CIS 1131 - Chapter 2 Worksheet Name ______________________________
True/False - Indicate whether the sentence or statement is true or false.
1.Peer support is a form of user support in which users look to their work colleagues for help with computer problems.
2.An advantage of assigning primary responsibility for user support to the IS department is that all computer activities are
combined and users know who to call about various computer problems.
3.A help desk provides a single point of contact for computer users in need of support.
4.Since computer products change constantly, user support staff are not expected to evaluate new products for end users.
5.The outsourcing method of support may be combined with an in-house support function in some organizations.
6.User support staff often have more resources, tools, and expertise to install a computer system faster and with fewer
errors than an end user.
7.End user training is primarily limited to introductory courses for new users.
8.A goal of setting product standards is to reduce the cost to support computer products.
Multiple Choice - Identify the letter of the choice that best completes the statement or answers the question.
9.Employees who provide informal peer support to other users in an organization _____.
10.A single point of contact for users in need of computer support is called _____.
11.A user support organization that provides a wide range of support services to users is called a(n) _____.
12.The purpose of support standards is to accomplish all but which of the following?
13.Another common name for a user support center is a(n) _____.
14.A company that contracts with another organization that specializes in user support is using _____.
15.Which of these is an advantage to outsourcing as a way to provide user support?
16.Another name for needs analysis is _____.
17.The process of unpacking, setting up, and configuring a new computer system for a user is _____.
18.In order to make effective use of a new or upgraded computer system, a user may require _____.
19.Which of the following is not primarily a computer facilities management task?
20.A computer virus is most likely dealt with as a _____ problem.
21.Which of these is not a service you would expect of a help desk or hotline?
22.Which of these responsibilities would you least expect to find in a position description for a user support specialist?
23.Which of these responsibilities would you least expect to find in a position description for a user support specialist?
24.The position description for the support specialist at St. Petersburg College in this chapter illustrates that _____.
25.KSA stands for _____.
26.Which of these criteria is least likely to be important to a user support specialist who evaluates new hardware,
software, and network products?
27.The user support staff is most likely to experience conflict with the IS department over _____.
28.Which of these is not a primary reason the growth in the demand for user support workers has declined from the
29.Of the 10 million workers in the information technology field, about _____% work in user support positions.
30.The U.S. Bureau of Labor Statistics predicts that the demand for user support workers by 2010 will _____.