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

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Chapter 3Event Management, Request Fulfillment, and Access Management

THE FOLLOWING ITIL OPERATIONAL SUPPORT AND ANALYSIS CAPABILITY INTERMEDIATE EXAM OBJECTIVES ARE DISCUSSED IN THIS CHAPTER:

  • imagesEvent management, request fulfillment, and access management are discussed in terms of their
    • Purpose
    • Objectives
    • Scope
    • Value
    • Policies
    • Principles and basic concepts
    • Process activities, methods, and techniques
    • Triggers, inputs, outputs, and interfaces
    • Information management
    • Process roles
    • Critical success factors and key performance indicators
    • Challenges
    • Risks

Event management is the process that deals with modern infrastructure management’s requirement ...

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