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42 Cards in this Set
- Front
- Back
True or False? The employee selection process for a help desk position can be described as an attempt to find applicants with the knowledge, skills, and abilities that most closely match the position's requirements. |
True |
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True or False? Unlike a question in a knowledge and skills test, there is only one correct answer to a scenario question in a job interview. |
False |
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A primary purpose of help desk performance statistics is to: a. respond to computer auditors' information requirements b. justify the value and expense of help desk services c. report to company stockholders d. respond to complaints from angry users |
b. justify the value and expense of help desk services |
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True or False? Organizations that treat user support as a profit center may have difficulty justifying the cost of support services. |
False |
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Which of the following aspects of help desk operation would you least expect to be covered in a help desk mission statement? a. operational efficiency of users b. help desk fees for services c. customer satisfaction d. effectiveness of help desk services |
b. help desk fees for services |
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A(n) ______________ is a process to evaluate a help desk or support worker according to established criteria. |
performance appraisal |
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A measure of the number of support calls that can be processed in a given time period, often used to determine staffing levels in a help desk operation is: a. a statistical unit b. wait time c. an MOS d. an Erlang |
d. an Erlang |
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True or False? Support managers often use recordings of monitored support calls to help workers identify areas where performance improvement is needed. |
True |
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True or False? A cost center is a help desk operation that has an expense budget, but no offsetting income budget. |
True |
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True or False? Help desk industry certification is now essentially a requirement for any user support position. |
False |
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Which of the following testing methods is commonly used in industry certification exams? a. computer adaptive test b. scenario test c. traditional fixed-length test d. ITIL best practices test |
a. computer adaptive test |
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Which kind of interview question gives the applicant an opportunity to describe what he or she did in a specific job situation? a. knowledge and skills question b. behavioral question c. scenario question d. illegal question |
b. behavioral question |
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A(n) _________________ is a set of behavior guidelines that a professional organization expects its members to follow. |
code of ethical conduct |
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"Tell me about your educational background." is an example of: a. an illegal interview question b. a stress tolerance question c. a directed question d. a non-directed question |
d. a non-directed question |
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Briefly list three examples of interview situations that could be used to test a job applicant's stress tolerance. |
noisy interview environment; interruptions; multiple interviewers; overly technical questions |
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In the next decade, the U.S. labor market demand for user support workers is expected to: a. decrease due to outsourcing b. remain about the same c. decrease d. increase |
d. increase |
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A(n) _______________ is a plan prepared by a help desk manager to describe the costs to provide support services. |
budget |
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A questionnaire designed to measure the effectiveness of services among a sample of users is called: a. a user satisfaction survey b. a statistical analysis c. a performance appraisal d. an Erlang assessment |
a. a user satisfaction survey |
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The percentage of calls in which a user hangs up before support staff respond is called: a. wait time b. frustration index c. stress statistic d. abandonment rate |
d. abandonment rate |
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A(n) ________________ is a formal organization that represents the interests of a group of help desk professionals. |
professional association |
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A conflict that involves a decision between satisfying one's employer and the goals satisfying a client is probably a(n): a. ethical dilemma b. acceptable behavior c. illegal activity d. unethical activity |
a. ethical dilemma |
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True or False? By the early 1980s, hardware and software for PCs were standardized in most organizations. |
False |
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True or False? The larger the number of incompatible software packages an organization owns, the greater the cost to train and re-train workers. |
True
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_____________ are an attempt to strike a reasonable balance between "select only this product" and " buy anything you want." |
product standards
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True or False? In order to avoid bias and favoritism, product evaluation and selection decisions are usually made by user support staff working alone, independent of other workers. |
False
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_______________ adopted by organizations often describe how users are permitted to use technology, what users are not allowed to do, and the consequences or penalties for unauthorized or illegal use. |
acceptable use policies
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________________ copies of new software applications may have limited features or operate for a finite trial-period, and are used to evaluate products. |
trial; evaluation; demonstration |
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True or False? Industry-standard technology products are those selected by a panel of industry experts for use in most organizations. |
False
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True or False? 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. |
False
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A(n) _______________ is an objective test or measurement used to evaluate the speed, capacity, capabilities, or productivity of competing technology products. |
benchmark
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Which of the following product evaluation methods uses several criteria of predefined importance to arrive at a numerical summary score for each competing product? a. industry-standard method b. benchmark method c. subjective criteria method d. weighted-point method |
d. weighted-point method |
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A(n) _________________ is a purchasing procedure that invites competing vendors of products and services to submit proposals and prices for technology that meets specified requirements. |
request for proposal (RFP) |
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When support staff select office productivity software such as word processors or spreadsheets, they often use which decision strategy? a. weighted-point evaluations b. industry-standard products c. request for proposals d. benchmarks |
b. industry-standard products |
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Which of the following letter sequences represents the order of steps in the request for proposal process? (A) send RFP to vendors (B) develop product specification (C) evaluate RFP responses against criteria (D) define selection criteria a. A-B-C-D b. B-D-A-C c. D-A-C-B d. A-D-B-C |
b. B-D-A-C |
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______________ are selection criteria that are neither measurable nor repeatable in an evaluation of competing technology products and services. |
subjective criteria |
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True or False? A benchmark test of competing products is designed to use objective evaluation criteria instead of an evaluator's personal opinions. |
True
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Technology product standards are often defined by: a. an organization's computer culture b. early adopters of technology c. a product standards committee d. any of these |
d. any of these |
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A(n) _________________ is a factor that an evaluator tries to eliminate from a side-by-side test of competing products because it could bias the test results. |
extraneous variable |
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Which of these is not an objective evaluation method for selecting a technology product? a. benchmark b. request for proposal c. user preferences d.weighted-point evaluation method |
c. user preferences |
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List three resources a product evaluator might use to locate information about competing products. |
vendor literature; market info., websites and user manuals; demonstration and evaluation products; product review articles; industry expert opinion; colleague opinion |
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True or False? Technology product standards originally emerged in order to reduce the cost to provide support for end users. |
True
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In a company's acceptable use guideline, accessing confidential employee information would likely be described as: a. acceptable use b. unethical c. unprofessional d. illegal |
d. illegal |