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[说明] 系统用户支持首先需要解决的就是从用户角度需要看清什么的问题，要确定用户能够看到的内容的范围。只有这样才能明确用户支持的服务范围，提供客户满意的用户支持。 确立好客户角度看到的项目问题，并确立好用户支持的范围和手段之后，就可以建立用户支持团队，准备相应的客户支持服务了。 要提供用户支持，必须弄清企业对用户支持的范围是什么，通过哪些方式进行用户支持，即明确项目范围、清晰界定用户的需求。这点看似简单，但实际操作者却需要相当有经验，能够判断自己所拥有的资源；能够在既定时间内完成多少工作；能够与客户有技巧地谈判将其需求控制在最恰当的水平并维持到项目结束。 用户咨询服务的主要目的是企业以各种方式帮助用户利用它所提供的各种资源和服务，更好地使用企业为用户提供的产品。要准备一个可以运行的用户咨询服务，必须要先准备好用户服务的环境。 提供用户咨询方式有很多，请举出四种常见的用户咨询方式。
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[说明] 软件资源就是指企业整个环境中运行的软件和文档，其中程序包括操作系统、中间件、市场上买来的应用、本公司开发的应用、分布式环境软件、服务与计算机的应用软件以及所提供的服务等，文档包括应用表格、合同、手册、操作手册等。软件管理系统必须将它们表示出来，才能对其进行管理。软件资源管理，是指优化管理信息的收集，对企业所拥有的软件授权数量和安装地点进行管理。还包括软件分发管理，指的是通过网络把新软件分发到各个站点，并完成安装和配置工作。 要进行企业的软件资源管理，首先就要先识别出企业中的运行的软件和文档，将其归类汇总、登记入档。在项目管理中，软件资源可重用的程度是CMM衡量的一个重要指标。众所周知，提高软件的重用度也是每一家软件公司所追求的。 首先要搞清楚自己的家底。把各个项目组的负责人召集在一起，把有重用价值的软件模块或控件收集起来，再把相关的资料组织在一起，标注说明、建立索引、由专人负责管理，可重用模块的升级和完善都要建立完整的档案资料，在升级档案中要记录升级前后的主要区别。为重用模块做出贡献的个人都要被记录在册。一个项目在做系统设计任务书时，就要考虑有哪些以往的软件资源可以利用新一轮的开发有那些功能可以做成可重用模块。这样才能很好地管理企业的软件资源。 选择一个适当的软件生命周期对项目来说至关重要。在项目策划的初期，就应该确定项目所采用的软件生命周期，统筹规划项目的整体开发流程。一个组织通常能为多个客户生产软件，而客户的要求也是多样化的，一种软件生命周期往往不能适合所有的情况。 软件生命周期指 (1) 、 (2) 和 (3) 的结构框架。软件开发包括 (4) 、 (5) 、 (6) 、 (7) 和 (8) 。
[说明] 系统用户支持首先需要解决的就是从用户角度需要看清什么的问题，要确定用户能够看到的内容的范围。只有这样才能明确用户支持的服务范围，提供客户满意的用户支持。 确立好客户角度看到的项目问题，并确立好用户支持的范围和手段之后，就可以建立用户支持团队，准备相应的客户支持服务了。 要提供用户支持，必须弄清企业对用户支持的范围是什么，通过哪些方式进行用户支持，即明确项目范围、清晰界定用户的需求。这点看似简单，但实际操作者却需要相当有经验，能够判断自己所拥有的资源；能够在既定时间内完成多少工作；能够与客户有技巧地谈判将其需求控制在最恰当的水平并维持到项目结束。 一般来说，用户支持应该先确定用户支持的范围，例如可以提供软件产品的安装、软件产品的基本日常维护和使用管理、软件产品的基本配置、软件技术问题的根源分析与珍断、提供软件本身问题的修正性软件、软件升级与远程技术支持基础服务等范围内的软件服务。 用户支持包括如下内容： (1) ， (2) ， (3) ， (4) ， (5) ， (6) 。
Part A You will hear a talk on how to obtain information. As you listen, answer Questions 1 to 10 by circling True or False. You will listen to the talk ONLY ONCE. You now have 1 minute to read Questions 1 to 10. Mike goes to his local branch library finding information through the Internet instead of using an encyclopedia.
Part AText 1 People in the United States are becoming more and more aware of the influence of the automobile on their lives. The automobile has an influence on social life, on the economy, and on the environment. It is particularly its influence on the environment that people are increasingly worrying about. It has become obvious that the automobile contributes to air and noise pollution, traffic congestion, urban decay, and suburban sprawl, and that it has kept mass transit systems from developing. People are not so aware, however, of the relation between the automobile and energy problems. In the past few years the country has had energy problems such as brownouts and blackouts, fuel shortages, rising fuel prices, and bad effects on the environment caused by producing energy and converting it from one form to another. These energy problems are in fact closely related to the automobile. An enormous amount of energy, supplied mainly by petroleum, is required by the automobile. In fact, the automobile is responsible for 25 percent of the total energy consumption in the United States. Gasoline is only part of the energy required. It also take energy to manufacture the automobile in the first place. Then it must be transported to dealers who advertise and sell it, all of which takes energy. Energy is also required to make replacement parts for automobile repair. Once the car is on the road, energy still must go into producing gasoline for it. Oil fields must be discovered. Oil must be pumped to the surface and refined. And think of the energy required annually to build and maintain highways and roads. All together the energy requirements of a car are about 50 percent for gasoline and 50 percent for all these other needs that we have just mentioned. The question is, what can we do about all this What can we do to lower this figure, to conserve energy resources so as to reduce air pollution and help solve both our energy and automobile problems The most important thing we can do is to promote changes in passenger transportation. Bicycles are 22 times as energy-efficient as cars, walking 18 times, buses almost 4 times, and railroads 2.5 times. Only airplanes are less energy-efficient than cars. If we promote such changes, we won’t only conserve energy. We will also reduce the crowding and noise in the cities and we can use land for parks instead of for parking lots. It will take time for such changes to come about. Fortunately the sale of bicycles is increasing. And one thing we can do immediately is to increase the energy-efficiency of cars by using smaller cars and carrying more passengers. These changes that have just been suggested will require other changes in our society too, which some people may resist. It will not be easy to make these changes. But consider the alternatives. What is the probable meaning of the word "blackouts" in the second paragraph
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