Understand the purpose, objectives, and scope of event management. Be able to describe events (a change of state that has significance for the management of a CI) and alerts (a failure or a breach of a threshold) and the difference between them. Be able to give examples of each.

Understand the role of event management in automation. Be able to describe passive and active monitoring and the difference between them. Be able to give examples of each. Understand the importance of filtering events. Be able to explain how effective event management can reduce downtime. Although some requests are standard changes, many are not, such as requests for information.

Understand the purpose objectives and scope of request fulfillment. Know how it benefits the customer and the IT department.

Understand the purpose objectives and scope of access management. Be able to explain the relationship between access management and information security management. Access management is not just granting access but also restricting or removing it as required.