Problem (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

Problem (b) P2P applications are becoming very popular nowadays:

i. Prepare the different generations of P2P file sharing applications.
ii. Explain two examples of P2P collaborative tools.
iii. How are P2P search engines different from conventional ones?

Problem (c) With respect to VoIP, answer the subsequent:

i. What is the main purpose of a "soft" switch?
ii. Explain three ways to effect a VoIP call.