12 itil v3 foundation notes_ service operation [3] - pmp exam, agile pmi-acp, itil certification...
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ITIL FOUNDATION
ITIL v3 Foundation Notes: Service Operation [3]BY EDWARD CHUNG · NOVEMBER 27, 2014
[ITIL v3 Foundation Notes] More processes of the ServiceOperation phase for the ITIL v3 Foundation Certification exam arebriefly examined here, including: Event Management Process,Request Fulfillment Process and Access Management Process. Inaddition, the definitions for Event, Alert and Service Request areprovided.
Event Management ProcessModern systems make use of event monitoring tools to monitorconfiguration items for signals and irregularities
active monitoring tools – actively seek responses to confirmcorrectness (e.g. ping)passive monitoring tools – detect events generated by CIs
[definition] An event can be defined as any change of state thathas significance for the management of a configuration item (CI)or IT service or an alert/notification created by the IT service
the changes are not limited to failure or faultsalerts are events that are faults or breaches of thresholds
An exception can either be an incident, problem or RFCBetter to detect proactively than waiting users to report errorsPurpose
to detect events, understand what they mean, and take anynecessary action (the basis on operational monitoring andcontrol)
in case of failure, an incident would be logged
Objectivesdetect events and carry out correct response (includingautomated processes or notification to staff I/C)provide information for assessment against SLA target andservice reporting (for improvement)provide trigger for execution of processes and operationsmanagement
Scopeany aspects of service management that need to becontrolled / automated
CIs are monitored for availability and automatedupdateslicense use
monitor environmental conditions (e.g. smoke detection)security
Monitoring vs Event ManagementMonitoring – detect notifications from event managementand check status activelyEvent Management – generating and detecting events (formonitoring) for IT services and infrastructure
Request Fulfillment ProcessThe process for handling service requests for standardservices, equipment, or information raised by users throughthe service desk
e.g. “Is the service available at weekends?”, “How do I gettraining on this application?”, “We have a new member ofstaff starting. Can you set them up on the system?”
[definition] A Service Request is a formal request from a userfor something to be providedPurpose
to manage the lifecycle of all service requests from theusers
Objectivesprovide efficient fulfillment of simple requests to meet therequirements of the business, often through standardprocedures (request models)maintain user satisfaction through effective handling ofstandard requests
Scope
any requests or just standard IT requests (vary fromorganization to organization)
some organizations may use incident managementprocess to handle requests
may provide a selfhelp support capability to users toimprove quality and reduce costs
Access Management ProcessThe process of granting authorized users the right to use aservice while preventing access to unauthorized usersaka Rights Management or Identity ManagementPurpose
to implement parts of the security policies defined inInformation Security Managementto keep the access privileges uptodate
Objectivesmanage access rights to servicesensure all requests for access are verified and authorizedand dealt with efficiently
Scopeefficient execution of information security managementpolicies to protect the confidentiality, availability (madeavailable) and integrity (CIA) of data and intellectualproperty
Steps1. Request Access2. Request Verification / Authorization3. Grant Access4. Monitor – identity status, logging and tracking access,
removing or restricting rightsConcepts/Definition
Access refers to the level and extent of a service’sfunctionality or data that a user is entitled to use.Identity refers to the information about the user thatdistinguishes them as an individual, and which verifies theirstatus within the organization. By definition, the Identity of auser is unique to that user.Rights (also called privileges) refer to the actual settingswhereby a user is provided access to a service or group ofservices. Typical rights or levels of access include read,
write, execute, change, delete.Services or Service groups. Most users do not only useone service, and users performing a similar set of activitieswill use a similar set of services. Instead of providingaccess to each service for each user separately, it is moreefficient to be able to grant each user – or group of users –access to the whole set of services that they are entitled touse at the same time.Directory Services refers to a specific type of tool that isused to manage access and rights.
Conclusion: ITIL v3 Foundation ServiceOperationThis ITIL v3 Foundation study note touches upon the definition,purpose, objectives and scope of more processes of ServiceOperation, namely the Event Management Process, RequestFulfillment Process and Access Management Process. Key ITILconcepts are examined, including: event, alert and service request.