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Event Management

 

Best Practice according to ITIL® and ISO 20000

 

 

Event Management monitors the Configuration Items permanently to detect conspicuous system conditions and trigger corrective activities in time if necessary.

 

Event Management is in the classic lifecycle-view part of Service Operation.

 

In ITIL® 4 Event Management is part of Service Management Practices - Monitoring and Event Management Practice


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Processes of Event Management in detail

Process in the ITSM Process Library

Expected process result

 

 

Organization of Event Management

Setup and maintenance of systems and guidelines for event recognition

Event Monitoring

Recognition and filtering of those events that require activities, and introduction of necessary activities thereof

Event Tracking and Closure

Check of activities to events for effectivity and trend analysis


Monitoring and Event Management Practice in ITIL® 4

Monitoring and Event Management Practice according to ITIL® 4

 

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Main information flows and interfaces of Event Management

Main information flows and interfaces of Event Management according to ITIL® and ISO 20000

 

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(Documents within information flows only visible in our reading access to the ITSM Process Library)

 

Responsible roles

IT Operations Manager

Performance indicators

KPIs of Event Management


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