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82) Which of the following is a type of system documentation?
A) Data-flow diagrams
B) Quick reference guide
C) Release description
D) System administrator's guide
E) Acceptance sign-off
Classification: Concept
83) All of the following are types of user documentation EXCEPT:
A) release description.
B) reference guide.
C) acceptance sign-off.
D) entity-relationship diagrams.
E) user's guide.
Classification: Application
84) Written or other visual information about an application system, how it works, and how to
use it best defines:
A) system documentation.
B) user documentation.
C) internal documentation.
D) external documentation.
E) application documentation.
Classification: Concept
19
85) System documentation that includes the outcome of such structured diagramming techniques
as data-flow and entity-relationship diagrams best defines:
A) embedded documentation.
B) user documentation.
C) internal documentation.
D) external documentation.
E) application documentation.
Classification: Concept
86) Which of the following consists of an exhaustive list of the system's functions and
commands, usually in alphabetical order?
A) Reference guide
B) User's guide
C) Release description
D) System administrator's guide
E) Programmer's guide
Classification: Concept
87) This type of user documentation contains information about a new system release, including
a list of complete documentation for the new release, features and enhancements, known
problems and how they have been dealt with in the new release, and information about
installation.
A) Reference guide
B) User's manual
C) Release description
D) System administrator's guide
E) Programmer's guide
Classification: Concept
20
88) This type of user documentation is intended primarily for those who will install and
administer a new system and contains information about the network on which the system will
run, software interfaces for peripherals such as printers, troubleshooting, and setting up user
accounts.
A) External documentation
B) User's manual
C) System documentation
D) System administrator's guide
E) Programmer's guide
Classification: Concept
89) This type of user documentation allows users to test for proper system installation and then
signify their acceptance of the new system and its documentation with their signatures.
A) Acceptance sign-off
B) User contract
C) Request for Proposal (RFP)
D) System verification
E) Statement of Work
Classification: Concept
90) Most user documentation is now delivered:
A) online, in hypertext format.
B) through paper manuals.
C) by calling technical support numbers.
D) through help desks.
E) by e-mail.
Classification: Concept
21
91) Likely topics from which you must determine if training for system users will be useful
include:
A) customer service basics.
B) system marketing.
C) use of the system.
D) sales.
E) conference services.
Classification: Concept
92) Which of the following are NOT recommended methods for computer training?
A) Tutorials
B) Resident expert
C) External sources
D) Interactive training manuals
E) Using prior system manuals
Classification: Concept
93) A component of a software package or application in which training and educational
information is embedded best defines:
A) resident expert.
B) computer-aided instruction.
C) electronic tutorial.
D) electronic performance support system.
E) electronic encyclopedia.
Classification: Concept
22
94) Which of the following types of maintenance accounts for as much as 70% of all
maintenance activity?
A) Preventive maintenance
B) Corrective maintenance
C) Adaptive maintenance
D) Perfective maintenance
E) Internal maintenance
Classification: Concept
95) Changes made to a system to fix or enhance its functionality best defines:
A) maintenance.
B) support.
C) repair.
D) installation.
E) coding.
Classification: Concept
96) Changes made to a system to repair flaws in its design, coding, or implementation describes:
A) corrective maintenance.
B) adaptive maintenance.
C) preventive maintenance.
D) perfective maintenance.
E) programmatic maintenance.
Classification: Concept
23
97) Changes made to a system to evolve its functionality to changing business needs or
technologies are referred to as:
A) corrective maintenance.
B) adaptive maintenance.
C) preventive maintenance.
D) perfective maintenance.
E) environmental maintenance.
Classification: Concept
98) Evolving the system to add new features or improve performance best describes:
A) corrective maintenance.
B) adaptive maintenance.
C) preventive maintenance.
D) perfective maintenance.
E) evolutionary maintenance.
Classification: Concept
99) Which of the following typically would be assigned the highest priority?
A) Preventive maintenance
B) Perfective maintenance
C) Corrective maintenance
D) Adaptive maintenance
E) Evolutionary maintenance
Classification: Concept
24
100) Which of the following maintenance cost elements is the most significant?
A) Tools
B) Software structure
C) Personnel
D) Number of customers
E) Hardware
Classification: Concept
101) Which of the following influences most of the costs associated with maintaining a system?
A) Maintenance personnel
B) Documentation quality
C) Number of latent defects
D) Number of customers
E) Tools
Classification: Concept
102) Define system documentation, user documentation, internal documentation, and external
documentation.
Classification: Synthesis
25
103) Identify several types of user documentation.
Classification: Synthesis
104) Identify four types of maintenance.
Classification: Synthesis
105) Identify four types of installation.
Classification: Synthesis
26
