Nt1330 Unit 5 Assignment
1. Explain the purpose of an installation software utility. Answer: It is used to check whether it is compatible for the hardware and software It creates folder with correct path names. Copies files to correct folders Update window registry and other start-up files. It setup option for software to match hardware.
2. Describe the differences between a new software version, an upgrade, a release, an update, a service pack, and a patch.
Answer: New software: It is new version of the same program with new features and they rewrite the new program.
Upgrade: It can be a new version or addition to old hardware. It can be sold as labeled or less expensive.
A release: It is an officially date when they release a new product …show more content…
on which they are working on previously.
Update: It is a bug fix version of the software. It comes when users complaints about the software crashes.
Service pack: It consists of updates and patches to fix the problem with a newer version of software.
Patch: It is a replacement of features with patches to make them stable while working.
4. List common vender problems that account for calls to support services. Answer: Misprint product features Delivery of product with unknown bugs Late delivery of things.
Product that are described on vendor they are not even exist anymore. Tendency to oversell products. 5. List four different categories of incident that are often received at a help desk.
Answer: Four different categories of incident Receive the incident Confirm the user Log the event Monitor the incident Assign the incident
6. List five factors used by help desks to assign a priority to an incident during incident management.
Answer: Priority codes assigns are as follows:
How many user are affected by the problem?
How big is the problem?
What are the drawback to not to take any action immediately?
Priority codes: Urgent, High, Medium and Low
7: Describe 5 features a help desk worker might expect to find in an automated call distribution system.
Answer: Following features help desk worker might expect to find:
Routing the calls to experienced and to the right department.
To stop overflow they have to look for a new agent every time to route the call
They have to take a log of receive call everyday
Monitoring the calls for training purposes.
8: List four questions user support staff try to answer during the evaluation of new
products.
Answer: The questions are as follows
Who it meet user needs?
Upgrade now or you can do it later?
Is it cost effective
Is it better than the previous product?
9: Explain why user support specialists should get input from users during the product selection process.
Answer: To find out what the difficulties face by user during work To identifies benefits and drawbacks of a feature in the software
Going for more suitable products
To learn what people want new in the product
To make it more suitable for everyone
10: Explain how a computer product evaluator would compare the performance of two competing software products.
Answer: By providing good competition in everything like less cost more stable while working and most commonly long life.
By providing good evaluation about how this thing going to work and what are its benefits and difference from others
By providing more features.
2. Describe the differences between a new software version, an upgrade, a release, an update, a service pack, and a patch.
Answer: New software: It is new version of the same program with new features and they rewrite the new program.
Upgrade: It can be a new version or addition to old hardware. It can be sold as labeled or less expensive.
A release: It is an officially date when they release a new product …show more content…
on which they are working on previously.
Update: It is a bug fix version of the software. It comes when users complaints about the software crashes.
Service pack: It consists of updates and patches to fix the problem with a newer version of software.
Patch: It is a replacement of features with patches to make them stable while working.
4. List common vender problems that account for calls to support services. Answer: Misprint product features Delivery of product with unknown bugs Late delivery of things.
Product that are described on vendor they are not even exist anymore. Tendency to oversell products. 5. List four different categories of incident that are often received at a help desk.
Answer: Four different categories of incident Receive the incident Confirm the user Log the event Monitor the incident Assign the incident
6. List five factors used by help desks to assign a priority to an incident during incident management.
Answer: Priority codes assigns are as follows:
How many user are affected by the problem?
How big is the problem?
What are the drawback to not to take any action immediately?
Priority codes: Urgent, High, Medium and Low
7: Describe 5 features a help desk worker might expect to find in an automated call distribution system.
Answer: Following features help desk worker might expect to find:
Routing the calls to experienced and to the right department.
To stop overflow they have to look for a new agent every time to route the call
They have to take a log of receive call everyday
Monitoring the calls for training purposes.
8: List four questions user support staff try to answer during the evaluation of new
products.
Answer: The questions are as follows
Who it meet user needs?
Upgrade now or you can do it later?
Is it cost effective
Is it better than the previous product?
9: Explain why user support specialists should get input from users during the product selection process.
Answer: To find out what the difficulties face by user during work To identifies benefits and drawbacks of a feature in the software
Going for more suitable products
To learn what people want new in the product
To make it more suitable for everyone
10: Explain how a computer product evaluator would compare the performance of two competing software products.
Answer: By providing good competition in everything like less cost more stable while working and most commonly long life.
By providing good evaluation about how this thing going to work and what are its benefits and difference from others
By providing more features.