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IT Support Exam Review
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IT Support Exam Review
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25 Questions

1. A mismatch between the type of printer connected to a PC and the software printer driver installed is an example of a ____.

2. A user who bypasses the documentation to get a new hardware or software package operational as rapidly as possible is a victim of ____.

3. Which of these is not a primary strategy for a support organization that aims for customer service excellence?

4. The ____ form of communication between a user and an agent is asynchronous.

5. An electronic magazine organized like a print publication, but distributed via a website, that may contain product reviews and comparisons is called ____.

6. Which of these devices is not a peripheral?

7. Which of these is not one of the four goals of incident management?

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

9. The purpose of a pre-installation site visit is to ____.

10. 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.

11. A project planning tool that shows basic information about each project task as horizontal bars on a timeline graph is call a ____.

12. A user's forearms should extend ____ to a keyboard.

13. 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.

14. A distributed computing system usually includes ____.

15. KSA stands for ____.

16. Which of these would you least expect to find in an organization's acceptable use guidelines?

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

18. 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.

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

20. The stakeholders in a project who make the final decisions and provide the financing for the project are usually ____.

21. The concept that similar items should be handled consistently throughout a document is called ____

22. The intended audience of a document is generally described in the ____.

23. The goals and objectives of an organization are long-term and do not normally impact decisions about the immediate need for technology solutions and services

24. Some problems user support analysts study turn out to be organizational problems instead of technological problems

25. The Computer Technology Industry Association (CompTIA) A+ exam is an example of ____.

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