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