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.