Help Desk Operations
User Support Management
Product Evaluation
End User Needs Assessments
12-Step Programs
100
The Goal of the multi-level support model is to handle most incidents at the _____________ support level.
What is Lowest.
100
A Help Desk Job Interview question designed to determine if an applicant has specific eduction and work experience required for a position.
What is A Directed Question
100
This type of feasibility study determines whether there are specific budget limitations on a project decision.
What is Economic
100
List 5 ways automated porject management software tools help manage special projects.
Prepare a Gantt chart to summarize project tasks Show the critical path of a project task Allow project managers to ask 'what if' questions Monitor project progress and prepare progress reports Identify behind schedule tasks Assign project participants to tasks Prepare calendars, budgets, reports
200
A technology trend that permits support agents to answer questions about multiple operating systems from a single PC
What is Virtualization
200
The first vendor to offcer certification programs.
Who is Novell
200
A software solution tha may reduce support costs because services and related products are widely available.
What is Industry Standard Software (or best-selling)
200
The Primary Benefit of building new technology from scratch?
What is Custom solutions may have features that provide a competetive advantage.
200
List the steps in managing a special project.
1 Define 2 Plan 3 Implement 4 Monitor 5 Terminate
300
The process of updating logs or information about an incident as it is processed.
What is Tracking
300
This certification issed to measure the KSA's to use or support a specialized product rather than generic products.
What is Vendor Certification
300
Software packages (sometimes with limited features and/or a trial perious) used to assess the features of a product.
What is Evaluation Copies or Demo's
300
A schematic diagram that uses symbols to represent the parts of a system or office procedure.
What is A Flowchart
300
List the four steps in order of the user needs analysis process
1 Understand the organizations goals 2 Identify Sources of Information 3 Investigate alternativesto the current Technology 4 Make a build versus by decision
400
The support model of a help desk that is structured in to levels or tiers of support.
What is a multi-level support model
400
Online Tutorial courses for those preparing for Certification Exams.
What are CBTs or WBTs
400
Hardware and Software accessories that are market leading products in sales.
What are Industry Standard Products.
400
A project task that must be completed on time in order for the entire project to be completed on time.
What is A task on the projects Critical Path
400
List the steps in the incident management process
1 Authenticate the user 2 Log the incident 3 Prioritize the problem 4 Archive the incident
500
The purpose of prescreening an incident.
What is to determine the incident type and how it will be handled.
500
A certification method in which a computer presents questions that are graded in difficulty from easy to moderate to difficult. The test is designed to quickly estimate a test takers ability.
What is A Computer Adaptive Test
500
The most significate effect of a company having The larger the number of incompatible software packages
What is a Greater cost to train and retrain employees
500
Organizations use these criteria to make decisions about new technology.
What are Feasibility Studies on Time, Staffing, Money and Technology.
500
List the items in an Acceptable Use Statement or Guideline
How users are permitted to use Technology How users are not permitted to use Technology Behaviors that are Prohibited by the organization Behaviors that are Illegal Penalties for unauthorized and illegal use
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