[
]
ITIL RSS Feed ADDTHIS
 
ITIL 2011 Books ITIL v4
ITIL v3 Event Management and the Service Desk
The ITIL definitions for an 'Event' and 'Event Management':
 
Event - A change of state that has significance for the management of a Configuration Item or IT Service.
 
Event Management - The process responsible for managing Events throughout their lifecycle.
 
Service Desk
 
The Service Desk is typically not involved in Event Management, unless an event requires some response that is within their scope, for example notifying a user that a report is ready.
 
The investigation and resolution of events that have been identified as being incidents will be undertaken by the Service Desk and escalated as required to the appropriate Service Operation team(s).
 
The Service Desk is responsible for communicating information about these type of incidents to Technical and / or Application Management team(s) and where appropriate the user.
 
 
You may also be interested in this article: What is Event Management?
 
2010-12-03 by "cbuckmaster"
When monitoring both components and services, duplicate events can potentially be generated for the same fault - one for the component and one for the service. What is the best practice approach to this situation? Do we have both events create an incident and relate the component incident to the 'parent' service incident or just create a component incident, or just create a service incident?
Replies to the post above;
2010-12-13
In my experience, one needs to examine the value of raising two incidents in relation to one incident. A full answer has been posted to this - here.

Please submit any comments you have about this article.

Your feedback will help add value to the content for other ITILnews.com visitors and help us develop the content for the benefit of all.

You will need to provide and verify your e-mail address but your personal information will not be published or passed on to others. To identify each post we take the part of your email address before the @ sign and use that as the identifier, so if you are john.smith@itilnews.com your post will be marked "by john.smith".

NB: We respond personally to every post, if it calls for it.


Characters remaining:

Click the REVIEW button below to preview your comments.


 

Other articles in the same section;
 
Tags; ITIL v3,Event Management,Service Desk,Configuration Item
 
This article has been viewed 8456 times.
 
NB: This page is © Copyright ITILnews.com and / or the relevant publishing author. You may copy this article only in it's entirety, including any author bio and / or credits, and you must link back to www.itilnews.com.