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ITIL Intermediate Certification Companion Study Guide by Liz Gallacher, Helen Morris

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Chapter 36 Service Operation Processes: Event Management

THE FOLLOWING ITIL INTERMEDIATE EXAM OBJECTIVES ARE DISCUSSED IN THIS CHAPTER:

  • ✓  Event management is discussed in terms of its
    • Purpose
    • Objectives
    • Scope
    • Value
    • Policies
    • Principles and basic concepts
    • Process activities, methods, and techniques
    • Triggers, inputs, outputs, and interfaces
    • Critical success factors and key performance indicators
    • Challenges
    • Risks

 Modern infrastructure management depends to a large extent on the use of event monitoring tools. These tools are able to monitor large numbers of configuration items simultaneously, identifying any issues as soon as they arise and ...

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