(Scenario) In the organization 'Robo Appliances' the production line is fully automated using a state-of-the-art technology. Recently, the organization successfully upgraded to the latest version of the software that was in use. This resulted in improving the efficiency of the production line. A few weeks ago, the entire production was brought to a complete halt. It was believed to be a technical issue. This resulted in a huge financial loss for the organization as it created a backlog of orders. The IT manager called for a thorough investigation into the cause for this issue so that, similar issues in the future can be avoided. From the scenario above identify 2 (Two) ITIL4 service management practices and provide examples (from the scenario above) of where the practice can be applied. Explain the use/purpose of each (two) practice in ITSM