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IT Support Exam Review
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IT Support Exam Review
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25 Questions

1. A series of letters that represent a phrase is called ____.

2. Excellent customer service in a support organization is based primarily on which of these factors?

3. The usual sequence of incident escalation during help desk incident management is ____.

4. Which of these is not a common source of security problems?

5. Which of these testing methods is often used in industry certification exams?

6. A support agent who feels that a user needs substantial assistance with the organization of files on their PC should ____.

7. The incident management step in which a user's problem is satisfactorily dealt with is called incident ____.

8. A PC that operates, but does not work as efficiently as it should, has a ____.

9. When a support agent does not know the answer to a question, a good incident management strategy is to tell the user ____.

10. During which training step does a trainer develop details about the specific topics to cover and how to present them?

11. A procedure or feature that accomplishes the same result as another feature that does not work correctly due to a software bug is called a ____.

12. One way to organize user support services that provides a single point of contact for an organization's workers or customers uses a(n) ____.

13. Whether to use the form 'Plug-n-Play' or 'Plug-and-Play' in a document would likely be specified in a ____.

14. Which of these is least likely to be a purpose of proofreading the final draft of a document?

15. The Bureau of Labor Statistics forecasts that the number of computer and network support specialist positions in the US will grow at about ____% over the next 10 years.

16. A help desk structured into levels or tiers of support uses a ____ support model.

17. True or False? Wrist and finger pain is usually the result of a mouse that needs maintenance.

18. A(n) _____________ is an electrical device that permits a user to power on an entire computer system with one switch.

19. Computer software that helps a user enter, edit, format, store, and print text information is a ____.

20. Before a support specialist installs a software application, he or she should ____.

21. Which statement accurately describes the costs associated with tutorials as a training delivery method?

22. Which of these is not a primary step in the needs analysis and assessment process?

23. Utility software, such as virus checker, screen saver, and security software, is usually installed on a PC ____.

24. Which of these product evaluation methods uses several criteria of predefined importance to arrive at a numerical score for each competing product?

25. A needs assessment tool that breaks a procedure into input, processing, and output steps is called a(n) ____.

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