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points Save Answer Scenario: Service Desk gets a call from a user, who is the secretary of the Vice President (VP) of Finance. She needs some documents printed on the printer in her room for the VP's 5:00 meeting. It's 4:15 and the Service Desk tech goes at it over the phone, connecting remotely to the secretary's workstation. He pokes here, prods there and can't make the computer print. However, the tech knows there's a printer down the hall from where the secretary sits that could probably work. He proceeds then to configure the workstation to print to that printer down the hall. He makes the connection and it works. The secretary prints her document in the nick of time and gets them to her boss just in time for his meeting. The tech documents what has been done. When the secretary gets back to her desk, there's a survey email from the service desk asking her to rate and comment on the service. Questions: a. The scenario being described belongs to which phase, process and/or function of the ITIL v3 lifecycle? [1 mark] b. Analyse what's happened in the scenario from the ITIL v3 framework perspective (i.e., use relevant terminology and their definitions and make reference to the processes involved). [4 marks]