Question $4(25$ marks$)$

a$.)$ Distinguish between problems, requests, and crises in the context of user support. Explain how the support team can efficiently categorize and prioritize these issues.

$[10$ marks$]$

b$.)$ Outline the key components of a business continuity plan specifically for IT support operations. Include aspects such as risk assessment, disaster recovery, communication plans, and contingency strategies. Explain how this plan will ensure that company can maintain user support services during disruptions or emergencies.