Quiz
Chapter 7
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Perguntas do quiz (15)
1Industry-wide criteria are often used to evaluate the performance of a support worker.
- ATrue
- BFalse
2The average time it takes a help desk to respond to incidents is ____.
- Aa. call time
- Bb. wait time
- Cc. abandonment rate
- Dd. response rate
3A user support mission statement usually states how an organization’s business transactions will be processed on a corporate computer system.
- ATrue
- BFalse
4One of the first vendor-specific certification programs was offered by ____.
- ANovell
- BCisco
- CMicrosoft
5Which of the following is not a common type of certification used in the information technology field?
- Aa. Formal education that results in a degree
- Bc. Industry-standard skills in a specific field
- Cb. Vendor-specific product knowledge
- Dd. Verification of prior employment during a job interview
6While a single performance measure may be useful, trends in performance measures over time are a more useful indicator of help desk performance.
- ATrue
- BFalse
7A professional association is a labor union that represents the interests of a group of agents who work for an organization.
- ATrue
- BFalse
8Since there are few agreed on standards in the user support industry, there are currently no certifications available for help desk agents.
- ATrue
- BFalse
9Employment in the category of Computer Support Specialists is expected to increase at about an average rate compared with other occupational categories in the US during the next decade.
- ATrue
- BFalse
10Which of the following kinds of questions is designed to determine whether a help desk job applicant has specific educational and work experience required for a position?
- Ab. behavioral question
- Bc. non-directed question
- Ca. directed question
11Certification of knowledge, skills and abilities in technology is now a job requirement for virtually any help desk position.
- ATrue
- BFalse
12Which of these aspects of help desk operation would not normally be covered in a user support mission statement?
- Aa. Operational efficiency of users
- Bb. Customer satisfaction
- Cc. Fees for help desk services
- Dd. Effectiveness of help desk services
13A vendor-specific certification is ____.
- Aa. vendor neutral
- Bb. required for employment
- Cc. an industry-wide exam
- Dd. none of these
14A computer adaptive test format asks each test taker the same set of questions to measure knowledge, skills and abilities.
- ATrue
- BFalse
15A computer adaptive test may be able to determine a test taker's proficiency level by asking as few as ____ questions.
- Aa. 5
- Bb. 15
- Cc. 64
- Dd. 100
Informações
- Descrição
- Quiz sobre Chapter 7, criado por Jeremiah Cauley em 04-05-2021.
- Autor
- Jeremiah Cauley
- Idioma
- English
- Visualizações
- 0
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