Lab 1- Research Overview This lab requires you to research on the following topics and write the response. Please give the examples. If you have any issue, please reach out to your professor. This is Individual task, do not copy from your friend.

1. What is Help Desk? Why we use it?

2. What tools we can use for Help Desk? Give some examples.

3. Difference between Help Desk and Change management.

4. What is iTop and why companies are using this tool?

5. What is monitoring tool and give some examples. It (Monitoring tool) is different with Help desk and Change management? How? Screenshots None required, only an appendix with the content of your Word document. If you chose to prepare an example of tools, you can document it fully in screenshots. References Please do not forget to add the references. Reflection Why did you choose the tools to write your documentation as you did?