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Service Operation Processes: Event Management

Event Management refers to the handling of any occurrence that considerably impacts the management or delivery of IT services in an organization. As defined by ITIL®, an Event is “a change of state which has significance for the management of a Configuration Item or IT service. The term Event is also used to mean an alert or notification created by any IT service, Configuration Item, or monitoring tool.

Events typically require IT Operations personnel to take actions and often lead to Incidents being logged.” An Event is any occurrence logged and noted by IT personnel, regardless of type or severity. There are a variety of different types of Events that need to be managed or monitored in this process, including Events that signify operation that is normal, Events that have created an exception, and Events that signify something unusual.

Ultimately, after the Event occurs, Event Management gets to work. The Event is notified to the proper parties once it has been detected. Then, the Event is filtered, correlated, and responded to based on the information that is found. The Event Management process is normally heavily automated, which allows for human error to be removed from this process. In some situations, however, human intervention may be necessary in order to address and resolve the Event.

There are two basic sets of tools in the Event Management process: active monitoring tools and passive monitoring tools. Each have their own functions and are responsible for different activities and monitoring throughout Event Management:

  • Active Monitoring Tools: Perform regular checks on IT systems and infrastructures to ensure things are in working order. These tools will essentially interrogate software and services to monitor their availability. An example would be a running performance program that consistently ensures optimal performance.
  • Passive Monitoring Tools: Detect issues based on alarms and notifications. These tools can only be useful if notifications and alarms are used to keep an eye on things. An example would be a security software program sending an alarm notification of a necessary security update.

Management is different from monitoring because management has an explicit focus on generating notifications about IT services and infrastructure, whereas monitoring simply checks statuses and information periodically. In Event Management, you have to monitor for issues and then manage them accordingly for the entire process to run smoothly.

The Service Operation phase of the Service Lifecycle, including Event Management, provides indirect value to the business or organization. Early detection, automated monitoring, integration to help note changes or responses, and increased efficiency are all beneficial elements of this particular process of Service Operation.

To learn more about Event Management, enroll in the ITIL V3 Service Operation course or the ITIL V3 Operational Support and Analysis course at Ashford Global IT!

 

About this author:

Angel Prusinowski

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

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