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If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert technical support groups ( 2nd Level Support). The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT service as quickly as possible.The Access Manager essentially executes policies defined in Information Security Management.
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It is used to grant rights to that user or person. A set of data with all the details identifying a user or person.A request to grant, change or revoke the right to use a particular service or access certain assets.This definition is achieved by assigning the user, identified by his User Identity, to one or more User Roles. A set of data defining what services a user is allowed to access.The following ITIL terms and acronyms ( information objects) are used in the Access Management process to represent process outputs and inputs: ITIL 4 refers to 'Access Management' as a general management practice - as part of "Information security management". And it has been made clearer in the Request Fulfilment and Incident Management processes that the requester's authorization must be checked. 1).Ī specific activity has been added to revoke access rights if required. The process overview of ITIL Access Management shows the key information flows (see fig. In ITIL 2011 an interface between Access Management and Event Management has been added, to emphasize that (some) Event filtering and correlation rules should be designed by Access Management to support the detection of unauthorized access to services. The decision to include this dedicated process was motivated by Information security reasons, as granting access to IT services and applications only to authorized users is of high importance from an Information Security viewpoint. Access Management has been added as a new process to ITIL V3.
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