This week I have been taking the Operational Support and Analysis support ITIL capability module class from taruu.com. This class essentially covers Service Operation. Specifically, the main areas include event management, incident management, request fulfillment, problem management, access management, and the Service Operations functions such as the Service Desk.

One of the neat things about the second-level classes is that they can focus more on how to apply ideas. The class is primarily exercise-focused rather than lecture-focused: for example, we roleplay how you would talk with a CEO about Service Management. The classes are almost as much about leadership and presentation as they are about the material.

Predecessors/Before You Begin

ITIL defines Access Management differently from IT Security Management. IT Security Management occurs in Service Design, creates policies, and informs Service Level Management on the access configuration for each service.

Access Management sits in Service Operation, and manages access as defined by IT Security Management.

"Identity management" is very closely related to ITIL's access management. Identity management can be an especially big subject at Universities, tied to both IT Security Management and access management. Additionally identity management does not necessarily address the rights granted to individuals (authorization), which is the core of ITIL's access management process.

Cross-posted to http://www.educause.edu/blog/borwick/SummaryIdentityManagementIsCom/173004.

John Ellis, Heather Mugg, and Jesse Foley from Emory led this pre-conference workshop. Around 8-12 people attended.

Higher education has particular issues with identity management, because one person can play so many roles, e.g. an undergraduate student who then goes to med school, becomes a resident.