B. IDENTIFICATION. Identify what is being asked on each statement 1. This aims to ensure that standardized methods and procedures are used for efficient handling of all changes. 2. This focuses on fulfilling service requests which are often minor changes or request for information 3. This aims to resolve the root causes of incidents and thus to minimize the adverse impact of incidents cause by errors within the IT infrastructure and to prevent recurrence of incidents related to these errors. 4. This describes the processes within ITIL that directly relate to the ICT equipment and equipment and software that is involved in providing ICT services to customers. 5. It refers to the composite hardware, software, network resources and services required for the existence, operation and management of an enterprise IT environment. 6. This provides the day-to-day technical supervision of the ICT infrastructure. 7. It is the specialist technical function for infrastructure within ICT. 8. This focuses on the user of the ICT services and primarily concerned with ensuring that they have access to the appropriate services to support the business functions.
