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Chapter 7 ■ Service Operations The overall objectives of event management include: • Detect all state changes of IT services and IT components (CIs) that are in scope • Identify the complete flow of follow-up actions on the detected events, such as logging incidents and firing e-mails to stakeholders • Act as an interface for other processes to trigger their operational activities • Support the service-level management (SLM) process with figures and numbers required for computing the service-level agreement (SLA) achievement status • Support the continual service improvement (CSI) phase with necessary data to suggest improvements to services and processes 7.5.1.2 Scope of Event Management Event management comes into play when services, infrastructure, or applications are required to be monitored for change of status. The following come under the ambit of event management: • When services are broken down, the constituent elements or the individual components that make up a service are configuration items. CIs are a classic case of event management in action. Not all CIs are brought under the process as controlling every single one of them is cumbersome and does not justify the cost associated with it. Generally, only the critical CIs are identified and brought in scope. An example would be a core switch for a datacenter or a server that hosts a banking web site. • Service environment can come into the scope of the event management process as well. For example, a data center will have the air temperature and smoke detection automated to control the changes in the environment and to alert stakeholders if the situation goes awry. • IT and physical security are in the priority list for all IT organizations. Any intrusions or virus attacks need to be dealt with quickly. This requires automation built into rugged layers of control. • A typical IT organization owns thousands of licenses of various software that are needed to support and deliver services. Or it could just be the software licenses that customers use. To keep track of software licensing and compliance, the event management process can play a major role to avoid breaching contracts and to ensure that only the authorized versions are being used. 161
Chapter 7 ■ Service Operations • You don’t need event management when things go haywire. You need it when you have to find out the number of assets an organization owns or to get regular data on various parameters of a service. 7.5.1.3 Types of Events All events are not the same. Events are broadly categorized under different types, as presented in the sections that follow. 7.5.1.3.1 Exception Events These events signify errors. They are classified in the top-most tier and normally require immediate attention. Examples are: • Server is unreachable • Hard disk space has exceeded the threshold limits • Administrator has tried to log in with an incorrect password • PC scan reveals malware 7.5.1.3.2 Warning Events These events exist to warn about an impending exception. They throw out a warning stating that things will soon take a wrong turn if not dealt with quickly. They are important, because they help an IT organization be pro-active and to prevent exceptions. Examples include: • Memory usage is hovering close to the acceptable threshold • Turnaround time for a certain transaction is not within the optimized limits • Temperature in the datacenter is not at the ideal level 7.5.1.3.3 Informational Events These events convey information, and I am not talking about information pertaining to errors or warnings, but rather general information. These events do not call for urgent action from IT staff and are generally recorded for compliance and audit purposes. Examples include: • User has logged in to a server • New folder created on a sharepoint drive • Hardware technician has entered the datacenter 162
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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Chapter 9 ■ ITIL Foundation Exam
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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