Event Management

Event Mgt Model

Effective Servie Operation requires the ability to understand the status of the infrastructure. Event Management provides this monitoring. Events are usually notifications created by a Configuration Item or monitoring tool. They may also be raised by staff.

An Event is defined as any detectable or discernable occurrence that has singificance for the management of the IT Infrastructure or IT Services. (Note: this does not imply that every Event indicates an error or break-fix of some sort).

Goal of Event Management

• The goal of Event Management is to detect events, evaluate them and determine the appropriate action for resolution and closure.

Benefits of Event Management

Improved Service Availability -- earlier detection of faults, approaching thresholds
Improved Operational Efficiency -- reduction of operator intervention
Better data for fault analysis -- inputs to proactive Problem Management
Improved Capacity Planning

Objectives for Event Management

Objective	Measure
Define and implement procedures and tools to monitor IT infrastructure	Number of defined events % infrastructure monitored % Incidents not related to monitored events
Continuously monitor performance and capacity of IT infrastructure	% resources exceed capacity and defined thresholds
Event Management provide trend analysis reports for Service Improvement	Trends of events by Service Number and % of events linked to Incidents Trend of events by system and application

Metrics - CSFs and KPIs for Event Management

CSF	KPIs
Accurate Event Handling	Event Volume Event Volume per Category % Events Correctly Categorized % Events Routed Correctly Number/Percent False Positives
Efficiency of Event Handling	Number/Percent Events handled automatically Ratio Incidents raised by Events vs. Staff and End-Users
Improve productivity for Business and IT	Reduced cost of Incident response Cost per Event per Impact Timely reporting