Exam Highlights

Before taking the exam, review the key topics and terms that are presented in this chapter. You need to know this information.

Key Points

• Learn to recognize quickly the skill level of the user you are helping. This helps you get the right information from the user and helps you create solutions that the user is comfortable implementing.

• Always identify the scope of a problem. Is it isolated to a single application? A single computer? Is it a network problem? What type of network is involved—peer- to-peer or domain?

Key Terms

service level agreement (SLA) An agreement between parties (such as a call center and the company that hires it) that defines how long a call should take, how much time should be spent on each incident, and what reports and documents must be maintained. The SLA also defines penalties for not meeting those requirements.

Active DirectoryA directory service that contains information about a network’s users, workstations, servers, printers, and other resources. The Active Directory (found on a domain controller) determines who can access what and to what degree. Active Directory is essential to maintaining, organizing, and securing the resources on a larger network; it allows network administrators to centrally manage resources; and it is extensible, meaning that it can be configured to grow and be personalized for any company.