Know-ITIL-Better

Event Management for Intermediates

KIB-SO-EM 3.1

Copyright 2015 Quintiles

Event?
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 services. Events are
typically notifications created by an IT
service, Configuration Item (CI) or
monitoring tool.

Monitoring Vs Event Managing:

Event Management Process

Event Occurs
Event Notification

Event Correlation
Trigger

- Meaningful alerts

If the correlation activity recognizes

an event, a response will be required.
The mechanism used to initiate that
response is called a trigger.

Event Detection
Agent running on the same system,
or
Transmitted directly to a
management tool

Event Filtering
Significance of Events

Response Selection
Event Logged, Auto Response, Alert
and Human Intervention, and so on

Review Actions
Close Event
4

Metrics
The metrics to check on the effectiveness and efficiency of
the Event Management process should include the
following:
Number of events by category
Number of events by significance
Number and percentage of events that required human intervention and
whether this was performed
Number and percentage of events that resulted in incidents or changes

Challenges

Budget & Cost Evaluation

Correct level of filtering Flooding
Rolling out monitoring agents
Monitoring skills and product expertise

Risks
The key risks are really those already mentioned
above:
failure to obtain adequate funding; ensuring the correct level of filtering; and
failure to maintain momentum in rolling out the necessary monitoring agents
across the IT Infrastructure. If any of these risks is not addressed it could
adversely impact on the success of Event Management.