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PC Help Desk Exam
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PC Help Desk Exam
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25 Questions

1. 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

2. The ____ help desk position is normally staffed by an entry-level employee.

3. Software that is developed collaboratively by a loose-knit team of programmers who agree to distribute the source code without cost is called ____.

4. Which of the following does not normally occur during the first step in the incident management process?

5. A computer adaptive test may be able to determine a test taker's proficiency level by asking as few as ____ questions.

6. Computer hardware components that cannot operate together in the same system are called ____.

7. A replacement for one or a few modules in a software package that fixes one or more known bugs is called a(n) ____.

8. In the weighted point evaluation method, ease of learning and ease of use are examples of which kind of criteria?

9. Which of these statements is true of Honolulu Community College's computer support policies described in the chapter?

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

11. The ____ position is unlikely to exist in a help desk that is organized in a multilevel support model.

12. A common source of user misunderstanding and subsequent calls to help desks is poorly designed ____.

13. An objective test or measurement that computer product evaluators use to compare two or more products is ____.

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

15. The principal concept in the multilevel support help desk model is ____.

16. In the weighted point evaluation method, if more than one support person evaluates competing products, the score a product receives is usually ____.

17. RFP stands for ____.

18. A software package that contains few new features but primarily fixes known bugs in a previous version is called a(n) ____.

19. Another name for the weighted point evaluation method is the ____ method

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

21. Which of these version numbers is likely the most recent version of a software package?

22. A purchasing procedure that invites vendors to submit product and price proposals for a system that meets a user's needs is called a ____.

23. Which of these hardware devices is more likely to fail during the operation of a computer system?

24. A user who expects a software product to be able to perform a task for which it was not intended is a victim of a ____.

25. Which of the following forms of communication between a user and an agent is asynchronous?

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