ITIL Event Management Process

Event Management
ITIL v3 Event
Management
Process
...detection of
events, making
sense and
determining the
appropriate control
action

Event Management
4
Detecting meaningful notifications about the status of the IT
infrastructure and services
Only when the event occurs. Continually, even when no events are generated.
Vs.
* broader and more expensive
Event Management Monitoring
Monitoring tools - two types:
1. Active monitoring tools - poll Configuration Items (CIs) to
determine their status and availability. Any exception generates an
alert.
2. Passive monitoring tools - detect and correlate operational alerts
generated by CIs.
Event Management vs. Monitoring
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Event Management
7
Value to business
• Early detection of incidents
• Proactive/Fast intervention improves IT Service
• Automation Reduces Cost through reduction of
• Expensive technical staff
• Staff performing routine tasks
• Useful triggers when integrated into other Service
Management processes (e.g. Availability or Capacity
Management)
• Basis for automated operations... increasing efficiency
and allowing human resources to do more innovative
work
Value to business

Event Management
Significance?
Event detection
Event logged
First–level event
correlation and filtering
Second–level event
correlation
Response selection
Alert
Close event
Further action
needed?
No
Yes
Warning
Informational
Incident/
Problem/
Change?
End
Event occurs
Event notification
Exception
Effective?
Request
action ?
Auto response
Human intervention
Review actions
Change
Management
Problem
Management
Incident
Management
Request
fulfilment
Incident Change
Problem
No
Yes
No
Yes
* high-level and generic representation of Event
Management ( It should be used as a reference
and definition point, rather than an actual Event
Management flowchart)
Process
Workflow –
Event
Management

Event Management
13
First-level Event Correlation & Filtering: deciding whether to
communicate the event to service management tool or to ignore it
• If ignored, event will usually be recorded in a log file on the
device, but no further action will be taken
* Filtering is required as it is not always possible to turn event
notification off
Significance:
• Every organization will have its own categorization of the
significance of an event,
• Suggested are at least three categories:
1. Informational
2. Warning
3. Excerption
Significance?
Event detection
Event logged
First–level event
correlation and filtering
Event occurs
Event notification
Process flow – First-level Event Correlation and
Filtering & Significance

Event Management
16
One of the following responces will be triggered:
1. Auto response
2. Alert for Human intervention
3. Incident, Problem or Change raised
Warning – Response selection:
Response selection is the mechanism used to execute the instructions determined during
Second-level Event Correlation.
Second–level event
correlation
Response selection
Alert
Further action
needed?
No
Yes
Incident/
Problem/
Change?
Auto response
Human intervention
Change
Management
Problem
Management
Incident
Management
Incident Change
Problem
Process flow; Warning – Response selection

Event Management
19
It is important to check that :
• Significant events or exceptions have been handled correctly
• Communication between teams was efficient and effective
Review Actions:
Not ALL events can/should be reviewed!
... but significant events, and especially exceptions must be.
The review...
...should NOT duplicate any review carried out as a part of Incident, Problem or Change Management
... can be use as an input to CSI (also to be used while reviewing Event Management process)
Close event End
Effective?
Review actions
No
Yes
Process flow; Review Actions

Event Management
22
• Obtain funding for necessary tools
• Setting correct level of filtering:
• too low - being flooded with relatively insignificant events
• too high - not being able to detect relatively important events
until it is too late
• Rolling out of the necessary monitoring agents across
the entire IT infrastructure
• difficult, time-consuming, expensive - ongoing commitment
over long period of time
• Having necessary skills
• time consuming and costly
Challenges
Challenges

Event Management
25
Event Management can interface with any process that
requires monitoring and control !
Examples:
• Business applications and/or Business processes
• Incident, Problem and Change Management
• Capacity and Availability Management
• Service Asset & Configuration Management
• Service Level Management
• Knowledge Managemet
Process interfaces

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ITIL Event Management Process

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