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…
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
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…
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