer User Support
Automatic update
Bug
Build number
Burn-in test
A feature of operating systems and application software that…
an error in a computer program that occurs when a programmer…
a low-level version number for a software program, which can…
A hardware test during which a new computer or component is o…
Automatic update
A feature of operating systems and application software that…
Bug
an error in a computer program that occurs when a programmer…
Chapter 10 Computer User Support
assistive device
biometric reader
business interruption insurance
custom installation
A computer peripheral or software application that adapts a c…
A computer hardware device that can uniquely identify a user…
A type of business insurance policy that helps offset the cos…
A software installation option that lets the installer select…
assistive device
A computer peripheral or software application that adapts a c…
biometric reader
A computer hardware device that can uniquely identify a user…
Chapter 4 Computer User Support
Active listening
Contradiction
Creativity
Critical question
a communication skill that results in a listener being as inv…
a fact established through investigation that rules out, or c…
the critical-thinking ability to find a novel or innovative s…
a question designed to elicit important information from a us…
Active listening
a communication skill that results in a listener being as inv…
Contradiction
a fact established through investigation that rules out, or c…
A Guide To Computer User Support
1. "I can give you a workaround for th…
1. "Technical writing should be concis…
1. A Web site that contains large numb…
1. A communication skill commonly used…
empathy
compound sentence
Mechanics
Paraphasing
1. "I can give you a workaround for th…
empathy
1. "Technical writing should be concis…
compound sentence
25 terms
A Guide to Computer User Support...:Chapter 7(User Support Management)
abandonment rate
behavioral question
certification
chargeback
The percentage of calls in which the user hangs up before sup…
An interview question that gives a job applicant an opportuni…
An assessment process designed to measure and document a prof…
A fee charged by a support group to clients or end users to o…
abandonment rate
The percentage of calls in which the user hangs up before sup…
behavioral question
An interview question that gives a job applicant an opportuni…
31 terms
Ch. 1: Introduction to Computer User Support
applications development backlog
carpal tunnel syndrome
chat service
cloud computing
The excess demand for new computers applications (programs) t…
Server hand or wrist pain due to an inflammation of the tendo…
An interactive web-based service that allows two or more user…
A type of infrastructure in which powerful servers in organiz…
applications development backlog
The excess demand for new computers applications (programs) t…
carpal tunnel syndrome
Server hand or wrist pain due to an inflammation of the tendo…
A Guide to Computer User Support Ch.10
The purpose of a preinstallation site…
The length times the width of a comput…
The display screen connected to a comp…
________ deals with how to design comp…
anticipate possible installation problems
footprint
down slightly
ergonomics
The purpose of a preinstallation site…
anticipate possible installation problems
The length times the width of a comput…
footprint
A Guide To Computer User Support Ch.7
A primary purpose of help desk perform…
Which of the following aspects of help…
A(n) ______ is a process to evaluate a…
A measure of the number of support cal…
justify the value and expense of help desk services
help desk fees for services
performance appraisal
an Erlang
A primary purpose of help desk perform…
justify the value and expense of help desk services
Which of the following aspects of help…
help desk fees for services
22 terms
A Guide to Computer and User Support Chp1
True
All of these... a) increase in the number…
environment, software use, features us…
Information Technology (IT), Informati…
True or False? The goal of early large-scale computers was to…
Which of these developments account for the trend to decentra…
Computers users can be classified by characteristics such as…
A modern name for the Data Processing Department is ________.
True
True or False? The goal of early large-scale computers was to…
All of these... a) increase in the number…
Which of these developments account for the trend to decentra…
10 terms
Ch 1 terms - computer user support
End-user computing
Applications development backlog
Knowledge worker
Microcomputer
The use of computer technology for both business and personal…
The excess demand for computer applications (programs) that c…
An employee whose primary job is to collect, prepare, process…
Complete computer (often called a personal computer or PC) bu…
End-user computing
The use of computer technology for both business and personal…
Applications development backlog
The excess demand for computer applications (programs) that c…
28 terms
Computer User Support CH 1-4
end-user computing
Applications Development backlog
knowledge worker
microcomputer
use of computer technology for both business and personal use.
excess demand for computer applications that could not be met…
employee whose primary job is to collect, prepare, process, a…
a complete computer built on a smaller scale than large scale…
end-user computing
use of computer technology for both business and personal use.
Applications Development backlog
excess demand for computer applications that could not be met…
Computer User Support chapter 1 vocab
application development backlog
Carpal Tunnel Syndrome
Chat service
cloud computing
The excess demand for new computer application (programs) tha…
Severe hand or wrist pain due to an inflammation of the tendo…
An interactive web-based service that allows two or more user…
A type of infrastructure in which powerful servers in organiz…
application development backlog
The excess demand for new computer application (programs) tha…
Carpal Tunnel Syndrome
Severe hand or wrist pain due to an inflammation of the tendo…
40 terms
Chapter 1 Computer User Support CPT-268
1940s
1950s
1970s
1960s
The Invention of Central Processing Units (CPUs) and Peripher…
Early Use of computers in large corporations
Widespread use of workgroup computers... Terminal Access by work…
Widespread use of large scale computers... Early use of smaller,…
1940s
The Invention of Central Processing Units (CPUs) and Peripher…
1950s
Early Use of computers in large corporations
21 terms
Intro to Computer User Support Chp.3
What is the main goal of documentation?
What is tutorial format?
Whats the purpose of online help guides?
Can you write emails in whatever forma…
to provide information to end users or co-workers
a step by step guide to hardware or software features or inst…
provide convenient access to information and replace a printo…
No, needs to be written with good technical writing
What is the main goal of documentation?
to provide information to end users or co-workers
What is tutorial format?
a step by step guide to hardware or software features or inst…
32 terms
MTP8130 Computer User Support 1 Terms
Applications Devopement Backlog
Carpal Tunnel Sysndrom
Chat service
Cloud Computing
Demand for computer application are outstipped by supply
severe hand/wrist pain by tendons because of over use
Web based typed method of communication by 2 or more people
( centralized storage)infunstructure were powerful seervers p…
Applications Devopement Backlog
Demand for computer application are outstipped by supply
Carpal Tunnel Sysndrom
severe hand/wrist pain by tendons because of over use
17 terms
Chp. 10 Intro to Computer User Support
What is the Desktop footprint?
How is the position of screen and desk…
What is power conditioner?
Downtime vs Up-time?
length x width (measured in square inches)
desktop height: 26 to 28 inches from floor... display: straight…
a device between computer equipment and its power source that…
Downtime: number of hours per week or month when the system i…
What is the Desktop footprint?
length x width (measured in square inches)
How is the position of screen and desk…
desktop height: 26 to 28 inches from floor... display: straight…
21 terms
A Guide to Computer User Support Chp 2
True
personal communication style
greeting
Therapeutic
(True/False) Communication skills are often more difficult fo…
A(n) _____ is a choice each support agent makes about how pro…
A user's first impression of a support agent usually comes fr…
Which listening type focuses on opportunities to empathize wi…
True
(True/False) Communication skills are often more difficult fo…
personal communication style
A(n) _____ is a choice each support agent makes about how pro…
22 terms
Intro to Computer User Support Chp 4
What is troubleshooting
What is the iterative process
What troubleshooting process should yo…
What are three thinking skills used in…
process of defining diagnosing and solving technology problems
involves several paths or approaches to a problem
hit and miss
problem solving critical thinking decision making
What is troubleshooting
process of defining diagnosing and solving technology problems
What is the iterative process
involves several paths or approaches to a problem
15 terms
Computer User Support Chapter 8: Product Evaluation Strategies and Support Standards
acceptable use guidelines
benchmark
extraneous variable
ezine
Standards adopted by an organization and publicized among its…
An objective test or measurement used to evaluate the speed,…
A factor that could bias the results of an objective benchmar…
An electronic magazine organized like a print publication, bu…
acceptable use guidelines
Standards adopted by an organization and publicized among its…
benchmark
An objective test or measurement used to evaluate the speed,…
24 terms
A Guide to Computer User Support Chp 3 terms
1. Acronym
Active voice
Analogy
Brainstorm
A word formed from the initial letters of words in a phrase;…
A sentence in which the subject performs the action indicated…
A comparison between an unfamiliar concept and a familiar one…
A method used to generate a list of potential ideas or topics…
1. Acronym
A word formed from the initial letters of words in a phrase;…
Active voice
A sentence in which the subject performs the action indicated…
20 terms
A guide to Computer User Support and Training: Ch. 12 (A User support utility kit)
audit
Browser header
Dashboard
End User License Agreement (EULA)
A process to determine which software versions are installed…
Identification information about a user's PC that is sent to…
A real-time display of statistical performance information an…
A legal contract between a vendor and a user that governs the…
audit
A process to determine which software versions are installed…
Browser header
Identification information about a user's PC that is sent to…
Chapter 5 Quiz - Advanced Technical Support - Computer User Support for Help Desk and Support Specialists
Which of these sources of hardware pro…
Computer hardware components that cann…
Industry agreements that cover how com…
Most hardware components today use whi…
Component design problems
incompatible
Plug and Play standards
Plug and Play standards
Which of these sources of hardware pro…
Component design problems
Computer hardware components that cann…
incompatible
16 terms
A Guide to Computer User Support Chp 2 Terms
Blog
Customer-service ethic
Difficult client
Empathy
A feature of a Web site where a writer posts messages to whic…
An organization-wide commitment, shared by everyone from top…
A user who requires special handling strategies because he or…
An understanding of and identification with a user's problem…
Blog
A feature of a Web site where a writer posts messages to whic…
Customer-service ethic
An organization-wide commitment, shared by everyone from top…
32 terms
A Guide to Computer User Support Chp 1 Terms
Applications development backlog
Carpal tunnel syndrome
Chat service
Cloud computing
—The excess demand for new computer applications... that outstri…
Severe hand or wrist pain due to an inflammation of the... tendo…
—A Web-based interactive service that allows two or more user…
—A type of infrastructure in which powerful servers in organi…
Applications development backlog
—The excess demand for new computer applications... that outstri…
Carpal tunnel syndrome
Severe hand or wrist pain due to an inflammation of the... tendo…
31 terms
A Guide to Computer User Support Chp 4 terms
Active listening
Analogy
Contradiction
Creativity
A communication skill that results in a listener being as inv…
A way in which a current problem is similar to other problems…
A situation in which a fact established through investigation…
The critical-thinking ability to find a novel or innovative s…
Active listening
A communication skill that results in a listener being as inv…
Analogy
A way in which a current problem is similar to other problems…
23 terms
A guide to Computer user support and training Ch.6
archive
Asynchronous
Authentication Procedure
Automated Call Distributor
A database or paper file used to store and retain records rel…
A method of communication in which the communicators do no ha…
An incident management step win which agent determines whethe…
A computer telephony system (a package of hardware and softwa…
archive
A database or paper file used to store and retain records rel…
Asynchronous
A method of communication in which the communicators do no ha…
21 terms
A Guide to Computer User Support Chp 3 Review
false
reference sheet, handout
false
tutorial manual
(True/False) The primary goal of technical writing is to ente…
A(n)___ is a short document primarily intended to summarize m…
(True/False) All users prefer online documentation to printed…
Documentation that is organized as a step-by-step introductio…
false
(True/False) The primary goal of technical writing is to ente…
reference sheet, handout
A(n)___ is a short document primarily intended to summarize m…
32 terms
User Support
What is a problem?
What is the primary job of PROBLEM Man…
What are 3 components of support servi…
What are the 3 helpdesk structures?
The cause of one or more incidents.
PREVENT problems from happening... ELIMINATE recurring incidents…
People ... Tools... Procedures
Virtual... Centralised... Local
What is a problem?
The cause of one or more incidents.
What is the primary job of PROBLEM Man…
PREVENT problems from happening... ELIMINATE recurring incidents…
TCMG 272 a guide to computer user support Ch. 1-5
Root cause analysis is an iterative pr…
A feature of a website where discussio…
A computer user who enters an incorrec…
A website that contains large numbers…
d. Why?
c. user forum
c. User mistake
b. mechanics
Root cause analysis is an iterative pr…
d. Why?
A feature of a website where discussio…
c. user forum
TCMG 272 a guide to computer user support ch. 9-12
The most effective fire extinguisher f…
A project task is a specific, measurab…
End user needs assessment is a formal…
When a trainer is confronted with trai…
b. Halon gas or a substitute
b. False
b. False
b. False
The most effective fire extinguisher f…
b. Halon gas or a substitute
A project task is a specific, measurab…
b. False
217 terms
a guide to computer user Support for help desk and support specialist up to CH10
True or false by the early 1980s hardw…
true or false the larger number of inc…
____ are an attempt to strike a reason…
true or false in order to avoid bias a…
false
true
product standards
false
True or false by the early 1980s hardw…
false
true or false the larger number of inc…
true
24 terms
A guide to computer user support & training Ch. 11 (Technology Training for Users)
Assessment
Auditory learner
bells and whistle
Beta Test run
A process that measures whether the training activities have…
A person who learns most effectively by listening to someone…
Features of hardware or software that may be interesting or e…
a practice training session to evaluate materials and identif…
Assessment
A process that measures whether the training activities have…
Auditory learner
A person who learns most effectively by listening to someone…
43 terms
A Guide to Computer User Support for Help Desk and Support Specialist: 11 & 12
Audit
Browser Header
Dashboard
End-user license agreement (EULA)
A process to determine which software versions are installed…
Identification information about a user's PC that is sent to…
A real-time display of statistical performance information an…
A legal contract between a vendor and a user that governs the…
Audit
A process to determine which software versions are installed…
Browser Header
Identification information about a user's PC that is sent to…
68 terms
A Guide to Computer User Support for Help Desk and Support Specialist: Chapter 9 & 10
Acquisition Cost
Build Vs Buy Decision
Change Management Procedure
Cost Benefit Analysis
A category of project costs to build or purchase the initial…
The decision an organization makes about whether to build a c…
Steps project managers use to document requested and approved…
A comparison of the expenses of a potential project solution…
Acquisition Cost
A category of project costs to build or purchase the initial…
Build Vs Buy Decision
The decision an organization makes about whether to build a c…
217 terms
a guide to computer user Support for help desk and support specialist up to CH10
True or false by the early 1980s hardw…
true or false the larger number of inc…
____ are an attempt to strike a reason…
true or false in order to avoid bias a…
false
true
product standards
false
True or false by the early 1980s hardw…
false
true or false the larger number of inc…
true
39 terms
Chapter 7 User Support Management
Organizations that treat user support…
Which of these categories of workers i…
A computer adaptive test may be able t…
Which of these testing methods is ofte…
False.
...
b. 15
a. computer adaptive tests.
Organizations that treat user support…
False.
Which of these categories of workers i…
...
41 terms
User Support Actual Ppt
?What does ITIL stand for?
What is ITIL?
Who developed ITIL?
What does best practice mean in relati…
It Infrastructure Library
A set of best practices for IT Service Management
UK govt
the best identified approach to a situation based upon observ…
?What does ITIL stand for?
It Infrastructure Library
What is ITIL?
A set of best practices for IT Service Management
Ch1 - User Support Services
Support Standards
Needs Analysis
Computer Facilities Management
Position Description
lists of computer products that an organization allows its wo…
an investigation to determine the features and configuration…
support services to help users with information and questions…
is a written description of the qualifications and responsibi…
Support Standards
lists of computer products that an organization allows its wo…
Needs Analysis
an investigation to determine the features and configuration…
Computer Users
deaf
deteriorating eyesight
with hearing impairments
blind
niesłyszący
pogarszający się wzrok
z upośledzeniem słuchu
niewidomi
deaf
niesłyszący
deteriorating eyesight
pogarszający się wzrok
41 terms
I102 User Support
What does the acronym 'ITIL' stand for?
What is ITIL?
Who developed ITIL?
What does best practice mean in relati…
I.T Infrastructure Library
A set of best practices for I.T. service management
UK Govt
the best identified approach to a situation based upon observ…
What does the acronym 'ITIL' stand for?
I.T Infrastructure Library
What is ITIL?
A set of best practices for I.T. service management
A Guide to Customers User Support Quiz 7
Which of these support management conc…
Which of these aspects of help desk op…
A measure of the number of support inc…
User support managers often use which…
The support mission statement, support performance measures,…
Help desk fees for services
an Erlang unit
Use an Erlang calculation to estimate staffing needs
Which of these support management conc…
The support mission statement, support performance measures,…
Which of these aspects of help desk op…
Help desk fees for services
A Guide to Customer User Support Quiz 10
A system installation checklist is ___
The footprint of a desktop computer ca…
Which of these computer cases has the…
A user's forearms should extend___ to…
a tool for support specialists
the width times the length of the case
Desktop ATX case
down slightly
A system installation checklist is ___
a tool for support specialists
The footprint of a desktop computer ca…
the width times the length of the case
A Guide to Customer User Support Quiz 8
In the early 1980's, significant diffe…
During the early 1980's,____ word proc…
During the 1980s, the number of compet…
During the 1980s, incompatible compute…
competitive strenghts
several
Hard to cross-train employees;productivity was decreased
excessive spare parts inventories, a lack of transferable emp…
In the early 1980's, significant diffe…
competitive strenghts
During the early 1980's,____ word proc…
several
A Guide to Customer User Support Quiz 6
One way to organize user support servi…
The ___ position is unlikely to exist…
The ___help desk position is normally…
Which of these help desk positions is…
a help desk
needs analyst
incident screener
technical support
One way to organize user support servi…
a help desk
The ___ position is unlikely to exist…
needs analyst
A Guide to Customer User Support Quiz 5
Computer hardware components that conn…
Industry agreements that cover how com…
Most hardware components today use whi…
Support staff can reduce the likelihoo…
incompatible
Plug and Play standards
Plug and Play standards
Plug and Play-compatible hardware
Computer hardware components that conn…
incompatible
Industry agreements that cover how com…
Plug and Play standards
A Guide to Customer User Support Quiz 4
Which of thse sequences is the order o…
When there is a current state of event…
A troubleshooter's ability to design a…
Ways in which the current problem is s…
Collect information, consider alternative explanations, formu…
problem solving
critical thinking
analogies
Which of thse sequences is the order o…
Collect information, consider alternative explanations, formu…
When there is a current state of event…
problem solving
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