1. Events, Incidents, Problems, and Service Requests Consider the IT service that enables local residents to pay their quarterly property taxes through the municipal website. (If you need to make reasonable assumptions to answer the questions below, state them clearly.) The questions below are in the context of this municipal service and your answers will demonstrate your understanding of ITIL terminology and the ability to apply it to an organizational context. a. Give two distinct examples of events that would have significance for the management of the IT service. The two events should be of different types, but should not also be characterized as an incident. Explain the type of each event. b. Give an example of an event that would have significance for the management of the IT service that could also be categorized as an incident. What is the type of this event? c. Describe two distinct examples of service requests that might be made in regard to the IT service. What should the SLA be for handling each service request? Which of your service requests would benefit from a request model and why? d. Describe two distinct examples of incidents that might affect the IT service. Explain how and why you would categorize the urgency, impact, and priority for each incident. e. Give an example of a problem that could occur for this IT service. Describe what would be put in a problem record that is created. At what point would a known error record be created? f. What is the idea of a request model, incident model and problem model? What purpose do they serve? g. What is the purpose of the ITIL monitoring and event management practice? What is the biggest challenge to establishing this practice? h. What is the purpose of the ITIL service request management practice? i. What is the purpose of the ITIL incident management practice? j. What is the purpose of the ITIL problem management practice?