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8 Cards in this Set

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A program, such as a word processor, spreadsheet, or database, that performs a specific set of tasks.
command line
The user interface (UI) to a computer’s operating system in which a command is typed, a response is received, another command is typed, and so on. The Windows command line enables a DST to quickly access troubleshooting tools and utilities. To access the command line, click Start and then click Run. In the Open box, type cmd and then click OK.
dynamic link library(DLL)
A library of executable routines which serve a specific function or set of functions and which are dynamically linked, when required, by the larger program that calls for these functions.
The process of raising an issue that cannot be resolved by a first-level DST to a higher-level support technician who has more experience with the problem.
operating system
The software that performs fundamental tasks, such as maintaining files, running applications, and managing devices.
A database of user and system settings maintained by Windows. The registry is generally not meant to be modified.
service level agreement(SLA)
A contract between a customer and a company that identifies and commits the company to offer a required level of service. For example, an SLA usually identifies the type and level of service and support. From a support standpoint, it is very important to understand a customer’s SLA. If an issue is not covered in the SLA, it is not the DST’s responsibility to fix it. This does not mean that the issue can be rejected; it means that you have a clear set of limits as to how far you can go to support the customer.
The process by which a problem is diagnosed and corrected.