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 ITIL (Foundation) Cram Notes

6.5.3 Event Management Process

An event can be defined as any detectable or discernable occurrence that has significance for the management of the IT infrastructure or the delivery of IT service, and evaluation of the impact a deviation might cause to the service.

Event Management is the process responsible for managing events throughout their lifecycle. Event management is one of the main activities of IT operations.

Modern systems make use of event monitoring tools to monitor configuration items for signals and irregularities. These tools are of two types they are:

a) Active Monitoring Tools: actively seek responses to confirm correctness

b) Passive Monitoring Tools: detect and correlate operational alerts or communications generated by CIs.

A) Purpose of Event Management Process

1) Manage events throughout their lifecycle.

2) Coordinate the lifecycle of activities to detect and make sense of events and determine appropriate control action.

B) Objectives of Event Management Process

1) To provide the entry point for the execution of many service operation processes and activities.

2) To provide a way of comparing actual performance and behavior against design standards and SLA’s.

3) Provides the ability to detect, interpret and initiate appropriate action for events.

4) Is the basis for operational monitoring and control and the entry point for many service operation activities 

5) Provides operational information as well as warnings and exceptions to aid automation.

6) Supports continual service improvement activities of service assurance and reporting.

C) Scope of Event Management Process

1) Event management can be applied to any aspect of service management that needs to be controlled and which can be automated. These include: 

a) Configuration Items: 

• Some configuration items will be included because they need to stay in a constant state.

• Some configuration items will be included because their status needs to change frequently and event management can be used to automate this and update the configuration management system.

2) Environmental conditions (e.g. fire and smoke detection).

3) Software license monitoring for usage to ensure optimum/legal license utilization and allocation.

4) Security (e.g. intrusion detection).

5) Normal activity (e.g. tracking the use of an application or the performance of a server)

6.5.4 Request Fulfillment Process

A Service Request is a formal request from a user for something to be provided. Request fulfillment is the process responsible for managing the lifecycle of all service requests.

A) Purpose of Request Fulfillment Process : Purpose of Request Management process is to managing the lifecycle of all user service requests.

B) Objectives of Request Fulfillment Process

1) To provide a channel for users to request and receive standard services for which a predefined approval qualification process exists.

2) To provide information to users and customers about the availability of services and the procedure for obtaining them.

3) To source and deliver the components of requested standard services (e.g. licenses and software media).

4) To assist with general information, complaints or comments.

C) Scope of Request Fulfillment Process

1) Any requests or just standard IT requests may vary from organization to organization.

2) Some organizations may use incident management process to handle requests

3) To provide a self-help support capability to users to improve quality and reduce costs.

6.5.5 Access Management Process 

Access management is the process of granting authorized users the right to use a service, while preventing access to non-authorized users. It is, therefore, the execution of policies and actions defined in information security and availability management.

A) Purpose of Access Management Process

1) To implement parts of the security policies defined in Information Security Management

2) To keep the access privileges up-to-date.

B) Objectives of Access Management Process

1) Manage access to services based on policies and actions defined in information security management.

2) Efficiently respond to requests for granting access to services, changing access rights or restricting access, ensuring the rights provided or changed are properly granted.

3) Ensure all requests for access are verified and authorized and dealt with efficiently

C) Scope of Access Management Process

1) Execution of the policies in information security management, in that it enables the organization to manage the confidentiality, availability and integrity of the organization’s data and intellectual property.

2) Ensures that users are given the right to use a service, but it does not ensure that this access is available at all agreed times – this is provided by availability management.

3) Executed by all technical and application management functions and is usually not a separate function, but there is likely a single control point of coordination, usually in IT operations management or on the service desk.

4) Can be initiated by a service request.

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