True/False
Indicate whether the
statement is true or false.
|
|
|
1.
|
To reach a solution and correct the problem involves a process.
|
|
|
2.
|
It doesn’t matter in which order you complete the problem-solving steps,
as long as you complete them all.
|
|
|
3.
|
When investigating and analyzing the problem, ask the most basic questions or
the ones that are easiest to answer.
|
|
|
4.
|
If you decide that a problem really does not exist at all, you are probably in
the last step of the problem-solving process.
|
|
|
5.
|
Try to combine solutions so you can test as many solutions as possible at the
same time.
|
|
|
6.
|
When you implement a solution, take notes about the troubleshooting steps you
perform.
|
|
|
7.
|
If you discovered a way to avoid or prevent similar problems using the
problem-solving process, begin to follow that practice as soon as possible.
|
|
|
8.
|
Solving problems is a linear process.
|
|
|
9.
|
Some businesses consider the useful life of a computer lasts until it ceases to
perform its function.
|
|
|
10.
|
Monitors last longer than CPUs and are often compatible with newer CPUs.
|
Multiple Choice
Identify the
choice that best completes the statement or answers the question.
|
|
|
11.
|
Which of the following is the best illustration of the problem-solving
process?
a. | A phone book | c. | A ruler | b. | A road map | d. | A compass |
|
|
|
12.
|
Which of the following is NOT part of the first step of the
problem-solving process?
a. | Ensure that you actually have a problem. | b. | Identify what the
problem is. | c. | Start with the most obvious or simplest possibilities and troubleshoot from
there. | d. | Collect all the available data regarding the
situation. |
|
|
|
13.
|
Which step of the problem-solving process are you performing if you are asking
questions, using what-if statements, and clarifying the current situation?
a. | First | c. | Third | b. | Second | d. | Fourth |
|
|
|
14.
|
After you define the problem, you need to ____.
a. | collect all the facts | c. | ask someone else to verify that it is a problem | b. | test each solution
one at a time | d. | look for help
and advice from an expert source |
|
|
|
15.
|
Attempting to reproduce the problem is part of ____.
a. | defining the problem | c. | identifying possible solutions | b. | investigating and
analyzing the problem | d. | selecting and implementing a solution |
|
|
|
16.
|
The investigation and analysis step ____.
a. | determines what the real issue is | c. | provides information needed to make
an accurate decision | b. | alleviates the problem | d. | determines the likely
outcome |
|
|
|
17.
|
Asking what you should do differently is the kind of question you should ask to
____.
a. | diagnose the problem | c. | implement a solution | b. | identify possible solutions | d. | confirm the
solution |
|
|
|
18.
|
If you identify more than one possible solution, critique and test each one at a
time to determine ____.
a. | if you can reproduce the problem | c. | its likely
outcome | b. | if a problem actually exists | d. | if you need to return to the previous
step |
|
|
|
19.
|
When implementing a solution, if you are not sure about the consequences of your
actions, ____.
a. | attempt the action and record the results | c. | stop the problem-solving
process | b. | look for help and advice from an expert source | d. | combine it with another
solution |
|
|
|
20.
|
After putting a selected solution into place, the next step is to ____.
a. | document the problem and solution | c. | evaluate its
performance | b. | consult the hardware or software documentation | d. | refer to the notes you took in Step
1 |
|
|
|
21.
|
If your selected solution does not work at all, go to the ____ step and ask
better questions before trying new solutions.
a. | first | c. | previous | b. | last | d. | next |
|
|
|
22.
|
The Troubleshooting link is found in the ____ window.
a. | Control Panel | c. | Windows Help and Support | b. | Ask
Someone | d. | Troubleshooting in
Windows |
|
|
|
23.
|
Which action should occur before you purchase a computer?
a. | Maintaining | c. | Discarding | b. | Repairing | d. | Researching |
|
|
|
24.
|
Which type of computer would be a good choice if you are a home user with
limited funds?
a. | Windows | c. | Linux PC | b. | Macintosh | d. | Any of the
above |
|
|
|
25.
|
The terms of guaranteed repair or replacement for a computer that doesn’t
meet certain specifications would be located on the ____.
a. | box | c. | warranty | b. | support agreement | d. | software
documentation |
|
|
|
26.
|
Which of the following information would NOT be found in a computer
warranty?
a. | If there is software coverage | c. | The terms of the support
agreement | b. | When technical support is available | d. | Whether on-site repair is
available |
|
|
|
27.
|
A general rule is that the useful life of a computer for the general public is
____.
a. | two to three years | c. | three to five years | b. | two to four years | d. | three to ten
years |
|
|
|
28.
|
If you need to dispose of a computer that is still usable, the best option is to
____ it.
a. | donate | c. | recycle | b. | discard | d. | upgrade |
|
|
|
FIGURE 5-1 
|
|
|
29.
|
To display the window shown in Figure 5-1 above, ____ and then click Help and
Support.
a. | right-click the desktop | c. | double-click the Troubleshooting
link | b. | click the Start button | d. | open your browser |
|
|
|
FIGURE 5-2 
|
|
|
30.
|
By performing the activity shown in Figure 5-2 above, you should be able to
determine ____.
a. | the useful life of the computer | c. | when technical support is
available | b. | where to discard old equipment | d. | how often to perform regularly scheduled
maintenance |
|
|
|
Case 5-1
Valessa is having difficulty sending e-mail. A co-worker
suggests that she use the problem-solving process to troubleshoot the issue.
|
|
|
31.
|
What is the first thing Valessa should do?
a. | Try sending another email | b. | Call technical support | c. | Make sure the
computer is turned on and connected to the Internet | d. | Write down the symptoms and any possible
solutions |
|
|
|
32.
|
Before moving to the next step, Valessa should ____.
a. | report back to her co-worker | c. | try sending e-mail from a different
computer | b. | fully complete the first step | d. | test all possible
solutions |
|
|
|
Case 5-2
Cade’s grandmother has never owned a computer. Cade is
trying to help her decide what type of computer to purchase for her own personal use.
|
|
|
33.
|
To help his grandmother select which computer to purchase, Cade’s first
task should be to ____.
a. | let his grandmother try his computer | c. | find out how much money she wants
to spend | b. | ask her what she will be using the computer for | d. | discuss backup procedures with
her |
|
|
|
34.
|
Cade’s grandmother is leaning toward a Macintosh, but Cade points out that
one disadvantage of the Macintosh is that ____.
a. | you must be a knowledgeable IT professional to use it | b. | it runs the Linux
operating system | c. | you might have difficulty exchanging data between computers with the Windows
operating system | d. | it doesn’t come with software installed |
|
Matching
|
|
|
Identify the letter of the choice that best
matches the phrase or definition.
a. | Investigate and analyze the
problem. | b. | Evaluate solutions. | c. | Define the problem. | d. | Select and implement
a solution. | e. | Identify possible solutions. |
|
|
|
35.
|
First step of the problem-solving process.
|
|
|
36.
|
Second step of the problem-solving process.
|
|
|
37.
|
Third step of the problem-solving process.
|
|
|
38.
|
Fourth step of the problem-solving process.
|
|
|
39.
|
Fifth step of the problem-solving process.
|