used to find out specfic educational or work experience
What is Directed Question
100
Larger number of these by organizations, the greater the cost to train & retain employees
What is Incompatible Software Packages
100
Preparation, Investigation & Implementation
What is Needs Assessment Project
100
a tool for support specialist
What is installation checklist
100
two large categories: personnel and facilities
What is Support Expense Budgets
200
translates the goals in a mission statement into a strategy to meet the goals
What is support budget (financial plan)
200
Permits a user to try out a product's features and assess it's ability to meet user needs
What is Software Version Copy
200
Feasibility of time, staffing, money & technology are criteria used
What is Decision for new computer system/service
200
26 - 28 inches
What is height of keyboard from the floor
200
List of guiding, principles that communicate help desk or support goals to staff, end users & mgt.
What is Mission Statement
300
relates to support mission statement & employees professional growth objectives
What is evaluating the performance of a support employee
300
Excessive spare parts, lack of transferable employee skills, & increased support costs
What is Incompatible Computer Products
300
Short narrative statement with objectives, scope, methods, participants, deliverables & timelines
What is Project Charter
300
reflects light and is primary issue for users
What is eyestrain
300
Decide on the evaluation criteria, Assign a weight to the importance of each criterion, Weight the product ratings for each criterion by the importance of the criterion and Compute the total ratings for each product;
What is Weighted Point Evaluation Method
400
measures how satisfied users are with the support services they receive
What is User Satisfication Survey
400
Uses objective evaluation criteria instead of an evaluator's personal opinion
What is Benchmark Testing
400
schematic diagram that uses symbols
What is flowchart
400
Designing - laying out spaces/areas to minimize problems and maximize SPC
What is ergonomics
400
assessment tools that breaks procedure into input, processing and output steps
What is I-P-O Chart
500
Act with integrity, and honesty in dealing with the public, end users, coworkers, management and competitors is covered in
What is Professional code of Ethical Behavior
500
RFP
What is Request for Proposal
500
Project manager divides the project into specific tasks or objectives