Summary

This chapter explored the remaining three processes in the service operation stage, covering the purpose, objectives and scope of each:

• Event management
• Request fulfillment
• Access management

We discussed the key ITIL concepts of events and alerts and how event management can improve availability by preempting failures or reducing the time taken to identify them.

We discussed the key ITIL concepts of service requests and how the request fulfillment process can save time and money in expediting simple user requirements.

We discussed the importance of access management in preventing unauthorized access to data and some of the issues that arise in monitoring access rights:

• Event
• Alert
• Service request