In which of the following processes are experienced personnel and software tools used to investigate,...

Exception management is a process in which experienced personnel and software tools are used to investigate, resolve, and handle process deviation, malformed data, infrastructure or connectivity issues. It increases the efficiency of business processes and contributes in the progress of business. Answer: C is incorrect. Configuration Management (CM) is an Information Technology Infrastructure Library (ITIL) IT Service Management (ITSM) process. It tracks all of the individual Configuration Items (CI) in an IT system, which may be as simple as a single server, or as complex as the entire IT department. In large organizations a configuration manager may be appointed to oversee and manage the CM process. Answer: A is incorrect. Risk Management is used to identify, assess, and control risks. It includes analyzing the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats. Risk Management is part of Service Design and the owner of the Risk Management is the Risk Manager. Risks are addressed within several processes in ITIL V3; however, there is no dedicated Risk Management process. ITIL V3 calls for "coordinated risk assessment exercises", so at IT Process Maps we decided to assign clear responsibilities for managing risks. Answer: D is incorrect. Change Management is used to ensure that standardized methods and procedures are used for efficient handling of all changes. A change is "an event that results in a new status of one or more configuration items (CI's)" approved by management, cost effective, enhances business process changes (fixes) - with a minimum risk to IT infrastructure. The main aims of Change Management are as follows: Minimal disruption of services Reduction in back-out activities Economic utilization of resources involved in the change