644 Flashcards
_________________________________include items such as technical support procedures, customer service, ordering procedures. —
Documented business processes
In general, _________________________deals with company policies and procedures. The change request should thoroughly address the effect on ______________________ already in place. —
Documented business processes
________________________is often critical to the successful implementation of the change. Things like open communication, how the change will impact their work life, the necessity of the change, and training will all go a long way towards _____________________________. —
End-user acceptance
The ___________________should not only address the known issues within the scope of the plan, but also address contingencies. What happens if additional personnel or resources are needed? What happens if the plan runs over budget, in terms of time or finances? What if the equipment does not perform as expected? —
plan for change
There is not usually a __________________portion of a change request. You should always document the changes in the change request document. Even if the changes are minor, and there is a conversation about the change, document it. Having a document that says why the change was made, who made the change, the scope of the change and other items will help justify the need for the change. It also memorializes the change in the event that someone leaves the company. —
document changes
In this scenario, you should send a reply message and include everyone copied on the customer’s message thanking the customer for his input and asking why he completed a satisfactory Follow-up Report after the work was completed. This is a way to __________________so that it is seen in the appropriate context. It is important not to get angry. —
reposition his feedback
You should not disregard the e-mail message because someone who received it may —
not know the entire story.
You should not call the customer and tell him why you think his actions are wrong. This would only be lowering yourself to the customer’s level and would be —
unprofessional.
You should not have a meeting with all those who received the message, explaining to them why you feel the customer is wrong. This would be handled more efficiently by_______________________, which can be read at the recipient’s leisure. —
e-mail communication
n this scenario, because the carpet has become damp with moisture, you should ________________________while fixing the motherboard. The combination of water and electricity can be lethal and care should be taken to ensure that you have no contact with either component. Rubber is a non-conductor, or insulator, of electricity, and it will not allow electric current to pass from the damp ground through your body. If you find large amounts of water in the computer room, you should warn the customer that presence of water near the components may invalidate the server warranty. —
wear rubber-soled shoes
Wearing an ______________________will not prevent you from coming in contact with electricity or the damp ground.. —
anti-static wrist strap
Asking the customer to remove the damp carpet is _________________________when you are an on-site technician and are working at the customer’s residence. —
not a practical solution
Placing the computer and all the hardware components on an ________will not prevent you from coming in contact with electricity and the damp ground simultaneously. —
anti-static bag
Using rubber-handled needle nose pliers for all maintenance tasks will not prevent you from coming in _____________________and the damp ground simultaneously. —
contact with electricity
You should be cautious when using any kind of magnet in your computer. While magnets or magnetized screwdrivers may help you to retrieve small objects, magnets can cause damage to —
floppy disks and hard drives.
