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It User Support(Dcis 205) Question Paper

It User Support(Dcis 205)

Course:Computer Science & Business Information

Institution: Kenya Methodist University question papers

Exam Year:2012

TIME : 2 HOURS

INSTRUCTIONS
Answer question ONE and any other TWO questions.
Question One (30 Marks)
Define the following terms:
(5 Marks)
End user computing
Knowledge worker.
Graphical user interface.
Peripheral devices.
Troubleshooting.
In 1980s and 1990s there was growth of decentralized computing. Mention any three reasons that caused this growth.
(3 Marks)

What types of software applications does one need to know in order to support users?
Give two (2 Marks)

End users can be classified in many ways. List any four common ways of classification.
(4 Marks)
Explain any three kinds of resources needed by end users.
(6 Marks)

State and briefly explain two problems related to end user computing.
(4 Marks)

During the process of troubleshooting the motherboard you realized the following symptoms; system has no power at all. Power light does not illuminate, fan inside the power supply does not turn on, and indicator light on keyboard does not turn on. Suggest the probable cause, the diagnosis and the solution of the problem.
(3 Marks)

What is meant by the term system configuration and why is it necessary?
(2 Marks)

Write the full name for BIOS.
(1 Mark)

Question Two (15 Marks)
During the early part of the twenty first century, several trends have influenced the demand for user support workers, list three of these factors.
(3 Marks)

Explain three common ways that organizations provide a user support function.
(6 Marks)

The motherboard plays an important role in the computer system. State and briefly explain three of those roles.
(6 Marks)

Question Three (15 Marks)
State three disadvantages of outsourcing user support.
(3 Marks)

Describe three significant roles played by hard disk in the computer system.
(6 Marks)
The user support function in an organization frequently provides a variety of services. List five common user support services.
(5 Marks)

What is "user needs analysis?"
(1 Mark)

Question Four (15 Marks)
What is a system cache and what is its role in the PC?
(2 Marks)

State four tasks performed by the user support staff.
(4 Marks)

Explain any three tools used during troubleshooting process.
(6 Marks)

List three career paths for user support workers.
(3 Marks)

It User Support(Dcis 205) Question Paper

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