1. A VPN is a telecommunication company that provides Internet access to it subscribers.

   True

   False

2 points

QUESTION 5

1. A service-level agreement stipulates performance expectations and identifies support services provided by outside organizations.

   True

   False

2 points

QUESTION 6

1. ________ skills refer to the technicians understanding of the organizations vision, mission, and values.

   		Security
   		Troubleshooting
   		Business
   		Soft

2 points

QUESTION 7

1. The soft skill that involves asking, changing perspectives and evaluating evidence or symptoms is ________.

   		Communication
   		Organizing
   		Critical thinking
   		None of the above

2 points

QUESTION 8

1. A help desk is a ________ center.

   		Cost
   		Profit
   		Both
   		None of the above

2 points

QUESTION 9

1. A(n) ________ is an unplanned interruption or reduction in the quality of an IT service.

2 points

QUESTION 10

1. The incident process step that determines symptoms is ________.

2 points