Service Operation in ITIL V4: Event Management, Incident Management & Request Fulfilment
Service
Operation in ITIL V4: Event Management, Incident Management & Request
Fulfilment
In ITIL V4, Service Operation ensures value is
realized through efficient delivery, responsive support, and timely fulfilment.
Three cornerstone practices include:
- Event
Management
- Incident
Management
- Request
Fulfilment (aka Service Request Management)
Understanding these is essential for both exam success and
real-world application.
🧩 Practice Overview:
At-a-Glance
|
Practice |
Purpose |
Key Activities |
Exam Focus Tip |
|
Event Management |
Detect and categorize operational events to maintain
service stability |
Event detection → Filtering → Correlation → Response
(informal or escalated) |
Know event types: informational, warning, exception |
|
Incident Management |
Restore normal service ASAP after unplanned interruptions |
Log → Categorize → Prioritize → Diagnose →
Resolve/Escalate → Close |
Understand difference: incident vs problem vs request |
|
Request Fulfilment |
Process standard user requests through predefined
workflows |
Log → Identify → Authorization → Fulfilment → Closure |
Distinguish requests (password reset) from incidents |
🔄 How the Practices
Connect
- Event
→ Incident:
A warning-level event (e.g., server resource spike) detected → triggers an incident if thresholds breached. - Incident
→ Problem or Request:
If multiple incidents recur, it escalates to Problem Management; a simple user action (e.g., access request) goes to Request Fulfilment. - Request
via Fulfilment:
Common requests (e.g., new email access) bypass Incident and go straight through Request Fulfilment for quick resolution.
🧠Exam-Ready Definitions
- Event:
Any change in state monitored by IT (e.g., server CPU high)
- Incident:
Unplanned interruption or reduction in service quality
- Service
Request: User-initiated standard fulfilment tasks (not incidents)
🔗 Internal Resources
- Learn
event workflows: Event
Management best practices
- Deep-dive
incident strategy: Incident
Management explained
- See
request lifecycle examples: Service
Request Management guide
✅ Why This Matters for the Exam
- Concept
clarity: Be able to differentiate between events, incidents, and
requests.
- Workflow
understanding: Know end-to-end processes from detection to resolution.
- Linkage:
Grasp how Event Management triggers Incident Management, and how incidents
vs requests flow differently.
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📋 Study & Exam Prep
Tips
- Flow
diagrams: Visualize event → incident → problem or request.
- Flashcards:
Include definitions, steps, inputs, outputs.
- Scenarios:
Example – “Alert: disk space low → who handles? Event → Incident team.”
- Terminology
drill: Know "major incident", "event threshold",
"request model", etc.
Event Management ITIL V4, Incident Management ITIL V4,
Request Fulfilment ITIL, ITIL V4 Service Operation, ITIL Foundation event
incident request, ITIL exam Event Incident Request
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