ITSM - Event Management Flashcards
To familiarise myself with the basic ITSM principles. This is a brief overview with further more detailed information and flow diagrams available in the ITSM pocket guide.
Define an ‘event ‘
Any detectable or discernable occurance that has significance for the management of the IT infractructure or the delivey of IT service.
Define ‘event management’
The process that monitors all events the occur through the IT infrastructure to allow for normal operation and also to detect and escalate exceptional conditions. Event management can be automated to trace and escalate unforseen event circumstances.
Events may be classified as…
Events that indicate a normal operation [informational], indicate abnormal operation [warning/alert], signal an unusual but not exceptional operation and exceptional operation. Organisations often use their own classification to determine the importance of an event.
What response could an ‘event’ trigger?
If informational, event is logged. If warning, auto response or human intervention. If exception, incident/problem/request for change (and so dealt with each of the disciplines). Actions are then reviewed - if not effective then incident/problem/request for change created. If effective - close event.
