Itsc2439 ch01 sg - Computers PDF

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Chapter 1 Study Guide True/False Indicate whether the statement is true or false. _T___ 1. End-user computing refers to the everyday use of computers for both business and personal use. __T__ 2. The goal of transaction processing on early computers was to replace as much manual processing of business information as possible with automated processing. __T__ 3. Among the reasons for the growth in decentralized computing was the availability of inexpensive personal computer hardware and productivity software. _T___ 4. The applications development backlog was due to the inability of computer professionals to design and write programs fast enough to keep up with the demand for new applications. _F___ 5. All knowledge workers are computer professionals. __T__ 6. A knowledge worker is another name for a computer user. _T___ 7. Use of a computer’s graphical user interface means that users no longer have to remember which command to enter to perform a task. __F__ 8. To operate a graphical user interface, a user types keyboard commands to tell a computer which tasks to perform. __T__ 9. The Information Technology department is a modern name for the Data Processing department. __F__ 10. Distributed computing links large-scale systems and personal computers to meet both organizational and individual worker needs. ***book says workgroup computers*** pg7T __T__ 11. One way to classify end users is whether they use a computer occasionally, frequently or extensively in their work. _F___ 12. A computer professional in an organization, such as a programmer, is generally considered to be an external user. __F__ 13. PCs that are advertised in newspapers are usually complete end-user systems. ___T_ 14. Computer hardware sold today is so reliable it rarely needs repairs or replacement. __T__ 15. A digital camera is an example of a computer peripheral. __F__ 16. Technical support costs are generally included in the purchase price of a computer product, and are therefore free to users. ___F_ 17. Training to use a computer is usually a free service. __T__ 18. Ads for $500 computers may mislead purchasers because hardware costs account for only about 20% of the total cost of a computer system over a period of years. PG 13 FIRST PARAGRAPH T

__T__ 19. Total cost of ownership of a computer system includes all of the costs to purchase, upgrade, and support a computer system over its expected useful lifetime. __F__ 20. The total cost of ownership of a personal computer is primarily the cost of the hardware part of the system. ___T_ 21. A graphics program is used to prepare pictures, charts, maps and diagrams to analyze trends, summarize data, and show relationships visually. __T_ 22. A computer virus is a program that can destroy information in a computer or adversely affect the operation of a system. __F__ 23. Ergonomics is a field that studies how to make computers financially affordable for end users. __F__ 24. Economics is a field that studies how to design a work environment that promotes employee health, safety, and productivity. __F__ 25. The US Bureau of Labor Statistics predicts that the demand for computer support and network specialists will grow somewhat slower than job growth in the US economy in the next 10 years. (should say faster) correct __F__ 26. In comparison with technical support, user support deals with a higher-level of troubleshooting and problem solving. __F__ 27. User support and technical support are two names for the same user support services. __T__ 28. Small companies often meet their need for computer support by combining user support with another position. __T__ 29. A help desk provides a single point of contact for computer users in need of support. __F__ 30. An interactive Web-based messaging service that allows two or more online users to communicate is called a chat session. CHAT SERVICE correct __T__ 31. An advantage of assigning primary responsibility for user support to the IT department is that all computer activities are combined and users know who to contact about various computer problems. __T__ 32. A disadvantage to organizing user support under the IT department is that IT staff often have priorities other than user support that they feel are more important. __T__ 33. The outsourcing method of support may be combined with an in-house support function in some organizations. __T__ 34. Support staff in a help desk may perform a product marketing and sales function. __F__ 35. Since computer products change constantly, user support staff are not expected to evaluate new products for end users. __F__ 36. User support staff recommend computer products to end users based primarily on the user's personal product preferences. __F__ 37. Help desks that solve problems for end users rarely get complaints about the features of computer products.

__T__ 38. Product support standards are useful because it is impossible for an organization to support every possible hardware and software configuration. __T__ 39. Setting product standards reduces the cost to support computer products. __F__ 40. The purpose of computer product standards is to make the widest possible array of products available to workers in an organization. _T___ 41. User support staff often have more resources, tools, and expertise to install a computer system faster and with fewer errors than an end user. _F___ 42. Documentation for end users refers to information available to end users in a printed format. __F__ 43. One goal of an effective computer training class is to eliminate the need for documentation. __T__ 44. Most user support groups do not provide software programming as a service to their users; although, they may be able to assist with some aspects of application development projects. __F__ 45. The ability to design an effective local area network is a critical job skill for user support staff members. _F___ 46. A task that a worker can either perform or not perform is called essential knowledge. (ABILITY) correct pg36 _T___ 47. The ability to write documentation in English is an important job skill for user support staff members. __T__ 48. A task that an employee can get better at with additional training or experience is called a job skill. __T__ 49. Most user support staff members receive on-the-job training and continuing education. BOOK SAYS OR NOT AND PG 37 t __F__ 50. Project Manager is a career path option that is usually not available to user support workers. Multiple Choice Identify the choice that best completes the statement or answers the question. ___B_ 51. Which of these was not a primary characteristic of mainframe computer use in the 1950s and 1960s? a. Located at a central site b. Served as an Internet host computer c. Programmed and operated by computer professionals d. Used to automate transaction processing and prepare management reports __C__ 52. The development of mass-market applications software and personal computer operating became available in the ____. a. 1960s c. 1980s b. 1970s d. 1990s _C___ 53. Businesses and organizations first began to use data communications and network technology to connect computer systems in the ____. a. 1960s c. 1980s b. 1970s d. 1990s

__C__ 54. The first PCs were used in businesses and homes in the ____. a. 1960s c. 1980s b. 1970s d. 1990s ___D_ 55. Widespread use of the Internet by business and home users first occurred in the ____. a. 1960s c. 1980s b. 1970s d. 1990s __C__ 56. A hardware device that was a first step toward decentralized computing was the ____. a. central processing unit c. terminal b. internal memory d. hard disk drive __D__ 57. Which of these is not one of the trends that led to growth in end users during the 1980s and 1990s? a. Increase in the number of knowledge workers b. Availability of inexpensive microcomputers c. Availability of inexpensive productivity software d. Increase in the cost of large-scale computer systems _D___ 58. Which of these categories of workers increased during the 1980s and contributed to growth in the number of computer end users? a. Workers in agriculture who produce crops b. Workers in manufacturing plants who assemble parts c. Workers in the service sector who serve customers d. Workers in offices who work with information __B__ 59. Computer technology generally doubles in capacity every two ____. a. weeks c. decades b. years d. centuries __D__ 60. A distributed computing system usually includes ____. a. a central computer server c. a network to link systems together b. decentralized PCs d. all of these __D__ 61. Classifying end users as internal versus external is a classification by ____. a. environment c. frequency of use b. skill level d. relationship ___A_ 62. An internal user is one who is a(n) ____. a. worker in an organization b. customer of a hardware or software vendor c. purchaser of products and services from an Internet provider d. client __A__ 63. Peripheral devices are part of a computer system's ____. a. hardware c. applications software b. operating system d. supplies

__C__ 64. Which of these devices is not a peripheral? a. Modem b. Printer

c. Internal memory d. Scanner

__C__ 65. Which of these categories of computer software can add thousands of dollars to the cost of a computer system? a. Operating system c. Specialized software

b. Applications software

d. Mass-market software

_C___ 66. Which of these software packages is likely to be the most expensive? a. Generic operating system c. Computer-aided design package b. Word processor d. Personal information manager __D__ 67. Due to increased use of the Internet, which of these are likely to increase in the future as a percentage of the total cost of a computer system? a. Hardware maintenance costs c. Supply costs b. Software upgrade costs d. Information costs (12) __A__ 68. Computer software that helps a user enter, edit, format, store, and print text information is a ____. a. word processor c. presentation graphics package b. spreadsheet d. computer game __B__ 69. Applications software used to prepare printed materials that include graphic images, such as newsletters, flyers, brochures, and posters, is called ____. a. graphical user interface c. personal information manager b. desktop publishing d. word processing ___D_ 70. Applications software that helps a user maintain a calendar, appointment book, to-do list, and address book is called a ____. a. project manager c. spreadsheet b. word processor d. personal information manager __B__ 71. A software package used to prepare budgets, reports, forecasts, and financial statements is a ____. a. Web browser c. database management program b. spreadsheet program d. desktop publishing program __D_ 72. Which of these software packages includes features to present graphical information? a. Desktop publishing program c. Spreadsheet program b. Word processing program d. All of these __A__ 73. A software program that enables users to find and display information stored as HTML pages on the Internet is a(n) ____. a. Web browser c. word processor b. electronic mail program d. desktop publisher __C__ 74. Applications software that enables users to create, maintain, and update Web pages is called ____ software. a. desktop publisher c. Web site Development b. Web Browser d. Internet browser ___B_ 75. Applications software that is intended for use in a specialized business environment is called ____. a. enterprise applications c. customized applications b. industry-specific applications d. MIS applications __A_ 76. A computer user who purchases a software package that will not operate on their hardware configuration is a victim of which common computer problem? a. Waste of resources c. Computer crime b. Theft of resources d. User mistake ___D_ 77. A computer user who enters an incorrect formula in a spreadsheet that results in a serious error is a victim of which common computer problem? a. Waste of resources c. Computer crime b. Theft of resources d. User mistake

_D___ 78. Theft of information, use of a computer to commit sabotage or embezzlement, and fraudulent use of a computer are examples of ____. a. waste of resources c. viruses b. piracy d. computer crimes __C__ 79. Making an illegal copy of a software program is called ____. a. invasion of privacy c. piracy b. shareware d. a user mistake _D___ 80. Use of a computer for unauthorized access to information about a customer, patient, or student is called ____. a. waste of resources c. piracy b. an ergonomic problem d. invasion of privacy __D__ 81. A computer virus can be spread through ____. a. downloaded software c. e-mail attachments b. the Internet d. any of these _B___ 82. Severe hand or wrist pain due to an inflammation of the tendons in a user's hand and wrist is called ____. a. ergonomic pain c. distributed computing b. carpal tunnel syndrome d. peripheral pain ___A_ 83. Carpal tunnel syndrome is an example of which common computer problem? a. Ergonomics c. Mistakes b. Viruses d. Data loss _D___ 84. Which of these is not a primary reason the growth in the demand for user support workers has declined from the 1990s? a. The U.S. experienced a recession and higher unemployment in the 2000s. b. U.S. companies are outsourcing some support positions overseas. c. Some organizations contract with temporary employment agencies for support workers. d. Interest rates in the U.S. were low during the 2000s. __D__ 85. The U.S. Bureau of Labor Statistics predicts that the demand for user support workers in the next 10 years will ____. a. decline significantly c. increase a little b. decline a little d. increase significantly __C__ 86. Employees who provide informal peer support to other users in an organization ____. a. are often highly-trained computer professionals b. are often well-trained to provide support c. often have little or no training in user support d. often have little interest in computers __B__ 87. A single point of contact for users in need of computer support is called ____. a. peer support c. one-sourcing b. the help desk d. the information center __A__ 88. An organization that provides a wide range of support services to users is called a(n) ____. a. user support center c. peer support b. help desk d. hotline ___A_ 89. A company that contracts with another organization that specializes in user support is using ____. a. outsourcing c. peer support b. freelancing d. a hotline

_A__ 90. Which of these is an advantage to outsourcing as a way to provide user support? a. Outsourcing is a low-cost support method. b. Outsourcing develops in-house support expertise. c. Outsourcing facilitates on-site assistance. d. Outsourcing takes advantage of expertise a company does not have. PG 27 ___B_ 91. Which of these is not a service you would expect of a help desk or hotline? a. Respond to requests for information c. Provide solutions to problems b. Operate a local area network d. Receive user complaints about products __B__ 92. The purpose of support standards is to accomplish all but which of the following? a. Limit supported products c. Control supported products b. Expand supported products d. Recommend supported products __D__ 93. Another name for needs analysis is ____. a. needs determination b. product needs research

c. product needs evaluation d. needs assessment

__D__ 94. The process of unpacking, setting up, and configuring a new computer system for a user is ____. a. system assembly c. user orientation b. system purchase assistance d. system installation assistance __A__ 95. In order to make effective use of a new or upgraded computer system, a user may require ____. a. training c. facilities management b. programming d. a computer operator __D__ 96. The user support staff is most likely to experience conflict with the IT department over ____. a. PC installation assistance b. troubleshooting problems for end users c. writing documentation for end users d. end-user application software development _C___ 97. Which of these responsibilities would you least expect to find in a position description for a user support specialist? a. Troubleshoots problems c. Operates a large-scale computer b. Recommends product standards d. Installs hardware and software __D__ 98. Which of these responsibilities would you least expect to find in a position description for a user support specialist? a. Analyzes user requirements c. Writes documentation b. Trains users d. Writes computer programs in COBOL ___A_ 99. The position description for the Information Technology Specialist in the USDA in this chapter illustrates that ____. a. network support and user support may be combined in a single position b. network support and user support are usually separate positions c. it is impossible for one employee to do all the tasks on a position description d. a degree in programming is required for most support positions _C___100. KSA stands for ____. a. known software attribute b. kernel standard arithmetic

c. knowledge, skills, and abilities d. knowledgeable support assistant...