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Question:
(a) IT Service Support within the ITIL framework is divided in a number of processes. Compare and contrast the following processes:
i. Incident Management and Problem Management ii. Change Management and Release Management.
(b) The Configuration Management Database (CMDB) is a pivotal component of IT Service Support:
i. Explain what you understand by a Configuration Item or CI.
ii. Which relationships does the CMDB usually contain?
(c) With respect to VoIP, answer the following:
i. What is the purpose of a "soft" switch?
ii. Describe three popular VoIP protocols and the features that they provide.
Q uality audits The main mechanism for determining the effectiveness of the quality assurance activities is the quality audit. The audit is the structured review of the perfor
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Ascertaining Demand: The methodology to be followed in ascertaining users' needs have been discussed in detail, in Unit 5 under Sec 5.2 Users' Studies of this Block 2. In addi
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