Event Definition ITIL®
Event or Incident management is one of the elements of ITIL®. The event definition ITIL® says that an occurrence that is not part of the standard operation of a service and which causes or may cause an interruption or reduction in normal functioning and quality of service is called an event.
The SLA or service level agreement signed between The Art of Service and our clients carried a clear event definition ITIL® besides definition of other parameters of our ITIL® service management.
As per the standard event definition ITIL®, incidents can occur as existing known problems without any root cause, known error with a root cause or as isolated or individual occurrences.
Our event definition ITIL® solution includes processes such as:
Investigation and diagnosis
Resolution and recovery
Incident Ownership, monitoring, tracking