$1.$ Discuss the relationship between Information Technology Service Management $($ITSM$)$ and ITIL. Highlighting the following aspects: definition, similarities, and differences in

implementation approaches. $(2)$

$2.$ Discuss the term $$organisational change$($OC$)$ with emphasis on different types and strategies of OC$.(2)$

$3.$ What is your understanding of the term $$socio$-$technical system$($STS$)$ in relation to ITSM?

Provide a diagram to illustrate STS$.(3)$

$4.$ The eight case studies in this research implemented these FOUR processes and functions $($except problem management with $7/8$ implementations$)$: service desk, incident management, change management, and problem management. Discuss why EACH of these processes$/$functions are most likely candidates for initial ITIL implementation in organisations. $(8)$ IRM$4720/102/0/2024$