Event Management is the process that monitors all
events that occur throughout the IT infrastructure. It provides the basis for normal operation (service
assurance) and also detects, reports on and escalates exception conditions.
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 might cause to the services. Events are
typically notifications created by an IT service, configuration item
(CI) or monitoring tool.
It is unusual for an organization to appoint an “event manager” as most
events tend to occur for many different reasons and will in most cases be
managed by the technical or application management team whose technology or
application is impacting the delivery of an associated service. However, it is important that Event Management
procedures are well defined documented and coordinated among ITIL processes and
Service Operation functions. An Event Process Owner and Process Manager would
carry out the generic functions of those roles.
Service Desk is not usually involved within the Event Management process
unless the event has been identified as an incident which, in its initial
stages, will be handled by the Service Desk who will continue to communicate
about the incident throughout its lifecycle, but will typically be escalate to
the appropriate functional teams for resolution.
Technical and application teams do play significant roles in Event Management
during operations but also during design where they will participate in
designing aspects of a service such as event classification, definitions for
auto responses and reprogramming of correlation engines when necessary. During the transition stage of the life cycle
these designs will be tested to ensure that they are generating the applicable
responses. During service operations
these teams will perform Event Management for the systems and applications
under their control. They may also be
involved with managing any incidents or problems that arise from these events.
It is a frequent practice for event monitoring and first line response
to be supervised by IT Operations Management.
Operators will be tasked with monitoring events and ensuring that they
can initiate, coordinate or even perform proper documentation and when
appropriate that escalations occur according to standard operating practices.
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