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ITIL v3 - Event management best practices

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An introduction to ITIL v3 Event Management, Event Management challenges and best practices. IT Operations bridge - Service Desk as your hub of IT Event Management

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ITIL v3 - Event management best practices

  1. 1. ITIL v3 – Event Management Best Practices
  2. 2. Agenda
  3. 3. ITIL v2, ITIL v3 and Event Management Image from http://iig.umit.at/ ITIL v2 ITIL v3 Event Management is new in ITIL v3 but can be implemented with ITIL v2 also
  4. 4. Service Operation & Event Management Types of Events Informational events Exception events Incidents Service Operation module is responsible for the activities and processes required to deliver and manage services at agreed levels Business services actually deliver value to the business only in this stage Event Management plays a significant role in ensuring the operational health of IT services Event Management Roles Service Desk IT Operations Application Management Monitoring Event Management
  5. 5. Event Management challenges User Reported Incidents - Ensure that the right events are being generated by monitoring tools Too many events – Implement strategies for Event correlation Manual & time-consuming tasks - Identify routine manual tasks that can be automated
  6. 6. Are the right events being generated? Why are 34% Incidents being reported by Users? Why is monitoring not generating these events? % of Incidents Generated by Users % of Incidents generated by Monitoring Tools
  7. 7. Do we have enough monitoring? Ensure that the right events are being generated Identify CI’s that are not monitored Establish baselines & Reconfigure thresholds Buy additional tools to add monitoring capability
  8. 8. “ Manageable Events” before “Event Management”! Eliminate Duplicate events Dependency correlation Root Cause Analysis Event Correlation techniques Image from http://ideachampions.com Automation Run Book Automation
  9. 9. Event Management Automation Sample Scenario – Automate manual task Weekly scheduled task Check for Free Disk space on a server If < 20GB , free up space by deleting temp files If delete fails log a ticket to SD If delete successful confirm free space again If >20GB send a note to server ops team
  10. 10. Automation – Reducing Incidents Sample Scenario – Filter false alarms Server down event from monitoring tool Ping Server If failed – try connecting to a web app on the server, if that fails too then log an Incident to SD If ping success , try other troubleshooting tasks like DNS lookup and traceroute to determine why ping failed in the first case
  11. 11. Conventional IT Organization - NOC vs. Service Desk Events sent directly to operations via email Events sent directly to app mgmt via email Separate teams with separate tools Critical events may be missed leading to Service disruption Service Desk missing visibility into critical events that caused the disruption. The million dollar question - Is it the Network, the Server or the Application ? What caused the Service disruption?
  12. 12. ITIL v3 Best practice – Operations Bridge Preventive tasks – routine operations Exceptions – Unusual activity Incidents – Disruption of Service Service Desk (tool) as the Operations Bridge All actionable IT events and Incidents are logged in Service Desk Reduced Incidents due to high quality event management Basis for identifying automation opportunities Operations Bridge &quot;A physical location where IT Services and IT Infrastructure are monitored and managed.&quot;
  13. 13. Service Desk as Operations Bridge Critical & Warning events are logged to Service Desk Incidents & Service Requests are already logged Service Desk acts as the Operations Bridge IT operations, Application Management & Service Desk teams work together
  14. 14. Info for current (and future  )ManageEngine customers Event Management Feature / Best Practice ManageEngine Product Incident Analysis Report Service Desk Plus <ul><li>Monitoring Scope </li></ul><ul><li>Network, Server, VMware, VoIP </li></ul><ul><li>Applications and Databases </li></ul><ul><li>OpManager </li></ul><ul><li>Applications Manager </li></ul>Event Correlation Techniques OpManager Root Cause Analysis Applications Manager Run Book Automation - OpManager (due in the new release) Operations Bridge Service Desk Plus
  15. 15. Summary Optimum monitoring scope to ensure that the right events are generated Implement Event correlation strategies to filter events Use automation to reduce manual tasks and false alerts Consider using your Service Desk as an Operations Bridge
  16. 16. Questions? Product Demos Email – [email_address]

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