In which of the following processes are experienced personnel and software tools used to
investigate, resolve, and handle process deviation, malformed data, infrastructure, or connectivity
issues?

A.
Risk Management

B.
Exception management

C.
Configuration Management

D.
Change Management

Explanation:
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
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
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”,
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