Question 1

What is a VPN?

Options :

A : A public virtual network for safe multi-user access

B : A private virtual network for safe remote user access

C : A public network for safe network access for users

D : A private network for individual virtual users

Answer: B

Question 2

One of your colleagues has recently become unable to focus on any issue for more than a few

moments. What is this often an indicator of?

Options :

A : Positive stress

B : That s/he is going for a promotion

C : Influence stress

D : Negative stress

Answer: D

Question 3

What is the difference between a desktop system and a server?

Options :

A : A server is used only for emails, a desktop system can be used by many people

B : A desktop system is a single user system, a server is used by many users

C : A server has a short life-expectancy, a desktop system has a long life-expectancy

D : A desktop system is a two-person workstation, a server is for one person only

Answer: B

Question 4

You are speaking on the phone to a user who is clearly angry. What is the best technique

you should use in this situation?

Options :

A : Offer assistance and prevent them from venting

B : Be respectful and allow them to vent

C : Display empathy and assure them that it was not your fault

D : Use his/her name and agree with everything they say

Answer: B

Question 5

Which of these options forms part of the Problem Management process?

Options :

A : A CAB meeting

B : Trend analysis

C : A Major Incident review

D : Functional Escalation

Answer: B

Free SD0-101 Mock Exam – Practice Online Confidently