Event Management

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What is Event Management?

  • A process to handle events
  • In ITIL, an event is a detectable occurrence that is significant for services
  • The purpose of having Event Management is get gain a head start on Incidents before users notice them.
    • Eg. A smoke detector in buildings is to detect smoke before fire

What does good look like?

Events that trigger one of the following:

  • Warning: Something strange is happening
  • Exception : A threshold has been exceeded (eg. number of users attempting to log inlogging in)
  • Informational : Normal operation is happening

For each event the proper response happened:

  • Warning : Eg. Send email/sms
  • Exception : Eg. Send email/sms
  • Informational: Eg: Log information

A simple Incident Management process consists of:

  • Event happens
  • Event detected
  • Event logging
  • Decide action
  • Possible further action required
  • Review actions
  • Close event


Video of ITIL Event Management

Orientation workshop for your organisation

  • Who is the Event Manager? Several?

FIX AFTER HERE

  • Where is an overview of the current incidents?
  • How do we prioritise incidents? Impact + urgency? + other factors?
  • What questions do we ask to customers with incidents to get as much information as possible?
  • How do we prioritise major incidents?
  • If a customer has several major incidents, how would they want us to prioritise? How do we know this?
  • How does our Incident Management interface with Problem Management?
  • How/Where am I involved in this area of work?

Simple as possible work description for a Event Manager

  • Impress the customer!
  • Have control over all incidents (Backlog, In progress, Over allowed SLA time, Resolved)