From Boosting Performance
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)