Chapter 12

The Other Service Operation Processes

THE FOLLOWING ITIL FOUNDATION EXAM OBJECTIVES ARE DISCUSSED IN THIS CHAPTER:

• Unit 3: Generic concepts and definitions
  • 3-24. Event
  • 3-25. Alert
  • 3-28. Service request
• 5-8. State the purpose, objectives and scope for:
  • 5-81 Event management
  • 5-82 Request fulfillment
  • 5-83 Access management

In this chapter we take a high-level look at the service operation processes of event management, request fulfilment and access management, and discuss some of the generic concepts and definitions associated with them. These processes happen every day in every IT operations environment. Event management describes how the use of monitoring tools can not only spot faults very quickly, but also automate many tasks. Access management helps protect the organization’s data by controlling who is able to gain access to it. Request fulfilment provides a straightforward and efficient way to provide standard services to customers. Each of these processes, if carried out well, will improve the service to customers.