ITSM Best Practice will align five main process with the lifecycle of “Service Operation”. Incident Management Problem Management Event Management Request Fulfillment Access Management It was not too long ago that the idea of some of these processes were new to service providers. Most will find them to be common in today’s market place. An organization may not literally follow the best practices for the service operation processes but most likely have some close facsimile when executing Incident, Problem, Request Fulfilment, and Event management processes for provisioning IT services and support. In order to ensure identity management and authorization for access, some form of “Access Management” will also be needed to support an overall security policy in Service Operation. I would like to focus on some thoughts for “Event Management” and early engagement of operational staff in the service lifecycle. As organizations mature they begin t...