Master Exin CITM Exam with Reliable Practice Questions
Upgrade to PremiumLately, the support desk is receiving several requests for password resets from individuals who appear to be unknown to the organization. Possible criminal activities are suspected, and the organization wishes to address this issue in their information security awareness program. What is the area that requires awareness?
Correct : D
Requests for password resets from unknown individuals suggest social engineering attacks, such as phishing or impersonation, where attackers manipulate users to gain unauthorized access. An information security awareness program should focus on educating staff about social engineering tactics to recognize and prevent such incidents.
E-mail usage (A), instant messaging (B), and internet usage (C) may be vectors for attacks, but the core issue is social engineering, which encompasses tactics used across these channels.
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Senior management requests a service requirement analysis to justify the need for a vendor. During the analysis, it is concluded that the internal IT provider has insufficient manpower and lacks the skills to deliver the work required. Which gaps are identified?
Correct : B
The analysis identifies insufficient manpower (a staffing issue) and lack of skills (a capability issue) within the internal IT provider. These gaps correspond to organizational (manpower, related to staffing and resource allocation) and technical (skills, related to expertise and technical capabilities) deficiencies (B).
Financial and organizational (A): Financial gaps (e.g., budget constraints) are not mentioned in the scenario.
Financial and technical (C): Financial issues are not indicated; the focus is on manpower and skills.
According to vendor management frameworks, identifying gaps in internal capabilities (e.g., staffing and technical expertise) justifies outsourcing to a vendor to fill these deficiencies.
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What is the Critical Success Factor (CSF) in IT services review?
Correct : A
A Critical Success Factor (CSF) in IT services review, as per ITIL's service management framework, is to evaluate deliverables before meeting the customer for an IT service review (A). This ensures that the IT service provider has thoroughly assessed service performance, identified issues, and prepared actionable insights or recommendations to discuss with the customer. Pre-evaluating deliverables enables a productive review meeting, ensuring alignment with customer expectations and service level agreements (SLAs).
Suitable location (B): Logistical factors like location are not critical to the success of the review process.
Explain shortcomings and bottlenecks (C): While transparency is important, focusing only on issues without prior evaluation may undermine the review's effectiveness.
Inform customers on improvements (D): Informing about improvements is part of the review but not the CSF; evaluation of deliverables is the foundation for meaningful discussions.
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The Service Level Agreement (SLA) mentions a section 'estimated system response times'. What is not a key factor for a successful delivery?
Correct : B
An SLA's section on estimated system response times focuses on ensuring the system meets performance expectations. Key factors for successful delivery include:
Technical specifications of the system (A): Defines the system's capabilities (e.g., processing power, architecture) critical for response times.
Skills and knowledge of staff (C): Ensures the IT team can manage and optimize the system for performance.
Technical specifications of the IT infrastructure (D): Includes network, servers, and storage, which directly impact response times.
Price for the IT service (B) is not a direct factor in achieving system response times, as it relates to cost negotiation rather than technical performance. While budget may influence resource allocation, it's not a key factor in delivering the SLA's performance metrics.
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A technical team investigating possible controls concludes that the most preferred control cannot be implemented as a result of too many constraints and decides to propose the second-best control. How is this control being referred to?
Correct : B
A compensating control is an alternative control implemented when the preferred control cannot be applied due to constraints (e.g., technical, financial, or operational). According to frameworks like COBIT or ISO/IEC 27001, compensating controls provide equivalent or partial risk mitigation when the primary control is infeasible.
Deterrent controls (A) discourage violations, detective controls (C) identify incidents, and corrective controls (D) address issues after they occur. Only compensating control (B) fits the scenario of a second-best alternative due to constraints.
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