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Event Management: Contributing to the Speedy Delivery of High-Quality Services

ITIL® V3’s Service Operation helps in providing your clients with quick and effective service delivery. This ensures that your customers get the most value out of your services. To deliver services efficiently, you need to be able to monitor potential problems. One of the processes that can help you is Event Management.

Before explaining Event Management in detail, you should be aware of the definition of an Event. As defined in ITIL, an Event is:

  • A change of state which significantly affects the management of a Configuration Item or service.
  • An alert or notification that is made by an IT service, Configuration Item, or monitoring tool.

Event Management is in charge of filtering out Events and categorizing them to determine the type of action they require. The occurrences handled by this process are those which commonly have automated responses. Event Management is dependent on technology in order to make the delivery of services proficient and efficient.

Sub-Processes of Event Management

Event Management is divided into four different sub-processes which work together to handle Events:

  • Maintenance of Event Monitoring Mechanism and Rules – In this process, procedures for generating Events will be established and managed. Plus, the rules for filtering and handling Events will be defined.
  • Event Filtering and Categorization – In this process, Events which can be neglected will be filtered out. Events will be categorized to indicate how significant they are, thus deciding the type of response the Event requires.
  • Event Correlation and Response Selection – The staff handling Event Management will interpret the meaning of an Event and develop a plan to respond to it.
  • Event Review and Closure – Once an Event has been dealt with, the staff will check that the Event had been handled properly and is closed. After that, Event Logs or Records are analyzed to identify the main cause of the Event and its pattern.

How Ashford Global IT Can Help You

If you’re interested in learning about Event Management and how you can boost your organization’s productivity, then enroll in either the ITIL V3 Service Operation Lifecycle course or the ITIL V3 Operational Support and Analysis (OSA) Capability course at Ashford Global IT. These courses offer hands-on training and information-packed lectures to ITIL Foundation Certificate holders who wish to expand their ITIL knowledge.

Start your ITIL training with Ashford Global IT today!


About this author:

Angel Prusinowski

Angel is a leading ITIL® instructor at Ashford Global IT.

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