Event Management Goal and objectives

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We have created a PRACTICAL and CONVENIENT method of providing your organization with the secrets to succeeding in the implementation of Event Management.

The information delivered within the toolkit is based on the ITIL® framework, specifically the Service Operation stage, which incorporates the updated ITIL® Event Management process. 

The goal of Event Management is to provide the capability to detect events, make sense of them and determine the appropriate control action. Event Management is therefore the basis for Operational Monitoring and Control.

Event Management should be utilized to detect and communicate operational information as well as warnings and exceptions, so that input can be provided for reporting the service achievements and quality levels provided. It may be used for automating routine activities such as backups and batch processing, or dynamic roles for balancing demand for services across multiple infrastructure items/sources to improve performance.

There are many different types of events, for example:
* Informational events that signify regular operation (e.g. A scheduled backup occurred successfully)
* Exception events (e.g. A scheduled backup failed)
* Warning events that signify unusual but not exceptional operation. These are an indication that the situation may require closer monitoring (e.g. No backup initiated within last 72 hours).






EVENT MANAGEMENT FREE Toolkit

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Complete FREE EVENT MANAGEMENT Toolkit contains these 30 files.

Ready for you to use:

1.File: 02 Service Desk-Process.doc – Summary: For instance, if the Service Desk is required to provide the customer or end user with status on their existing incident/request and the record has been escalated to n-line support, updates from the technician are required. 

2.File: Roles and Responsibilities.doc – Summary: If Event Management activities are delegated to the Service Desk or IT Operations Management, Technical and Application Management must ensure that the staff are adequately trained and that they have access to the appropriate tools to enable them to perform these tasks.

3.File: Technology Considerations.doc – Summary: Such technology should allow a direct interface into the organization’s Incident Management processes (via entry into the Incident Log), as well as the capability to escalate to support staff, third-party suppliers, engineers etc. via e-mail, SMS messaging etc.

4.File: Toolkit Roadmap – Event , Access  and Request Fulfillment.doc – Summary: They can also be used as the basis for management presentations or when making a formal business case for the Service Desk, Event Management, Access Management and Request Fulfillment implementation.   

5.File: Integrated ITSM Technology.doc – Summary: If, for example, a second-line support group has not resolved an incident within a 60-minute agreed target, the incident must be automatically routed to the appropriate (determined by incident categorization) third-line support group – and any necessary hierarchic escalation should be automatically undertaken (e.g. 

6.File: Example – KPI’s of the value of Service Management.doc – Summary: Removing errors from the infrastructure and reduction of failed changes, improved understanding of business requirements and IT capability planning.  

7.File: ITIL IT Service Management Beginners Guide v7.2.doc – Summary: The Business Service Catalogue: ensures that all areas of the business can view an accurate, consistent picture of the IT services in use, how they are intended to be used, the business processes they enable, and the levels and quality of the service the customer can expect for each service.

8.File: ITIL IT Service Management Beginners Guide v7.2.txt – Summary: In a similar way IT Operations Management can be defined as the function responsible for the ongoing management and maintenance of an organization’s IT Infrastructure to ensure delivery of the agreed level of IT service to the Business.

9.File: Service Operation Processes  Fact Sheet.doc – Summary: As soon as the diagnosis is complete, and particularly where a workaround has been found (even though it may not be a permanent resolution), a Known Error Record must be raised and placed in the KEDB –so if further incidents or problems arise, they can be identified and the service restored more quickly.

10.File: Toolkit Roadmap – ITIL v3 Starter Kit.doc – Summary: The supporting documents and bonus resources found within the toolkit will help you fill these gaps by giving you a focused, practical and user-friendly starting point to ITIL version 3.

11.File: c. ITIL IT Service Management Beginners Guide v7.1.doc – Summary: This ensures that all areas of the business can view an accurate, consistent picture of the IT services in use, how they are intended to be used, the business processes they enable, and the levels and quality of the service the customer can expect for each service.

12.File: Example Outsourcing -  Service Levels.doc – Summary: Report service level metrics per customer: system and network availability report, incident management report (overview of incidents per category, impact, etc.), incident statistics (outages, average resolution time), work load/performance trends, reports on escalations, metrics from change management (e.g. overview of changes, date/time, results, etc.) and problem management metrics.

13.File: Example Outsourcing -  Service Levels.txt – Summary: The conditions and service levels mentioned in this paragraph are valid for all branches part of this contract, any exceptions or additions for individual customers are described in a separate SLA-addendum as defined in appendix  REF _Ref466800484 \\r \\h  \\* MERGEFORMAT E.

14.File: Availability Management- Roles & Responsibilities.doc – Summary: Creating, maintaining and regularly reviewing an AMIS and a forward-looking Availability Plan, aimed at improving the overall availability of IT services and infrastructure components, to ensure that existing and future business availability requirements can be met

15.File: 2506_KJM_D2_Plenary_1720_Peter_Edwards_from_itSMF_Singapore.pdf – Summary: Incident Management Information Security Management Problem Management Service Level Management Change Management Service Reporting IT Service Continuity Management Service Asset and Configuration Mgmt Service Measurement Capacity Management Release and Deployment Management Knowledge Management Access Management Availability Management Service Catalogue Management Event Management Request Fulfilment Financial Management Supplier Management Service Validation and Testing Service Portfolio Management Transition Planning and Support E va l u a t i o n Strategy Generation Demand Management

16.File: 02 Help Desk-Process.doc – Summary: The intent of investigation and diagnosis at the Help Desk as a practice is obtaining enough information about the situation to determine the cause of the incident and make a determination if the incident can be resolved at the Help Desk or should be escalated to an n-line support team.  

17.File: How to Develop, Implement and Enforce ITIL V3 Best Practices.doc – Summary: By first asking these questions it enables a service provider to provide overall strategic objectives for the IT organization, which will then be used to direct how services are designed, transitioned, supported and improved in order to deliver maximum value to customers and stakeholders.

18.File: ITIL Foundation Podcast_Download_Instructions.pdf – Summary: Once you have done this, you can then add the podcast to any MP3 compatible device, or listen to the podcast using applications such as iTunes, Winamp, Windows Media Player etc.

19.File: Service_Design_Capability_Assessment_Questionnaire.docx – Summary: While the focal point of Capacity Management is to ensure adequate performance and capacity of IT services are being developed and already delivered, there are many supporting elements including IT components, product and software licenses, physical sites, human resources and third party products that will all need to be managed appropriately for this goal to be achieved. 

20.File: Service_Operation_Capability_Assessment_Questionnaire.docx – Summary: The assessment is based on the generic capability levels defined by the Capability Maturity Model Integrated (CMMI) framework, which recognises that there are a number of characteristics which need to be in place for effective process management. 

21.File: ITIL v2 to v3 Bridging Introduction Presentation.ppt – Summary: Capabilities: Take on the form of functions and processes for managing services over a lifecycle, with specializations in strategy, design, transition, operation and continual improvement.

22.File: ITIL v2 to v3 Bridging Overview.docx – Summary: By first asking these questions it enables a service provider to provide overall strategic objectives for the IT organization, which will then be used to direct how services are designed, transitioned, supported and improved in order to deliver optimum value to customers and stakeholders.

23.File: Service Operation Functions – Roles & Responsibilities.doc – Summary: It is a vitally important part of an organization’s IT Department and should be the single point of contact for IT users on a day-to-day basis – and will handle all incidents and service requests, usually using a specialist software tools to log and manage all such events.

24.File: Service Operation Lifecycle Phase Introduction Presentation.ppt – Summary: The audience must have been actively involved in determining the need for the communication and what they will do with the information.

25.File: ITIL V3 Glossary.pdf – Summary: For example the Scope of Change Management may include all Live IT Services and related Configuration Items, the Scope of an ISO/IEC 20000 Certificate may include all IT Services delivered out of a named data centre.

26.File: ITIL_Foundation_iPhone_Download Instructions.pdf – Summary: A way around this is to include a single audio file to a playlist containing the ITIL Foundation videos, which will trick your iPhone into allowing the playlist to work normally. 

27.File: 1. ITIL V3 to 2011 Bridging Overview.doc – Summary: By first asking these questions, it enables a service provider to provide overall strategic objectives for the IT organization, which will then be used to direct how services are designed, transitioned, supported, and improved in order to deliver optimum value to customers and stakeholders.

28.File: 2. ITIL V3 to 2011 Bridging Introduction Presentation.ppt – Summary: GOAL: The goal of Design Coordination is to ensure the goals and objectives of the service design stage are met by providing and maintaining a single point of coordination and control for all activities and processes within this stage of the service lifecycle.

29.File: Implementing Service Design.doc – Summary: How do we keep the momentum going? – a common activity in project management is lessons learned which provides a review of the project to determine any strengths and weaknesses which may be addressed to impact future projects. 

30.File: Service Operation Functions-Roles and Responsibilities.doc – Summary: It is a vitally important part of an organization’s IT Department and should be the single point of contact for IT users on a day-to-day basis – and will handle all incidents and service requests, usually using a specialist software tools to log and manage all such events. 

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