ITIL ITILFND-2011 Exam Prep
ITIL 2011 Foundation (Page 40 )

• Response and resolution time frames
• Availability or uptime requirements
• Performance targets
• Support obligations
• Penalties for failing to meet requirements

• SOW (Statement of Work): Defines the project’s scope, tasks, and deliverables.
• MOA (Memorandum of Agreement): Describes cooperation and responsibilities between parties.
• MOU (Memorandum of Understanding): Records a general mutual understanding, usually without detailed enforceable service targets.

• Prevention costs: Avoiding defects, such as staff training and improved product design. The company has invested in these.
• Appraisal costs: Detecting defects before products reach customers, such as inspection and testing. The planned batch sampling has not been implemented.
• Internal failure costs: Correcting defects found before delivery.
• External failure costs: Dealing with defects after delivery, such as refunds, replacements, complaints and lost sales.

• ARP poisoning: Redirects or intercepts local network traffic; it would more likely affect communication paths or cause man-in-the-middle behavior.
• Jamming: Interferes with wireless signals. The scenario does not indicate a wireless outage.
• Kerberoasting: Attempts to obtain service-account password hashes from Kerberos; it is a credential attack, not typically a direct service outage.

• Install unauthorized or unapproved applications
• Access system areas normally restricted
• Add features unavailable in the default software
• Modify the device’s operating system

• SQL injection (SQLi): Attacks databases by inserting malicious SQL commands.
• Cross-site scripting (XSS): Injects malicious scripts into web pages viewed by users.
• Sideloading: Installs an application from outside the official app store, but it does not necessarily remove the phone’s operating-system restrictions.

• ARP poisoning: Redirects or intercepts local network traffic; monitoring would typically show suspicious ARP changes or man-in-the-middle behavior.
• Jamming: Interferes with wireless or radio signals. It would affect connectivity, not usually show a server-specific overload.
• Kerberoasting: Attempts to obtain and crack Kerberos service-account hashes; it does not normally cause a system outage.

• Portfolio definition cycle — establishes and maintains the portfolio strategy, objectives, and management framework.
• Portfolio delivery cycle — coordinates and monitors the delivery of change initiatives, ensuring the portfolio remains aligned with strategic objectives and delivers value.

• Practice — a structured area of portfolio management activity, such as risk management or resource management.
• Technique — a method used to perform an activity; it is not the term for portfolio delivery itself.
• Principle — a guiding rule for effective portfolio management.

• Amazon EC2 instances — ???????? ?? ?? ??????? CPU, memory ??? instance size ???????? ???????
• AWS Lambda functions — memory configuration ?????????? ???????
• Amazon EBS volumes — volume type ?? size optimize ???? ???????
• ??????? ECS workloads — resource configuration ? cost optimization-?? ???????

• Memory ? compute usage ?????????? ???? custom code ????? ???? development ? maintenance ??????
• Cost allocation tags ???? ????? ??? ?????? ???? ??????? ???; inefficient resource ??????? ?? recommendation ???? ???
• CloudTrail resource ???? ?? API activity ??????, resource utilization ????

• Each Azure VM must have at least one network interface (NIC).
• A single NIC can have:

• Therefore, each of the five VMs needs only one NIC:

• The servers run different operating systems: Windows, Linux, and Unix.
• Containers generally share the host operating system’s kernel, so they cannot normally run workloads requiring unrelated kernels, such as Windows and Linux, on the same Linux host.
• A hypervisor can create separate virtual machines, allowing each VM to run its own guest OS.
• A Type 2 hypervisor runs on top of a host operating system and can support multiple guest operating systems.

• Identifying the communication strategy: Usually part of a business continuity or incident response plan.
• Evaluating the risk management plan: Part of risk assessment and risk management activities.
• Establishing backup and recovery procedures: Usually part of disaster recovery planning.
• Developing the incident response plan: Part of incident response planning.

• Password spraying: Tries a few common passwords against many accounts; no indication of repeated login attempts.
• Remote-access Trojan (RAT): Could install malware, but it does not explain how the attacker obtained the administrator’s credentials.
• Dictionary attack: Tries words or common passwords against an account; again, the scenario specifically highlights Telnet’s lack of encryption.

• A: Person Accounts cannot be merged directly with standard Contact records.
• C: There is no Account Setup option that automatically merges Person Account duplicates.
• D: Matching rules and duplicate rules can help identify or prevent duplicates, but they do not automatically merge Person Accounts. Also, relationship considerations do not change the basic merge capability.

• Each Case must follow defined support steps.
• Each step must be completed within a specified time limit.

• Case Escalation Rules: Escalate Cases based mainly on age or criteria; they do not model a complete sequence of service steps.
• Process Builder with Scheduled Actions: Can automate time-based actions but is not the standard framework for Case service-level commitments.
• Omni-Channel Routing: Routes work to agents based on capacity and priority; it does not track Case lifecycle deadlines.

• BIOS language support: Useful for usability, but not whether the PC can operate electrically.
• Supply chain security: Concerns procurement and hardware trust, not deployment across countries.
• Power efficiency: Important for energy usage, but it does not ensure compatibility with local power systems.

Statement 1 — Correct

Statement 2 — Correct

• Internal hostnames and subdomains
• Network structure and naming conventions
• Servers and services
• Relationships between systems

• Determining ISP-assigned address space: Usually involves external registration and DNS information, not internal host discovery.
• Bypassing DNS sinkholing: Would require evidence that malicious DNS requests avoided redirection.
• Initial access: DNS queries alone do not show that the attacker gained access.
• Exfiltrating data: DNS tunneling can do this, but the snippet would typically show encoded or unusually long DNS queries.

• Required response and resolution times
• Availability or uptime targets
• Performance standards
• Support obligations
• Remedies or penalties for failing to meet the terms

• SOW (Statement of Work): Defines the project’s scope, tasks, deliverables, and schedule.
• MOA (Memorandum of Agreement): Describes agreed responsibilities between parties, often for a specific activity.
• MOU (Memorandum of Understanding): Records a mutual understanding or intention, usually less formal than a contract.

• Unfamiliar locations or IP addresses
• Anonymous or malicious IP addresses
• Leaked credentials
• Unusual sign-in behavior

• The audience and stakeholders
• The complexity and type of requirements
• The communication method and level of detail needed
• Whether to use diagrams, models, documents, demonstrations, or slides

• B: Authority to host the presentation is not the key preparation activity.
• C: Stakeholder sign-off may occur later; presenting requirements does not always require formal approval beforehand.
• D: A scribe may be useful in a meeting, but hiring one is not a core preparation requirement for presenting.

• Supervised learning requires labeled examples to learn how to classify customers.
• Reinforcement learning learns through actions, rewards, and penalties, which is not the main task here.
• RLHF uses human feedback to improve model behavior, typically for generative AI, not customer segmentation.

• A. IDS attack signatures: An IDS primarily detects suspicious network activity; it is not the best control for scanning uploaded documents for malware.
• C. Load balancer: Distributes traffic among servers and improves availability, but does not inspect files for malware.
• D. WAF: Protects web applications against attacks such as SQL injection and command injection. It may help secure the upload function, but malware scanning is the key requirement here.

• Inherent risk: Risk that exists before controls are implemented.
• Avoided risk: Risk eliminated by choosing not to perform the risky activity.
• Operational risk: Risk arising from failures in processes, people, systems, or daily operations.

• 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.

• C — “when the query finishes”

• D — “when the query began”

• Prevent connections to malware command-and-control servers
• Identify infected systems making those DNS requests
• Collect information for incident response

• A: Attackers do not normally use sinkholes to map a company’s domain structure.
• B: Redirecting employees from legitimate sites to attacker-owned sites describes malicious DNS manipulation, not a defensive sinkhole.
• D: Attracting attackers away from real resources is more closely associated with a honeypot or deception system.

• Restarting the device: May fix software glitches, but would not usually make cable orientation matter.
• Swollen battery: A safety concern, but it would not typically cause recognition only in one cable orientation.
• Failing cable: Possible, but less likely because the problem occurs with this particular device and not other devices of the same type.

Question 3: AWS Storage Gateway File Gateway

• A: S3 bucket per user — S3 is object storage, not a traditional shared file system; mounting it requires extra tools and is less efficient.
• B: File Gateway — Provides a local file share using standard file protocols while storing files in Amazon S3. This preserves convenient local access and extends storage capacity.
• C: WorkSpaces and WorkDocs — Designed for virtual desktops and document collaboration, not large shared file storage.
• D: EC2 with EBS — EBS is attached to one EC2 instance and is not designed for direct multi-user file sharing.

• Application management: Controls which apps can be installed or used; it does not remove existing data after theft.
• Full-disk encryption: Protects data when the device is powered off or locked, but it may not help if the attacker has already unlocked the device.
• Containerization: Separates corporate data from personal data, but the attacker may still access the corporate container using the stolen credentials.

• A script of cloud CLI commands: IaC because the commands can be saved, reviewed, versioned, and rerun consistently.
• Manually run curl commands: Not necessarily IaC; they are manual actions unless organized into an automated script.
• A sequence of REST requests passed to an API: Could represent automation, but the wording does not explicitly say they are stored and executed as reusable code.
• Commands entered into a cloud console: Manual operation, not IaC.

• Continuous deployment: Automates software releases; it does not specifically test input handling.
• Static code analysis: Examines source or compiled code without executing it. It can find coding flaws but does not directly stress the application with malformed inputs.
• Manual peer review: Developers inspect code or design manually. Useful, but not the best practice specifically for testing how a live product handles invalid input.

• If the hashes match, the software has likely not changed.
• If they differ, the software was modified or corrupted.

• Encryption: Protects confidentiality by making data unreadable; it does not primarily verify that software was unchanged.
• Baselines: Establish expected configurations or states, but hashing is the specific method for checking file integrity.
• Tokenization: Replaces sensitive data with non-sensitive tokens and is unrelated to software integrity.

• Crash cart: Provides local physical access, not remote access.
• Jump box: A secured intermediary used to reach devices over the normal network; it may be inaccessible if the appliance has not booted.
• Secure Shell (SSH): Requires the device’s operating system and network services to be running properly.

• Which host first communicated with the suspected malicious source
• Whether that host initiated suspicious traffic or merely received it
• Which other hosts show evidence of infection, such as connections from the originating host
• Which hosts have no related suspicious activity and are therefore clean

• An outbound connection to a suspicious external address
• A downloaded or executed malicious file
• Later lateral connections from that host to other internal systems
• Firewall logs showing the direction and timing of the traffic

• The type of change: standard, normal, or emergency
• The risk, impact, and complexity
• The change model being used

• A standard change may be pre-authorized through its change model.
• A normal change may require assessment and approval by an appropriate change authority.
• An emergency change may be authorized by an emergency change authority, often using an expedited process.

• Change authorities are not only needed for emergency changes.
• They are not assigned only when a change is deployed.
• They are not only required for normal changes.

• Personally identifiable information (PII) detection

• Prompt Shields

• Self-harm content filtering addresses self-harm-related content.
• Violence content filtering addresses violent content.
• Neither protects customer PII or detects document-based prompt injection.

• A laptop
• Software access
• A password reset
• A mobile phone

• They run behind the scenes — applies more to automation or workflows.
• They are optional — catalog items are fundamental to a request-based catalog.
• They provide options — variables and variable options collect the requester’s choices for an item; they are not the catalog item itself.

• Data Category Groups e categorias;
• Visibilidade dessas categorias para perfis ou permission sets.

• B e C: regras de compartilhamento não são o mecanismo apropriado para restringir resultados de busca do Knowledge por divisão.
• D: a role hierarchy não é o mecanismo principal para controlar a visibilidade de categorias do Knowledge. Além disso, a configuração correta é atribuir visibilidade a perfis ou permission sets.

• Approve major information security policies
• Allocate funding and resources
• Set the organization’s risk appetite
• Ensure security supports business objectives

• Evaluating vendors is generally handled by security, procurement, or technical teams.
• Assessing risks is typically performed by security and risk-management professionals, with management accepting or prioritizing the risks.
• Monitoring regulatory adherence is usually handled by compliance, audit, or security functions.

• The servers are powered on.
• The network is functioning.
• Devices can still reach the server network.

• ARP poisoning: Redirects or intercepts local network traffic; it usually affects communication paths rather than overwhelming a service.
• Jamming: Disrupts wireless or radio signals. It would not fit a system that remains accessible from devices on the server network.
• Kerberoasting: Attempts to crack service-account credentials from Kerberos tickets; it does not normally cause an immediate outage.

• 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.

• Domínios personalizados.
• Armazenamento suficiente.
• Instâncias dedicadas.
• Balanceamento de carga.
• Menor custo entre os planos que atendem a tudo.

• B. The community must be built with the Customer Account Portal template.

• C. An experience ID (expid) or placeholder parameter must be used in the URL.

• A: The Visualforce + Salesforce Tabs template does not provide this dynamic branding capability.
• D: An external CMS is not required. The branding configuration is handled within Salesforce Experience Cloud.

• B. Deploy to a SageMaker endpoint: This is needed for SageMaker-hosted models, not for a model intended to be used directly in Amazon Bedrock.
• C. Register with SageMaker Model Registry: SageMaker Model Registry is unrelated to invoking custom models in Bedrock.
• D. Grant access in Bedrock: Access permissions may be necessary, but they do not replace the required provisioned capacity.

• Limiting the number of MAC addresses allowed on a switch port
• Restricting ports to specific known MAC addresses
• Taking an action—such as dropping frames or shutting down the port—when the limit is exceeded

• Load balancer: Distributes application traffic; it does not protect switch MAC tables.
• IPS: May detect some attack traffic, but is not the primary control for switch-port MAC limits.
• NGFW: Filters network traffic at the firewall, but does not directly control MAC addresses learned by a switch.

• Espionage: Stealing information for intelligence or competitive purposes.
• Data exfiltration: Unauthorized removal or transfer of data.
• Nation-state attack: An attack sponsored or conducted by a government.
• Shadow IT: Unapproved technology or methods used to access organizational resources.

• 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.

• Input feature distributions differ from training data ? Analyze dataset drift metrics

• Model accuracy drops without code changes ? Analyze dataset drift metrics

• Endpoint latency increases under load ? Investigate scaling and infrastructure metrics

sql 
CREATE PROCEDURE dbo.usp_CreateOrder 
AS 
BEGIN 
    SET NOCOUNT ON; 
    SET XACT_ABORT ON; 


    BEGIN TRY 
        BEGIN TRANSACTION; 


        INSERT INTO dbo.Orders (/ columns /) 
        VALUES (/ values /); 


        SET @OrderID = SCOPE_IDENTITY(); 


        COMMIT TRANSACTION; 
    END TRY 
    BEGIN CATCH 
        IF @@TRANCOUNT > 0 
            ROLLBACK TRANSACTION; 


        THROW; 
    END CATCH; 
END;

• BEGIN TRY contains the transactional work.
• SCOPE_IDENTITY() retrieves the identity generated by the INSERT; it belongs after the insert, not as the error-handling logic.
• COMMIT runs only if all statements succeed.
• BEGIN CATCH handles failures.
• IF @@TRANCOUNT > 0 prevents attempting a rollback when no transaction is active.
• ROLLBACK undoes partial changes.
• THROW re-raises the original error with consistent details for the application.
• SET XACT_ABORT ON ensures many run-time errors automatically terminate and roll back the transaction.

• Identified risks
• Risk owners or responsible parties
• Likelihood and impact
• Risk response plans
• Current status
• Risk thresholds or trigger conditions

• Risk tolerance: The amount and type of risk an organization is willing to accept; it is not primarily a tracking document.
• Risk transfer: Moving the financial or operational impact of a risk to another party, such as through insurance or outsourcing.
• Risk analysis: The process of evaluating a risk’s likelihood and impact.