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IT Support Exam Review
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IT Support Exam Review
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25 Questions

1. During the ____ step in the incident management process an incident is categorized as a request for information, a question, a problem, a complaint, or a work order.

2. When a sequence of facts or steps is described, technical writers try to avoid which of these?

3. Reviewing training opportunities with a user normally occurs ____.

4. LBE Helpdesk, featured in this chapter, is an example of a(n) ____.

5. Time management tools in a help desk software package probably have the greatest impact on the productivity of ____.

6. A narrative or diagram that explains the structure and operation of a new or existing technology solution is called a ____.

7. ____ is not a category of management issues covered by the ITIL (Information Technology Infrastructure Library).

8. Which of these utility tools would you least expect a support agent to find useful to diagnose a problem with an inoperable PC?

9. Which of these categories of workers is expected to increase at about the same rate as employment in the US economy over the next decade?

10. A reading level that is appropriate for most technical documentation is ____.

11. Which of these skill levels deals with the meanings of the words people use to exchange information about a subject?

12. Tools to help support agents monitor and improve PC performance, adjust configuration settings, free up disk space, and defragment disk space is called?

13. ____ is not a common source of job stress among user support workers.

14. The primary purpose of help desk performance statistics is to ____

15. In the weighted point evaluation method, if a product receives a vendor support score of 80 and the weight of the vendor support criterion is 10%, the product gets a weighted score of ____ points for vendor support.

16. Tools to manage service level agreements (SLAs) in a help desk software package probably are of greatest use by ____.

17. A backup utility can write copies of important data files and folders on ____.

18. Which of these is primarily an ergonomic device?

19. Support staff can reduce the likelihood of hardware configuration problems today by purchasing ____.

20. Which type of nonverbal behavior is suggested for effective voice quality?

21. The sentence Larry will present a tutorial on Excel macros on Tuesday next week" is in ____ voice."

22. A payroll clerk can often make the final decision on whether a new payroll software package is needed.

23. In the weighted point evaluation method, when two product evaluators disagree about the score for a product, which of these is the least likely strategy?

24. As a general rule, dominance in the software industry does not change over time; the best-selling products in the early 1980s are still the best selling products today.

25. Another name for an input form is a ____

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