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This chapter is from the book

Key Terms

  • business skills
  • cost center
  • escalate
  • help desk
  • incident
  • incident management
  • Internet service provider (ISP)
  • malware
  • metric
  • profit center
  • security skills
  • service level agreement (SLA)
  • technical skills
  • technical support
  • ticket
  • troubleshooting skills
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