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Chapter 1 – Study Guide

End-user computing refers to the everyday use of computers for both business and personal use. (True/False)
The first computers used widely in businesses were available during the 1940s. (True/False)
The goal of transaction processing on early computers was to replace as much manual processing of business information as possible with automated processing. (True/False)
Among the reasons for the growth in decentralized computing was the availability of inexpensive personal computer hardware and productivity software. (True/False)
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. (True/False)
All knowledge workers are computer professionals. (True/False)
A knowledge worker is another name for a computer user. (True/False)
Use of a computer’s graphical user interface means that users no longer have to remember which command to enter to perform a task. (True/False)
To operate a graphical user interface, a user types keyboard commands to tell a computer which tasks to perform. (True/False)
The Information Technology department is a modern name for the Data Processing department. (True/False)
Distributed computing links large-scale systems and personal computers to meet both organizational and individual worker needs.
Computer departments in most organizations today are called data processing departments. (True/False)
One way to classify end users is whether they use a computer occasionally, frequently or extensively in their work. (True/False)
A computer professional in an organization, such as a programmer, is generally considered to be an external user. (True/False)
PCs that are advertised in newspapers are usually complete end-user systems. (True/False)
Computer hardware sold today is so reliable it rarely needs repairs or replacement. (True/False)
A digital camera is an example of a computer peripheral. (True/False)
Technical support costs are generally included in the purchase price of a computer product, and are therefore free to users. (True/False)
Training to use a computer is usually a free service. (True/False)
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. (True/False)
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. (True/False)
The total cost of ownership of a personal computer is primarily the cost of the hardware part of the system. (True/False)
A graphics program is used to prepare pictures, charts, maps and diagrams to analyze trends, summarize data, and show relationships visually. (True/False)
Web site development software package enables users to create, maintain, and update a list of participants in a chat room. (True/False)
Ergonomics is a field that studies how to make computers financially affordable for end users. (True/False)
Economics is a field that studies how to design a work environment that promotes employee health, safety, and productivity. (True/False)
In comparison with technical support, user support deals with a higher-level of troubleshooting and problem. (True/False)
User support and technical support are two names for the same user support services. (True/False)
Peer support is a form user support in which users look to their work colleagues for help with computer problems. (True/False)
Small companies often meet their need for computer support by combining user support with another position. (True/False)
A help desk provides a single point of contact for computer users in need of support. (True/False)
An interactive Web-based messaging service that allows two or more online users to communicate is called a chat session. (True/False)
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. (True/False)
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. (True/False)
The outsourcing method of support may be combined with an in-house support function in some organizations. (True/False)
Support staff in a help desk may perform a product marketing and sales function. (True/False)
Since computer products change constantly, user support staff are not expected to evaluate new products for end users. (True/False)
User support staff recommend computer products to end users based primarily on the user’s personal product preferences. (True/False)
Help desks that solve problems for end users rarely get complaints about the features of computer products. (True/False)
Product support standards are useful because it is impossible for an organization to support every possible hardware and software configuration. (True/False)
Setting product standards reduces the cost to support computer products. (True/False)
The purpose of computer product standards is to make the widest possible array of products available to workers in an organization. (True/False)
User support staff often have more resources, tools, and expertise to install a computer system faster and with fewer errors than an end user. (True/False)
Documentation for end users refers to information available to end users in a printed format. (True/False)
One goal of an effective computer training class is to eliminate the need for documentation. (True/False)
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. (True/False)
The ability to design an effective local area network is a critical job skill for user support staff members. (True/False)
A task that a worker can either perform or not perform is called essential knowledge. (True/False)
The ability to write documentation in English is an important job skill for user support staff members. (True/False)
A task that an employee can get better at with additional training or experience is called a job skill. (True/False)
Most user support staff members receive on-the-job training and continuing education. (True/False)
Which of these was not a primary characteristic of mainframe computer use in the 1950s and 1960s?
B – Served as an Internet host computer
Mass-market applications software and personal computer operating became available in the ____.
C – 1980s
Businesses and organizations first began to use data communications and network technology to connect computer systems in the ____.
C – 1980s
The first PCs were used in businesses and homes in the ____.
B – 1970s
Widespread use of the Internet by business and home users first occurred in the ____.
C – 1980s
A hardware device that was a first step toward decentralized computing was the ____.
C – terminal
Which of these is not one of the trends that led to growth in end users during the 1980s and 1990s?
D – Increased in the cost of large-scale computer systems
Which of these categories of workers increased during the 1980s and contributed to growth in the number of computer end users?
D – Workers in offices who work with information
Computer technology generally doubles in capacity every two ____.
B – years
A distributed computing system usually includes ____.
D – all of these
Classifying end users as internal versus external is a classification by ____.
D – relationship
An internal user is one who is a(n) ____.
A – worker in an organization
Peripheral devices are part of a computer system’s ____.
A – hardware
Which of these devices is not a peripheral?
C – Internal memory
Which of these categories of computer software can add thousands of dollars to the cost of a computer system?
C – Specialized software
Which of these software packages is likely to be the most expensive?
C – Computer-aided design package
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?
D – Information costs
Computer software that helps a user enter, edit, format, store, and print text information is a ____.
A – word processor
Applications software used to prepare printed materials that include graphic images, such as newsletters, flyers, brochures, and posters, is called ____.
B – desktop publishing
Applications software that helps a user maintain a calendar, appointment book, to-do list, and address book is called a ____.
D – personal information manager
A software package used to prepare budgets, reports, forecasts, and financial statements is a ____.
B – spreadsheet program
Which of these software packages includes features to present graphical information?
D – All of these

– Desktop publishing program
– Word processing program
– Spreadsheet program

A software program that enables users to find and display information stored as HTML pages on the Internet is a(n) ____.
A – Web browser
Applications software that enables users to create, maintain, and update Web pages is called ____ software
C – Web site development
Applications software that is intended for use in a specialized business environment is called ____.
B – an industry-specific application
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
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?
D – User mistake
Theft of information, use of a computer to commit sabotage or embezzlement, and fraudulent use of a computer are examples of ____.
D – computer crimes
Making an illegal copy of a software program is called ____.
C – piracy
Use of a computer for unauthorized access to information about a customer, patient, or student is called ____.
D – an invasion of privacy
A computer virus can be spread through ____.
D – any of these
Severe hand or wrist pain due to an inflammation of the tendons in a user’s hand and wrist is called ____.
B – carpal tunnel syndrome
Carpal tunnel syndrome is an example of which common computer problem?
A – Ergonomics
Which of these is not a primary reason the growth in the demand for user support workers has declined from the 1990s?
D – Interest rates in the United States were low during the 2000s
The U.S. Bureau of Labor Statistic forecasts that the number of computer and network support specialist positions in the United States will grow at about ______ percent over the next 10 years.
C – 20
The U.S. Bureau of Labor Statistics predicts that the demand for user support workers in the next 10 years will ____.
D – increase significantly
Employees who provide informal peer support to other users in an organization ____.
C – often have little or no training in user support
An organization that provides a wide range of support services to users is called a(n) ____.
A – user support center
A company that contracts with another organization that specializes in user support is using ____.
A – outsourcing
Which of these is an advantage to outsourcing as a way to provide user support?
D – Outsourcing takes advantage of expertise a company does not have
Which of these is not a service you would expect of a help desk or hotline?
B – Operate a local area network
The purpose of support standards is to accomplish all but which of the following?
B – Expand supported products
Another name for needs analysis is ____.
D – needs assessment
The process of unpacking, setting up, and configuring a new computer system for a user is ____.
D – system installation assistance
In order to make effective use of a new or upgraded computer system, a user may require ____.
A – training
The user support staff is most likely to experience conflict with the IT department over ____.
D – application software development
Which of these responsibilities would you least expect to find in a position description for a user support specialist?
C – Operates a large-scale computer
Which of these responsibilities would you least expect to find in a position description for a user support specialist?
D – Writes computer programs in COBOL
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
KSA stands for ____.
C – knowledge, skills, and abilities

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