EXIN ITSM20FB Exam Prep
IT Service Management Foundation Bridge based on ISO/IEC 20000 (Page 4 )

• Prevention costs – costs incurred to stop defects occurring, such as staff training, quality planning and supplier evaluation.
• Appraisal costs – costs of checking whether products meet standards, such as inspection, testing and quality audits.
• Internal failure costs – costs of defects found before delivery to customers, such as scrap, rework and retesting.
• External failure costs – costs of defects found after delivery, such as warranty claims, returns, complaints and product recalls.

• NIDS: Monitors network traffic for suspicious activity and network-based attacks targeting the application or its supporting services.
• HIPS: Protects an individual host by monitoring processes, files, and system activity. It can help secure the web server, but it is not focused specifically on the application’s network attack surface.
• SIEM: Aggregates and correlates logs; it does not directly prevent attacks.
• Honeypot: A decoy system, not the primary protection for a production web application.
• Certificate revocation list: Deals with certificate trust, not application exploitation.

1. Product + ProductSubCategory: Inner join

1. Result + ProductCategory: Left outer join

• C — “when the query finishes”

• D — “when the query began”

• A — Technical review by business owner: A business owner may approve the business impact, but a technical review is normally performed by technical personnel.
• C — Cost-benefit analysis after implementation: Cost-benefit analysis should occur before implementation to support the approval decision.
• D — Business continuity testing: This can be appropriate for major changes, but it is primarily part of business continuity and disaster recovery planning—not a universal change-management activity.

• Azure Resource Manager (ARM) templates
• Or, in newer Azure terminology, Bicep files

• Existing measures
• Relationships
• Calculated columns
• Tables and fields
• Existing transformations in the model

• SharePoint folder: Reconnects to the source files. You would likely need to recreate the model and measures.
• Power BI dataflows: Primarily provide reusable data preparation and storage, but they do not automatically provide the existing semantic model and measures.
• Excel workbook: Connects directly to the source file and would also require rebuilding the model and measures.

• A — Increasing the minimum password length to 14 characters: Longer passwords have more possible combinations, making them harder to guess or crack through brute force.
• F — Requiring at least one special character: This increases password complexity and expands the possible character combinations.

• MD5 to SHA-512: Improves password-hash resistance, but does not stop users from choosing easy-to-guess passwords. Also, modern systems should use a password-specific hashing algorithm such as bcrypt, scrypt, or Argon2.
• Increasing maximum age to 120 days: Leaves weak passwords in use longer.
• Reducing minimum length to 10: Makes guessing easier.
• Reducing minimum age to zero: Allows immediate password changes but does not make the password itself harder to guess.

• Packet capture: Collects and analyzes network traffic; it does not describe the scan type.
• Privilege escalation: Attempts to gain higher permissions after obtaining access.
• System enumeration: Identifies systems, services, or resources, but is not specifically defined by the lack of credentials.
• Passive scan: Observes traffic without actively probing systems. A vulnerability scan is generally an active assessment.

• Guiding principles
• Governance
• Service value chain
• Practices
• Continual improvement

• Guiding principles: Recommendations that guide decisions and actions; they do not describe the entire system.
• Four dimensions: Perspectives used to ensure a balanced approach to service management.
• Service relationship: Describes cooperation between a service provider and service consumer, rather than the whole value-creation system.

• Default network device credentials: More associated with external attackers or poor device configuration.
• Spear phishing emails: Commonly used to compromise users, but less characteristic of an insider who already has access.
• Typosquatting and impersonation: Primarily social-engineering techniques aimed at deceiving users.
• Unidentified removable devices: Provide a direct way to transfer data outside the organization and may bypass network monitoring.

• File1.png — Yes: User1 can apply Label1 with the Microsoft Purview Information Protection client. The client supports labeling image files such as .png in this scenario.

• Folder2 — No: Folder2 is the root folder. The client does not allow labeling the root folder itself. Although the client can label ordinary folders, selecting one applies the label to existing files and subfolders—not automatically to future files.

• File1.docx — Yes: .docx is a supported Microsoft Word file type, so User1 can apply Label1 to it.

• The requirement explicitly says the organization wants to use SAML to secure Salesforce API access.
• The SAML Bearer Assertion Flow exchanges a SAML assertion for a Salesforce OAuth access token.
• It is intended for server-to-server or other noninteractive integrations where the application has already been authenticated by an identity provider.
• The connected app can be configured so administrators authorize or preauthorize applications that consume the APIs.

• B — JWT Bearer Flow: Uses a signed JWT, not a SAML assertion. It would be appropriate if the requirement specified JWT-based authentication.
• C — SAML Assertion Flow: This is not the standard Salesforce OAuth flow name; the relevant name is OAuth 2.0 SAML Bearer Assertion Flow.
• D — User-Agent Flow: Designed for interactive browser-based authorization, not a SAML-based server-to-server integration.

• MAC flooding: Overwhelms a switch’s MAC address table, potentially causing traffic to be broadcast.
• DNS spoofing: Provides false DNS responses to redirect users.
• ARP poisoning: Sends false ARP information to associate an attacker’s MAC address with another device’s IP address.

• 10 TB with maximum I/O performance: Use EC2 instance store. It provides very high-throughput, low-latency local storage suitable for temporary video-processing data. The application must tolerate data loss because instance store is ephemeral.
• 300 TB of highly durable media: Use Amazon S3, which is designed for highly durable object storage and can scale to this size.
• 900 TB of inactive archival media: Use S3 Glacier, which provides lower-cost storage for data that is rarely accessed.

• A: Amazon EBS offers high performance but is not the best fit for the question’s “maximum possible I/O” requirement compared with local instance store.
• B: Amazon EFS is durable and shared, but is generally more expensive and less suitable for very large archival storage.
• C: Uses EC2 instance store for performance, but incorrectly uses EFS for the 300-TB durable tier and S3 rather than Glacier for archival data.

• staff use the new system;
• transactions and reports are checked;
• problems are corrected;
• feedback is collected.

• Phased changeover: different parts or functions are introduced in stages, often according to a planned sequence.
• Pilot changeover: one representative department, branch or group acts as a test site before wider implementation.
• Parallel changeover: old and new systems operate at the same time.
• Direct changeover: the old system is stopped and the new one starts immediately.

1. Create a custom Sensitive Information Type (SIT) in the Microsoft Purview portal.
2. Use a regular expression to match the 32-character alphanumeric account number.
3. Reference that SIT in the DLP policy protecting SharePoint Online.

• Format-based data ? custom SIT with RegEx
• Built-in sensitive data ? Microsoft-provided SIT
• Document classification/protection ? sensitivity labels
• Security investigation queries ? Advanced Hunting, not DLP detection

• Sets a high initial price for a new product.
• Targets customers willing to pay more, often called early adopters.
• Gradually reduces the price to attract more price-sensitive customers as the product becomes less novel and competition increases.

• Penetration pricing: starts with a low price to gain market share quickly.
• Premium pricing: maintains a high price to communicate superior quality or status; it does not necessarily involve later price reductions.
• Loss leader pricing: sells one product at a very low price, sometimes below cost, to attract customers who may buy other products.

• Restrict a port to a defined number of MAC addresses
• Use statically configured or “sticky” MAC addresses
• Shut down or restrict the port when violations occur

• Load balancer: Distributes application traffic; it does not protect switch MAC tables.
• IPS: May detect suspicious traffic but is not the primary control for switch-port MAC limits.
• NGFW: Filters routed network traffic, not the switch’s CAM/MAC address table directly.

• Works across SaaS and internal applications: TOTP is widely supported by authentication systems and can be integrated into many applications.
• Device manufacturer agnostic: A hardware token or authenticator application can generate the code without depending on a specific computer or phone manufacturer.
• Offline capability: The code is generated locally using a shared secret and the current time; an internet connection or cellular service is not required.

• Username and password: May work offline but provides weaker authentication and does not meet the intended improvement in security.
• Biometrics: Can depend on device hardware, operating-system support, and enrollment mechanisms.
• SMS verification: Requires cellular connectivity and is vulnerable to threats such as SIM swapping.

• A. Microsoft 365 group with Assigned membership
• C. Microsoft 365 group with Dynamic User membership

Why?

• Assigned membership: You explicitly add User1, User2, and User3.
• Dynamic User membership: Membership is automatically determined by a rule based on user attributes.

Why the other options are incorrect

• B and D: Security groups do not support the Microsoft 365 group expiration policy.
• E: Dynamic Device groups are intended for devices, not these users, and are also security groups.

• Outer packet: 10.5.1.1 > 52.165.16.154
• IPv4 protocol field: 41, which indicates IPv6 encapsulation
• Inner packet: IPv6 traffic between 2001:... addresses

• MAC address spoofing: Changes Layer 2 addressing; it does not explain the IPv6-in-IPv4 structure.
• Steganography: Hides data inside files or media, not visibly in a tunneled protocol.
• Broken encryption: No evidence of encryption being cracked.
• On-path sniffing: Involves intercepting traffic, not sending data to an external host.

• File hashes
• Strings and metadata
• Binary or code structure
• Known malicious patterns
• Embedded indicators or signatures

• Sandbox: Executes the file in an isolated environment; useful for observing behavior, but usually slower.
• Network traffic analysis: Examines communications generated by a system or application, not the file itself.
• Package monitoring: Tracks software packages or installations and is not the primary method for examining malware signatures.

1. Select Exchange email as a location.
2. Use the built-in Azure Storage Account key sensitive information type as the condition.
3. Configure the DLP action to encrypt the email—for example, using Microsoft Purview Message Encryption.

• Restarting the device: may fix software problems, but not a directional connection issue.
• Swollen battery: is a safety concern, but would not typically cause recognition only in one orientation.
• Failing cable: possible in general, but less likely because it works on other similar devices.
• Dirty or damaged port: best matches the symptoms. Inspect and carefully clean the port, or have it serviced if damaged.

• Scheduling overlapping working hours for critical collaboration
• Assigning independent tasks that can proceed asynchronously
• Adding clear handoffs between offices
• Documenting decisions, questions, and required inputs
• Building appropriate time into the schedule for responses

• BCP: Maintains essential business operations during and after disruption. It is broader than IT recovery, but the question focuses on restoring the destroyed data center.
• Communication plan: Defines how the organization communicates with staff, the public, and other stakeholders.
• IRP: Handles security incidents such as malware, unauthorized access, or data breaches—not physical disaster recovery.

• Customer contains one row per customer and the customer’s Address ID.
• Address contains one row per address and the corresponding location details.

1. Select the Customer query.
2. Choose Merge Queries.
3. Match Customer[Address ID] with Address[Address ID].
4. Use a Left outer join so every customer is retained.
5. Expand the merged Address column and select City, State/Region, and Country.

• Append adds rows vertically and is used for tables with the same structure.
• Group By summarizes rows rather than adding related columns.
• Transpose switches rows and columns and does not establish a relationship.

• Data loss prevention (DLP): Helps detect or prevent unauthorized data transfers, but does not directly protect data on a stolen, powered-off laptop.
• Operating system hardening: Reduces vulnerabilities and attack surface, but does not adequately protect stored data if the device is stolen.
• Boot security: Helps prevent unauthorized operating systems or boot media from loading. It supports device security but is not the primary solution for protecting the data itself.

• T?o m?t Systems Manager Automation runbook d? ch?y l?nh kh?i d?ng l?i ?ng d?ng trên các EC2 instance.
• T?o m?t Amazon EventBridge rule ph?n ?ng khi CloudWatch alarm chuy?n sang tr?ng thái ALARM.
• Ð?t Automation runbook làm target c?a EventBridge rule.

1. Log c?a ?ng d?ng du?c ghi vào CloudWatch Logs.
2. CloudWatch alarm phát hi?n nhi?u l?i liên quan d?n vi?c restart.
3. Alarm chuy?n sang tr?ng thái ALARM.
4. EventBridge nh?n s? ki?n thay d?i tr?ng thái này.
5. EventBridge g?i Systems Manager Automation runbook.
6. Runbook restart ?ng d?ng trên các EC2 instance, không restart c? instance.

• A: SNS không tr?c ti?p g?i Systems Manager Automation runbook nhu m?t target native.
• B: Lambda có th? th?c hi?n vi?c restart, nhung ph?i t? x? lý vi?c xác d?nh instance và ch?y l?nh t? xa.
• C: Lambda ch? làm trung gian d? g?i runbook, không c?n thi?t vì EventBridge có th? g?i runbook tr?c ti?p.

• Determining ISP-assigned address space: Usually involves public reconnaissance, such as WHOIS or regional Internet registry information.
• Bypassing DNS sinkholing: Would require evidence that malicious domains are resolving outside the organization’s sinkhole controls.
• Achieving initial access: DNS log entries alone do not demonstrate compromise or entry.
• Exfiltrating data: DNS tunneling generally involves repeated queries containing encoded or unusually long data, not merely internal host discovery.

• Remote and global work: Access is based on the approved device, not a specific office or geographic location.
• Seamless login: Users may not need to repeatedly enter credentials on a recognized device.
• Limited equipment: It uses devices employees already have rather than requiring separate hardware.

• Geotagging: Restricts access based on location and may prevent legitimate remote work.
• Smart cards: Require issuing and managing additional physical equipment.
• Time-based logins: Limit access by time and do not provide a seamless authentication experience.

• Managerial: policies, standards, risk management, governance
• Operational: procedures carried out by people, such as training, incident response, and backups
• Technical: firewalls, encryption, access-control systems
• Physical: locks, guards, cameras

• Customers may boycott V’s products.
• Supermarket customers may stop buying from V.
• Investors may view V as having higher legal, ethical and reputational risk.
• V could face fines, lawsuits, contract losses and higher costs.
• Expected future profits may fall.

• Additional running costs: $800
• Less depreciation: $300

• The $100 reduction in fixed production overhead absorbed is only an accounting reallocation. It does not represent an actual saving in total fixed overhead.

• Future costs — Only costs occurring in the future can be affected by the investment decision. Past costs are sunk and irrelevant.
• Incremental costs — These are additional costs caused by choosing the investment. They are relevant because they differ between alternatives.
• Cash flows — Capital investment decisions are based on future cash inflows and outflows, usually discounted to present value.

• Committed costs have already been agreed or incurred and generally cannot be changed by the decision.
• Unavoidable costs will arise regardless of which option is selected, so they do not affect the choice.

• IaaS: você gerencia a VM e o sistema operacional.
• PaaS: o Azure gerencia a infraestrutura; você se concentra no aplicativo.

• Threat perspective: Focuses on possible attacks, but may seem technical or hypothetical.
• Compliance perspective: Can motivate action, but compliance alone does not demonstrate the broader business value of governance.
• Policy perspective: Policies are important, but they are a means of implementing governance, not its primary business justification.

• IRR assumes that interim cash flows can be reinvested at the project’s own IRR. This may be unrealistic, especially when the IRR is very high.
• MIRR assumes reinvestment at a specified rate, usually the company’s cost of capital or another realistic reinvestment rate.

• B: MIRR does not specifically favour projects with long payback periods.
• C: MIRR and IRR can rank competing projects differently.
• D: MIRR is not always higher than IRR; it may be higher or lower depending on the cash flows and reinvestment rate.

• principal represents the source or initiating system.
• principal.port is the source port.
• target represents the destination system.
• target.port is the destination port.

text 
principal.port = 5555

• network.ApplicationProtocol = HTTP identifies HTTP traffic but not the backdoor specifically.
• target.port = 5555 finds traffic going to port 5555, rather than originating from it.
• network.ip_protocol = TCP is too broad because many services use TCP.

• Reviewing security policies and standards checks whether controls are documented, not whether they work.
• Reviewing security logs may show that monitoring is occurring, but does not directly establish that preventive controls are effective.
• Analyzing technical security practices is broad and may assess implementation, but it is less objective than an actual controlled attack.

• Design/compliance effectiveness: policies, standards, and procedures
• Operational effectiveness: logs, records, and evidence that controls operate
• Technical security effectiveness: penetration testing or vulnerability testing

1. Which host originated the infection

1. Which remaining hosts are infected

• Owner, Contributor, and Network Contributor provide sufficient management permissions.
• Reader can view Traffic Analytics data but cannot enable or configure it.

• A — If there is no demand, there should be no production.

• B — Not all sales equal profit.

• C — Stocking up on inventory is bad for business.

• D — All costs, except materials, are considered fixed.

• E — Departments should operate at full capacity regardless of bottlenecks.

• GPU: A failure may cause no video output, but the PC usually still powers on.
• RAM: Can prevent booting or produce error beeps, but fans and power indicators generally work.
• CPU: Can prevent startup or booting, but it usually does not cause a completely lifeless system.

• Blue team: Defends systems, monitors activity, and responds to attacks.
• Purple team: Coordinates red- and blue-team activities to improve defenses.
• White team: Oversees or manages the exercise, including rules and scope.

• ADF: Automatic Document Feeder; a printer/scanner hardware component.
• USB: A short-range wired connection, not a protocol for accessing a remote shared folder.
• PCL: Printer Control Language; it describes how print jobs are formatted, not how files or printers are shared over a network.

• Have a definite, clear objective (C): Know exactly what you want to communicate. A clear purpose reduces ambiguity and irrelevant information.
• Plan the communication (E): Decide what to say, who needs the information, the appropriate channel and the best timing.
• Seek feedback (F): Check that the receiver understood the message. This could involve asking for confirmation or inviting questions.

• Ask questions (A): Usually associated with the receiver checking or clarifying information, although a sender may use questions in practice.
• Give feedback (B): Feedback is generally the receiver’s response to the sender’s message. The sender’s responsibility here is to seek feedback.
• Consider their contribution (D): This is not a standard sender-focused step in the communication process. The sender should consider the receiver’s needs and perspective, but the wording is less precise than the three recognised actions above.

• Database data: Aggregates are used to retrieve structured data, commonly from entities and database sources.
• Screen scope: A Screen Aggregate belongs to the screen where it is defined and is not directly reusable as a screen-level aggregate elsewhere.
• Asynchronous and parallel execution: Multiple Screen Aggregates can run asynchronously and in parallel, helping the screen load data efficiently.