Functions and Processes in Service Operation - Event Management

EVENT MANAGEMENT

An event can be defined as any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of IT service and evaluation of the impact a deviation may cause to the service

Objective

• The objective of event management is to detect events, analyze them and determine the right management action
• It provides the entry point for the execution of many service Operation processes and activities

Flow of Event Management



Activities, method and techniques
The main activities of the event management process are:

• An event occurs
• Event reporting
• Event detection
• Event filtering
• The significance of events
• Event correlation
• Trigger
• Response options
• Reviewing actions
• Closing the event

Interface

• Event management can interface to any process that requires monitoring and control
• The most important are incident, problem and change management
• In addition, configuration management can use event to determine the current status of CI (configuration item) in the infrastructure

Metrics
Metric are required for event measuring period, to verify the effectiveness and efficiency of the event management process. Example:

• Number of events by category
• Number of events by significance
• Number of percent of event requiring human intervention and whether this was performed
• The number and percentage of events that resulted in incidents or changes
• The number and percentage of each event type per platform or application

Implementation
The main risks are:

• Being unable to realize sufficient funds
• Establishing the right level of filtering
• Being unable to maintain momentum during rollout of the required monitoring agents

Source: OGC