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Mastering the ITIL® Event Management Process

IT Business PeopleHaving a tried and true methodology for delivering IT services is a must for contemporary IT businesses.

As technology advances rapidly and the types of services offered may change just as quickly in order to stay relevant, it is vital that there is a system in place to handle any service requests, deliveries and operations.



Implementing Event Management

Perhaps the most important line of thinking in this industry is the ITIL event management process. This integral part of the ITIL infrastructure can help businesses better deliver IT services and handle any events that will inevitably pop up along the way.

Defining an Event

The first step in understanding and appreciating the nature of the ITIL event management process is to define what, exactly, an event is. Contrary to what those outside of the industry might think, an event isn’t a party or a conference. Instead, it is any of the everyday occurrences that requires action on behalf of business employees. An event in your IT service company could be customers complaining about a software malfunction, an issue with timely service delivery or a massive overhaul of a particular service.

Both planned and unplanned occurrences can be events, and they need to be dealt with properly. By implementing a consistent process for handling events, companies can be more efficient and more successful when it comes to meeting the needs of customers.

Informational Approach

If ITIL event management can be defined as a three-pronged approach, then the first of these prongs would be the informational approach. This is all about collecting data related to the events in order to be as informed as possible.

Part of the customer service protocol should involve logging as many details as possible courtesy of a formulaic process. With the collection of this data comes better analysis, which can take place after the fact on a weekly, monthly or even a annual basis. The regular and consistent collection of information means that your business will be better aware of  why events happen.

Warning Approach

The warning approach is a part of ITIL event management that begins at one of the earlier lifecycles and transitions all the way through several phases. In service design, upper ranges and levels of service should be identified and then recorded.

These upper levels may signify when service begins to break down or when problems for customers are likely to occur. The warning approach allows certain members of staff to be informed when the upper levels are reached, which might encourage new behaviors, a change in business operations or other preparation methods to halt problems before they arise.

Exception Approach

The third prong to the ITIL event management process is the exception approach. This is a focus on identifying when events are outliers rather than regular occurrences. Exceptions could be failed components, user error or any other problem that is not necessarily a direct result of a mistake or flaw in the design or operations phase.

Through the right training programs from Ashford Global, businesses can better understand the ITIL event management process, which can in turn create more effective and efficient IT service provisions for clients.

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Mary is a leading trainer in Microsoft® and Business Applications.

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