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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.
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how do you write a lp model in standard form? ex) max z=9x+6x subject to 12x+5x x
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Total Marks – 40 (Note: The information for this question is based on the material contained in Hopkins, Andrew (1999) Managing major hazards: the lessons of the Moura Mine Disast
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