ITIL Service Operation processes

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Event Management

Process Objective: To make sure CIs and services are constantly monitored, and to filter and categorize Events in order to decide on appropriate actions.

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Incident Management

Process Objective: To manage the lifecycle of all Incidents. The primary objective of Incident Management is to return the IT service to users as quickly as possible.

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Request Fulfilment

Process Objective: To fulfill Service Requests, which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests for information.

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Access Management

Process Objective: To grant authorized users the right to use a service, while preventing access to non-authorized users. The Access Management processes essentially execute policies defined in Information Security Management.

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Problem Management

Process Objective: To manage the lifecycle of all Problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. 

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